Visitor
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2 Messages
Discontinued Service and Trying to change password on my secondary email address
I cancelled my Comcast service last week but am continuing to use my comcast.net email address. I have an issue in that I need to change a password that I forgot on my secondary email address so that I can access the address within the 90 days after cancelling my account. The problem I'm having is that I don't see the secondary address in my primary account email profile yet the system is telling me that address is associated with my primary account. I'm in a loop! How can I get into the secondary email address if I: 1) don't remember the old password and 2) the system isn't allowing me to change it. I'm not trying to add a new address (I know I can't do that since the account is closed). PLEASE HELP!!!! The AI chatbot isn't helping at all. Thanks!
XfinityAlfonso
Official Employee
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1.9K Messages
13 days ago
Hello user_561570 thank you so much for taking the time to reach out to us here via our Xfinity Forums! When was the last time that the secondary email was accessed? When running into concerns with email access, we encourage you to reach out to our Customer Security Assurance Team, who will be able to help you to unlock the secondary email account.
Xfinity Customer Security Assurance
Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week
Contact: 1-888-565-4329
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Again
Expert
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32.3K Messages
13 days ago
Moved to Customer Service as this has nothing to do with Accessibility/disability.
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user_561570
Visitor
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2 Messages
13 days ago
Thanks so much for your response, however, when I go to Customer Security Assirance at the link you provided there isn’t any category under which I can report my particular issue (I didn’t see anything that dealt with changing passwords) or anything remotely having to do with that). It has been awhile since I accessed this secondary email address but if it was cancelled for non-usage then why does the system say that it is still associated. I have tried to call the 800 number to get this resolved but no one ever answers and then the call gets disconnected. Any other thoughts about how I can speak with someone to resolve this? Thanks!
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