Forced to reset password, not receiving text to do so

Hello @user_gbacy1 Thanks for reaching out to us. When codes are sent they are delivered to whatever is set up on your account as the default contact methods. We will want to make sure that those are set up to the number and email you prefer. Please send us a direct message with your full name and service address, and we will look at the account. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it.