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Visitor

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4 Messages

Wednesday, December 6th, 2023 5:19 AM

Sending Emails Fail after Required Comcast Password Update = authentication rejected

Comcast required me to update my Comcast password for security reasons when trying to log in to their site on 12/5/2023.

It had to be done from the main account holder account and not from the individual sub-email accounts.

This was done for two accounts.

I also updated the passwords on the accounts in two email programs and ever since then I can not send emails and I get the error message "authentication rejected " from Mailbird. Thunderbird also will not send.

I have other sub-email accounts that I did not change the passwords on Comcast and they still send fine, so it is appears to be a problem related to changing the passwords on Comcast.

It's very annoying when things get broken when companies make changes.

Any ideas?

Accepted Solution

Official Employee

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163 Messages

3 months ago

I sent you a direct message a moment ago.  When you have a moment, can you take a look and reply?

To look at DMs, click on the little note icon way up at the top right-ish.

thanks,

XfinityDaveL

Official Employee

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252 Messages

Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window

I no longer work for Comcast.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 Message

@XfinityDaveL​ PLEASE help. I have same issue. After a required password reset I cannot receive any emails. I am panicking. I need my email access. 

Official Employee

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1.4K Messages

3 months ago

Hi there @user_fb5211!  Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are so glad to hear from you and want to help in any way that we can to ensure you are always having a top tier experience with your services.  No worries!  You have reached out to the right team, and we are going to work to get this taken care of.  Please feel free to shoot us a private message, and we can get the ball rolling.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

2 Messages

I have had problems for almost 24 hours. I started using the directions when you call for help. Then a long on line chat. A technical rep was to call me shortly and fix the problem??? 15 hours later no phone call. Get on another online chat, finally could get into main email, but trying to change the others on my account, has turned into a long agonizing unnecessary event. After being on the phone with support for 57 minutes for the 2 nd time today, now the wait time is over 100 minutes. They keep sending text codes to a land line, I have explained that at least 30 times. I keep giving them my cell number and then they pass me off to being on hold.

Official Employee

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983 Messages

This isn't the experience we want, @user_a9iu7f. We'd like to help make things as simple and easy. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address, so we may further assist 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

2 Messages

3 months ago

I am having a similar problem on my phone and can't even get my password changed. I can't receive, send or read emails after the system is forcing me into an endless loop of sign in verification which always fails.

Visitor

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2 Messages

3 months ago

Why don't you just provide the solution rather than DM-ing one user???????????????

Official Employee

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773 Messages

@frankc23​ It quite typically involves sharing the username of the individual so that we can see in our logs what is going on.  Those usernames should not be shared in the forums.

Please ensure you can properly login to the webmail at https://connect.xfinity.com/ and if you're using a third-party email (Outlook, Thunderbird, Mobile), ensure that option is checked in your settings.  If you're having problems logging into the website, I would contact our CSA Department and see if they can assist you.

If everything looks good from that, you may need to DM myself or DaveL above to see if we can take a look at logs.  Again, we prefer the DM to share the username of the person having the issue.

Visitor

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2 Messages

Hi. Thanks. I just DM’d you. This just came out of the blue starting yesterday.

FYI:I was prompted to change my Xfinity login password, which I did, ( not my email password), but that’s the only change.

I can log onto webmail. But on my 3rd party Mac and iOS mail apps I  keep getting prompted to ask for a password, but the password is there. On Mac OS, Apple Mail I put in the password, and it says it cannot verify the password.

4 Messages

@frankc23​ same here - all Apple devices. They need to post a fix!

Official Employee

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1K Messages

Hi there @frankc23. I am glad to hear you were able to change your password and access you email via our webmail. Now it looks like all you need to do is update the password on your Mac an iOS mail apps to the new password. 

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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525 Messages

Hello, @user_yqf7tw thank you for reaching out over Xfinity Forums for support. If you haven't checked your email settings. Here are some great articles I found, hopefully these can help resolve the issue: https://www.xfinity.com/support/articles/update-your-xfinity-email-settings.

 

https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email. 

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

3 months ago

Trying to get my email issue resolved, been waiting on hold over 4 hrs...this is ridiculous.

4 Messages

Utterly ridiculous! I am having the same problem on all devices and I’m not an idiot. The fix should be posted and not have to go through XFINITY’s ridiculous time wasting channels. Funny how it happened right after I got spammed to upgrade my personal modem/router which is stellar and much better than their gateway is…

Official Employee

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1K Messages

Hello @user_0vlvzz

If you are still having trouble accessing your email, please check out the steps provided earlier in this post. Firts you will want to ensure you can properly login to the webmail at https://connect.xfinity.com/. If you're using a third-party email (Outlook, Thunderbird, Mobile, etc), ensure that option is checked in your settings. You can also try completly removing your Xifnity Email from any 3rd party clients, and then add them back. 

If you have already done this, and you're still having problems logging into the website, the next step would be to contact our CSA Department for further assistance. 

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

Contributor

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54 Messages

Please just re-assure me that if I go into my iPhone (where Comcast isn't working now), select Settings, select Mail, then select Accounts, and delete Comcast from the Accounts, then re-add it (not sure how to do that), it will not remove Comcast from my HP nor my Mac, both of where Comcast is still working. Thank you.

Official Employee

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863 Messages

@mmkrzus, that's a great question and it is just for that device. It wouldn't log you out of the other devices unless you change your password.

 

 

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

3 months ago

Same problem. Xfinity told me to change passwords & now it won't get recognized. Going in circles here

Official Employee

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3.4K Messages

Hello @user_elafta! Thanks for taking the time to reach out on our Forums, and letting us know you're also running into issues with logging in. My team is here to support you, and we definitely want to get to the bottom of this for everyone. 

 

Just to confirm, you did successfully change your password, and now you're unable to log into your Xfinity online account, is that correct? 

 

We look forward to hearing back from 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.
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Frequent Visitor

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12 Messages

3 months ago

I have a similar problem.  Xfinity made us change our password on the main account.  Now the sub accounts can't be accessed and we get an error message:  "ERROR-failed to load messages" and "error-mail server imap.comcast.net denied connect attempt.  Alert Temporarily blacklisted IP address  Try again later.  Please help, it has been going on for 2 days

1 Message

2 months ago

Adding my two cents that I'm having the same issue.  

Visitor

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1 Message

Me as well. I'm the only user on my account, and have  2 UserIDs associated. I only ever use one, mostly,, and successfully changed the password on that, and on my email app on my IPhone. However the OTHER user ID, which I almost never use, when it prompts me to change, wants to send the code to an old email address which no longer exists. It will not let me change that recovery email. Using the text app or the person on the phone gets me nowhere. So, I cant even access that user ID on my laptop either.

Comcast needs to get their act together.

Official Employee

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970 Messages

@user_57pzvq Hello! Please try clearing your cookies and cache in the browser you are using. We also recommend deleting and re-adding the email settings for Xfinity which you can find here (https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email).

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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445 Messages

Hey there, @deezlwex! I am very sorry to hear about the 2nd User ID for the recovery and an old email address. We will certainly document the feedback regarding the availablity to do so on your end as we are always looking for ways to improve our customer experience. We would recommend reaching out to our Customer Security Assurance Team here for assistance with recovering the User ID for password reset.

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

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

2 Messages

2 months ago

Problems occur, but Comcast should have posted a CORRECTLY WORKING FIX, instead of customers going through this ridiculous round of circles. 

New Poster

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3 Messages

2 months ago

This has prompted me to finally stop using the @comcast.net email I've used for many years. Dealing with Comcast is just too frustrating.

New Poster

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3 Messages

...and who decided that opening the xfinity app on another device would be a clever way to authenticate logins??

4 Messages

@denovosys​ yes, I’ve switched to using protonmail and it works beautifully- Comcast mail is 99.9% spam anyways so I’m just ditching it. Thinking it’s time to just ditch Comcast once and for all… this [Edited: "Language"] all started because I was being spammed to upgrade my plan. When I chatted with tech support I was told there would be a fix with in the hour and if they couldn’t fix it, I would be issued an escalation support ticket. All I saw after that was a link for a new contract to upgrade. Total bait & switch [Edited: "Language"]!! I responded with a fast NO to the link but will likely see the new charges on my account. I saved all the chat and “contract” info to fight them but I’ve been here before… not ethical at all and I’m too old to give my time and money to people and corporations that are full of [Edited: "Language"].

(edited)

Contributor

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45 Messages

Updated Main Account Password eariler, and of course now Secondary Email account no longer can hardly send or receive emails

Already cleared browser cache on system i use the most to check my Secondary Email 

Guess Main acccount password changed successfully or i hope lol

Official Employee

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970 Messages

@denovosys We would recommend removing your Xfinity email settings completely and then re-add them using this link (https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email). If you are using a browser to check your email, please make sure to delete your cookies and cache as well.

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

2 Messages

2 months ago

There is an issue specific to Apple MacOS Sonoma 14.1 (not sure about 14.2). To change the outgoing Mail Server password, it is not sufficient to click Mail > Settings, click Server Settings and then edit the outgoing mail server password on the page that pops up. To actually change it you must (from that same page) click the outgoing Account: pop-up menu, then choose "Edit SMTP Server List". This will pop up a window with the servers available to you and the accounts that are using them. You must modify the password for the comcast server there (smtp.comcast.net). It only took me 8 hours of frustration to figure this out.

1 Message

2 months ago

I finally resolved our issue with apple mail (on a computer) by using the full email address as the username in the outgoing mail server settings

1 Message

2 months ago

I have similar issues.  I can log into my Xfinity email through their web site (with difficulty), but it will not download into my iPhone account, nor can I send or receive emails.  It keeps saying the Comcast password is incorrect, but it is not. I’m did change the password when prompted by comcast, and entered that new password into my apple account settings.  No change.

Official Employee

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1.3K Messages

Welcome to our Community Forum, @user_lsq1dw! Let's work together until we figure out what's going on with your Email account. What troubleshooting steps have you tried so far? It sounds like your phone is using outdated cached data, which will need to be cleared before you can sign in using the new password. 

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

Visitor

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2 Messages

2 months ago

I am having the same problem.  I have been unable to send mail (smtp) for two weeks now.  I have spent/wasted 5 hours texting and talking with numerous people at Comcast to no avail.  I am using Postfix/sasl to authenticate.  This has worked flawlessly with Comcast for years until I was forced by Comcast to change my password.  I have updated my password in Postfix, but Postfix cannot authenticate to Comcast's server (smtp.comcast.net).  I get a 535 error (authentication rejected) every time.  The worst part, is that nobody at Comcast seems to understand the problem.  There MUST be someone at Comcast who understands this problem and how to fix it, but how do I find that person?!

Official Employee

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773 Messages

@user_929999​ Can you send me a DM with your UID and maybe the IP of your system?  I can try to look at more detailed logs.

6 Messages

2 months ago

Having the same issue. It looks like Xfinity doesn't care about resolving it either.

Official Employee

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773 Messages

@user_av7awk​ Have you updated your password in both the "Receiving" and "Sending" configurations for your client?

6 Messages

Yes, I have updated the password for both receiving and sending.

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