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user_6igicl
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Thursday, November 6th, 2025

Email locked: not fixed by 3 agents

Please help me! Authentication issue w/ one of my emails. Not resolved after hours and several agents. I am good at solving my own tech issues but cannot solve this—it must be escalated. Please help me. 

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3 hours ago

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XfinityThomasA

Official Employee

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3K Messages

15 hours ago

 

user_6igicl - Hello, and thank you so much for your feedback—and for joining the Xfinity Forums community. We're really glad you're here. You've come to the right place for help with your email issue, and I’d love to work with you to get this resolved. To better understand what’s going on and avoid repeating any steps you’ve already taken, could you please share a bit more detail about the authentication issue you're experiencing? For exmple:
  • Are you seeing any error messages or codes?
  • What troubleshooting steps have you already tried?
  • And just to confirm, what information was provided by the agents you've worked with so far?

We will work together toward a reoslution and I’ll do my best to guide you through any next steps. Looking forward to helping you out!

 

(edited)

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user_6igicl

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Reset my password for new phone.  Worked for a few weeks but then my iPhone asked for the email password again. Password was rejected. I went to Xfinity to reset password again and it was authenticated. Still no fix.

I logged in using my other primary account and found that the email in question has an alert msg and a red exclamation mark. 

error msg: Validation of server imap.comcast.net failed due to invalid credentials

Another msg: The provided login data to access mail server imap.comcast.net seem to be wrong. Please correct them.

I have checked all settings. Cannot find the issue. Nor did three agents.

I escalated issue. Ticket: CMxxxxxx

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11 hours ago

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user_6igicl

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To be honest, the three agents did little over several hours. They offered me internet speed promotions. Only on my nudge did one escalate. I asked the lady agent how I can follow up on ticket. He gave me links to report via email or forum. I went online t to one link that was faulty. Finally got here. All in a day…

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11 hours ago

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XfinityOrlandoM

Official Employee

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2.7K Messages

@user_6igicl

 Thanks for the update,  can you access your email by going to https://www.xfinity.com/auth  or using our xfinity app and going to the search button and typing in email?

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 hours ago

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