Sansby's profile

Frequent Visitor

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9 Messages

Sun, Jul 19, 2020 12:00 AM

Need my original Username and email returned

Yesterday during a chat session, a stupid agent changed my username (without my permission) and now my email address has changed. I'm unable to change it back to what it was (which is my last name). This is a huge problem. I need my original Username (and assigned Xfinity ID) returned, as I can't access that email account or receive new emails coming in. The "system" doesn't allow me to change this on my own. Can someone fix this, given I didn't make this change? Losing my email address is a BIG problem. I have it registered everywhere. **I am disabled, and I rely on that email address to communicate with my medical team. This is a nightmare for me, and I'm beyond upset.**

Responses

Accepted Solution

Official Employee

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839 Messages

10 m ago

We determined the issue to be with the way the usernames and permissions were modified and restored all the emails which can all be accessed from the primary's xfinity connect account.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

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839 Messages

10 m ago

I’m sorry one of our agents did this, we’ll make it right and get your username restored.

I’ll PM you.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

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9 Messages

10 m ago

Is someone working on fixing this? I've called the CSA department but they've transferred me around 3x already and @jonathan is the only one sending me private messages saying he'll help fix this. I hit "reply" but don't know if this is reaching him.

Visitor

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1 Message

1 m ago

I can relate.  I have been searching the last few hours for notifications to make a change and suddenly when i went back in my username was messed up.  Now I can't log in .  Want it fixed ASAP.  I  hate how hard it is to get help.

Official Employee

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350 Messages

@user_50f405 Thanks for taking the time to reach out to us regarding your username issues. I am so sorry to hear that this happened when you were online looking for promotional offers and are now having an issue accessing your account. I rely on my username to access all of our apps and features so I can certainly understand how frustrating this is for you. Can you please reach out through private message with your first and last name, name on the account if different and service address?

(The chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate a chat conversation.)
Click the Private Message icon
Click the New Message icon
This will give you an empty "To:" line. Type in "Xfinity Support" and then FINALLY select it from the list. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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