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HatCity
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3 Messages

Friday, December 17th, 2021 8:12 PM

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Multiple Password Resets every few days

Lately I've had to reset my password every few days after receiving the message "In a recent security review, we detected a potential issue with your Xfinity profile. As a precaution, you'll need to reset your password."  This has occurred 7 times in the past few weeks.  I see that others have had this problem, and it's been resolved for them.  What do I need to do to stop this from occurring?

Question

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Updated 

3 years ago

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CCBrandon1

Problem Solver

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770 Messages

3 years ago

Hello @HatCity, thank you for bringing this to our attention. I can understand how this can get frustrating. When you changed your password, did you update the recently saved password? Please, change the password, and then update the password settings within the devices that have the password saved. This way you know all the devices have the "new" password saved. This should clear up the messages.

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HatCity

Visitor

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3 Messages

3 years ago

Since posting last week, I've had to reset my password yet again.  The passwords on all of my devices have been synchronized each time the change was required.

I've had this email account for >20 years now, and have never had this issue before.  I've had the current set of devices for >5 years, with no issue until recently.  No changes on my end.

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CCBrandon1

Problem Solver

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770 Messages

Got it! Thank you for letting us know. We will help find a solution, you can count on it.

Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

3 years ago

0

XfinityCSAEmail

Official Employee

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1K Messages

3 years ago

Good afternoon,

Do you by chance use a VPN service when signing into your email account? Reason I ask is that the system shows it processing a password reset due to a high volume of known bad IPs accessing the email. 

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sue111

Visitor

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2 Messages

@XfinityCSAEmail I am having the same exact problem it's been about 5 weeks and I've had to change my password probably six times. I've had the same email for 20 years but now that I just saw that. I do have McAfee and it is pretty new and it does have a secure VPN. Maybe that is what is doing it?

3 years ago

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CCAaron1

Problem Solver

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954 Messages

Hello @sue111. I am sorry to hear that you keep getting messages that you need to create a new password. It has been a couple of days, are you still having this issue or were you able to get it resolved? 

I no longer work for Comcast.

3 years ago

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sue111

Visitor

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2 Messages

I made it 11 days and just happened again today! So yes still having the problem... Another password reset

3 years ago

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sueocon

New Poster

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5 Messages

I have called numerous times and nobody helps me.  I keep having to change the password every 4 or 5 days.  Each time I call , they say I should be all set now.  Has anyone figured out how to stop this?  I do not want to change my e-mail address as I use this for business. I have had this email for 20 years with no problems up until now.

Thanks..

3 years ago

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CCEthan

Official Employee

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1.4K Messages

Hi, @sueocon.Do you have business account? Did you talk with our customer security assurance over the phone?

I no longer work for Comcast.

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

3 years ago

0

XfinityCSAEmail

Official Employee

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1K Messages

3 years ago

Good morning, 

Apologies for the late reply, but yes - using a VPN has a high chance of triggering a password reset. Scammers, phishers, spammers, etc. like to use VPN services to cover their tracks when compromising email accounts. Due to this, accessing emails via VPN will generate a flag in our system that the email account may be potentially compromised. 

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sueocon

New Poster

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5 Messages

3 years ago

I have had the VPN off and it is still making me change a password every few days. Any other ideas?

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XfinityCSAEmail

Official Employee

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1K Messages

@sueocon Apologies, in your case specifically it appears that your emails are originating from a google IP space which google has notified us should not be used for email traffic. Do you use google VPN services or have your traffic routed through a google proxy by chance? To add, I have reached out to google engineers to confirm whether or not they intend us to continue enforcing restrictions from their googleusercontent servers, but as I already mentioned - Google reached out to us and advised us that their googleusercontent servers should not be used for any sort of email traffic.

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

3 years ago

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sueocon

New Poster

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5 Messages

Thank you for taking the time to look into this.  I did check google, no VPN.  I'm not sure how to fix this.  I just had to reset again after exactly 1 week, usually every 5 days or so.  If I delete everything google, will this take care of the problem?  This is becoming a nightmare and I am willing to give up google if this will stop happening.

3 years ago

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