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ben345
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92 Messages

Tuesday, November 21st, 2023 7:00 PM

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All secondary e-mail accounts are in endless reset password loop

All secondary e-mail accounts appear to be in an endless reset password loop.  I got an agent on the phone, she sent me to the email team. They said they are aware of this and it should be cleared up by about 2 pm eastern time.  IT IS NOT CLEARED UP.

The error screen says to call a phone number which is customer  service number.

I am in Mass , west of Boston.   It is Thanksgiving week, what [Edited: "Language"] is going on here???

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Updated 

10 months ago

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ben345

Contributor

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92 Messages

1 year ago

My passwords have all been reset this morning.  I called CSA, on hold for about 25 minutes, the agent was very good, took about 15 minutes to reset the 2 secondaries that had no recovery set on them.  You have to have a separate gmail (personal recovery email)  for each secondary Xfinity account.  It’s a pia but once you have record options set on all ID’s you should not get locked out again.    Have all your info ready, and your gmail accounts set before you call.

I used my desktop connected to Xfinity , my iPad connected to gmail, and my cell phone to get a security code, during this call  to facilitate a smooth call.

IT WORKED WELL.  PROBLEM SOLVED.

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ben345

Contributor

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92 Messages

1 year ago

Is anyone from Xfinity here?  I posted in the DM.

Please respond.

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ben345

Contributor

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92 Messages

1 year ago

Need to DM Xfinity on the issue described above.

Please respond. Cannot get into secondary email accounts all day now.  I already spoke on the phone with you earlier today.  

Please help.  

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user_bt9x6w

1 Message

1 year ago

I am having the same problem.  I also live west of Boston.  Secondary email is not accessible.  Xfinity is not worth paying for with service like this.  I have been a customer for 30 years and service reliability has consistently gotten worse.  The company has gotten too big to manage.

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ben345

Contributor

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92 Messages

Same here, decades long customer.  What I don’t understand is if a big upgrade was planned, why do it the busiest holiday travel week of the year?

When I got up this AM, I saw the trucks all over the neighborhood and that can’t be a good sign.

Got through on the phone about 7 hours ago, they couldn’t help.  They said it should resolve.  It hasn’t. 

1 year ago

0

XfinityAlyssaA

Official Employee

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1.7K Messages

Good evening and happy Thanksgiving @user_bt9x6w, we hope you are having a wonderful holiday! We are sorry to hear your secondary email is not accessible. How long has this been happening? May I ask if you are accessing your email through our website or are you using a 3rd party client server such as Outlook? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_a3ee3e

Visitor

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3 Messages

1 year ago

I have almost the same problem. I have three secondary e-mail accounts and one of them shows a message "Just give us a call at 1-800-XFINITY..." The bot at the 1-800 number sends out a password reset link and that produces another "Just give us a call at 1-800-XFINITY..." message. No way to talk to a real person. I am in Colorado Springs if it makes a difference.

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XfinityJorge

Official Employee

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1.7K Messages

Greetings @user_a3ee3e thanks for contacting our Xfinity Support Team over our Forums. We are sorry to hear about the issues with our email and we are happy to work together with you. Please send us a DM so we can start working together on this. Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

katie9011

1 Message

I have been having the same issue (reset your password endless loop) for about a week. I was able to update the password on the main account, but all emails in that account have disappeared.  Was finally able to reset the password on the secondary, and all emails are gone there, too. Pop-up reads: "Error: Something went wrong. Please try again later." Please advise. Thanks!

(edited)

11 months ago

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XfinityJorge

Official Employee

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1.7K Messages

Thanks for the message and we are sorry to hear that you are also having issues. Are the emails still missing as of right now?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

0

MrJDubbs

Contributor

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219 Messages

1 year ago

Glad to see I’m not the only one having this issue. It’s frustrating. 

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user_6f5qpi

4 Messages

@MrJDubbs​  I just got off the phone with COMCAST security. My problem was I could not access my secondary email.  I signed into my account via my primary email.  From the main screen, I changed my secondary email's password.  You only have to change a character or 2 from your old email password. I then closed the account.  I then logged on to my secondary email address using the new password.  You may have to refresh the screen. IT WORKED. I am not able to access my secondary email address. 

1 year ago

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user_6f5qpi

4 Messages

@user_6f5qpi​ I meant I am NOW able to access my secondary email address.  The instructions were given to me by COMCAST security.

1 year ago

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user_84f934

9 Messages

1 year ago

I have the same issue as everyone else. Is there a main post about this?

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XfinityKatie

Official Employee

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744 Messages

@user_84f934 We definitley want to ensure that you are able to log in and reset your password if needed. There has been a known issue on this that is being worked. Have you still been unable to successfuly reset your password yourself, or were you able to reach someone that could help get you logged in?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_0r5l25

11 Messages

1 year ago

Xfinity Community Forum > Internet > Email > Cannot Reset Password

 

Xfinity Community Forum > Internet > Email > Email password error

 

Xfinity Community Forum > Internet > Email > "Call us for help resetting...

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DuckSoup

Visitor

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13 Messages

1 year ago

Don’t know if this will help anyone but this is how I fixed the issue. Scroll to the bottom for the fix if you’d wish not to read my back story.

I rarely access my Comcast email via the web. I always use my android phone email client or PC client Thunderbird to access all my Comcast sub accounts. I needed to check to see if one of my sub accounts that I set up for my elderly mother had some decent spam filter settings to help with a persistent email scam she keeps getting.

I log into her account via the web and get this message,

“Reset your Xfinity password

As part of our commitment to you, Comcast routinely reviews and monitors account security. Please update your password to help protect you and your account. Reset password Learn more”

After clicking on “reset password” I get this message,

“Call us for help resetting your password Just give us a call at 1-800-XFINITY and we can help you reset your password.”

Thinking this is odd, so I double checked the web address to make sure I didn’t land on scam page. I know I couldn’t type the address in wrong because I use a password vault that opens the page and fills the username and password. I tried a couple other sub accounts I have, same issue.

I started searching the net to see if others are having the same issue, I see that many are. I didn’t bother doing a chat or calling because based on what I have read that does no good but waste your time in Comcast purgatory. So, only sub accounts are affected as I can sign in via web to my master account username and I don’t get the “Reset your Xfinity password” message. The odd thing is I have no issues with any Comcast sub accounts via my phone email client or PC email client.

How I fixed my sub account login issue.

  1. Login to your master Comcast account.
  2. Go to account and identity. https://customer.xfinity.com/settings?role=primary
  3. Scroll down and click on a sub account then click on change password.

I login to sub account via the web to test my new password, I’m in, problem solved.

Of course, update your email clients with the new password.

Let me know if this works for you.

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ben345

Contributor

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92 Messages

I tried that. None of my three sub accounts have a change password button.

Only the primary email has that button to change password. The sub accounts do not.

But Thanks for that info.  I think I am going to have to try calling  the customer security number. Probably on Monday and that will make one week without access to important emails.  This is outrageous.

1 year ago

0

user_6f5qpi

4 Messages

1 year ago

 I just got off the phone with COMCAST security. My problem was I could not access my secondary email.  I signed into my account via my primary email.  From the main screen, I changed my secondary email's password.  You only have to change a character or 2 from your old email password. I then closed the account.  I then logged on to my secondary email address using the new password.  You may have to refresh the screen. IT WORKED. I am NOW able to access my secondary email address. The instructions were given to me by COMCAST security. 

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ben345

Contributor

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92 Messages

When I sign into my account via my primary email, then go to the identity page. 

None of the secondary emails have a change password button.   Only the primary email has a change password option.

Do you know why this is?

1 year ago

0

user_6f5qpi

4 Messages

1 year ago

I just got off the phone with COMCAST security. My problem was I could not access my secondary email.  I signed into my account via my primary email.  From the main screen, I changed my secondary email's password.  You only have to change a character or 2 from your old email password. I then closed the account.  I then logged on to my secondary email address using the new password.  You may have to refresh the screen. IT WORKED. I am NOW able to access my secondary email address. The instructions were given to me by COMCAST security. 

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