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user_7zbhzi
1st Topic

4 Messages

Sunday, August 25th, 2024 8:11 PM

Closed

How do I get help to sign in, when I cannot sign in to get help?

I enter my Xfinity ID, which says I need to reset my password.
Reset Password says, Verify your mobile number (we"ll send a text) - which won't work as I don't have access to the phone; the "Verify another way" option, takes me to automation which refuses to connect me to an human agent without me logging in - well, if I could login I wouldn't need a human agent to help me login.

So now I guess you're in the same boat I am. How can you possibly help me when I refuse to provide you my contact information in a public forum.

Question

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Updated 

8 months ago

83

1

0

XfinityLinda

Official Employee

 • 

1.8K Messages

8 months ago

Thank you for connecting with us here in our community, @user_7zbhzi. Sorry to hear you are having trouble resetting your password. Have you cleared cache and cookies and attempted again via the "Verify another way" option? I have gone through this process myself. We know you don't want to share via Direct Message, so I may have to suggest you visit this link: https://www.xfinity.com/support/articles/changing-or-resetting-your-password to see if it helps. Another option is our chat team or calling into our customer service team. They could help with getting your phone number changed and adding an email option for verification as well. If you change your mind, we are happy to help. You can send us a Direct Message with your name and address.

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message.

(edited)

5

0

user_7zbhzi

4 Messages

Thank you for the reply. I cannot find the "Direct Message" icon on any of the pages.

8 months ago

0

user_7zbhzi

4 Messages

Kindly call me at the number you have on file.

8 months ago

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@user_7zbhzi You would have to log in with your Xfinity ID in order to send us a Direct Message, so that's not going to work since you don't have access. Did you attempt to log in via a computer, and cleared cache and cookies? This seems to work for most of our customers. Let us know after you have tried it. We are the Digital Care Team, and we assist here in our community. If you prefer to speak with someone over the phone,  you can reach out to our teammates in Customer Service at 1-800-266-2278.

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
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

8 months ago

0

Again

Expert

 • 

31.4K Messages

@user_7zbhzi​ 

To send a direct message:
 
Click "Sign In" if necessary
 
• Click the "Direct Message" icon in the upper right
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line not the Employee's name
• Type your message in the text area near the bottom of the window
• Press Enter to send it
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

8 months ago

0

user_7zbhzi

4 Messages

The accepted answer is to repeatedly give answers the automation system can't figure out. After a dozen or so failures it will give up and the call moves forward toward a human.

8 months ago

0

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