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user_xf0y5y
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12 Messages

Tuesday, November 21st, 2023 6:19 PM

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Need help resetting passwords on secondary accounts

Like others, I have secondary accounts that are requiring password resets but it says I have to call XFINITY.  Still on hold so thought I would try here.  If an Xfinity person could assist, that would be great.

Question

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Updated 

1 year ago

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Accepted Solution

user_xf0y5y

12 Messages

1 year ago

While the hold time was "over 60 minutes" continually, a security agent answered in about 45 minutes and was very helpful in getting the manual reset codes for my secondary accounts that needed help.  He informed me that the reason these accounts had to go through this process was that there was no recovery email or phone number associated with the account.  So now I've had to go make some gmail accounts to have to associate with the secondary accounts just so we don't have to go through this again.  The agent was very helpful and responsive.

Anyway, this thread can be closed now.

2

jmcgarry1

Visitor

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1 Message

So there is no way to do this online through the primary account?  I guess that's why the wait is so long to speak to an agent.  They all have to manually make the changes rather than get into this century and allow it to be changed online.  This is why everyone hates Xfinity.

1 year ago

XfinityShawn

Official Employee

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1.4K Messages

@jmcgarry1 Our Customer Security Assurance (CSA) team are the ones capable of getting this resolved, and they have done it for many of our customers already. You will be in good hands if you need their assistance. You can reach them at (888)565-4329. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

z34jcm

Contributor

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34 Messages

1 year ago

Can I change a secondary account password thru the internet?  

3

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XfinityBenjaminM

Official Employee

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2K Messages

@z34jcm Hello! Thank you for reaching out to us here on our Community Forum. Yes, you can go to (xfinity.com/password) to change your password. If you are still not able to reset it there, the next option would be to contact our Customer Security Assurance Team at (888)565-4329. They are able to perform this change if the self-service process does not work.

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

1 year ago

0

SuperBS

Regular Visitor

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2 Messages

@z34jcm​  so the ANSWER to HIS question is NO.

You cannot change a SECONDARY email account password  online, UNLESS you can DIRECTLY LOGIN to THAT SECONDARY email account.

and THEN you can do so.

1 year ago

0

XfinityJanelle

Official Employee

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1.5K Messages

They can either reset it by visiting Reset your Xfinity password on their in-home Xfinity Internet connection, or having the Change the password on secondary Xfinity accounts for them.

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

1 year ago

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