1 Message
Issue with Password Reset
Today i was met with a required password reset message when attempting to log into my secondary xfinity email account. When i reach the step to punch in my Xfinity ID, im greeted by a "Connect to your home WiFi to reset your password" message. The thing is, im currently on my homes wifi network... Guessing it has something to do with a recent change of the primary account holder to this residence. Back when this secondary email account was registered many years ago, my father was the primary account holder and bill payer. Just a few months ago, my father terminated his service, and my step mother then signed up and become primary account at this residence. I have no idea what the next step is... I'm not able to login at all, and its highly important I regain access to this email account as most of my accounts elsewhere are connected to it. The account has been accessed regularly via the webmail applet, so it shouldn't have been purged due to lack of use.
Currently making this post under my step-mothers account, and i still have access to my fathers primary account (Secondary accounts listed under that account are no longer listed. Displays:
"This account is no longer active. Users cannot be added." where they should be listed)
Added: Looking at the last emails received on my phone from the account before access was lost, it looks like it may have been hijacked as the second to last email is from xfinity and states "Your password recovery options are all set", which was not done by myself. Is there a support line i'm able to call to help recovery this address? Or atleast get this secondary account transferred over from my fathers account, to my step-mothers accounts to be able to complete the password reset steps without receiving the 'connect to home wifi' error message?
XfinityEricB
Official Employee
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1.7K Messages
28 days ago
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