Constant Password Reset

My 85 year old mother cannot get into her Comcast email without having to reset her password.  i have called on her behalf numerous times.  I am SICK and TIRED of the representative telling me this is not a problem.  Sometimes after speaking with a rep, the reset will work for 24 to 48 hours, then we are back to the same reset message.  One rep said it was the two step verification. I set up a gmail acct for her (thought her eyes would glaze over).  48 hours later, problem back.  We need this fixed.  I am reading that this is a common problem.  All the fixes seem to require a prviate message.