Contributor
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204 Messages
Eliminate "Add your mobile phone number" prompt
After not occurring for months, now, when I access my email via XFINITY.COM, I'm being intercepted with the "Add your mobile phone number"
Per the information within Comcast, they request a recovery option, stating "private email or mobile phone". I've given the private email, but the system is now requiring me to enter a mobile phone number. I refuse to enter my mobile! On the surface there is no way to dismiss this request, it's either input it or ask me later. I want neither.
I subjected myself to the misery of online chat. It truly was miserable. I started with one person, who was completely ignoring what I was saying, all of a sudden I was handed over to a second person. Had to explain the situation all over again, they do not read what has been occurring withing the existing chat. Same thing, again after many futile attempts to communicate, I was handed off to a third person. Same thing happened! I was then handed off to a fourth person. At this point it was starting to feel like I was getting somewhere.
The unending chat then ended with me being told:
"Here, I have selected your personal email address as preferred option for recovery option. Now, you won't receive any such messages to add your contact number for this account"
Great I finally got through to someone! This, of course, was completely wrong. Absolutely no change in behavior.
OK staff, let's get a ticket started and try and solve this!
Accepted Solution
plummerld
Contributor
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204 Messages
2 years ago
@Again @XfinityBrie @XfinityJoshuaE @XfinityAnna @XfinityElizabethA
So, just to hopefully let you all know. I found the issue involved with the webpage popup, telling me I need to add my Mobile Phone. Within the hard to probe depths of Comcast, I found the following article:
https://www.xfinity.com/support/articles/account-protection
Under the paragraph addressing Password Recovery, it says "We recommend that you have a personal email address, mobile phone number or secret question and answer listed on your Xfinity account so that we can assist you in case you need to recover or reset your password. You must have at least two recovery options set up in your account for security purposes.
I have always had a personal email address, but no mobile phone number. The popup was not occurring. I have found several instances in the online documentation that still lists just having one of the two options being satisfactory. It now appears that they have since added the secret question option, and now require two to be present. Guess what, I added a secret question and the popup no longer appears.
Comcast has a bunch of clean-up to do, with respect to making the new requirements/options clearly stated. The popup itself could have clearly given the requirements, rather than simply saying I must add a mobile phone. This simple change would have saved me from chatting with four different people, all of them not knowing about this. It would have saved me spending time on the forum, with people not knowing about this. It would have saved me from multiple phone calls to support, all of whom knew nothing about this.
Have a great day.
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plummerld
Contributor
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204 Messages
2 years ago
What on earth does it take to get some response on this????? After my chat fiasco, I gave up and tried calling (I know.....). After an unbelievable amount of effort, the support person said, I've fixed your issue, please wait for two hours. This was probably so the person would be off duty at that time.
Two hours later, I still get the demand for my Mobile Phone Number, but with a surprise this time. This time, instead of the entry field showing:
(###)-###-####
It is prefilled with my landline phone number, all I have to do is request a verification code to be sent to my landline!!!!! Either that or Ask Me Later.
This is beyond ridiculous, I'm embarrassed to have spent 40+ years as a software engineer, and have to see this kind of trash. The worst part is that I'm paying an embarrassing amount of money for this.
Again, does a rational/intelligent support person even exist???
(edited)
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bill5252
New Poster
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4 Messages
2 years ago
I also have this pop up when I log into my account. I also do not want to give Xfinity my Cell number, and would like to have this request permanently stopped.
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