5 Messages
Account Management: Can’t access any secondary or viewer accounts
Just switched to Comcast Business a year or two ago and had to drop residential. I’ve had no problems with accessing existing Comcast.net email accounts (all used frequently) until a few days ago. One of the secondary accounts is now being prompted for credentials. Logging onto the Xfinity portal I can see the accounts their just when I click on any one of them it briefly displays that account info (flashes on the screen for a second) then loops back to the primary account. Doesn’t matter which secondary or viewer account I select it’s the same for all. Have also tried going to the reset password site but that only ends with contact Xfinity support.
XfinityGabriel
Official Employee
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2K Messages
1 year ago
Hi, @user_0cc164! Thanks for taking the time out of your day to contact Comcast over our forums page for help with accessing your secondary ID. I actually had a similar issue where I had to update my password. However, it did not end with contacting support. I am sorry to learn about this experience. We can help. To get started with researching this further, please send us a direct message with your first/last name, full address, and the XFINITY ID in question? You can start by by clicking the "message" icon in the upper right page of the forum page. Once you click on that, input our shared handle Comcast Business to send us a private message.
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user_0cc164
5 Messages
1 year ago
Would it be poss for you to send me a message with that shared handle? Given the sensitivity of what I'm sending I'd like to make sure it got to the intended recipient if you know what I mean.
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XfinityGabriel
Official Employee
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2K Messages
1 year ago
I would not be able to send you the initial direct message, unfortunately. @user_0cc164 I definitely understand the security concern. Direct messaging is a type of secure messaging generally recognized as an effective secure encrypted communication mechanism for use in the point-to-point exchange of sensitive data. Direct messaging functions like regular email with additional security measures and ensures that messages are only accessible to the intended recipient. In order to proceed, please send us a direct message by clicking the "message" icon in the upper right page of our forum page. Once you click on that, input our shared handle (Comcast Business) to send us a private message. Here are also the steps below.
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trfield
Visitor
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1 Message
1 year ago
Did this issue ever get resolved? (Asking because our family is dealing with the exact same issue - we've effectively been locked out of one of our secondary email accounts for about a week and a half, and so far customer services has tried twice to fix the issue without success).
At the moment, the issue is being escalated/sent to another department, who will hopefully be able to get to the bottom of this. (It seems like trying to view secondary user details fails before the page can fully load, and just redirects back to the primary Account and Identity page.)
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