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Wednesday, March 12th, 2025 10:14 PM

Received notice that an old comcast.net email address will be close if I do not login in the next 90 days, but can't login

Hello,

I have an old comcast.net email address that I created probably 20 years ago if not longer, that were associated to an account that has been closed for years..  I just recently received a notice that the email account will be  closed if I do not login.

When I try to login, I get prompted to reset the password with the following message "As part of our commitment to you, Comcast routinely reviews and monitors account security. Please update your password to help protect you and your account.".

When I try to reset the password, I get the following message:

How can I reset the password if the id is not longer associated to an account with an active network?

Thanks,

Dave

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2 months ago

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XfinityLinda

Official Employee

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1.8K Messages

2 months ago

Thank you for connecting with us about your email, @user_pw9j5d. We're happy to help. Here: https://www.xfinity.com/email is some more information. You can still retain your email even if you don't have service with us. Here: https://www.xfinity.com/support/articles/using-email-only us a helpful article. 

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user_pw9j5d

4 Messages

Thanks, I have seen all of the available online articles and understand that I should be able to keep this email address as long as I login every 90 days.  

The problem is that I cannot login.  When I try to login it tells me that I have to change my password first. When I try to change my password, it tells me I need to login to my home network which doesn't exist.  I do currently have xfinity service, but the email address I'm trying to login is not attached to that account.  It was created decades ago against an account that has been closed for years.

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2 months ago

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XfinityMartyR

Official Employee

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2.1K Messages

 

user_pw9j5d I would recommend reaching out to our Customer Security Assuarnce Team (CSA) to have a look. They may be able to help reset your password. You can reach the CSA Team by calling the main number

1-800-Xfinity (934-6489), and asking for CSA. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_pw9j5d

4 Messages

Thanks, I tried calling that number a few times and responding with different answers to the automated prompts, but can't get through to a real person.  How would I get connected the CSA team?

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2 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

You can also call them at 1-888-565-4329. Their hours of operation are 8:00 AM - 12:00 AM ET/Seven days a week. Here is also a great link to more details on how to get help from our CSA team here. Please let me know if this helps.

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

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2 months ago

user_pw9j5d

4 Messages

Thank you!  I called them a little bit ago and they were able to help reset the password.  Once they verified that I owned the account, they provided a code that I was prompted for at the password reset screen. They were able to transfer that old email account to my existing Xfinity account as well so if I have any issues later it will be much easier to reset the password.  Thanks again.

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2 months ago

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