Frequent Visitor
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17 Messages
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
cpupro
Frequent Visitor
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17 Messages
11 days 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.
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XfinityEricB
Official Employee
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909 Messages
11 days 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.
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EG
Expert
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101.6K Messages
11 days ago
@cpupro
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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Poverty_Beach
Visitor
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1 Message
9 days 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
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justme64
New Poster
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3 Messages
8 days 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.
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user_4c21d8
27 Messages
8 days 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)
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user_84f934
6 Messages
7 days 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.
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Anon1298228
Not applicable
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2 Messages
5 days 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
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user_5t3l01
1 Message
4 days 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
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