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user_01b942
20th Anniversary celebration
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Visitor

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4 Messages

Friday, June 2nd, 2023 5:59 PM

Closed

Password reset links from external accounts not getting through to my Comcast Email

Hello Comcast Tech Support,

PLEASE REVIEW AND POST A STEP BY STEP INSTRUCTION THAT EVERYONE CAN READ TO FIX THIS PROBLEM.  Countless customers are posting about this issue!  Comcast customers are not getting password reset emails from their various online accounts (not Comcast) that need a password reset link sent to them on their Comcast email.  The password reset emails are not being delivered to their Comcast email.  For example, if I cannot get into an external account such as planetfitness.com (PF) because I forgot my password - I hit the PF Forgot Password link to send the link to my comcast email and the link never comes through!  This happens with multiple accounts, not just planetfitness.  It has happened to me with ticketmaster.com, thriveworks.com and others.  I called comcast tech support and I get a person in India who has now had me on the phone for 45 minutes and she does not have any knowledge how to fix what seems to be a common problem with your email service.  Please help your customers and post the solution step by step for everyone or fix this within your system!  This is terrible service!!!

Thank you

Question

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Updated 

1 year ago

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CCKimberly1

Official Employee

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842 Messages

1 year ago

Thank you for reaching out to our Xfinity Forums, @user_01b942. There can be a number of different things that can be causing this issue. first, I would make sure you are checking your Comcast email through the website and not necessarily a 3rd party. 

Confirm that the account hasn't exceeded the mailbox limit.
-Customers receive 10GB of email storage per Xfinity ID.
-check the current storage by clicking the gear icon in the upper-right corner of Xfinity Email, then looking for the Email Usage meter info at the bottom of the expanded menu.
-If you are using a 3rd party email client, most mail clients offer an option to leave a copy of each message on the server, which will solve this issue.
Check email filters.
-Some people accidentally create filters that either delete or misfile all their email.
You will want to make sure that the device has the newest version available. You will also want to make sure that if you are using a 3rd party email client (such as Outlook), please make sure that app is also having the newest version. 

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user_01b942

Visitor

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4 Messages

1 year ago

Hello,

I have checked everything you've proposed as your standard protocol solutions, but none of these are the root of the problem.  There are countless customers experiencing this same problem.  If you could please escalate this to whomever actually works on your software problems, this is probably not something that tech support can help with.  You are providing scripted responses that have been provided to you.  Based on all the comments from other users with the same issue, I believe that your software developers need to dig into this and find a solution.  If you could please escalate this issue to your software developer, I believe they could probably evaluate and find the root of the problem and find the solution.  Thank you!

1

CCHeather

Problem Solver

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1.1K Messages

@user_01b942 

I hate to hear this has been your experience and would love to investigate this for you! Please send us a message with your first and last name, as well as service address. To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Message" 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.

1 year ago

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XfinityJammieAAMP

Official Employee

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16 Messages

1 year ago

hello @user_01b942 I have sent you a DM to get additional information from you.  Thank you in advance

(edited)

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user_b02344

Visitor

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2 Messages

1 year ago

Hello, I’m having the same issue in one of the associated Comcast emails to my Xfinity account. Please help I cannot get a live agent and I’ve had this issue over a month now.

2

user_01b942

Visitor

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4 Messages

@user_b02344​   Hello, I'm so glad you posted this!  Many Comcast Email users have this ongoing issue and Comcast isn't fixing it!  I have been getting direct messages from a Comcast employee JammieAAMP.  This employee keeps referencing other emails I'm receiving and can't seem to grasp that I'm not receiving my RESET PASSWORD emails specifically.  In the last message, JammieAAMP referenced an email I received with subject line Password Change Notice, this is DIFFERENT from a PASSWORD RESET email.  The change notice email is to confirm that a change has been made, whereas the reset password emails are links to reset your password in external accounts.  I've been clear but we keep going in circles.  And they really need to escalate this to whomever their software developer is, someone who can look at glitches within their system.  Instead they keep you with customer service and provide canned responses and follow their protocols which are useless, and do not solve the issue.  Anyone can see that the Comcast Community is having reset password emails blocked from external accounts, there are hundreds of complaints without resolution.

1 year ago

user_b02344

Visitor

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2 Messages

This is honestly ridiculous! I pay them way too much each month for cable, security, and internet to not be able to get someone on the phone to escalate this issue with their email. The worst part is I escalated this over the phone weeks ago and spent almost two hours going back and forth and they never called me back with a resolution as promised. Their customer service has gotten awful and they can’t automate the process on real issues happening. We need live agents that know how to resolve our issues for the services we are paying for. 

1 year ago

Drewlondo

Visitor

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1 Message

1 year ago

Is there any sort of resolution to this issue  i dont want to waste time on a phone going through everything I've already done to make sure the resets go through. I am going to end up swapping all my accounts to a Gmail account so I can get a reset email

1

XfinityAlex

Official Employee

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881 Messages

@Drewlondo​ Could you provide the domain of the messages you're not receiving? We'll see what we can do.

1 year ago

user_01b942

Visitor

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4 Messages

1 year ago

There is no resolution to this issue.  Comcast Xfinity “tech support” is super lame beyond words. Switch to Gmail to solve the issue.  

1

user_keoc9w

1 Message

This may not be an Xfinity issue after all.  I've had this same issue for 3 months, not able to reset my GrubHub password because GrubHub's email reset links don't come through.  I've been arguing with GrubHub to get me a new password another way so that I can use the money in my account.  After reporting them to the BBB, GrubHub figured out it was a problem on their end, not mine and I now can get GrubHub password reset emails.  They claim in was a spam block on their end that they removed.

1 year ago

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