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furpurrson
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1st Reply

Frequent Visitor

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18 Messages

Thu, Dec 19, 2019 10:00 AM

Repeated forced password resets

At least once a week for the past several weeks I have been locked out of my email with a warning that due to a "review" of my account, Xfinity is forcing me to reset my password. This seems fishy to me. Has this happened to anyone else and is there any way I can stop it short of deleting my Comcast email account, which I don't want to do?

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Accepted Solution

Official Employee

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580 Messages

1 y ago

We have made some changes on the back end which went effective immediately and should resolve this issue. Please PM me directly if you continue to have issues after 2/26/2020.

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furpurrson

Frequent Visitor

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18 Messages

1 y ago

It’s a page that shows up when I try to sign in to webmail.
Latoque

Expert

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28.8K Messages

1 y ago


@furpurrson wrote:
It’s a page that shows up when I try to sign in to webmail.

I would call Comcast security and ask them to look at your account.  It could be a phishing attempt.

 

Comcast Customer Security Assurance-------------------

Normal business hours (6:00 am to 2:00 am EST, 7 days a week)

1 - 888-565-4329

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Latoque

Expert

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28.8K Messages

1 y ago

How are you getting this warning?  In the form of an email?  Or a pop-up or something?  Exactly what happens when you try to sign in?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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furpurrson

Frequent Visitor

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18 Messages

1 y ago

Thank you!

 

gwhicks

Contributor

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27 Messages

1 y ago

I was locked out on my primary account and a secondary account.

For both accounts, I was told I needed to reset my password.

When I asked WHY I needed to change these passwords I was told that "As I have checked there are multiple wrong attempts to get access of the account and to protect the account your account was locked."

When I asked if someone had SUCCESSFULLY accessed my accounts I was told "They haven't. However there were attempts to do so ."

I then asked that if they were NOT SUCCESSFUL in their attempts, WHY do I have to change my passwords? The response was "We just want to ensure that your account is secured."
For my secondary account, I was told "You can set up the same password" but when I tried to use the same password, the system said I COULDN'T use the password I was using before my account was locked.
I have used STRONG passwords for the last 30+ years and the fact that these access attempts failed is proof of that. Yet I was still FORCED to change my PROVEN STRONG password.
I then said that I think this XFINITY process was AWFUL CUSTOMER SERVICE and was letting the crooks win.
 
I then said OK, I'll reset my password. But what happens when another failed access attempt happens? Will my account be locked again, thus FORCING ME TO AGAIN CHANGE A PROVEN STRONG PASSWORDmy internet connection went down suspiciously and by the time I got back online, the chat was not recoverable.
 
THIS XFINITY POLICY OF FORCED PASSWORD RESETS HAS GOT TO STOP! ALL IT DOES IS IMPOSE UNNECESSARY EFFORTS UPON IT'S CUSTOMERS!

New Poster

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1 Message

1 y ago

Same things is happening to me and once I reset, I get locked out again the very next day.

furpurrson

Frequent Visitor

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18 Messages

1 y ago

It is NOT a phishing attempt. It is Xfinity forcing me to reset my password every couple of weeks. If this is a new system policy, they need to stop it. I am sick and tired of being forced to change my password every other week for no reason!

Joe

Problem Solver

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6.6K Messages

1 y ago

 having same problem here.

here my post with pic and comcast  reply.

https://forums.xfinity.com/t5/Email-Web-Browsing/my-other-user-account-need-to-reset-password-again/td-p/3304625

did  anyone ever got a email from yourself  before this happen

Regular Visitor

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8 Messages

1 y ago

Having the same issue as well. Started about a month ago. Now 2 times a week I'm having to change my password. Has anyione had any success in overcoming this issue? Needless to say calling this frustrating is an understatement.

 

xfinity please help!

gwhicks

Contributor

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27 Messages

1 y ago

GLAD to hear that even Xfinity can admit there is a problem with it's policies and resolve issues like this, assuming the changes (which you weren't specific about AT ALL)  actually resolves things.

I assume that the changes that were made on your back end was the elimination of forced password resets when someone TRIED BUT FAILED to log in to customer accounts which was a VERY STUPID POLICY.

 

Regular Visitor

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1 Message

1 y ago

We are having this same issue, keep getting messages to reset password on email account

Official Employee

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580 Messages

1 y ago

@mholms1221 i've sent you a PM

 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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