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tonyjack
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12 Messages

Tuesday, September 10th, 2024 2:08 PM

secondary email account stopped working

For some reason, my secondary comcast email account stopped working today.

Outlook reports "Your IMAP server wants to alert to the following: 1014".

Web mail reports "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."

Neither Outlook nor web mail has a problem with the primary email account.

I've tried changing the email password on the secondary account via the settings on the https://connect.xfinity.com/ website but it gives me a "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them" message.

I've also tried both SMTP values for the Outgoing Mail Server Port Number: 587 and 465 (SMTPS)

Nothing has worked

Question

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Updated 

19 hours ago

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sugarcitycalif

Visitor

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2 Messages

7 days ago

Experiencing same issue 

1

XfinityBenjaminM

Official Employee

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1.4K Messages

 

sugarcitycalif What troubleshooting have you done so far? We recommend changing your Xfinity Password for the account that is giving you trouble and then trying again.

 

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.
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5 days ago

0

user_hyz8q8

1 Message

7 days ago

Same issue keeps telling us our password and email is incorrect and that it cannot connect to the server. 

0

coffee_please

Visitor

 • 

1 Message

7 days ago

Same here whats up with comcast???

1

XfinityGabriel

Official Employee

 • 

1.7K Messages

 

coffee_please, Hi there! Thanks for reaching out. I rely on some secondary emails that I use for my business so I understand the inconvenience that this has caused. I am sorry to learn about this experience. You've reached the right place. We are a team of expert specialists who are diligent in helping our XFINITY family members with email concerns such as this. We can help. May I ask when was the last time you attempted to access those emails? Have you also checked if that email address is still active using the link that my awesome colleague suggested in this post?

 

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

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5 days ago

0

miked112

Visitor

 • 

3 Messages

7 days ago

Same here. I use my secondary account for business.  I want some kind of compensation for business that I am losing.  Has anyone been able to restore their email account?

0

0

miked112

Visitor

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3 Messages

7 days ago

Does anyone at Comcast read these posts?

1

tonyjack

Frequent Visitor

 • 

12 Messages

7 days ago

Ran my normal Windows Update (every 2nd Tuesday of the month) to see if it made any difference with this Comcast email issue.

After finishing update and rebooting, the problem still occurs both on the webmail access and Outlook.

0

0

JerrytheK

New Poster

 • 

3 Messages

7 days ago

Same issue. Primary account is fine, one of the secondary accounts is AWOL.  

This is a system-generated message to inform you that your email could not
be delivered to one or more recipients. Details of the email and the error are as follows:


<[Edited: "Personal Information"]] said: 451
   4.2.0 Throttled -
   [Edited: "Personal Information"] (in reply to end of DATA command)
Reporting-MTA: dns; [Edited: "Personal Information"]
X-Postfix-Queue-ID: 2443AD803FC
X-Postfix-Sender: rfc822; [Edited: "Personal Information"]
Arrival-Date: Tue, 10 Sep 2024 16:02:40 +0000 (UTC)

Final-Recipient: rfc822; **********@***********
Original-Recipient: rfc822;[Edited: "Personal Information"]
Action: failed
Status: 4.2.0
Remote-MTA: dns; [Edited: "Personal Information"]
Diagnostic-Code: smtp; 451 4.2.0 Throttled -
  [Edited: "Personal Information"]

 

(edited)

1

0

XfinityGabby

Official Employee

 • 

1.5K Messages

Hello @JerrytheK. Have you tested the same email address with another email account to check if you're getting the same error 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

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5 days ago

0

user_g6r1my

1 Message

6 days ago

Same here, primary works but secondary will not even though it has worked for months. Cant find where to get help except from the stupid AI which is no help

0

0

user_96odoj

1 Message

5 days ago

I have the same issue, been working for years on this computer and now stopped working for 2 secondary comcast accounts.  I found that if I set one of these secondary accounts as the primary email address on my laptop it works.

3

0

dgidlof

Visitor

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1 Message

Secondary accounts appear to be working this morning.

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5 days ago

0

XfinitySara

Official Employee

 • 

1.2K Messages

Thank you for that feedback, @user_96odoj. Are you able to confirm a resolution on your side this morning?

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

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3 days ago

0

XfinityAlfonso

Official Employee

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1K Messages

Hey dgidlof glad to hear that access is working for you again! 

 

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

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3 days ago

0

XfinitySara

Official Employee

 • 

1.2K Messages

5 days ago

Thank you for taking the time to create a post with your email concerns, @tonyjack. I'm sorry to hear about the trouble you and others have had, and I would love to see what we can do to help! To confirm, have you recently viewed and confirmed your email account status as seen here?

5

0

sugarcitycalif

Visitor

 • 

2 Messages

These email accounts have been continuously active for nearly 20 years and then two days ago, nothing.  Ive spent several hours on Xfinity live chat to try to resolve the issue, but no luck.

The last customer service person that I chatted with insisted that the secondary email accounts in question didn't even exist, when they clearly do.  Thanks for any help you can offer.

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5 days ago

0

XfinityBenjaminM

Official Employee

 • 

1.4K Messages

 

sugarcitycalif Thank you for your response! We'll need to investigate this further to see if we can fix it for you. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this 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
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your 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

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5 days ago

0

tonyjack

Frequent Visitor

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12 Messages

@XfinitySara​ 

Thanks Sara. I used the link you provided and changed the password on the secondary email account. After some work, I can access both accounts via Outlook which is my most important issue. I can login using Xfinity webmail to my secondary account. I can login using Xfinity webmail to my primary account.

The only remaining issue is that on Xfinity webmail page for my primary account, I have my secondary account shown and I used to be able to view email for both accounts. I would like to be able to do that but I can't figure out how to fix it (assuming it's still possible). I suspect the problem is that the secondary email now has a new password. Is there a way to remove the secondary email and re-add the email secondary email to the primary email account?

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5 days ago

0

XfinityGabriel

Official Employee

 • 

1.7K Messages

 

tonyjack, Sweet. We are happy to hear that you can now log in to the secondary account. 😀 Great question. You would only be able to view one XFINITY email ID on one profile at a time. Does this make sense? Here is a great link to more details on managing primary and secondary accounts. 

 

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

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5 days ago

0

user_0069d7

Visitor

 • 

1 Message

Can someone from Xfinity reach out to me to resolve this issue?  I have 2 business accounts that are attached to my primaty account and they haven't been working since Monday.  I have tried to access them and reset passwords with no success.  

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4 days ago

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