@user_cq3qu8​ 

You will need to call:

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

@user_umvu1n​ 

Given the recent Xfinity data breach, I was required to reset my password when logging onto the Xfinity website.  I did so yesterday, Christmas day.  No problem.  Then I went to my Xfinity app on my iPhone & again successfully updated the new password.  Then I went to my iPhone to update my 2 long standing Comcast email accounts.  Went to "Settings", clicked on the primary email.  Typed in the new password, then hit the "Save" button, and my emails to this account quickly updated.  I then went to my secondary email, did the same, except the "Save" button never appeared?  When I tried to get mail in this account I get the error message that I need to enter a password?  Tried to do so multiple times, same error.  Even tried my old password.  No luck.  My mail in the secondary account hasn't updated since Sunday.  I went back to Xfinity website and tried to access my emails there.  The primary account shows up.  The secondary account isn't there?  Yet until I tried to change passwords the secondary account was working as usual.  All this grief because Xfinity was breached and they required new passwords!!!!

Did you try logging out of your primary email and then logging into your secondary email?

Thank you for reaching out to us here @user_umvu1n. If you are still having trouble with that secondary email we can look into that for you. Could you send us a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

@user_q4si8u Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

You can forget about that old email. I went through the same problem with Comcast and no one could retrieve my email account. Use a secondary Gmail address so you never have this problem again.

@user_843337​ 

Within the last 2 days, I have been locked out of a comcast.net email address that is from an inactive account, and I can't for the life of me figure out how to get back into it. Any suggestions? It's not associated with my current account, and it keeps telling me I need my primary account user to help with resetting it, but there isn't one associated with this email address.

See if Customer Security Assurance can retrieve it for you:

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

I had the same problem.  You might as well forget about it because Comcast is unable to retrieve those old accounts.  I tried and tried but no solution.  Get a gmail account for backup.

Thank you so much for reaching out to us, user_4popq9! I am sorry to hear about the experience with your email. Have you had a chance to reach out to our Customer Security Assurance team for assistance with the email concerns? You would reach out to 1-800-XFINITY to explain the issue and be transferred to the CSA team if need be. 

Its gone forget about it.  I lost a very important secondary account because of this nonsense.  I only use Comcast for $25 a month internet and wi-fi.  sign up for a gmail account, its much easier.

You personally can't do it there are no steps. Comcast has to do it from their end on a case by case basis. We got my wife's secondary email back after waiting numerous days and hours of on hold attempts to speak with someone to resolve this. When we finally did all of a sudden she got a request to reset her email and wala it works.  

So, I called in to the CSA (888-565-4329), and, after less than ten minutes on hold, they walked me through their process for resetting a secondary account password, which has to be done in concert with them, as they have to generate some sort of code in the background that allows your request to go through.  It took a few minutes for everything to be ready, and then it was just a few mouse clicks to reset my password.

Is it a good system?  Can I believe that they did this to themselves on purpose?  No and no.  But it does seem to reliably and relatively easily for the user, work.  So, yes to user_830fec, and no to jbahlinger.  And, in answer to my own question, the standard solution is precisely to call CSA with your device connected and ready to reach their website.

@Alec_the_Addled​ I have the same issue, my secondary accounts are no longer accessible because of Xfinity breach and I have no way to reset passwords, since I don't have Xfinity Internet. I've tried to talk with CSA in chat, and what a joke it was. I've had several xfinity reps connect, one after another, and every single one of them just quit on me, left the chat, just like that. Outsourcing customer service works just great... NOT. I dread when I think about actually CALLING the CSA...

EDIT: Just called CSA (888-565-4329) and surprisingly was no wait time. The rep assisted me, was very pleasant. During the process, I was able to set up secondary email address for all of my secondary emails and now I have a way to reset passwords. All good. Call the number, people, should be a smooth experience. They are working on improving their CS service due to many complaints.