cpupro's profile

Contributor

 • 

35 Messages

Sunday, November 19th, 2023 1:48 PM

Closed

Can't login to Xfinity website asks to reset password

Can't login to Xfinity website asks to reset password continually. I have other Xfinity emails and I can login to the Xfinity website without issues. It's just this one account I can't get in.

When I click on the "reset password it goes to this -

"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."

I can't reset the password.

Accepted Solution

Contributor

 • 

35 Messages

6 months ago

The account was compromised due to the fact I hadn't changed password in "x" amount of time along with not having a back up email or phone number. Had to call Customer Security Assurance team at 1 (888) 565-4329  to get this cleared up. I am now able to get into account without issues.

Visitor

 • 

10 Messages

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!

3 Messages

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.

3 Messages

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

3 Messages

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.

1 Message

same problem, locked out of two email accounts "Reset Password" - keeps putting me in infinite loop back to original account.  Alos when try to reset from primary account, same thing - infinite loop back to original account.  comcast is so HORRIBLE...  talk to an AI for 15 minutes and then get GOODBYE. 

Official Employee

 • 

1.2K Messages

6 months ago

Hello @cpupro, and thanks for reaching out for help with your login concern. We are more than happy to assist you get this resolved. I see you already posted a direct message to provide me personal information for assistance. I'm happy to continue with you there to get this fixed. 

6 Messages

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!!!

1 Message

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.

Official Employee

 • 

1K Messages

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? 

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 Message

@XfinityEricB​ I am having this same problem now. I have 2 Comcast email accounts and cannot get into either one of them. I have been on hold for an hour at 1-800-XFINITY for an email specialist. I got to the first customer service rep in about 8 minutes. What information do you need to help me? I had to forgo a tele doc appointment this morning because I could not get into the account.

Official Employee

 • 

1.2K Messages

Thank you for reaching out to us @user_yqyihr! Most of our email password features have been transitioned to self-service options through our website. Just to confirm, have you tried resetting the password following the steps in this article?

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

Expert

 • 

103.7K Messages

6 months ago

Visitor

 • 

1 Message

6 months ago

Same problem for me on two of my "subaccounts".  I can login to my main account but no option to reset the password to the subaccounts.  It took me 25 minutes to get through the electronic voice prompts to speak to a human (the automatic system would only allow me to reset my main password which is the only one that is working!).  Another 25 minutes with her on hold.  She said both accounts were "compromised" at the exact same time.  Highly unlikely as they are very different names with very different passwords.  I see lots of post with people having the same issue.  Sounds like a problem on Xfinity's side much more than somebody hacking my emails.  She said the issue was escalated to "CSA".  Wait time for them is over 20 minutes.  Been waiting almost an hour for a call back.

This is unacceptable

12 Messages

@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!

Visitor

 • 

2 Messages

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.

12 Messages

@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).

Visitor

 • 

2 Messages

@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.

New Poster

 • 

3 Messages

6 months ago

I've had the same issue for a few hours now.  I have 2 accounts and one I can get into without any issue but the other one says I need a new password and then it won't let me reset it.  VERY frustrating.

Contributor

 • 

92 Messages

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.  

29 Messages

6 months ago

So, I got mine fixed after about 12 hours on the phone. But, how are we supppsed to have backup options if you only let each backup email or phone number be associated with one account! Also, this long of a wait is unacceptable for something as critical as email access.

(edited)

29 Messages

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/

(edited)

Visitor

 • 

10 Messages

@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!

(edited)

12 Messages

@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.  

1 Message

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. "   

 

Visitor

 • 

1 Message

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? 

9 Messages

6 months ago

Quick answer (as others mentioned) - It's a known issue from an xfinity update. TO fix, call this number  1 (888) 565-4329, wait on hold about an hour, and then they will fix it in 5-10 minutes.

Not applicable

 • 

2 Messages

6 months ago

I've had this issue for 4 days now. Am sitting on hold with the "support team" and the wait time continues to be 40 minutes. Cannot access my subaccount. Able to access main account. If I go into Outlook on my laptop I can actually see my emails and it looks like I can compose emails. Hope this helps anyone trying to at least get to their mail

Contributor

 • 

92 Messages

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.

Official Employee

 • 

1.2K Messages

@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 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 Message

6 months ago

I had the same  problem for 3 days. Instructions I was given was to sign into my primary account, click the person icon next to the shopping cart, go to account and idenity, scroll down to the email that you want to change the password for, click on that name and change the password. Hope it helps! GL

Contributor

 • 

92 Messages

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

Regular Visitor

 • 

15 Messages

@ben345​ I was told by Xfinity security that the feature was disabled.  It isn't but you can't access secondary accounts by logging into Xfinity.com.  Login as primary to https://customer.xfinity.com/.  Click on your account icon in upper right and select the Account and Identity tab/arrow in the block on the right.  You will be prompted for your primary password again but after that you can modify your secondary accounts.

Official Employee

 • 

516 Messages

@AJG617  Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

Regular Visitor

 • 

15 Messages

6 months ago

[Edited: "Language"] I have had this issue for over a year.  One of my email accounts is locked out (now weekly) because "as Xfinity Security told me, someone overseas tried to login three times unsuccessfully".  So I have to pay the price and call them, despite having a phone number on file which they never contact me on. So my accounts are on the dark web???? No fooling thanks to OPM, Experian, T-Mobile, Verizon, Samsung, Home Depot, name your poison breaches.  My passwords have not been broken.  Xfinity security said I would get a call or text to confirm whether or not I was attempting to login because someone overseas was trying to access my email and I got them only because I threatened to cancel service.  Nothing, nada, zippo from Xfinity.  Well, [Edited: "Language"], I'm not overseas so BLOCK THEM NOT ME or roll out Multi-factor authentication like most SMART companies do. 

What I do notice, is that it always occurs first on my Samsung phone and does not affect the Linux or MS systems (6) that I use to access the email.  I am sick of this.  If it happens one more time, I will cancel all of my Xfinity services - PERMANENTLY - and use my free gmail account and go back to DirecTV.

(edited)

Official Employee

 • 

516 Messages

@cpupro Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

Visitor

 • 

3 Messages

Ditto.  I've had the problem for about a year.  Both of my comcast emails became unusable; the secondary about 10 days ago, and the primary today.

I was able to reset the passwords (and added recovery phone numbers to both).  But, what a pain; the Xfinity website is horrible; I had to guess at how to do things; very slow with confirmations, complaints about the new passwords not matching (that is, the entry and confirm, even when I have the passwords shown and they're clearly the same -- used copy/paste!).  Customer service when I called 10 days ago was useless, other than to confirm my suspicion that the entire problem was on the Comcast end; not my phone or desktop.  And, as stated above, the problem began on the Samsung phone, but didn't have problems on Linux or WIndows.

Really disappointed with customer service.

Barf.

Contributor

 • 

92 Messages

@user_2ae2e5​ 

Yes there is something broken on the enter new password page.  As you said it is slow and says the passwords you type in don’t match, when you can see that they do.  I am into all my mails now, but there is some very bad glitch going on in a large way.   System wide.

Side note. I just got the letter today that my bill is going up!!! THANKS XFINITY. Thirty year customer here.

Official Employee

 • 

1.3K Messages

I'm happy to hear you were able to access your email, @ben345. I know how frustrating it can be when your bill goes up, and I would be more than happy to go over your services with you to see if there was any opportunity for a new promotion or lower rate. Please feel free to send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, and we can look into this for you any time.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

Visitor

 • 

3 Messages

6 months ago

I spoke with Comcast today after spending several hours on hold.  The agent led me to believe that this issue would be corrected in a few days.  It sounds like it's going to take a lot longer!

Visitor

 • 

1 Message

6 months ago

Having the same issues described above!  Very frustrating, I never asked to have my password changed.

Official Employee

 • 

687 Messages

Hello, @boosterbglee. Thank you for reaching out over Xfinity Forums, you have contacted the right place for support. For account security we may ask at times for your password to be updated, this is for the protection of your account. If you're not the primary user on the account, you would need the primary user to help get that updated.

 

It sounds like you may have already attempted the password reset steps outlined here: https://www.xfinity.com/support/articles/changing-or-resetting-your-password. 

 

If you're unable to get the password reset, you would want to reach out to 1-800-Xfinity and work with our Customer Secuirty Assurance (CSA) experts to help with the password reset. 

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

Expert

 • 

30.4K Messages

6 months ago

@boosterbglee @pwrakr 

Comcast is requiring everyone to change their passwords on all of their accounts.  You will need to do this online.  If you need help you can call:

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

Be advised there may be a lengthy wait time on hold.

Regular Visitor

 • 

15 Messages

@Again​ Utter nonsense that I have to change the password on the same primary account 4 times in the last month including twice in one week and that's in addition to the password changes required this year (8) for 3 sub-accounts and two of those were within a month as well.  And according to Customer Security Assurance this is completely due to someone overseas trying to login to my account.  I find it curious that all password changes exhibit the problem first on Samsung mobile phones yet on 3 other sub accounts that happen to have Iphones, there has been no required password changes in the last decade.

2 Messages

6 months ago

@XfinityBrianH can you reach out to me please? I have been trying the last four days, been on hold unsuccessfully for over 100 minutes - I have bills and flight information in my emails that I need to access today!!!!

2 Messages

Disconnected twice today while on hold for 60 minutes - this CSA team does not know how to answer the phones!!!!  This would be a great media story Comcast "The Grinch" disconnects everyone's email for the holidays.

Regular Visitor

 • 

15 Messages

Three of us got locked out on Black Friday.  Coincidence?  And not able to retrieve critical emails from physicians/banks etc?  Pathetic.

Official Employee

 • 

719 Messages

Hello @user_w9upab. Please follow this link https://www.xfinity.com/support/articles/changing-or-resetting-your-password to reset your 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 Message

6 months ago

What is going on with our E Mail, we can't change the password and we can't get into our business e mail. We have been on the phone with Comcast all day trying to reset the [Edited: "Language"] password and no one at Comcast can help us. What can I do to get into my e mail that I need for work?????  Call me [Edited: "Personal Information"] Sharon

(edited)

1 Message

I really am curious as to why this issue is occurring? I am getting the change your password prompting as well for main account. I change my password about every 120 days, use 2 tier authentication and had been using the Xfinity Authenticator as well, there is no excuse for my needing to reset my password if I'm using 2 tier authentication or my finger print on the authenticator app, though phased out to just the Xfinity app now. It's odd, as I can download emails on all my devices to my respective email apps, and the authentication works through the email apps, but can't log on to my account via the website. I have 2 grandfathered email accounts (was 3 until a Xfinity carbon based life-form who should of been fired deleted my account on accident, i.e. Fattass'-Finger from my old comcast account that never seem to have these issues, if they end up having issues I can't get support for them, at one point Xfinity accidently deleted my main email account that had been grandfathered after I left Xfinity as a customer. After 21-23 phone calls and many hours on the phone, I finally got an employee high enough up the food chain to admit they screwed up and provide a solution as they did not want to provide support for their employees mistake. The account was used daily, to get it restored as they would not restore it to the grandfathered type account, I had to piggyback on one of my friends accounts for about a year, then had the account xferred to my in-laws Xfinity account. So there are competent employees at Xfinity, the challenge is getting one on the phone. I had at a time a few level 3 tech's direct desk numbers after this incident.) When this kind of stuff happens Xfinity needs to dole out some 100-500$ visa gift cards to us customers for taking our time for the Xfinity error, I charge my IT customers 180/hr, so make sure you get up the food chain as far as possible and are compensated for your time, small claims anyone? Don't be thankful for them fixing the issues they created, the loss of email connectivity cost some businesses many 1000's of dollars a day for just 1 employee business losses. The apology from Xfinity is just the first step they need to do after resolving these issues they cause due to poor scripting or incompetent employees, and frankly the vp of email operations or higher should be the one calling every customer who has issues, the folks on the forums who provide support or work the call center, shouldn't have to apologize for those who make the decisions and are paid to have responsibility to oversee email communications. The account I'm logged into here is not my main account and I won't be calling in or changing my password, I just expect it to be auto-magically resolved, so restore or reset the PW expire flags for what-ever accounts you have messed up., That's what we pay all that money for, no bonuses for the tops dogs who run email operations for the next 2 years, also reduce their vacation time to 1 week per year for 2 years, I'm done now. . 

Official Employee

 • 

487 Messages

@DOKGRYM Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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
forum icon

New to the Community?

Start Here