I have tried to get this fixed in private messages and they could not help me.  I was totally confused. I am 85 years old and locked out of my e-mail.  I am supposed to create 2 new Gmail accounts, then call the CSA number. Which everyone is saying is a waiting nightmare.

I have been a customer for 30 years.  This is just wrong.  I am calling the consumer reporter at the Boston Globe and channel 7 tomorrow morning.  Maybe if this gets on the 6 o’clock news we will get some answers.

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.

I tried 3-4 hours two days in a row and get transferred to a on line specialist, but they never answer the phone. All I gert is your wait time is more than 60 minutes, over and over. Why can't they just let us reset the password? Why have to call and get nowhere. I weant a refund on the past week with no email access on one of my email accounts.

This is the most absurd way Xfinity support could have handled this PERIOD. Talk about creating a customer service nightmare! No wonder people hate using your support! Maybe next time, send out reminder emails so people update before you lock them out. Or here's a thought, just don't lock them out of their accounts period! Comcast should issue everyone single person with this issues a refund of services for time wasted!!!

I was having the same problem , my husband who is the primary , logged into his account , choose mine , and was able to reset my password doing that .

Any luck? My mom has same problem.

I am having the exact same issue. I attempted to log into my email with Comcast several days ago; when I hit enter I received a message stating that Comcast wanted me to reset my password for security purposes. I hit the "Reset Password" and was directed to call the I-800-Xfinity; I have been working on this issue for two days and have done the following:

1)Went to my local XFinity store for assistance and was told they could not help me because this was a "hard" reset initiated by Comcast and I would have to call.

2)Called 1-800-Xfinity and tried for over 20 minutes to trick the system to allow me to talk to a "live" person. I was sent a text message to "reset" my password which directed me back to calling the 1-800-Xfinity. By the way, the recording stated that Comcast would be initiating password changes during the Holiday Season for security purposes and you might be asked to change your password more than once.

3)Called for the fourth time and again could not reach a human being, I was sent an email with a link for "live chat". I clicked on the link and guess what, nothing happened. Over one and a half hours later I received a text wanting to know if I still needed assistance, I responded yes and was immediately told I had been "opted out".

4)Finally the last test sent (I am now several hours into this process) I am given a different phone number to call. After being on hold for over 15 minutes a person answered from another Country. He asked me the same questions multiple times, I answered them all and explained what was happening; put on hold again for about 8 minutes then told he could not help me and would connect me to a different department. While on hold I received a recording telling me my wait time would be over 40 minutes, stupid me waited. Finally a person answered and then I was immediately disconnected.

5)I have followed every directive from XFinity Comcast to reset my password, I have followed every text instruction...every single repair leads me back to the same "To reset your password call 1-800-Xfinity" and the nightmare continues. Obviously Xfinity Comcast IT people have created a flawed password reset system they do not know how to repair; I am still without the ability to access my email. So angry!

CSA, 888.565.4329, can probably help you.  My wait time yesterday was less than 25 minutes.  Suggestion, install Outlook and add al you emails accounts to it.  My secondary account is extremely important and, fortunately, I use Outlook so could still read/reply to my emails.  The problem for me was that I need to be able to see when I am away from my computer (legal, time sensitive emails) and the email app on my phone wasn't accessing without putting in the password which, of course, I couldn't do.  Now that I've resolved, I've also added the Outlook app to my phone.  I also understand that 2-step verification prevents us from having to reset our passwords.  I have on my primary account but am being sent into another circle cycle on my secondary account.  When I'm up to it (LOL), I will attempt to get assistance from Xfinity.....probably by calling and saying I want to add services.  That gets you to a live person who can then transfer you to Technical Support.  If Xfinity thinks they are going to make or lose money, you get to talk with someone.  Note:  Technical Support was not able to assist w/ this issue a few days ago.  

I have the same issue and the link they send does not work. This is too much not to or be able to get email. The 800-XFINITY number is automated and I could not get around it. If this is an ongoing problem maybe there should be an FCC complaint or Better Business complaint.

Same situation happening to me on one of my secondary logins. 
Xfinity will only let you put a mobile name and another e-mail on 1 account. This causes an issue cause they keep asking for those items on all the logins. Can't get thru the automated voice.

I have been without 3 email accounts for over a week.  I finally got someone who knew what they were doing and I was able to actually re-set my password. This re-set has to happen at their end.

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.

I am having the same issue and experienced the same response as noted above.  I finally got to a live agent online and they said it's a known issue and try in a few hours.  That was last Friday, tried again today (Monday) and nothing has changed.  The online chat said I would receive a phone call in a few minutes.  That was over six hours ago and still nothing.  I wish the senior management of this company would try communicating with their service desk the same way we do.  It is quite possible the worst customer service I have ever experienced.  As of right now there is no way for me to access my email account and Xfinity has no options to resolve the issue in parallel with keeping the customer informed.  

Has anyone had this issue resolved? I was told last Tuesday it would be resolved by the end of the day. I still can't login to my email. Has anyone been given any sort of time frame when this will be resolved? I can't stand the thought of trying to get through to a live person again. It's painful, lol. 

You have to call the CSA phone number Customer Security Assurance.  NOT the Xfinity customer service number.  The CSA number.  You will have a wait time on the phone but they will help you fix this problem.  Read my earlier post and good luck.   This is the only way to get this fixed.

It took less than an hour today to get mine fixed.