Cannot Reset Password

My wife tried to access her email this afternoon and was directed to reset her password. She was directed to a screen that only says:

"Need help resetting your password?

You can reset your password by connecting to your home WiFi network and visiting xfinity.com/password. If you still need help, give us a call at 1-800-XFINITY."

Going through that password web page, she was directed back to the above, with no way to reset her password. I tried going through the online assistant, which is useless. Calling the xfinity phone number I was unable to get the system to recognize the problem and could not get through to a live person.

So, she has no access to her email and no way to resey the password to get access. HELP.

This conversation has been merged. Please refer the main conversation:

Xfinity Password Guidance for Account and Information Security

Responses

U

user_c4528c

2 Messages

1 year ago

Same issue here. I got unemployment [Edit: inflammatory] I need to get sorted out and I can't because they require a code that gets sent to my email. This is so stupid

(edited)

3

XfinityAldrik

Official Employee

•

2.1K Messages

Thank you for reaching out to us @user_c4528c! Have you had a chance to look over our article on how to Reset your Xfinity password? The article is really helpful and provide step by step instructions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

U

user_bmspo1

2 Messages

@XfinityAldrik This is an issue on Xfinties end not the consumer this is an issue your company caused stop with the generic responses. I was on hold for an hour to try and get mine fixed the moment I was connected they somehow disconnected I am not going to call and wait another hour to get something fixed your company should already have done,!

1 year ago

0

XfinityShawn

Official Employee

•

1.5K Messages

@user_bmspo1 Have you tried reaching out to the Customer Security Assurance (CSA) team? If you have been on the phones with support, and your issue is still present, I would recommend to call them as this has helped customers to get this resolved. Here is the link https://internet-security-site-web.as-g7.cf.comcast.net/help/report-abuse to their website with their contact information.

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1 year ago

0

U

user_3dakmd

2 Messages

1 year ago

Same issue, first noticed on Monday, 11/20, even visited the local Xfinity office, but they said email was not their deal. Yesterday, tried the 800 again, realized it was useless after the first person I spoke to could only replicate what I was already trying and then he gave up and transferred me and I got the repeated messages about the wait being over 60 minutes.

Some changes today, though. I have two secondary emails. Only one of them was giving me this issue, but then this morning, the other one was now doing it. Even worse, my PRIMARY was now doing it. But at least there was one difference with that: there was the option to text me an authentication code, which I did, was able to reset on the primary, and that is now good to go. But still locked out of the two secondaries, and not getting that text code option, probably since the phone is only associated with the primary. So it seems like it is now a waiting game on the secondaries.

4

U

user_pu8oug

4 Messages

Same problem here. Unable to reach a live person to resolve this issue. Endless loop! Very frustrating Xfinity!

1 year ago

0

U

user_e121iv

2 Messages

Well, the downtime gives me opportunity to search for other broadband providers.

1 year ago

XfinityKassie

Official Employee

•

1.7K Messages

@user_3dakmd Good morning. Thank you for taking the time to reach out to our Community Forums Team. I can see how not being able to gain access your email would be frustrating. I would be delighted to take a look into your secondary email addressed, and get you in the right direction today. To begin, can you please send a Direct Message with your name, the service address, and the email addresses you are needing assistance with?

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

XfinityPaula

Official Employee

•

1.4K Messages

@user_pu8oug Thanks for reaching out, and I'm sorry for the trouble with this email address. We are seeing a lot of it at this time since our security team is trying to make sure all usernames / email addresses are updated correctly and secure. I had issues with two of my addresses, but once you have a recovery option set up you should not have any additional issues.

While you are on your home network you should be able to log into your primary email address and make adjustments including changing the password for your secondary addresses. Are you able to check your primary account to access the secondaries?

If the main 1-800-Xfinity number is not helping you can try to call them again and tell them you have tried the link on your home network, and it's not working. They should connect you with our Security Assurance Team. If not, you can try the abuse number here: https://internetsecurity.xfinity.com/help/report-abuse which will connect you with the same security team.

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

H

Helspar

5 Messages

1 year ago

Currently on hold for the same issues. As of right now 12:00 noon EST the automated message is saying a wait time of over 100 minutes.

0

kennepede

Regular Visitor

•

21 Messages

1 year ago

In this particular issue, trying to get help through the automated voice assistant is futile. The best way is to contact CSA at 888-565-4329 as others have recommended. The problem is that there are so many users with this problem the wait time is long. I waited for almost an hour before an agent was available. After about 20 minutes of gathering symptoms we were able to reset the password of my primary and secondary account. I asked if the problem is related to the new Xfinity app rollout, but could not confirm that. At any rate, going directly to CSA is the way to go for this issue instead of trying to use the normal automated phone assistant. I had wanted to provide feedback and conform that I had the same symptoms, but I could not log in because of the problem--paradox. It is frustrating to not be able to get past the automated phone assistant. Xfinity should make it easier to get to a live agent. Last night when I was trying to get help on this, I finally was able to get an agent (and now I cannot remember how), but once I did the first-level support agent realized that it was a CSA issue. However, at that time of the evening, CSA was closed. Argh. I can think of far worse issues to deal with, but expectations are that it should easy for users to get help instead of going through a circular troubleshooting process. It is not like Xfinity is free. Thank you.

1

H

Helspar

5 Messages

Just got off the phone, it took 50 minutes to be connected to a CSA agent. Took less then 10 minutes to resolve the issue.

One might hope they (Xfinity) might learn from this.

1 year ago

U

user_uhh1b5

6 Messages

1 year ago

Based on the comments, it's clear Comcast has a problem. So are they going to fix it? Where are the Xfinity people on this post saying they will fix it?

Do i have to call again and wait again "more than 60 minutes" for them to tell me? Or is Comcast going to step up and fix the issue for EVERYONE?

8

ben345

Contributor

•

95 Messages

I don’t understand why there isn’t an official Comcast/Xfinity employee coming on these threads to let people know what is going on.

We are elderly people in poor health, and do not have smartphones, cannot text, and do not have other email addresses outside Comcast in order to fix this reset password issue.

This is Thanksgiving week and we can’t get our simple emails from relatives.

Our bill is very high per month for elderly people. This is just not right.

Where are the Official employees to help us?

1 year ago

U

user_8arvai

6 Messages

Amen. I'm in the same boat, no smartphone to receive their texts, no alternate email out of the one I cannot get into because of a forced password reset that is in an insane loop. It's hard enough for me to remember my password as well and I really don't want to reset it because Xfinity thinks it is in my best interest! When are they going to realize that not everyone embraces the 100% digital-connected world!

1 year ago

XfinityKassie

Official Employee

•

1.7K Messages

@ben345 Good afternoon! Thank you for taking the time to reach out to our Community Forums Team for assistance with your password concerns. It looks like you having a hard time in getting in touch with us, this is not the experience we want our customers to have. I would be delighted to assist you in getting your issues resolved today. To get started, can you please send a Direct Message with your name, the service address, and the email address you are needing assistance with?

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

rjbaluckett

Visitor

•

3 Messages

The above cannot be located. and I am having the same issues. I am currently locked out of my email and cannot get in. I am currently on hold for 13 minutes and the recording says expected hold time more than 40 minutes.

1 year ago

0

XfinityRyanE

Official Employee

•

1.1K Messages

Hello @user_8arvai, thanks for reaching out for help with resetting your password.

If you are still having trouble with this, please send us a direct message, and our team will be happy to help. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

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

U

user_pu8oug

4 Messages

1 year ago

Same problem here. Unable to reach a live person to resolve this issue. Endless loop! Very frustrating Xfinity!

3

U

user_578a1f

Visitor

•

6 Messages

Same problem here. The Comcast Customer Service Representative wasn't helpful, but did want to sell me some additional Comcast services. I told her today wasn't a good day for Comcast to market additional services. The number the Customer Service Rep forwarded me to has been on hold for an hour is now quoting more than 100 minutes.

Comcast should be ashamed.

1 year ago

U

user_jzw87b

1 Message

I am having the same issue. Spent all day on a chat with Xfinity after countless phone calls looping me right back to the beginning. After 3 hours, I was told Xfinity has a known issue and it would be fixed in 2 hours. 4 hours later and it is still not fixed. Btw - at the end of my chat - the rep attempted to sell me on their mobile service! Unbelievable!!

1 year ago

U

user_8arvai

6 Messages

Yup, same here. When I told them we needed another way to authenticate since I don't have a 'smart phone' or alternate email for recovery they tried to sell me mobile services. Told them that if they can't even allow me to access my email the last thing I need to do is have their mobile phone service.

1 year ago

U

user_zbhibq

4 Messages

1 year ago

I have the exact same issue. I did finally get through to a live person but she said there were no known issues even though 4 people called before me with the exact scenario. All the usual suggestions were tried. Still can't login from my computer.

1

XfinityShawn

Official Employee

•

1.5K Messages

@user_zbhibq Did the representative do any troubleshooting with you? What steps did they try with you?

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

U

user_8arvai

6 Messages

1 year ago

Well it looks like I am in good company. Just went through the same pain as everyone else here on this forum; they indicated to me the fix would not be for another 24 hours and that they would call me back--so I assume that I'll get a call from Xfinity right smack in the middle of our Thanksgiving dinner. Not so thankful for that...

2

U

user_ugpaw1

4 Messages

After being on hold for over an hour, the number just automatically hung up.

The volume of messages on this Community Forum likely represents a small fraction of the number of Comcast customers with this problem. One would think they'd provide a message on the home page to the effect that they are aware of the problem, so that we don't have to go through hours of being on hold, endless loops, and Customer Service Representatives attempting to sell us additional services.

1 year ago

0

XfinityRaf

Official Employee

•

901 Messages

Good afternoon @jiminnm. If you still need assistance with this, please let us know.

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

U

user_qsd0a8

2 Messages

1 year ago

This is clearly happening to so many of us and they only keep telling us a specific time when things will be fixed to get us to hang up. I have been on hold with the CSA number for more than an hour, after having been trapped in the endless loop of the 1-800-Xfinity automated service. I don't want to reset my password, I want to login. I do not need your help recovering my login information, because I already know it! It's making everyone call. Sounds like this has been happening for a few days. I tried accessing the primary account for the workaround, and this is the only secondary account listed where I can't change the password. This is wildly unacceptable customer service.

3

windyPlace

Visitor

•

2 Messages

People are suffering with this bug and blaming themselves. This fiasco is beyond wildly unacceptable. Time to alert the FCC.

1 year ago

XfinityRyanE

Official Employee

•

1.1K Messages

Hello @user_qsd0a8, thanks for reaching out for help with your account logins. If you are still having trouble with this, our team will be glad to help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

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

XfinityJeniece

Official Employee

•

3K Messages

Hey there, @windyPlace thanks for reaching out here on Xfinity Forums. Are you still having an issue with resetting your password? Have you tried reaching out to the CSA Team as well?

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

U

user_84f934

9 Messages

1 year ago

Quick answer (as others mentioned) - It's a known issue from an xfinity update. To fix, call this number [Edit Soliciting], wait on hold about an hour, and then they will fix it in 5-10 minutes.

(edited)

0

U

user_b7ewwv

2 Messages

1 year ago

Well, after reading all these posts, at least I know I'm not alone in this ridiculous situation. My secondary email account stopped working on Monday afternoon. Did the futile robo-call and online chat yesterday. Went to the Xfinity Store today to see if they could help, or at least put a trouble-ticket in for me. Nada -- they said they had no way to help. XFinity loves taking $280/month from me for their services, but provide no actual customer service when it's needed. They could at least publicly acknowledge they are aware of this [Edited: "Language"], and are working to fix it, so people don't waste their time contacting "customer support". Somebody really needs to be fired over this!

(edited)

2

0

XfinityJeniece

Official Employee

•

3K Messages

Hey there, @user_b7ewwv thanks for reaching out through Xfinity Forums regarding the issue with your email account. I know how important it is to have an email account up and running as I truly rely on my email for everything! Have you already tried these steps to see if that helps?,

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

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

ben345

Contributor

•

95 Messages

There is no ability to change the passwords on the sub accounts, once I am on my master account page, you can only change the primary account password.

Why is it not showing a button to change the passwords on any of the sub accounts?

1 year ago

0

U

user_0r5l25

11 Messages

1 year ago

I am having the same issue. I did speak to a rep. They said this is happening to a lot of people.

I have been locked out of my e-mail account for three days now.

I have doctor’s appointments, stock market trades, and e-bay purchases all coming to that account.

2

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user_578a1f

Visitor

•

6 Messages

Since it's happening to many of us, why can't they track that on their end and fix it automatically? I wanted to log into the acct. to see if I might have any packages arriving yesterday. I also have my film rentals and a streaming concert on it. They leave a lot to be desired. Good luck to all of us.

1 year ago

0

U

user_0r5l25

11 Messages

Same issue for many users:

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...

1 year ago

0

U

user_0r5l25

11 Messages

1 year ago

Same issue reported on

Xfinity Community Forum > Internet > Email > Email password reset problem

0

U

user_0r5l25

11 Messages

1 year ago

same issue reported on

Xfinity Community Forum > Internet > Email > Email password error

2

0

ben345

Contributor

•

95 Messages

Still locked out of all secondary email accounts, this is the 4th day, and no response on this forum from an official employee of Xfinity.

Why isn’t an official statement being issued?

1 year ago

0

XfinityOrlandoM

Official Employee

•

2K Messages

@ben345

Since you have already sent us private message lets continue there, I have responded to you via the private messaging

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

Man1958

Visitor

•

13 Messages

1 year ago

Same Issue!! I first noticed it yesterday. When I try to log in to my E Mail account it tells me I have to reset my password, then the only option is to call the Xfinity/ comcast 1-800 #. I did call and wasted some time maneuvering the autobot to finally connect me to customer service (after 5 calls trying) by saying "Live Agent" over and over and tricking the autobot. It wasn't easy. The service rep was nice so I was nice to him, but he told me it would be an hour wait and that many people are having the Same Issue. I chose Not to wait an hour and hung up. Luckily I have since managed to access the e mail on my cell phone. I'm not sure the name of the app or program but it's set up, and has been since I've had the phone to automatically access my e mail w/o a password everytime. Today I set up "outlook" on windows 11 (little mail icon bottom taskbar). I've never used it before but Amazingly I signed into my comcast e mail with it when I cannot through any of the comcast links put in my password!! It's the endless "you need to reset your password loop" that apparently many people are having. Comcast/ Xfinity needs to fix this. Unfortunately my confidence in this happening any time real soon isn't high. On the advice of a different thread here, I managed to sign into my husband's account (the primary account) I was trying to get to a possibly link to reset MY password. Instead it basically forced me to complete signing up for this forum (under his account name) so here I am. By the way why should the OP contunue it in a Private message comcast? Do you not want the millions of people reading this to know others are having the same issue? Someone else said they think comcast was hacked and that's causing the issue OR maybe it's that new app? I don't have it and it's unclear to me whether the New app is for cell phone only or home computer also. I did previously try downloading it to my home computer and nothing happened or downloaded.

2

0

XfinityRyanE

Official Employee

•

1.1K Messages

Hello @Man1958, thanks for reaching out for help with you Xfinity logins. If you are still having trouble getting into your account, our team is here to help! To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

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

U

user_ubws1f

4 Messages

@XfinityRyanE I am having this issue as well. I have one email tied to my current account and one tied to a former account. I can't get into the email account tied to a former account, and I have a lot of replies I'm waiting on

1 year ago

0

Email

jiminnm

Cannot Reset Password

"Need help resetting your password?

user_c4528c

XfinityAldrik

user_bmspo1

XfinityShawn

user_3dakmd

user_pu8oug

user_e121iv

XfinityKassie

XfinityPaula

Helspar

kennepede

Helspar

user_uhh1b5

ben345

user_8arvai

XfinityKassie

rjbaluckett

XfinityRyanE

user_pu8oug

user_578a1f

user_jzw87b

user_8arvai

user_zbhibq

XfinityShawn

user_8arvai

user_ugpaw1

XfinityRaf

user_qsd0a8

windyPlace

XfinityRyanE

XfinityJeniece

user_84f934

user_b7ewwv

XfinityJeniece

ben345

user_0r5l25

user_578a1f

user_0r5l25

user_0r5l25

user_0r5l25

ben345

XfinityOrlandoM

Man1958

XfinityRyanE

user_ubws1f

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