3 Messages
Password reset error
3 days ago I tried to log into my primary email account. When I did was prompted with ‘reset your xfinity password’. After entering my address, last 4 of ssn and birthday the following error displays: Sorry, we ran into a problem. Please give us a minute and then try again. I have work with online chat customer service for 3 day and gotten nowhere. They ask for my account number. I tell them I can’t get that because I have to log in with my primary email user-id and that is the one that is requiring an password reset and that is the process that is broken. They say this is a known issue and it is being worked on. Last I was told it will be fixed tomorrow. I’d like to place a bet on that. Xfinity IS A JOKE. An issue like this having gone unresolve for 3 (maybe more) days should be escalated to the highest priority and there should be communication to the customer base. Instead, Xfinity attempts to hide the issue. Customer service is non-existent. I’ve been a customer since 1991 and can’t wait to find an alternative to Xfinity. I’m old enough to remember the old joke: ‘we don’t care and we don’t have to, we’re the phone company’. That was a Lily Tomlin skit from Saturday night live. You can replace the phone company with Xfinity: ‘we don’t care we don’t have to, we’re Xfinity’. Here’s a link to the skit the next time you need a laugh after trying to talk to a human at Xfinity. https://vimeo.com/355556831
user_3t0ibb
2 Messages
1 year ago
same problem
driving me nuts
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user_ao75cw
3 Messages
1 year ago
Ok we are now on day 4. I said I'd like to bet it's not fixed in my first post yesterday - Well I would have won that bet. Xfinity, doesn't your system have a 'password reset required' flag for a user profile. The system must be looking at some status flag on my primary account record that tells it to prompts for password reset when I try to log in with my primary account. If the system would quit requiring a password reset, it would get around this issue of the password reset process being broken. 'We don't care, We don't have to, we're Xfinity.'
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user_ao75cw
3 Messages
1 year ago
Today I used Xfinity chat and this time they were able to make a change that fixed my issue of not being able to reset my password. This time the person was able to find my account and said they needed to add a mobile to my account. They did this and then sent a link to the mobile to reset the password. I used and link to start a password reset and instead of getting an error, during the reset process a verification code was sent to my mobile. So the issue may be related to a missing mobile on my primary email account. I am remembering that I have been getting a prompt as I log in to add an email address to my account (and perhaps a mobile?). The email could not be an Xfinity address. I have just been selecting 'ask me later' when this comes up. But I have now updated with a google gmail account. So I believe the reason that I was required to reset the password on my primary account (and that password reset process was erroring) was due to the missing mobile number?
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