T

Visitor

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3 Messages

Saturday, May 24th, 2025 1:06 PM

Forced password reset every 3-4 days

For about 3 weeks now, like clockwork, every 3-4 days (usually around the same time) I get 2 emails from Xfinity ([Edited: "Personal Information"]). They come at the same time. One says "Please reset your Xfinity Password" and the other says "Your password is all set" (despite the fact that I've taken no action at that point). I've already confirmed the emails are legit and sent from Comcast. Even if I click nothing in the emails, if I go to my Xfinity App after getting those emails, I'm automatically logged out with a message "Your account has been suspended. Please try again later." If I try to sign on through the web, I'm forced to reset my password. I'll reset my password and then this cycle with repeat over and over every 3-4 days with no end in sight. 

I've called comcast close to 15 times now with no solution. I tried changing my email address and now the same problem is happening on the new email address as well. No one is trying to hack my account as I have 2 Factor set up and at no point have I received a random 2nd factor request (which would indicate someone was trying to get in). And when I look at recent logins, they're only me. I get told it'll be escalated and that I'll get a call, and that never happens. It's maddening to have to reset your password every 3-4 days indefinitely for no explainable reason.

I've have spent hours on the phone explaining this over and over again with no help. They've tried on their end "intentionally compromising my account" I guess to do some type of reset. But even after I choose a new password after that, the same problem with happen 3-4 days later. Even worse is I found this same type of problem on messages boards going back years where some people said they literally have to change their password multiple times a week for years straight due to no solution. I'm not willing to do that. 

Official Employee

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1.7K Messages

3 days ago

 

Hello @tennisace01 Your best bet is going to be to work with our Customer Security Assurance team. They are best equipped to work on a login or password concern like this. They can be reached at 1-888-565-4329, 8:00am - 12:00am Eastern Time, 7 days a week.

 

Visitor

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3 Messages

That is the team I have been calling...many times...and so far, no one can pinpoint the cause of constant reset let alone stop it. 

Official Employee

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1.3K Messages

@tennisace01 I appreciate the confirmation that you have previously worked with the CSA team, and sorry to hear there was no resolution. We do partner with team, and I'd like to reach out to see what is happening with the escalation. From experience, I know when working with that team, there should have been a ticket opened. Since I will need to gather some information we don't want in our public conversation to further assist, when you have time please send a direct message. 

To send a direct message: 

 

Click "Sign In" if necessary

 

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

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

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3 Messages

And what info do you want me to include in the message portion besides name and service address?

(edited)

Official Employee

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1.3K Messages

@tennisace01 if you have any related ticket numbers from the previous interactions that would be helpful as well to add, those would start with the letters IH. Please let me know if you have any additional questions. 

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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