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user_6qmx9d
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Wednesday, July 10th, 2024

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Secondary Email Account Not Working

I have an IMAP email account that has not been working for 3 days. My comcast.net email works, but the secondary account does not.  When I go to the Email screen, an Error message (with a red exclamation point) pops up, "Error...The provided login data to access mail server imap.comcast.net seem to be wrong. Please correct them." But I can't correct them. 

If I go into Settings/Accounts, under the secondary account name I see this message, "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them." 

But if I try to change them, by clicking Edit, if I enter the password I have been using and click save, I will get a popup message, "Account Updated."  But the other messages remain.  If I try a new password it is rejected.

I have restarted the email and the PCs and phone on which the account is used, this does not fix anything. 

On the client side of this, the secondary email apps all prompt for a login, which fails. All the server port, server type, connection security settings are as recommended.

Meanwhile, I am not receiving emails to the secondary address, which is a huge problem. The chat bot does not help, so I am seeking help here.

Question

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Updated 

10 months ago

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user_6qmx9d

3 Messages

1 year ago

I was able to resolve this!  Hurrray!

Under Account and identity, I found two users: a Primary and a Viewer.  The Primary had my Xfinity user ID for Email and password under Sign-in and contact information, and the Viewer had my secondary account address for same. (I don't recall setting this up, but it would have been a long time ago.)  There was an option to Change Password for the Viewer, so I clicked it and changed the password. Then I went back to the Email tab and edited the secondary account to have the new password just set. It worked! I had to go back to the client apps and enter the new password to make them work, and now everything is back to "normal", with a bunch of email to process.

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XfinityGabriel

Official Employee

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2.6K Messages

 

user_6qmx9d, Yay! We are happy to hear about the resolution. Thank you for sharing these details. While we have you, do you have any additional questions or concerns before we let you go? How are the rest of the services working for you?

 

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

0

user_82ef58

Visitor

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2 Messages

@user_6qmx9d​ THANK YOU for posting this!  You saved me a few hours of my life not wasting time with the bot and/or customerserce to get nowhere!

I had same issue and it looks like it started last Tuesday 7/9.  I figured following your instructions would be faster than my other options.

I follwed them and updated the password in the Account and Identity section and then in the Account page (and then my apple mail) and it worked!!  

1 year ago

0

XfinityVianney

Official Employee

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2.4K Messages

 

user_82ef58 Thank you for posting about your updates. I'm glad to hear this helps you as well. The great part about Xfinity Forums is you can get help from experts, specialists, and fellow customers. I want to thank @user_6qmx9d too for providing their feedback and guidance. 

 

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

0

WD19

Contributor

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50 Messages

1 year ago

I now have exactly the same problem. Funny how this stuff happens so often. Something works fine for years, and suddenly it does not. 

Naturally, WE have to spend hours trying to fix it when clearly the companies have changed something. 

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apk2

Visitor

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2 Messages

Several weeks ago my two secondary accounts stopped working. I had a phone number to call a security center and they fixed it by resetting the accounts. All fine for 2 weeks. Now, one of the accounts has failed again. I need that number again.

1 year ago

0

XfinityRay

Official Employee

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3.2K Messages

Hi there, @user_6qmx9d! I am glad the email accounts were fixed but sorry to hear there is still trouble with one of the.email accounts. The Customer Security Assurance team can be reached by calling 1-800-XFINITY and asking to speak with that team. Their hours of operation and other great details about what they do can be found at this link.

 

Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines

found here and our Xfinity Forum Acceptable Use Policy found here. If needed, we may invite you to send us a Direct Message.

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

1 year ago

0

user_e5b78d

2 Messages

1 year ago

My secondary email broke today. After hours of struggle I can receive, but I can't send from my secondary email. What happened at Comcast to break this, and how do I fix it?

8

Again

Expert

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32.5K Messages

@user_e5b78d​ 

My secondary email broke today. After hours of struggle I can receive, but I can't send from my secondary email. What happened at Comcast to break this, and how do I fix it?

Are you able to send from the website?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_aiyp1a

1 Message

@user_e5b78d​ 

Same problem here. I had to reset the secondary email password . It can receive now, but cannot send. Please post any solutions. Thanks 

1 year ago

0

WD19

Contributor

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50 Messages

I have a simple solution. How about Comcast just undoing what they did last week. 

1 year ago

0

XfinityJeniece

Official Employee

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3.4K Messages

 

WD19  Thank you so much for confirming! I know how important it is to have access to your Xfinity accounts for your emails! What device are you using in order to access your account? Have you tried another device to see if you are having the same problem?

 

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

1 year ago

0

WD19

Contributor

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50 Messages

desktop computer

Iphone

Ipad

I tried looking at my settings on the desktop and got this message:

"WiFi credential settings are currently unavailable
We cannot display your network name and password because your device does not support this feature."

I have no idea why this is because things worked last week. 

1 year ago

0

apk2

Visitor

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2 Messages

1 year ago

Several weeks ago my two secondary accounts stopped working. I had a phone number to call a security center and they fixed it by resetting the accounts. All fine for 2 weeks. Now, one of the accounts has failed again. I need that number again.

5

0

Again

Expert

 • 

32.5K Messages

@apk2​ 

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

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

WD19

Contributor

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50 Messages

This is 2024. Email is not cutting edge anymore. I am getting pretty tired of the unreliability of these services. 

I pay plenty per month for internet service and refuse to waste hours of my life trying to find work arounds for problems caused by those I am paying. 

1 year ago

Again

Expert

 • 

32.5K Messages

@WD19​ 

This is 2024. Email is not cutting edge anymore. I am getting pretty tired of the unreliability of these services. 

I pay plenty per month for internet service and refuse to waste hours of my life trying to find work arounds for problems caused by those I am paying. 

There is nothing that says you have to use Comcast's email; it's not a line item on your bill so you're not paying for it.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_82ef58

Visitor

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2 Messages

@Again​ I think you are missing the point.  The reliability for the emails/secondary emails and lack of online or access to support is frustrating and chatbots aren't the solution. We as consumers should not have to spend hours trying to solve a technical problem that Comcast created, but that is where we are.  

What's the point of having Comcast/Xfinity if you can't depend on your email account to work?  Telling people to just go somewhere else for their email means why even have them as a provider at all?  That's how companies lose their customers and eventually go under...maybe you don't care but Xfinity/Comcast should.

1 year ago

0

XfinityJeniece

Official Employee

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3.4K Messages

 

WD19 thanks for reaching out through Xfinity Forums regarding your account concerns. We definitely want to ensure that your services are working properly for you. We appreciate you being in the family! I would be happy to help with troubleshooting. Have you tried any troubleshooting steps already and what have you tried? 

 

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

1 year ago

0

user_lh1tvx

1 Message

1 year ago

Just changed my primary Comcast.net account's password but now my secondary account will not work - same messages as OP above but I dont have a "viewer" listed under account and identity. so now what

this is why I never change my password which is not a great idea either!

2

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XfinityKassie

Official Employee

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2K Messages

 

user_lh1tvx Good afternoon! We appreciate you visiting our Community Forums Support for assistance with your secondary email address. Keeping open lines of communication running smoothly is important, especially when we rely on it for so much. Before we begin, can you please share any troubleshooting steps the user has already tried? This way we have an idea on where to pick up. Thank you, and I look forward to working with you. 

 

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

1 year ago

0

user_zv9hmo

1 Message

ALL of our secondary accounts (some using Mozilla and some using Outlook) DO NOT WORK.  We are losing business, and have been for 30+ hours. 

NOTHING has worked.  Hours online trying to resolve.  Comcast (when after 2 hours we finally reached a LIVE person) said that is wasn't Comcast's problem, but "the other companies" were trying to fix it???  If we are using different mail programs, isn;t odd that they all stopped working at the same time? And of course, it has nothing to do with Comcast, who, via Chat and the Bots want us to change our passwords, have different phone numbers for each secondary account, change the PWs of our backup services and everything will be OK.

AND use the xfinity website until the problems are resolved. 

Well. guess what?  Xfinity online website DOES NOT ALLOW us to access our secondary accounts !  Only the main account.

This is rubbish !  If we cannot get our mail through XFinity, there is NO REASON to have XFinity at all.  Other companies are knocking at the door with much more reasonable prices AND they have mail service too!  

1 year ago

0

SalineHornet

Frequent Visitor

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9 Messages

10 months ago

Had the same issue.  A secondary email that has worked for years no longer works.  I tried again and again to reset the password on the xfinty site with no luck.  Very frustrating to the point I deleted the email address.  Going to create a google mail address now and am considering deleting the primary comcast email completely.

1

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XfinityLinda

Official Employee

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2.1K Messages

Hi, @SalineHornet! I'm sorry to hear about the trouble with your email. We are happy to help. Since this is a 5-month-old thread, we ask you to please find the best board to author your question or concern, and post your question publicly. This will open a ticket in our system for us to assist. We look forward to your post. Thank you! 

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

10 months ago

0

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