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user_cs6lfa
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Tuesday, March 11th, 2025

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.

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Updated 

3 months ago

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XfinityPaula

Official Employee

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1.6K Messages

6 months 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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Expert

 • 

32.3K Messages

6 months ago

@XfinityPaula @user_cs6lfa 

Direct messaging isn't allowed until an official employee asks you to do so; it's against the Forum Guidelines and the Acceptable Use Policy to send anyone an unrequested DM/PM.  Also note, if you do send one without being asked to do so, it could possibly be ignored.
 
Please post your issue in public in the proper forum so that it can be addressed either by other customers or by an Official Employee. 

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user_rajvmg

Visitor

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2 Messages

3 months ago

I keep on trying to reset my primary user password then told to call 1 800 934 6489, never get through.

I need help, please.

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XfinityAlyssaA

Official Employee

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2.2K Messages

Good afternoon @user_rajvmg, and thank you for reaching out on our Community Forums, we appreciate it. To confirm, are you trying to reset your password through https://www.xfinity.com/support/articles/changing-or-resetting-your-password? Have you tried clearing cache and cookies? 

 

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

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3 months ago

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user_rajvmg

Visitor

 • 

2 Messages

I am able reset manager password just fine, which I just did.

But I am unable to reset primary user password. I tried many tries.

I am always directed to call xfinity ( they never answer, line stays open for over 30 minutes with nobody there but silence.

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3 months ago

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XfinityAlyssaA

Official Employee

 • 

2.2K Messages

Gotcha, thank you for confirming that information, we appreciate it. I would recommend reaching out to our amazing Customer Security Assurance (CSA) team. They can be contacted directly at 1-888-565-4329 and their hours of operation are 8:00am - 12:00am EST, 7 days a week.

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

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3 months ago

0

user_y91u1a

Visitor

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1 Message

Thank you for all your help, all fixed much better.

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3 months ago

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XfinityDilary

Official Employee

 • 

2.5K Messages

 

user_y91u1a I'm glad to hear the issue has been resolved on your end. If you need anything else, don't hesitate to create a new public post. 

 

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

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3 months ago

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