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Visitor

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4 Messages

Friday, October 25th, 2024 4:18 PM

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!

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

Visitor

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4 Messages

Yes, of course.  As I stated in my original post, when I did so, the message I received was to call.  This is the full text:

Need help resetting your password?

You can reset your password by connecting to your home WiFi network, visiting xfinity.com/password, and selecting "Verify another way". If you still need help, give us a call at 1-800-XFINITY.

To attempt this, I am using a laptop, which is connected to my home WiFi network.  At xfinity.com/password, there is no "verify another way" option.  When I called the 1-800 number, and asked to speak to an agent in excess of 4 times, the best I could get was to text with someone, who then spent so long not responding, that the session expired.  So if I can't chat with someone, and can't call, and can't actually do this online, what is a customer to do?  To be clear, this is a password reset that was apparently initiated by xfinity.  Outlook stopped connecting, and when I went to log in to see the issue, it said I had to reset it.  

Official Employee

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1.3K Messages

Thank you, @user_488c5a I understand exactly where you are coming from with the trouble you are having trying to reset your password. Do you currently have a phone number added to your account to verify another way? If not, I do apologize you would need to contact our customer service to get that added to your account.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

Yes, there is a phone number associated with my account.  However, I am not given the option to verify.  As I stated, I am told to call customer service, and as I have also stated, I have been attempting to call customer service.  When I do, it won't let me speak to anyone.  It only offers to send me a text to chat.  So I did that, and they terminated the chat without helping.  So that is why I am utilizing this forum - to find out how to actually get in touch with customer service.  It is frustrating that I keep being told to call customer service, but customer service wants me to use these resources.  How do I actually talk to someone in customer service to resolve this?

Official Employee

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1.3K Messages

Thank you, @user_488c5a I'm sorry that you have not been able to get in contact with our customer service team, the number you are calling is correct which you would need to speak with and if needed that representative would need to transfer you to our Customer Security Assurance team.-Richard

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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4 Messages

With all due respect, I am not sure how you expect me to speak with a representative?  Its an automated system.  I asked for a representative 4 times, and it would not transfer me, and only offered me the option to chat.  This forum is absolutely filled with comments from customers discussing the absolute refusal to allow customers to speak with a representative, so its clear that it is a known problem.  Once I have called the number, what precisely do I do to speak to the representative as you suggest?

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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