secondary email accounts missing

Hi Thomas,

Clearing cache did not fix issue.

Secondary accounts cannot be accessed on any devices... all show same "cannnot connect to server" error.

Cannot update the secondary passwords because the secondary accounts are not listed in the primary account anymore.

We'll take a closer look at your account from our end. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

Chat agent could not fix.

Had to call customer service and was able to resolve password reset issues for both accounts.

I am having the same email issue. When I call the help number there are no options given to speak to a live person. I can not log into my secondary email account from any device.

Drew

Hello, @abcefg. Thank you for reaching our team on Forums, we know the importance of being able to access your emails. Have you attempted to clear cache and cookies or attempted another browser?

Good evening, jsharper.tax. Thanks for taking the time out of your day to reach out with your concerns on getting the passwords reset for your secondary Xfinity email addresses. We are happy to still provide the email accounts and we are glad to help with your concerns.

1. Each Comcast email address is associated with an Xfinity ID. The Xfinity ID must have a non-Comcast email address or a personal cell number associated with it to reset the password. This number or email address needs to be unique to the account. 

2. For customers that have an email only account with us. Our Customer Security Assurance team would need to get involved to add a personal cell phone number or email address to the account. The Xfinity app has limited functionality when you have an email only account so I agree seeing the other User IDs/email addresses and resetting those passwords is not an option.

3. Our Customer Security Assurance team can be reached by calling 1-800-XFINITY. That team has all the tools needed to help get the password reset.

Were you able to get the passwords for your secondary User IDs updated when you reached out to them? 

Was able to get passwords reset on the secondary accounts, and so can access them online as well as get forwarded messages through a non-Comcast account through IMAP into outlook.  A frustrating process to do that because of how many hoops to jump through to get through to CSA (if you call the basic Xfinity number).  First have to deal with the Artificial Stupidity "Assistant", then get to normal customer service, and then transferred to CSA and wait on hold.  It would really help if your publicized a magic phrase to say to the phone "Assistant" that would result in immediate transfer of the call to a live agent in CSA, and the chat function for the Assistant that clear dealt with the problem that would result in getting a call from CSA to generate a code for an account that does not have currently valid alternative non-comcast email address or phone associated with it.

The fundamental problem that a separate phone number is needed for account verification to reset a password was and is not resolved.  When accessing my primary email account, in settings/accounts, none of my secondary accounts are listed.  Maybe this is an artifact of having legacy email accounts after terminating my Comcast cable service.  Furthermore, when trying to reset lost passwords on the secondary accounts, the instruction directed that I use the primary account to reset the passwords on the secondaries (because they did not have their own recovery phone number).  Not clear how to do that in the primary account if the secondary accounts aren't listed in the primary account   I am told the addition of a non-Comcast email to those secondary accounts will in the future be able to serve the purpose of ID verification to let me recover passwords again without having to talk to CSA.  As long as I can access the secondary accounts, I apparently can create a new password for the secondary account (which often needs to be done in response to security incidents that put my email addresses on the dark web with a password but without saying what password the was disclosed in the breach).  But the fundamental problem is that if you add your cell phone number used on any of your other Xfinity accounts to another Xfinity account, that then causes that phone number be removed from the account that was using it.  Why would Xfinity assume that anyone with 5 email addresses would have 5 phone numbers that can receive text messages for ID verification?

Thank you for your time and effort in resolving the password reset on your secondary accounts. We understand how frustrating and time-consuming this process can be, and we appreciate your patience and persistence. We are truly grateful for your understanding and feedback regarding the challenges you faced. Your detailed insights are invaluable and help us identify areas where we can improve our services.

We recognize the inconvenience caused by the multiple steps required to reach our Customer Security Assurance (CSA) team. We are constantly working on improving our support system and will certainly take your suggestion about a direct phrase for immediate transfer to CSA into consideration.

This feedback is crucial for us as we continue to enhance our systems to better meet your needs. We are glad to hear that you were able to get everything sorted out, and we appreciate your effort in doing so. 

@XfinityVianney​ 

When I log in to my primary account, I still do not see the secondary email accounts being listed there, so that I would not be able to change the password for those accounts without having a phone conversation with CSA.  If I am wrong about that, please provide specific instructions as to how to change a password on a secondary account.  Is it normal not to have the secondary email accounts listed under the primary email address "account and identity" tab?  See https://connect.xfinity.com/appsuite/apps/faq/index.html#recoverPassword.  That refers to changing or recovering a password, but the link provided does not say how to change a password.  Is the way to change a password is to click the "I forgot" button instead of logging into the account, and proceed as if the password was forgotten?

Thanks for reaching out, user_35q1mr! Have you already called customer service as the reset page instructed?