1 Message
Cannot reset password for primary identity
On my Xfinity account I have a Primary identity and a User identity. I can log into the User identity OK (I am using it to post here.) But when I try to log in to the Primary identity:
- it tells me to enter my username because I must reset my password
- when I enter my username it says "Connect to your home WiFi to reset your password You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
- I am connected to my home WiFi. And when I go to xfinity.com/password it tells me to enter my username
- when I enter my username it says "Connect to your home WiFi to reset your password You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
- I am in an infinite loop.
I cannot log in to my primary identity or reset its password. How do I resolve this? Thanks.
XfinityPaula
Official Employee
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1.3K Messages
3 days ago
Good morning @user_cs6lfa Thank you for reaching out on our Xfinity Forums and for sharing the experience that you are having. I'm sorry that you are stuck in the loop of trying to reset your password for the primary ID on the account. With being on your home network and the error continuing I will help dig into the issue and if needed get you to our security team.
I received your direct message, I will reply to you there.
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Again
Expert
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31.3K Messages
3 days ago
@XfinityPaula @user_cs6lfa
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