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Thursday, May 30th, 2024 1:17 AM

secondary email accounts missing

Receiving "Cannot connect to the server..." errors for secondary Comcast email accounts using Outlook.

Logged in to primary email account on Xfinity site and secondary email accounts are not listed.

How can these missing email accounts be accessed/recovered?

Accepted Solution

1 Message

2 months ago

I got the same issue. Not able to see the secondary users in the primary account so I can’t reset their password to continue getting their email. 

update: resolved by calling customer service as the reset page instructed. 

(edited)

Official Employee

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1.3K Messages

2 months ago

 

You've come to the right place for help, user_f8zumu. Welcome to the Xfinity Forums. Have you tried clearing cache and cookies on your devices, and/or trying to access them from another device? Have you recently reset your Xfinity password and if so, can you try to update Outlook with the new password there? 


As a quick reminder using third-party email clients (e.g., Outlook, Apple Mail, Thunderbird, etc.) to access your Comcast.net email address can potentially expose your Xfinity ID and password to fraud and other risks. We recommend you access your Comcast email by visiting xfinity.com and clicking the Account icon in the screen’s top-right corner, then click Check Email. Are they visible there?

 

3 Messages

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.

Official Employee

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389 Messages

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.

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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3 Messages

Chat agent could not fix.

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

Official Employee

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1.5K Messages

 

user_f8zumu I'm glad our recommendation to contact our CSA (Customer Security Assurance) team helped. If you need anything else, don't hesitate to let us know. Have a great rest of your day. 

 

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

New Poster

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2 Messages

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

Visitor

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2 Messages

7 days ago

I am having a similar issue - I have three Comcast accounts and can only access the main one - help please

susan

Visitor

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1 Message

4 days ago

I am having the same issue.  Some of my secondary email accounts stopped working.  They need a password change, but it won't let me change the password.  Please help.

Official Employee

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1.3K Messages

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?

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

Official Employee

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1.9K Messages

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? 

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 Message

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?

Frequent Visitor

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32 Messages

2 hours ago

Were you able to fix this problem.  Im having same issues....thanks

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