Visitor
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21 Messages
Secondary Email Account Gone
Quick recap: Former Comcast customer. Kept 3 comcast.net address's and accessed them on Xfinity web app. All 3 address's were active on a daily basis. My 2 secondary email accounts quit working 4 days ago. "Incorrect settings or authentication....please change them." Oh, OK, sounds easy.
3 hours in a support chat. No fix. Just got off 2 hour phone call with the experted CSA experts. No fix. Apparently, one of my extremely important to my well being, email accounts is not associated with any of the physical addresses I've lived in the past 35 years. My primary and the other secondary have correct associated physical addresses. This makes zero sense. The CSA checked 4 past addresses I've lived at the past 35 years. I had to 'street view' google maps to track down a long forgotten street address.
CSA guy's hands are tied, 'cannot verify without physical address.' Not his fault. At this point I only request my case situation be passed up to [Edited: "Language"]. 25+ years of sign ups and website associations with this address are gone. Here's a kicker, the address includes my name! Hardly a tragedy but immensely painful.
XfinityThomasA
Official Employee
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1.5K Messages
4 months ago
Thank you for your feedback and update, @janswers. I understand emails are important, and I'm sorry to read our CSA team members were unable to verify without the address.
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OCR2
Visitor
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1 Message
4 months ago
Similar situation - Former Comcast customer - My actively used secondary email account quit working last night (6/5/24). My managed account is still active. The primary account is still active. The secondary user no longer appears in the Security/ID list. I'm trying to determine if this is temporary, permanent or whether I've been hacked. The Chat's are no help. Any help?
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user_a8zfd4
1 Message
4 months ago
I'm in the same boat. One of my 2 secondary email addresses stopped working. The other one still working solar is my wife's and I fear losing that one too. Also a 30+ year customer though not currently. "Account and Identity" page only shows my primary email address so I have no access to secondary ones.
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user_aemwi6
4 Messages
3 months ago
I too am in the same boat. Hello, Comcast - please tell us what is happening
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user_aemwi6
4 Messages
3 months ago
Hey all - I called the CSA at 888-565-4329 and she had me sign in to my secondary account on-line. It had me reset my password and then I was able to access my secondary account on-line. Updated the PW on Outlook on my computer and am back to normal again. Not sure if she had to do anything on her end though, but try logging into your secondary email on-line. Hope this helps.
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user_2v49mg
1 Message
2 months ago
I am having the same issue. Logged into my primary account, but no secondary emails listed and there should be two of them!!
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user_5cvt6p
1 Message
2 months ago
Mine are also gone, went to comcast email website only my primary is there.
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