New Poster
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4 Messages
HELP me access my emails!
I am a former Comcast account holder who cancelled my service when I moved 3 years ago.
But, I was still able to use my Comcast email.
A few weeks ago I was directed by Comcast to "change my password".
Uusually, not a problem but the Comcast directive says a verification code will be sent to my cell phone in the account.
The problem is that I also terminated that cell phone number when moving.
After 10 telephone calls to different departments at Comcast, all claim that they cannot access a closed account to update to my new cell phone or give me a temporary password to access my account.
Without access to my Comcast email, I cannot view any of my folders or my contact list.
There MUST be a way for someone to get into my account and help me out.
Thanks in advance for any feedback.
Accepted Solution
XfinityCSAEmail
Official Employee
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1K Messages
5 years ago
If you haven't yet, you may want to reach out to Customer Security Assurance at 888-565-4329.
If you had a Comcast email account, but disconnected service the email will indeed remain active as long as you sign into it to establish to the system that it is still being actively being used. Normal terms of service and policies still apply to the email usage. Unfortunately, after a certain time length, the account information and any details fall off the email account completely removing the ability for completing basic verification for ownership of an email account. Due to this, its the end users' responsibility to establish third party recovery methods like a third party email or mobile phone number for instances where a password reset is required. If any information still exists to complete verification of your ownership to the email account, the Customer Security Assurance team would be able to assist in resetting the password.
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dublanica1
New Poster
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4 Messages
5 years ago
Thank you fro your response. Unfortunately I have reached out to Security Assurance 4+ times at this point with no luck yet. I cannot understand why someone at Comcast cannot help me access my email account. I used it daily until this problem surfaced. But I appreciate your feedback.
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dublanica1
New Poster
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4 Messages
5 years ago
Just one last follow-up on my passwprd re-setting problem. Today, I had a Comcast employee named Rhenz in the Security Assurance dept. finally resolve my problem. He was able to help me change my contact telephone number as well as add a 3rd party email address for future verifications. Rhenz was very professional, knowledgeable and polite. He patiently and quickly walked me through the process. I hope that somehow his managers see this email and congratulate their employee on a job well-done. He could give lessons in customer service! Thank you Rhenz!
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