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Visitor

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5 Messages

Thu, Jul 8, 2021 10:29 PM

Unable to Retrieve Email in Secondary Account[s]

Yesterday Xfinity killed two out of three of my secondary email addresses. I spent over an hour on the phone with support and they gave up and said they will get back to me in a few days.  My Inboxes for those two inboxes, the only ones I frequently use and need, are empty and I get an error message that says:

Error

Unable to get email for a secondary account. Please update the secondary account credentials in settings >> Accounts.
If I log into the Xfinity home page there is no "settings", that is also not on the email page or any drop down or hamburger Icon. [Edited: "Language"]
This post was created from this reply on different post

Responses

Again

Expert

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26.4K Messages

2 m ago

@user_aaa08a Can you explain "Xfinity killed two out of three of my secondary email addresses."?  Are you able to access the email accounts when logging in? and then seeing there aren't any emails in the Inboxes?  If you're able to log in to the email, Xfinity didn't "kill" the addresses; they just don't have any emails in the Inbox.  You've looked in the Trash and in the Recover folder as well?

  • Are you sure a device hasn't been set up to download emails from those two accounts?
  • Have you checked the settings in email [gear icon--->Email Settings--->Mail] to see if emails are being forwarded to an unknown email address?
  • Are you logging in to My Account?
  • Have you talked with Customer Security Assurance?  888-565-4329

Official Employee

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220 Messages

2 m ago

Hi @user_aaa08a , this appears to be a frustrating experience. I am really sorry to hear this has been ongoing and you have been unable to find a resolution. I understand you have tried several troubleshooting steps. Have you had a chance to go through the steps our expert @Again has recommended? I may need to take a closer look at your account and these emails. This will require some personal information to investigate. 


Can you send our team a private message? To send a private message please click the chat icon in the upper right corner. Send a message with your full name, account holder name (if different), and street address to our shared handle “Xfinity Support” We look forward to hearing from you! 

Visitor

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5 Messages

2 m ago

I got a phone number, with great difficulty, that gave me tier 2 support and I got someone that knew what they were doing. It was as easy as resetting the password for each broken email account by logging in with that email address.  The hours on the phone with Xfinity would have been avoided if the web page error message had said that was what needed to be done rather than saying click "settings" which could not be done as "settings" doesn't exist.

Now I have a problem with a new Netgear Orbi router.  In less than a week I have lost my Internet five times requiring a router re-boot to fix. The Orbi gateway reports a good connection  to cable when there is no Internet access.  The other new issue is when I first got the new Orbi the speed was > 950 Mbps, then it went down to 800 and todays reset comes back at 650 Mbps. I am paying for 800. I guess I will call both Xfinity and Netgear.  

XfinityAmira

Official Employee

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2.4K Messages

@user_aaa08a, I am happy to hear you were able to get with tier 2 support and resolve the issues you were running into with getting an email for the secondary account. I do apologize for the difficulties and hours you spent with us trying to get that corrected, this is definitely not the kind of experience we strive fr our customers to receive. Although I am relieved to know the email issue has been resolved, it’s upsetting to hear you’re now running into issues with your internet connection and speeds. My team would be more than happy to further troubleshoot these issues on our end. If you could please send us a Private Chat Message to better assist, that would be great.

 


To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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Visitor

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1 Message

2 m ago

Error

Unable to get email for one of my secondary account. Please update the secondary account credentials in settings >> Accounts.

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