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user_94flar
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1st Reply

2 Messages

Wednesday, April 24th, 2024 8:22 PM

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Reset password on email account on “inactive” XFINITY account

I have an inactive xfinity account and a current active xfinity account.  They both used the same log in - but now I can no longer see any of the secondary email accounts I have created.

They are both linked to my log in - however, the old one states “inactive” or “unlink”

I am trying to reset my secondary email account that I created through that inactive account.  Though my active account uses the same member log in email, and I can see the inactive account number linked, I can no longer see any of the secondary email accounts that I’ve created.

Therefore making it impossible to reset this secondary email account.

What do I need to do?

Thankyou.

Question

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Updated 

6 months ago

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user_94flar

2 Messages

7 months ago

Clarification - I’m seeking to reset the PASSWORD on that secondary account

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XfinityRichard

Official Employee

 • 

1.4K Messages

Hi there, @user_94flar Thank you so much for your time and patience. Since it has been a few days since you posted your concerns, were you able to get it resolved? If not please don't hesitate to reach back out.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 months ago

0

user_cd2w9a

1 Message

@XfinityRichard​ thank you, no. I was not able to resolve this issue. Please assist. 

7 months ago

0

XfinityThomasD

Official Employee

 • 

972 Messages

 

user_cd2w9a Could you provide more information on what issues you are having with your email and any steps you've already taken as well?

 

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

7 months ago

0

user_17a6fb

Visitor

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6 Messages

7 months ago

Have this same issue.  Moved to an area with no Xfinity service some years ago but Xfinity was awesome and allowed me to keep an "inactive" account with my email(s).  I can get to my primary user email and reset pw etc. but I can no longer see/access my secondary user accounts when I log into the Primary so as far as I can tell there is no way to do healthy pw resets on the secondary user account anymore?  Please advise.

3

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XfinityRaul

Official Employee

 • 

1.6K Messages

Hello, @user_17a6fb. I'm sorry to hear you're having issues connecting to you secondary user email accoun. I'd be more than happy to help find a solution to this problem.

So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own?

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

6 months ago

0

user_whckbm

1 Message

I have the same issue being an Inactive User. I cannot see or manage my secondary accounts since my Primary User ID is inactive.

Is this a dead end thread?

6 months ago

0

XfinityAlfonso

Official Employee

 • 

1.2K Messages

Hello user_whckbm  Primary Xfinity IDs on inactive accounts can be reset, so they can be accessed, however, with these and secondary IDs the lapse cannot be longer than 90 days.  We are able to assist by contacting us at 1-800-XFINITY(934-6489) 

 

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

6 months ago

0

brudiak

Visitor

 • 

1 Message

6 months ago

Same issue here. Former Comcast TV customer, but moved out of the US last year. Kept multiple Comcast email addresses because almost all websites require an email address for login. The primary address is fine and I can change password, etc. However when I try to access one of the secondary email addresses via the web interface, it is requesting me to change my password, then takes me to a page asking me to connect to my home Wi-Fi (which I obviously do not have)...then says "video only users will need assistance from the primary account holder to reset their password".

When I log in to "My Account" as the primary account user, none of the secondary email addresses show up, so I'm unable to reset any of the passwords. All I see on the page https://customer.xfinity.com/settings?role=primary is "This account is no longer active. Users cannot be added."

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user_17a6fb

Visitor

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6 Messages

6 months ago

I eventually called Xfinity Customer Service and they assisted in a pw reset on my secondary email account while I was on the phone with them.  This is no longer something that can be done online to your secondary accounts by customers with inactive Xfinity accounts. I believe I will therefore go setup a new email elsewhere as it is no longer reasonable to leave an email pw same and not make healthy pw changes periodically.  I will keep my primary Xfinity/Comcast email since I am able to reset the pw on it online, but don't feel like the secondary email account requiring a lengthy phone call to Customer service to reset pw is a viable plan.

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