As I mentioned in my post, that process does not work.  Her tablet is on our wifi network (our own modem and router).  That password screen does not show the security check box, only the statements I copied above.  Same is true using a wired computer.

I spoke with an Xfinity representative yesterday. They are having issues with this. They are working on it but don't know when it will be fixed. Evidently a lot of customers are having the same problem. 

again can anyone from Xfinity comfirm this?  (that they are working on it and had issues) .... I have this secondary account working (I HAVE changed PWs over the years) but two family members.... one with the master account who cant login without "calling up" ... if this is a known bug i'd feel ALOT better about this and could just tell them "it'll be fixed in a few days ... its still a holiday weekend"

Again Xfinity ... i'd feel alot better if its a "it's a mistake on our end and some techs are out for the holiday weekend" sort of thing but will be sorted out in the next few days

This has been going on for well over a week.  It isn't going to be "sorted out in the next few days".  I called CSA who walked me through the change.  Identical to @ducksoup instructions though I have to click on Viewer (w/ my initials), which they have subsequently posted about.  Inasmuch as it is a simple, quick walk through, I don't see why Xfinity can't provide the information to all technical support personnel so that you don't have to lucky enough to know about or find the CSA number.

I noticed in another post that someone had called Security Assistance at 888-565-4329.  I tried that.  After being on hold for 40 minutes before a live person answered.  She was able to walk me through the process and provided a security code that I had to enter when attempting to change the password.  It all worked and all appears OK again.

@jiminnm Thank you so much for those details, and I am so happy to hear you were able to get this resolved! Let us know if you have any additional questions or concerns we can help you with! 

@XfinityJeniece​ 

I spoke a little too soon.  I thought I should sign into another email account today and update my password.  Too late.  Getting the same message to call customer service, but the usual customer service line doesn't recognize the error and keeps referring me back to the web pages that are sending me to customer service in the first place..  Yes, I've used the xfinity.com/password process but when I enter my user name and click continue, I get only the message to call Customer Service. [Edited: "Inflammatory"] 

Looks like another hour or more will be wasted today.  If I had another option at this point, after 25 years, I would sever my connection with Comcast today.

I'm sorry to hear that you've run into this issue again, @jiminnm. That's definitely not how we want you to feel about having service with us. I'd be happy to take a closer look and see what I can do to help! Could you please send our team a direct message?

To send a direct message: 

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you! 

Still shut out, so message sent.

Same problem. Different browsers,different PCs. Endless loop. On hold for 15 min, spent another 15 with agent, was told I was being transferred to CSA and would be connected to a live person. Now told wait time over 40 min.

Same issue.   Chat option through xfinity website is no help.  I tried again through reddit forum - they claimed they sent a code to the main email on account (I had EVERY email opened waiting on the code and the code never came).  They then tell me I have to call Customer Service - it took 10 minutes to get the system to connect me to a live person and I could barely hear them; they eventually hung up on me.

This is YOUR problem xfinity - I didn't ask to reset the password - you are FORCING me to; so set up a system that works!

Same issue.  Second email worked fine earlier this morning but now it says I have to change the password.  Have been on the phone with so-called customer service and she couldn't figure it out and now I'm on hold for 40 plus minutes waiting for someone to help from Security Assistance.  This is dumb and every so many seconds I get a message saying I'm on hold for over 40 minutes guess they want us to hang up.  Come on Xfinity we pay a lot of money a month for your service you can do much better than you are doing.  It used to be easy to change a password but not as of today.

All secondary e-mail accounts are doing this.  I got them on the phone and they said they couldn’t help but are aware and trying to fix it.  That told me it would be fixed by 2pm EST but it IS NOT FIXED.   

Fir God’s sake it is Thanksgiving week!  The busiest travel week of the year and people can’t get into their email.

I am sorry to hear that you have been unable to reset your password @Gimzo . I would suggest trying to clear cookies and cache and using incognito window to see if that helps. If not the best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by calling CSA Toll-Free Number: 1-888-565-4329. 

I was told, two days ago, they don't know when it will be fixed.

@user_wz10n7​ you got lucky. The wait time is now over 40 min on that number. Ugh...

@user_xf0y5y​ 

At least the gmail addresses are free!

@user_xf0y5y​ This whole recovery thing is ridiculous. We have to go outside of xfinity to create a bunch of other emails we'll never use just to have backups to xfinity emails. It's ridiculous!

@sunshineincal​ I did a similar thing. I answered with a technical issue, internet outage. Even though I don't have an issue, they diagnosed and said the confirmed my issue, and wanted to reset my modem. Eventually I got a person on the line, who said this is a known issue and should be resolved in 24 hours and gave me the time, like they would know a time. They transferred me somewhere else but the hold is over 60 min...

@sunshineincal​ I told them I wanted to add services.  If it impacts revenue, you get an actual representative immediately.  She was able to transfer me to technical support who weren't, of course, able to help me.

They said the same thing to me.  It is ludicrous this is happening during the busiest travel week of the year, Thanksgiving.  

My primary email works fine, it is the secondary emails I can’t get into, and need to.  

I will try later tonight.   She originally told me it should be fixed by 2pm EST.

and it was not.  It is now 4:17 and I still get the message to call them, which of course is impossible to wait for an hour to get a human being on the phone. This is a widespread issue. 

Comcast [Edit: Inflammatory]! Same issues as everyone else, the outsourced calls to Sam or Julie in the Philippines is beyond [Edit: Inflammatory]! This is what happens when u are to large to fail. Their customer service [Edit: Inflammatory].  Comcast has  acknowledged the issue, and they are working on it. But, no timeline. The best part is,

" they understand my frustration " . Time to switch. 

It took me 1 1/2 hours to work with these people! What a waste of time. I truly detest Xfinity. I was told that they had  disabled everyone's email and everyone would have to talk with CSA because there was a 'glitch' in the email program that would not allow an individual to make the change online. Give me a break!!

Hello @patsymontana, I'm sorry you had to spend so much of your time trying to get support for the login email issue. I can only imagine how annoying that was, especially considering the recent holiday. Are you still having issues with resetting your password or logging in? If so, I'd love a chance to work with you on this. 

I don’t know what is going on.  They should just revert so we can go into secondary accounts and add  additional contact methods And change our passes for those emails.

Someone said earlier that Xfinity were doing a big email update.  There were also trucks all over my neighborhood today.  But why do this Thanksgiving week, the busiest travel week of the year.

Customer service on the phone could NOT help me today. They said it should be resolved later and it isn’t.  That was about seven hours ago.

It should not be this hard.  Our bill is sky high as it is.

@blakwing​ My secondary account is for my volunteer work as a court appointed advocate for neglected/abused children.  To say I get urgent and/or time sensitive information is an understatement.  I am checking the account continually.  The only "good" thing is that I have both my primary and secondary emails go to Outlook so I can still read/respond if at home.  Unfortunately, did not set upon on my phone (but will when this is resolved) as it is important that I have, literally, 24/7 access.  Xfinity has outdone themselves, IMO, relative to bad service and deplorable customer service.

Thank you for letting us know about the issue with your secondary Email, @user_m3gg72! That is very important work and I want to make sure you're able to view all your Emails. Are you getting the message that your password needs to be reset? Have you cleared cache and cookies in the browser to see if you're able to complete that step? Have you tried a different browser to see if it works there?