@DuckSoup wrote: "...

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. ..."

That worked for me in the distant past when logged in with the Primary ID. Now, however, it only works for "Viewer" UserIDs. "Manager" and "Member" IDs simply do not have a "Change Password" link. Why the Primary user cannot change passwords for subsidiary accounts is more than I can imagine.

ETA: Primary user ability to change Manager and Member subsidiary account passwords restored for me on 12/7/2023.

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I am having the same exact problem! 3 live chats with a promise it would be fixed within an hour and it's a week later.  Absolutely no way to talk to a human. I plan to go to xfinity local store tomorrow but honestly I'm pretty sure they will not be able to help. This entire situation for this length of time is unacceptable.  I need a file that is in that email and contains everthing for an upcoming trip. I normally print everything out a week before so I'm getting down to the wire.  They need to fix this problem,  yesterday!

Try calling the number again during the business hours of 8 am to 9 pm. You will get better results from a agent who will provide you a code to reset the password and set up a form of secondary verification rather its a non Xfinity email or mobile number. State that you need to speak with a live agent and wait. Do not respond to other prompts.

You have to call the CSA phone number to fix this not the customer service phone number.  

Some people here do not seem to understand this.  I got mine fixed took less than an hour.

I have the same issue. I was able to reset my password twice on my primary account, but still got into the password-reset-[Edited: "Language"] page.  After managing to break out of the automated phone-help assistant loop, I was able to talk to an agent. The first-line support agent reached out to CSA, but told me they are closed. There is no way to escalate the issue now. It was recommended that I call back tomorrow. From reading the posts here, this is a systemic failure. FWIW, I have not tried to change my secondary account where my main email resides, so my email client can access it. But still, I can't manage my home network. My guess is that this is related to Xfinity migrating everything over to the Xfinity mobile app. Likely, I will call back tomorrow and somehow it will get fixed--or maybe even without calling it will get fixed. A couple irritations are that it is even more difficult to get an agent on critical issues, and then when you do get an agent, the agent does not have the ability to escalate the issue. As well, when there is a widespread issue like this, it is disappointing that there is not more priority on repairing it. 

Just wanted to give this thread a bump because the issue is NOT resolved. It is exactly the same as the day it started. In one of the threads or responses someone suggested going into the primary account and changing the secondary account from "manager" to visitor (can't remember if the exact term is visitor it's the one with the Least privileges). Then they said, the password can be changed. Well (sarcasm) sure I'll just change from "Manager" where I am allowed to call comcast and be a verified user who qualifies for certain "privileges", like talking to their useless help, to an e mail account that has no privileges so I can put in my password and use my e mail that I've had for decades! Thanks a lot comcast. Brilliant.

O.K.! So I got a notice today a pop up on my computer that "your comcast e mail is out of date" something like that. THEN my husband the primary got a message to reset his password. He did. I signed in as him and found that I could reset the password. Finally. Have to then sign in with new password on all devices. I also gave them my cell phone and google e mail. I was formerly posting here man1958. It made me resign up for this forum. I dislike the sign up process as it's impossible to tell what my "username" will be or post as. In any case after weeks it Seems to be resolved. Comcast/ Xfinity could have handled this much better. 

I was told by xfinity that it was their problem. It happened because of an upgrade to a program. 3 phone calls 2 of which I was told " we are aware there is a problem in our end" but it was not until day 10 that a different message came up when I attempted to sign into my secondary email that message said to use my primary account to change the password.  I believe they could have said that during my first call, unless at that point there was also a problem with using the primary account.  If it should happen again,  that will be my 1st step. 

Had the "reset your password" today, and since their online password reset is busted, got locked out after multiple retries. 800-XFINITY got me basic customer service, who fiddlefarted around for 30 minutes doing basic "troubleshooting" (reading the "reassure the customer" scripts and asking me to do things that I'd already done or weren't applicable) before telling me they couldn't give me a reset code, and transferring me over to CSA.

25 minutes on hold, with the robot voice alternating between giving me a 20-minute wait, or a 40. Finally get a human, who verifies my info, then wants a PIN that was mailed out to me once when the account was opened and never needed since (almost four years ago). 

Convince the rep to call the landline number on file, *the same number Comcast is providing service for*, and finally get a reset code. (Which kicks me directly to the busted password-reset-verification sytem again.) Second code actually works, and password is reset.

About an hour and ten minutes on the phone, not counting the initial disconnected call and all the time trying to reset online, all for something that could have been done online *if the password reset system wasn't broken!*

Next step: calling TDS and seeing if they've gotten fiber laid in my neighborhood yet...

(Skip directly to Comcast Customer Security Assistance at 1-888-565-4329, Customer Service will send you there anyway.)

I got a reset password prompt on my admin account.  They sent a text code to my cell phone on record.  Tried to reset password and like you said it was broken.  Could not type in the new password. Tried it again. Another text code sent. This time it worked.

But yeas the reset password page is broken in some way, once you get to it after you’re verified by a text code.  This is more continuing madness from Xfinity.

Xfinity please note:  Your enter new password page is broken.  It takes multiple tries to type in then type in again to change your password.  Which is unacceptable under any conditions.

FIX THIS  WHOLE MESS.

December 8th, 2023 and I woke up to not being able to access my account/reset my password:

Wow - what a nightmare for whomever dropped the ball at xfinity. If you want customers to reset their passwords, make the suggestion or "recommendation" as the site page says! Don't just "expire" them! Your systems couldn't deliver text verifications. Trying to reset my password using "another way" by entering my address, birthdate, and last 4 of my social threw a system error on the xfinity side. And because I'm paperless and don't have my account number, I had to jump through hoops to get help on the phone. Live Agent could not help me. I finally got them to provide me with my account number and then I got transferred to someone who finally gave me a 6 digit code to enter and reset my password. 

Someone in IT at xfinity really screwed up and/or they didn't properly test the process. 

I'l say it again: Don't mess with my passwords! 

This is now happening to me and wait time is over 60 minutes after I spent 2 hours on text chats trying to get a resolution!

Call CSA Level 2 at eight four four nine six three zero one eight five to resolve the password reset on secondary accounts

WORST CUSTOMER SERVICE, WASTE OF A DAY NOW 2 DAYS, AND RUN AROUND.  I have had the same issue with another email that has been used as my primary that was associated with a former account that me and the ex wife had when we were married.  I continued to use this as my primary for years then all of a sudden yesterday Locked Out with the run around from the CSA team.  Been on elevated hold now for over a hour ! I like Xfinity / Comcast but I must say the Customer Service has always been terrible.  If I could be another high speed service in my neighborhood I would cancel Xfinity / Comcast in a heart beat.  

Can not access my email. chat for over an hour this morning was assured it would be fixed by noon.  Called and rep said I would need to be transferred to security.  On hold no and estimated wait time is over 1 hour.  WHY??????