Thanks for posting on our community forums, @jiminnm. I'm sorry to hear about your recent experience while trying to reset the Xfinity ID password. We'd like to help troubleshoot and get to the bottom of this. Just to confirm, is she connected to the home Wi-Fi network while going through this process? Are these the steps you are taking to complete this process? Reset your Xfinity Password

As I mentioned in my post, that process does not work.  Her tablet is on our wifi network (our own modem and router).  That password screen does not show the security check box, only the statements I copied above.  Same is true using a wired computer.

Thanks for that information, @jiminnm. Have you tried clearing out the cache and cookies? Or using a different browser to complete the process? How about a private or incognito page? 

I'll be interested in this answer as well.  My elderly mother is having the exact same issue.  We've used different browsers and cleared caches etc...even tried a different computer. 

I noticed in another post that someone had called Security Assistance at 888-565-4329.  I tried that.  After being on hold for 40 minutes before a live person answered.  She was able to walk me through the process and provided a security code that I had to enter when attempting to change the password.  It all worked and all appears OK again.

Hello, @user_7efnzb. I am happy to help get to the bottom of this and apologize that the steps have not been working for you. Your home internet connection is what is required. It can be on ethernet or on WiFi. My PC is wired and I was able to reset the password a couple of weeks ago. Due to this issue are you not able to reset the password for the Primary user or is this for a secondary user such as a Viewer? 

It is a very long story. My parents were in their home with a Comcast/Xfinity account. (I take care of their needs as they are almost 95 and 96.) When they moved into assisted living in 2021, I told Xfinity that we needed to transfer the account to their assisted living facility, AND that the facility already provides basic cable and phone service. I told Xfinity that all they needed now was the DVR box/service. In trying to transfer, Xfinity started a new account at their assisted living facility, something I did NOT request. Because of that, my mom's email with the original account could not be switched to the new Xfinity-generated account. In order to keep my mom's email address that she has had for more than twenty years, Xfinity said we had to keep the old account, which has NO bill. I was told there was NO way to transfer her current email to the new account. Now, out of the blue, she was sent a required password reset. Because of the hot mess that XFINITY created, I cannot access the account in such a way as to change the password. Apparently she is not registered as the account person with the power to change the password. AS USUAL, there is NO way to talk to a live person or even CHAT to a live person. Xfinity has, BY FAR, the absolute worst customer service of any company or organization I have ever dealt with in my life. Fortunately, because a customer of yours, certainly not Xfinity, posted another number to call to get this Xfinity-caused problem. Hey, guess what, even THAT number puts you on hold for "more that forty minutes" per the automated response. This is NOT my responsibility, it is all Xfinity's responsibility to deal with this. I have LITERALLY spent HOURS and HOURS on trying to fix this for my mom. You people are f****, fix your f****** problem!!!

No worries @user_7efnzb!  We are going to help to get things taken care of for you.  I take care of my grandmom and I fully understand how overwhelming handling their business can be at times.  No worries!  We are going to get things ironed out for you.  Please feel free to shoot us a private message so that we can get started.  

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

@user_slv35y The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them calling CSA directly at Toll-Free Number: 1-888-565-4329.

They're not doing nothing after being on the phone for hrs over the course of 3 days they're clueless and i give up. As i thought y'all had a security breach and the reps and automated system lied saying it was cause of the holiday. It's a bunch of [Edited: "Language"] and my information was removed from my account. Only one person was able to find the account number it's [Edited: "Language"].

@user_slv35y Could you please send our team a direct message with your full name and full address? To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Update:

Comcast can't attach the email address they forced me reset because their records don't show the service addresses I KNOW I had this email at.

I'm escalating this to Comcast corporate, then far and wide to the world.  Comcrap, give a response in the next 24 hours and I'll think about

letting this become just MY bad memory.  Up to you!

@user_8xfpg6 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.