Secondary account issue

We received the exact same error message for each account. I spent an hour on the phone with Support and they finally told me that "their manager" needed to make the change to re-associate the secondary emails with my primary account. They stated that they would make the change and call me back within 24 hours.

@user_baohxi Thank you for reaching out. I am sorry to hear about the email issues you are having. Have you received an update?

Hello, @christyd. Have you been able to access your email since you shared your experience via Forums?

AI was no help either…just went around in circles.

My wife’s e mail is still not linked. I see that xfinity is able to reactivate these lost connections, but I don’t know why the agent I contacted didn’t do that?

I would be happy to look into any issue with that email service @j33t. Could you send me 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_baohxi Thanks for the update. I'm glad to know your email account is back and you can log in. Were you given any more details on why you should log in every week? Were you told a timeframe of how long you would need to log in weekly for?

@user_baohxi​ 

Xfinity was finally able to reactivate the accounts and reassociate them with my primary account. They would not own up to why the accounts were deactivated to begin with, but at least the accounts are now working properly. It seems like they had a database update that impacted the accounts, but they won't take ownership over their mistake. I feel that this reflects poorly on their support organization. The "manager" on the call suggested that we login through their web portal every week to ensure that this doesn't happen again. That is a ridiculous restriction when modern email tools access the login credentials about every minute. I'm strongly considering moving all of my email usage to a different carrier.

If you are using a third party email app solely for your email, that's the problem, sort of.  It's okay to use those apps, but you need to log in to web mail in order to keep your email accounts active.  Logging in every 90 days should do it, but I suggest logging in at least once a month - that definitely keeps the account[s] active.  So, what the "manager" told you is correct.