email service terminated

Had to cancel Comcast as service provider - moved to an area where Comcast is N/A. Was assured email would still be useable. One of our addresses unfortunately the email service was terminated. One out of 5. This email serves partially as a helpline for troubled children, youth and young adults. I have no way to share with them a new contact - they take this one with them after leaving the unit where I meet them. Several phone calls, chat sessions, escalations etc. and we get no credible response. At one point they suggested we have another party that has comcast service add our USER email. We tried that today but was not allowed due to this USER name only having 5 characters. This perhaps the reason it was terminated? Anyone have any helpful suggestions? Still attempting a solution with Comcast.