bill_linda's profile

New Poster

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3 Messages

Wed, May 26, 2021 11:51 AM

Issues With Secondary Comcast Email Accounts

Longtime customer. Set up secondary email for professional purposes awhile ago. Stopped using it for awhile. Kept it. Attempting to reactivate it and cannot do it. Spent hours trying things on my own. Over 2 hours with Xfinity reps. Only thing accomplished was password reset. Issue supposedly escalated with callback to have take place yesterday prior to close of business. Never contacted. Appears that password reset didn’t work as still getting error messages when sending test emails. Anyone else having problems with secondary emails? Calling into Comcast is a nightmare as you only get automated options for email issues. Help!

Responses

Latoque

Expert

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28.9K Messages

4 m ago

Exactly what happens when you try to sign into the account?  Are you getting as far as the Inbox page?  What error message are you seeing?  Are you using only the webmail interface, or a desk top client or mail app?

New Poster

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3 Messages

Able to log into Xfinity email using primary account. Secondary account appears on list of accounts. Xfinity reset password. Password has been changed/updated. Asked to manually update IMAP settings - so updated with new password. I do question my choice. Receive the following message when attempting send test email.

Unable to get email for a secondary account. Please update the secondary account credentials in settings >> Accounts.

Xfinity reps have no answer and escalating for this reason. Have not been contacted by Xfinity as of now.

Have to believe that other users having same issues.

New Poster

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2 Messages

I am having the exact same problem with the same error message.  The reps are completely clueless.  I just spent over 3 hours between chat and phone trying to get them to correct this.  Their tech support is a complete joke.

Official Employee

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220 Messages

Oh no @Vickijd , I am sorry to hear this has been a frustrating experience for you. We strive for great customer service and it is really disappointing to hear that this was not the case for you. Our team would be happy to help.

 

How long has it been since you used this email? Under Comcast's policy, users must log into their Comcast email accounts at least once every 12 months to maintain an active email account status. All email accounts that a user does not log into at least once every 12 months are designated inactive by Comcast. Comcast will delete all inactive email accounts as well as all of the contents in those accounts (including emails, draft emails and address book entries).

 

Has it been over 12 months since you used this email? Have you tried the basics changing/resetting password, updating the IMAP? What other troubleshooting steps have you tried? I am certain working together we will get to the bottom of this.  

(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
Latoque

Expert

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28.9K Messages

4 m ago

I'm trying to figure out what you are looking at.  Do you mean you have the secondary account added under "Add Mail account" in the left folders pane on the Inbox page?  If so, go into the settings and delete the account from there.  Then re-add it again from scratch.

Also, can you sign into the account on it's own?  Open a new browser tab or window, and go to Xfinity Email  Then try to sign into it from there.

(edited)

Visitor

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1 Message

13 d ago

Have you ever figured this out?  I started getting same error message this afternoon. 

Unable to get email for a secondary account. Please update the secondary account credentials in settings >> Accounts.

I didn’t see any information saying if you were able to get it fixed and how. 

Official Employee

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145 Messages

Hi there @cotton694!  We are glad to take a closer look at this for you.  If you could please shoot us a private message with your full name, complete service address and account number, we can get a closer look at what is going on in getting this resolved.  

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
Again

Expert

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26.4K Messages

11 d ago

@cotton694 

To send a direct message [private message]:
  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
  •    Click the "New message" (pencil and paper) icon
  •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •    - An "Xfinity Support" graphic replaces the "To:" line.
  •    Type your message in the text area near the bottom of the window
  •    Press Enter to send it
[Permission from and credit given to BruceW]

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