TedKe's profile

New Poster

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4 Messages

Sun, May 1, 2022 4:10 PM

lost email password

My friend has lost her email password and no longer has the phone to which the verification code would be sent. She is 98 years old, lives in a retirement home, and uses email as her only contact with most of her lifelong friends. What can I do to help her?

Accepted Solution

Official Employee

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222 Messages

2分前

Hello, and thank you for reaching out to us here on the digital team today for help for your friend. There is only one more way they could get help resetting the password as the phone code isn't an option. You would need to have them call our Customer security Assurance team at 1-888-565-4329 or put in a request on the website here https://comca.st/3KA51cK to let them know what your friend needs help with. That team can work with them to get the password reset, or if they have a new number that works for the security codes, they can assist in changing that for them. Please let me know if there is anything more I can help you with today. 

New Poster

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4 Messages

@XfinityEricB​ This was amazing. After my initial post, this was forwarded to the correct responder immediately, and this response came just moments later. We called the phone number, and the live(!) person on the phone patiently verified my friend's identity and provided us with a reset link. She has her email again. Thank you all.

Accepted Solution

Official Employee

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222 Messages

2分前

Happy we could assist. If you need anything in the future, we are always here for you! 😀

MNtundraRET

Expert

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5.1K Messages

2分前

I moved your post to the Customer Service forum for help.

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