Can't login to Xfinity website asks to reset password

Customer service was no help with this issue with mine.  Everything they told me required me to have access to the account, which I don't.  I was told I'd receive an email with further instructions, but I'm sure that was sent to the account I can't access!

On hold using number provided by cpupro above. Customer service for past two days has been useless. Finally got someone 5:30p cst yesterday to tell me it was a known issue system wide and they hoped it would be fixed today. This thread makes me believe even more that they don't know what they are talking about. Current wait time is more than 20 minutes...for the fourth time. Wish me luck.

after 12 minutes, the wait time is now more than 40 minutes.

Total wait time for CSA rep was 18 minutes. Took another 15 minutes to reset two secondary accounts. Phone number posted above for Customer Security Assurance is (888) 565-4329. Ignore the amount of wait time and hope they answer quick. Same issue as others, had not reset PW in a long time and no backup email or phone number because they only allow one. Rep must have override authority, because we reset. Took 3 days, but finally back up. Thank you CPUPRO at start of this thread.

How about xfinity fix this problem!! Why are so many of us having issues having to reset our password and now I cannot get access to my email which I need. You try to get through via the automated system and they just tell you the site to go to in order to reset the password and that doesn't work. I had to pretend I had a billing issue. They transferred me to the Email department and now there is a wait time longer than ONE hour. Are you kidding me?????? Explain what is going on!!!! I barely got into one of my emails in another browser in order to post this!!!

This issue is beyond frustrating!  I've been locked out of e-mail for about 4 days now.  When I called the 800 number, they were difficult to understand as the whole thing has been outsourced to who knows where.  Next thing I know, they have forwarded me to yet another number. This is an adventure of a whole different magnitude.  The wait time was one hour!  One hour!!!!  I didn't want to wait.  Today, I started the entire process over again.  The young lady helping me put me in a queue and said that someone would call back. They didn't.  I have a sinking feeling that I may never see my e-mail account again.  And it goes back at least 10 years.

Hello user_15x8gu

Very sorry for the delay in support. Please know that our CSA customer security team is amazing. Were you able to reach back out to investigate options? 

@Poverty_Beach​ we had to do ours today too.  The security agent said it was because we didn't have recovery email / phone attached to our secondary accounts that they were flagged for updating.  I just waited on hold rather than having them call back.  Once you get someone on the phone, it goes pretty quickly to get the manual reset codes.  They are just slammed with callers today like us - something must have pushed out around 11 AM because the last sync my phone did with emails was 10:55 AM before having to try to log in again.  Wishing you luck!

I had same problem on one of my subaccounts.  Called the Customer Security Assurance team at 1 (888) 565-4329.  It asked me to press 1 if residential.  It asked me to press 1 if related to password.  Sounds like they are aware of the problem.  However, at time of call initiation the message said the wait time to speak to a representative was more than 60 minutes.  After waiting a half hour the estimated wait time was more than 60 minutes.  Gave up and will try again.  Perhaps after they fix the thousands of other users, I will have a shorter wait time.

@Martalenhart​ We got the "more than 60 minutes" wait time but they answered in about 45 yesterday afternoon.  We had three accounts to update and it took about 15 minutes to do all of them together (partly because the internet was slow on my end - but as I told the guy, I'm using Xfinity internet so that's partly their issue, too).

@user_xf0y5y  Thanks.  I was successful this morning.  The message said I would wait more than 40 minutes and it took only about half an hour before I got a representative.  It took a total of about 10 minutes.  For others, be prepared to name primary email address, social security number on the account and the owner of the account.  Finally be prepared with your 4 digit pin associated with the account.  Once these were figured out, the representative was patient, kind and thoroughly walked me through and made sure I was actually signed on and looking at my email before they left the conversation.

Hopefully they fix this overnight.  I can get into my primary email,  but my two secondary emails who are other family members can’t  get into theirs.

Endless loop to call them and change password.  I got them on the phone earlier, they could not help me.  Said it would resolve. This was 7 hours ago.

This is the busiest travel week of the year. Thanksgiving week.  People need their e-mail to work.  

By the way, if this is really the result of password expiration, then Comcast you are not following industry best practices: https://arstechnica.com/information-technology/2019/06/microsoft-says-mandatory-password-changing-is-ancient-and-obsolete/

@user_4c21d8​ AGREE!!  I use 3 emails- one for personal, one for bills and one for miscellaneous things.  I only have ONE phone number but can't put it on all the accounts; nor the same back up email.  It's crazy!

Still can't get into the account that needs to have a password reset.  I have talked to LIVE people.... no one can help!  They all tell me to do the same things that don't work!

@user_6169cd​ If you get back on the phone with them, tell them they need to generate a manual reset code.  They should know that - it's not something YOU need to do on your end except to put the code in after it's generated.

And I agree - it's stupid we can't attach a single phone number to the secondary email addresses on the primary account.  

Agree Have not had primary email for at least 4 Days After getting a email telling me to reset password.  when I tried to do what they asked --did not work many times 2 days in a row but  could not log on to reset with my back up address.  Now using Backup PC and competitor of Xfinity / Comcast^ for emergency only.    On 22nd of Nov spent all day trying Two two automated calls to get on a wait List that moved from  "nearly 60 Minutes" to "More than an hour. "   

My wife is on Day 3 of no email after getting the "reset password" prompt that requires a call to 1-800-Xfinity. She is the secondary on our household account. We have critical medical, travel and small business information stored in her email folders that we must access before Sunday, 11/26. Over the past two days she has tried 3 different support phone numbers. Two stuck her in an endless robo-assistant loop that kept circling back to 1-800-Xfinity; the third (888-565-4329) had a recording saying that the wait time for help was more than 100 minutes. Please, can someone from Xfinity support reach out to us? 

I can access my primary email, and was also able to reset an older secondary email because it had a recovery gmail account.  So that secondary is fixed.

I have two more important secondary emails that I cannot access or even reset from my primary account ID page because those both did not have a recovery email or phone. There is no button on those secondary users to reset the password to them from my primary ID Page.   

So now I have created two new gmail  recovery accounts for those 2 comcast secondary emails that are locked out, and I will try to get the security team on the phone Monday morning.  I pray that it doesn’t take hours.

We are 85 years old, do not have smart phones and have never texted.  Does Xfinity not know that a large percentage of their customers are elderly like  us?

We have an old fashioned house phone, and a basic cell phone.  

Xfinity could have sent out a mass email saying to make sure ALL email accounts have a recovery before their big upgrade..  Just as a custom  service announcement.  Then this nightmare would not have happened.

@Anon1298228 Thank you for reaching out via our Xfinity Forums. There is a known issue causing this password reset request that our back-end team is working to resolve. That cause has to do with the way the password recovery option is set up. A way to work around this would be to have the primary account owner access the list of authorized users on the account and select the desired name that needs to be reset. Is this something you can do now? 

I did that. There is no option to change the password on the secondary accounts.

I can change my primary password but not the other 3 secondary accounts. 

Was the option there on your secondary accounts?  I do not see it on mine.

Thanks