6 Messages
Need help resetting password
Can't reset email password. Message said to contact primary account holder but that is/was the primary account. Called support but they were no help just kept sending me to other departments/people. One person said they couldn't help me without the account number but I don't have it because I closed the account over 10 years ago, I only have the last 4 digits. Kinda funny since the first person i talked to gave me the account number but I didn't think to write it down, didn't think it would be an issue. I need access to that email for medical info. What do I do because I'm not calling support again
XfinityOrlandoM
Official Employee
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1.5K Messages
9 months ago
@user_361v5p
Thank you for reaching out to us, Could you please send us a direct message including your name, account holder name (if different), and the service address so we can get started. Myself or one of my awesome colleagues will respond as soon as possible.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
TPV Only: http://www.xfinity.com/eloa/English/tpv
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TPV + E911 Acceptance: http://www.xfinity.com/eloa/English/tpv_e911
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deliacm
Visitor
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1 Message
9 months ago
I am attempting to reset my husband's email password, as he was a secondary on our account where I was primary. I am logged into my account where the customer service rep told him I would be able to push a password reset for him, but that is no longer available to me as our account closed 7 years ago.
I should note that my husband has a secondary email already on his account, so I'm not certain why the reset can't be sent through that email. Unfortunately, it continues to prompt him for a mobile number that he does not have associated to the account. Please assist, my husband just upgraded his phone and it was his only means of accessing his email without the password reset. The email has important legal documents.
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