Can't login to Xfinity website asks to reset password

Yup, same issue with the phone number.  I have multiple emails, one phone.  I got an email from silly Comcast saying my phone was removed from the first account after I added it to the second.  Did the developers do any thinking about this, or actually try the new code before deploying?  I think not.

Be happy only a week - this has been happening to me for over a year.  Difference was I could always reset my password.  On all the recent resets, I've had to call the 800 number to get a pin.  4 times in one week I had to cal 800-xfinity with hold times exceeding one hour.  8 calls since July alone and that doesn't include the number of calls by family.

If this happened 4 times in one week that tells me there is something happening with your account.  Are you the one that said Xfinity thought you were being hacked from overseas?   Just to get some context, because it sounds different than what has been happening since Thanksgiving week.  Which was system wide.

@user_ls4njw​ have you called Customer Security Assurance to get your password changed?

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

@ben345​ Yes.  For context, this has been a regular occurrence for well over a year but when it happened 4 times in one week I was given Comcast Security number 1-844-963-0185.  I was told by the security representative that my primary account had been disabled due to 3 consecutive attempts to login from overseas.  However, two other accounts were disabled and did not have any attempted false logins.  Three of the occurrences happened on Black Friday, once on the primary account and once on two secondary accounts.  I still had to receive a pin and reset the primary password but Xfinity informed me that subsequent attempts to access my primary account would result in a call or text from them to my phone number on file.  Unfortunately 3 days later my primary was locked out again and I received no notification text or phone call.  Three unsuccessful login attempts will lock your account but this is the first time that all three accounts could not reset their password without calling Xfinity for a lengthy on hold time just to receive a pin and have them reset the login sequence to ask you for the pin once you verified you were legit.  That is a flawed process IMHO.

Hello, @user_ls4njw! Thanks for reaching out about the email and password. We will certainly help in every possible way here. Is the Xfinity ID/email address that you are resetting the password for the Primary User, a Manager, or a Viewer?

@mlz1001 we understand that requiring password changes is annoying and frustrating, however, this is always done with your best interests at heart as protecting your account information and access is of prime importance to us.  While we cannot guarantee protection from all threats at all times, things like password resets do go a long way in deterring malicious actors. Please see the link below for more information about what we do to help keep your information safe. 

Our Privacy Policy

Yes, we want Xfinity to keep our information safe.  And a requirement of routine changes to passwords is fine.

What you (and the rest of Comcast/Xfinity) doesn't "get" is that you screwed it up.

  - We have to keep fixing the password every few weeks or days instead of every six months or yearly

  - AND, we can't reset the password so you can't use the email

     - the password resetting interface doesn't always work

     - it's ridiculously difficult to reset secondary accounts

     - you must use a different phone number on each account for the PIN to do a reset

The process isn't working and hasn't been thought through.

Curiously, the latest mass reset was likely due to Xfinity's negligence. They failed to patch their networks in timely manner and as a result appears to have been hacked. Instead of notifying customers, they came up with that "routine changes of passwords". https://arstechnica.com/security/2023/12/hack-of-unpatched-comcast-servers-results-in-stolen-personal-data-including-passwords Why do we need to find out about this from a post and not from a company itself?

Hello @user_2ae2e5 ! Thanks for your feedback on this subject! I am not sure if you have had a chance to take a look but many of these items are addressed here. There are tips on what to do if you run into problems and suggestions on how to get help as well.  Are you currently running into any issues that we can assist with?

We have been struggling for 9 days to straighten this disaster out and get back into our email. After filing a complaint with BBB and FCC, we quickly received an email from Janet, Comcast Executive Customer Relations. She apologized on behalf of Xfinity and said we would receive a call to get us back into our email within the next 2 days. She also said she didn’t have access to so that for us. Two days went by, I kept my phone with me and didn’t even run errands so I wouldn’t miss the call. The call never came and I left two voicemails for Janet. Janet never returned my calls. Must husband and I finally got in the truck and drove a 5 hour round trip to Woodbury, WI, Xfinity store and Jasmin, an Xfinity employee literally saved the day! She got us back into our email and made sure it worked before we left the Xfinity store. The world needs more people like Jasmin. She was able to help more than any of them we spoke with on chat and on the phone including Janet at Corporate. Jasmin also gave us bottled water. How kind is she!!! Give Jasmin a promotion!!! 

Hello, @ben345 thank you for taking time to reach out over xfinity forums. I see you had posted that you were able to work with our great Customer Security Assurance experts. 

If you're still experiencing issues with the password reset: https://www.xfinity.com/support/articles/changing-or-resetting-your-password.

I would definitely recommend reaching back out as they are the team who can help with password concerns. 

Justin,

We are all set.  But a general question is how often does Xfinity need us to change our passwords???

We continually get the screens asking for a phone number on our secondary emails sign in,  WE ONLY HAVE ONE PHONE NUMBER, like most people, which is used on our primary email.    Then have to hit “looks good” then our secondary email comes up.  That is four steps and it is ridiculous, when All the passwords are new.

People do not have multiple phone numbers to do this!   

@ben345, that is a great question in regard to how often we require password resets. We may require that you reset or update your password at times due to evolving external security threats, updated security requirements, or if we suspect that your Xfinity ID has been compromised elsewhere. For your protection, if we suspect or observe suspicious activity relating to your account, we may also require that you reset your password. 

I personally try to reset my passwords for accounts, and my home network password every 3-4 months. I just set a reminder in my Outlook or phone calendar to remind me. My nieces and nephews seem like they have a new device every time they visit, so updating my password also helps with making sure I don't have unknown devices connected to my network. 

Or you require change of passwords because you have been hacked because you did not patch your servers on time? How about notifying customers about this? https://arstechnica.com/security/2023/12/hack-of-unpatched-comcast-servers-results-in-stolen-personal-data-including-passwords

@kathybear This seems to be a different issue than what the customers on this thread are encountering. If you were successful in resetting your password for your Secondary email account but are not able to log in I would start with clearing your cache and cookies for your browser and closing any Xfinity windows you might already have open as well. Make sure you are using the Xfinity ID associated with the secondary account and not the phone number or email address if it is used on other profiles. If you do not know your Xfinity ID you can use this page here: https://idm.xfinity.com/myaccount/lookup?execution=e2s1