Visitor
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4 Messages
Unable to reset password; strange email address on account
My email password stopped working. When I tried to login with that email, I was told to reset it. When I tried to reset it, I was told I had to call. When I called, they wouldn't actually let me speak to anyone, and kept telling me to try all the things I had obviously tried before calling. I was finally offered the option to text with someone. I explained my issue by text, they acknowledged receipt and asked a question. I provided more information. After 12 minutes with no response, I texted for an update and was told the session had expired. Should I go into an xfinity location? I am really at a loss here. There is also a strange email associated with my account that is similar (but not exactly) like an actual email address I have, which I need removed. And the email address for which I need to reset my password doesn't appear at all. These are all obviously issues that go beyond the canned AI responses, but I am hitting all sorts of barriers. Advice requested. Thank you!
XfinityRichard
Official Employee
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1.3K Messages
19 days ago
Hi there, @user_488c5a Oh no, I'm very sorry for the trouble you are having trying to reset your password, I definitely know how frustrating it is to be experiencing this issue. We'll get you taken care of, unfortunately, we cannot update your password on this forum but have you tried going to xfinity.com/password which you would need to be connected to your home network.-Richard
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perchance
Visitor
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2 Messages
19 days ago
I have the same problem except I cannot authenticate to Xfinity using Chrome, I get a bad header message. I logged in via Edge to pay my bill. However, I've got a challenge request to enter a OTP provided by Xfinity and sent to either my back-up e-mail or phone. I opted for text message and have been stuck in a loop for over 10 minutes.
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