U

Visitor

 • 

2 Messages

Fri, Jan 21, 2022 7:18 PM

Closed

Email password repeatedly needs to be reset due to "recent security review"

Hello,

My dad has an Xfinity account and within the account are two comcast.net email user accounts.  One is for him and one is for my mom.  My dad never has any issues with his email account at all, but my mom has received the same password-reset email 4 times within the last couple of months.  At that point, she is locked out of her email on all devices and the only way to reset it is by going into the Xfinity account > users > reset password.  

The message says, "In a recent security review, we detected a potential issue with your Xfinity profile. As a precaution, you'll need to reset your password."

Her password is always strong, the message is definitely coming from Xfinity and not a phishing email, and again, this doesn't happen to my dad's account.  

My mom is 75 and gets so frustrated each time this happens.  She has to change the password (or I do it for her) and then re-login on her computer, phone and two tablets.  It's a pain in the rear for sure!  

Why might this be happening, especially if she is using strong passwords?  

Thank you!

Accepted Solution

XfinityDaryl

Official Employee

 • 

466 Messages

4 m ago

@user_a8fba7

 

I am so sorry your mother is going through this. That would be frustrating. I am going to refer you to talk to one of our specialist from our Customer Security Assurance team. Our Customer Security Assurance handles all of our customer's internet security. They can find out why this happening and help get a resolution to it. To reach our Customer Security Assurance, please call 800-934-6489 and ask for our Customer Security Assurance team. They are open from 8:00am to 12:00 am. Thank you for sharing this experience in our Forums. 

Visitor

 • 

2 Messages

@XfinityDaryl

Thank you so much!  I was trying to find a number and couldn't find one, so thank you tons!  I'll call them now! :) 

XfinityDaryl

Official Employee

 • 

466 Messages

@user_a8fba7

 

You are welcome. Would love to hear back from you after getting help from our CSA team (Customer Security Assurance). I want to make sure this gets taken care of. I want your mother to have an easy and enjoyable experience accessing her email account.  

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

Visitor

 • 

1 Message

4 m ago

Sometimes   I mistyped  my user ID and I that the  system  already save it. I tried to delete  but I Cannot

How do I delete  the wrong username and email address?.

XfinityAmira

Official Employee

 • 

2.8K Messages

Hello and thanks for taking the time to bring this concern to our Xfinity Forums page. We're so thankful to have you as a customer and we would be more than happy to assist you with your username concern. I know you stated you tried to delete the username that you mistyped, just to confirm, did you do so by following the instructions included in this link https://comca.st/3GQEt66? If so, what happens when you try to delete it, did you get an error message? 

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

Visitor

 • 

1 Message

4 m ago

This is an ongoing issue that has happened to me several times and keeps happening. I have 2 Xfinity email accounts, personal and work. No issues with my personal email, as this is my primary. But, now every few days I get a "security review" warning that I need to rest my password. The email will not work through my Xfinity email or my Outlook. This is getting exhausting and frustrating to reset my password all the time. I use this account for work and when it stops working, I cannot do my job. I have seen similar complaint threads going back over a year. Can someone please explain why Xfinity continues to ignore an obvious issue? It is ridiculous to have to continuously reset the password just so I can use my account.  

Official Employee

 • 

481 Messages

I am truly sorry that you are having to deal with this! I know it's frustrating, but the team that we mentioned above, the Customer Security Assurance team would be amazing at helping you get this figured out. You can reach them at 800-Xfinity and they are going to be open from 8:00 am to 12:00 am seven days a week. I can promise you they can make sure you don't have to reset your password for a long time. 

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
forum icon

New to the Community?

Start Here