Resetting passwords for secondary email accounts option not available

Thanks for the reply.

Lets set aside for a moment how communication to existing customers was absent.

These articles 'assume' the 'secondary email' accounts have logged into the https://connect.xfinity.com/appsuite what if they didn't?  How do I recover them?  They have been using 'other' email clients successfully for years.

Since these accounts were additional email accounts set up with my xfinity/comcast account it assumes the primary account owner can change the password, but again it is not offered to me when I log into the xfinity account, as they no longer exist.

Once again, these 'secondary' email accounts require a password reset, there is no option for me to reset them, how do I reset them?  The article states that if the account is inactive you will receive "account not found' which is not the case.

thanks

@NormalJoe Thank you for the reply. In order for the email addresses to remain active users have to log into the Xfinity web portal once every 12 months.  If the web portal is not accessed once in a 12 month period, that username may be deactivated. Idf the username is active passwords must be reset utilizing the self-service option at: 

https://www.xfinity.com/support/articles/changing-or-resetting-your-password

Please send us a DM, if you would like us to review account specifics 

Please send us a DM with your full name and address to Xfinity Support. To send a direct message:

Click "Sign In" if necessary

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

I did this, nobody responded.  Why not just acknowledge that Xfinity entirely missed this scenario and post an update in the forums about it.  The tech support people on the phones have no idea how to respond so they put you hold until you eventually give up.  This is a simple problem, they just have to walk the customer through a password reset why is this so hard?

I apologize for the poor experience when calling in if you still need assistance please send us a DM with your full name and address to Xfinity Support. 
To send a direct message:
Click "Sign In" if necessary
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

I am sure this is going on with thousands of customers.  I followed the DM instructions and just waited endlessly and while one person asked a follow up question after 45 minutes he never came back.  I tried to phone in again, and my issue was off script, so they just put me on hold for 45 minutes, and I eventually gave up (which is their MO and happened 3 times in past few days).  Your email accouns and mine are still on the server and likely still receiving messages, they just need to engage to walk through an MFA reset and they refuse to do it.

I am having the same thing happening.  I am pretty sure it has nothing, or little, to do with whenever you last logged into the web portal.  I know this because I was able to log in and restore a primary account I had absolutely not accessed in any way in nearly 2 years.  The system prompted me to reactivate and then I saw tons of spam messages that had been accumulating since my last login.

I guess I'm lucky because when I called and waited 20 minutes to get through, they didn't even take any of my account info and told me that it was a known issue that they are working on and that they therefore could not do anything to help me.  So at least I didn't waste more time on the phone.  That was 2 days ago.  At that point, I couldn't find any other posts detailing a similar problem so I thought they were just trying to get rid of me. 

Update: I finally talked to someone who was able to help me reset my account.  Once I got in, I saw that Comcast had sent me the following email- after already disabling my password so there was no way to see it until I got through the bureaucracy of Comcast support:

To keep our customers' accounts protected, we recently asked everyone to reset their password. In our final review we noticed yours has not yet been changed so we’ve taken steps to secure your account. Please call us at 1-800-Xfinity (from 9:00 am to 12:00 am EST, 7 days/week) to speak with one of our Xfinity customer service agents, who can help you reset your account password.

Was this the primary for secondary account?

This was for a secondary account. The CSA agent was surprised I couldn't manage secondary accounts from the primary.  

Basically, Comcast dropped the ball big time with deactivating passwords without notice and with no way to see rge communication. Not to mention nor preparing support employees to know how to help fix this for people.

@user_m3xi23 Thank you for reaching out to us today over our Xfinity Community Forums! Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

The email address in question, while it isn't the primary email, is it associated with an active account?

Hey Doc59, thanks for getting back to us and letting us know you are having the issue as well. When you get a chance, can you send us a direct message? The instructions are above on how to do that but I'll post it just in case.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• 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

NormalJoe - I have been trying to help my wife restore Comcast email from prior to 5/20/24.  Using connect.xfinity.com to login.  Can see email from the past week or two, but somehow, all email history prior to that date disappeared.  We have spent 6 hours over 3 days on the phone or chat with nearly 20 different Xfinity agents (we keep getting passed around and bumped back to the beginning of the process over and over - "how can we help you?" after hours of explanation.  Without doubt, the most frustrating business experience I can ever recall.  They have not restored the email despite multiple promises to do so.  They have never called back when they have promised to do so.   Bottom line, still cannot see any emails prior to 5/20.  Why would they have been deleted from the Comcast/Xfinity server???  If they weren't deleted, why can't we get them back? 

It is super frustrating, the engineering/business decisions do not seem to filter down to their support, or they are deliberately choosing to discount this customer scenario.

What I do know is that depending on your email client application (eg: outlook, andriod, iphone, etc), there is a setting in the service configuration that allows you to choose what to do with email on the server when downloaded to your client application (I have an example but cannot attach it in this post.  Check that it is not set to delete email from server once downloaded.  If it was checked, the email would be deleted from server and sitting in your local (pc, tablet, phone) inbox of your email client.

It is not clear to me from your post whether you are still able to send/receive from your wife's email account, nor if it is a primary or secondary account.  If you are able to login to the comcast web mail and send/receive messages then your account is still active.

If you can ever get through to a human, you need to get your call transferred to the 'security team', they seem to be better and understanding how to resolve issues.

hth

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user_ga4s44 Can you please send us a DM. 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.