Visitor
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4 Messages
Changing the password of an email account not currently linked to a Comcast account
Hi -
I've seen other threads and reddit posts on this topic, but I can't get the help I need so trying here:
Like many others, I received a message when using the web email client that I needed to change my password. I have one email address that I created about 5 years ago when I moved back to an area that is serviced by Comcast, and that is not the problem. My wife and I have old Comcast email accounts that we've been using for over 15 years and these were 'orphaned' when we moved out of a Comcast service area. To be clear, these are not associated with a current Comcast service account.
We can't change the passwords on the old, orphaned accounts. We are not give alternate methods of authenticating when we try to change these passwords, and three calls with Support have resulted in frustration as the call center personnel don't seem to understand the problem no matter how I describe it. Three agents, each with a modest grasp of English, simply direct me to the password change page no matter how many times I try to describe the issue.
We can still use the orphans via clients but we can't change the passwords periodically, which is a security risk, and we can't use the web client.
We don't want to abandon the orphan accounts, as we've used them for a long time and with countless people and companies, and I need some help.
Thanks in advance,
Mike
Accepted Solution
XfinityJustinC
Official Employee
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893 Messages
9 months ago
Hello, @user_a442e7 thank you for taking the time out of your day to create a post, I know how important it is to be able to have access to your email and looking to have the password updated on your emails not associated with an active account.
Due to not having an active account associated with the old emails, our options are limited. From experience, I have seen our great Customer Security Assurance experts have been able to help with old email accounts. When working with that team, they also normally create an IH ticket for issues.
- When you were calling in to 1-800-XFINITY, did you happen to get to work the CSA team and have a ticket number (if you do have a ticket number, please don't provide the number in public)?
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