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user_9svgdy
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Sunday, December 17th, 2023 12:28 AM

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email not synching with outlook after password change

Comcast prompted me to update my password 5 days ago. Since then, I have not been able to send or receive email through Outlook on my PC.  I can access email on my iPhone and online at Comcast. Repeated efforts to get help from CS failed. Yesterday, a support tech said there is an issue with emails that is affecting multiple users who recently made password changes. I was directed to wait for a text verifying the issue was solved. No timetable given. No text over 24 hours later. Has anyone else had this issue? Can anyone offer any help?  

Question

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Updated 

11 months ago

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gail861

Frequent Visitor

 • 

10 Messages

11 months ago

Yes I have same issue Still not resolved will not let me sign in to outlook says my password wrong

1

XfinityPaula

Official Employee

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1.2K Messages

@gail861 Hi there! I'm sorry for the trouble with accessing your email through outlook. I have worked with a few people and found that after updating your password at Xfinity.com and confirming you are able to access your email through the website, simply updating your password within Outlook resolves the issue. In a few cases we have removed the email account from outlook and added it back and that resolved the issue. Have you tried accessing your email at xfinity.com since updating the password? You can also check the outlook client settings here.

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

11 months ago

0

user_9svgdy

2 Messages

11 months ago

Update: the problem has been corrected, apparently. Today, emails from the past several days miraculously appeared in Outlook on my PC. I can send emails now too.

2

0

XfinityJohnG

Official Employee

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1.3K Messages

I am very glad to hear that the issue has been resolved @user_9svgdy. If you run into any other problems feel free to reach out to our team here. 

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

11 months ago

BSTNFAN

Contributor

 • 

20 Messages

I too, cannot use my Outlook program on my desktop. Although I can access email on my other devices, I get an error when I try to update the password(s) in Outlook and none of my e-mail addresses will connect to the server any longer. I have verified that the Outlook settings still match what was posted above. This is my primary device for using/archiving email, so I am extremely unpleased with this development that was forced on me.

11 months ago

0

SharonKnows

Visitor

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3 Messages

11 months ago

I am having this problem today. It's been hours. It is very frustrating. The chat bot is absolutely a waste of bandwith. I only found this conversation by using Google. Thanks for letting me know that it is not just me.  

1

SharonKnows

Visitor

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3 Messages

Deleting the account and recreating it helped on my laptop. Now to try on all my other devices. Does it really have to be this annoying?!

11 months ago

0

user_od189l

1 Message

11 months ago

I am having the same issue.  Xfinity tech support on the phone with us for hours resetting multiple passwords because of the data breach. The website interface (that I never use) now works fine, but Apple Mail and Outlook will not accept the new passwords after multiple resets and deleting/creating new accounts on those platforms.  Xfinity eventually person gave up, telling me to call Apple and Microsoft which we all know will lead to a call back to Xfinity to solve.  He said he would call back in an hour to check to see if time was just needed for the changes to take effect.  I still can't get access to those applications and never received that call.  Extremely disappointed to lose a day trying to deal with a problem that was was all Xfinity's only to be left without email where and when I need it with no solution or support in sight. 

1

0

XfinityAdrienne

Official Employee

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911 Messages

Hey there, @user_od189l! I am sorry to hear you are having troubles connecting the email on your iPhone, it certainly is not what we want for our customers. Did you reach out to Apple or Microsoft directly for the further troubleshooting with them?

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

11 months ago

0

jlmbaca

Visitor

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1 Message

11 months ago

I have the same issue.  I changed my password in Xfinity and able to access my emails through xfinity with no problem.  I removed and added Outlook on my phone and entered the new password and that is fine as well.  But my main usage is on my PC and I am getting the sync error.  I am the main account and my husband is our other email account via Outlook.  I had not changed his password yet, and his email, operates fine, receives and sends. But mine account, does not, because of the password change.  

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SharonKnows

Visitor

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3 Messages

I had to delete my account from Outlook. Not delete the app. Just your email address. Then add it back to Outlook.

I was afraid that I would lose info. But it worked. It did take some time for everything to sync fully.

11 months ago

0

XfinityMarcos

Official Employee

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1.9K Messages

Hey there @jlmbaca, I appreicate the full details you provided in your comment to help get us on the same page. I'll have limited troubleshooting ability with a 3rd party email client, but I will do all I can for you. It's odd this is happening on the device, what troubleshooting have you already tried with your PC? 

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

11 months ago

0

SalemSeely

Visitor

 • 

1 Message

11 months ago

My wife and I each have email accounts that are having the same issue.  I have one device that works fine all of the time.  I have two other devices that will download mail (with no changes) maybe once a day.  The rest of the time I get either prompted for the password again or in Outlook i eventually get "The connection to the incoming (IMAP) server was dropped.  Please check the server settings and try again."

I make no changes but randomly it will connect, sync the mail, then start prompting for a password again.

I reached out to tech support and was told if i could access the webmail that the issue was on my side. I'm not convinced.

Any acknowledgement that there is an issue on the server side and maybe a possible ETA?

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