Visitor
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4 Messages
Unable to reset login password, "Something unexpected happened" message repeatedly.
After receiving notices from legit web monitoring services in the past week that my Xfinity email login pw may have been compromised, I've been trying to reset that password. But every time I do, regardless of browser, laptop, phone, etc., I eventually get the message "Something unexpected happened". I no longer have an active Xfinity account but continue to use their email. With no active account, I can't get the chatbot to do anything other than send me reset links that take me back to "Something unexpected happened." No access to a live agent at all. Unbelievably frustrating. Tried calling the number for business accounts to see if they could connect me to someone, but without an active business account they will not give me access to humans either. This issue does not appear related to attempts to move me to Yahoo mail (which I've resisted so far).
Can anyone offer an explanation or assistance? I'm going crazy.
XfinityJustinC
Official Employee
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2.4K Messages
5 hours ago
Hello, @user_kco4xy thank you for reaching out over Xfinity Forums. I completely understand where you're coming from with needing to get the email password reset after receiving the compromised messaging. When accounts are no longer active, our options are very limited with email support and wouldn't be able to assist with a password reset.
I do want to ensure you're able to work with the team that can assist with getting the support you need. You'll want to work with our Customer Security Assurance team, they have been helpful assisting customers with similar issues and want to ensure you're able to get in contact with this team. The easiest way to get in touch with them is to use the "Postmaster" tab on this website: https://spa.xfinity.com/help/network-abuse
Please follow up at your convenience once you're able to get a request opened with them, I'd be happy to follow along on my end through the resolution process.
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EG
Expert
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118.6K Messages
3 hours ago
Concern moved here to the E-mail help section.
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