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user_zfoi3i
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2 Messages

Wednesday, September 18th, 2024 8:45 PM

Cant reset email password

I’m trying to get into an old Comcast email inbox and it wants me to reset my password.

To reset my password it wants me to be on my home wifi network, but I don't live wherever I made the account anymore.

How can I reset the password without whatever it thinks is my home wifi? I have my old password it just wont let me in with it.

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3 months ago

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XfinityAntoine

Official Employee

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1.4K Messages

3 months ago

Thanks for reaching out, user_zfoi3i! What's the exact error you're getting? Also do you still have Xfinity services?

 

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user_zfoi3i

2 Messages

I have Xfiniti services through a different username. This was an old Comcast email address unrelated to any other service.


I’m not getting an error message. When I enter my username, it says:

Reset your Xfinity password

As part of our commitment to you, Comcast routinely reviews and monitors account security. Please update your password to help protect you and your account.

Then when I click Reset password it says:

Connect to your home WiFi to reset your password

You'll need to connect to your home WiFi, then navigate to finity.com/password to complete a password reset.

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3 months ago

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XfinityPaula

Official Employee

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1.2K Messages

user_zfoi3i I was stuck in this same loop a few months back and the email address I was accessing was an active address on my account while I was on my home network. Frustrating, I know! But there is a team that can help. I wish we could directly, but for security and account safety you have to contact our Customer Security Assurance (CSA) team by phone. Since resetting on my password while on my home network failed (kinda the same position you are in) they were able to validate me as the account holder and reset the password. From there I set up two-factor authentication as well and no issues since. Based on my experience and the feedback I have received from my customers, I'm confident this will help for you as well! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

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