Dreed1000's profile

New Poster

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2 Messages

Wednesday, April 30th, 2025 6:29 PM

primary password change

Cannot reset password for primary identity

On my Xfinity account I have a Primary identity and a User identity.  I can log into the User identity OK (I am using it to post here.)  But when I try to log in to the Primary identity:

  • it tells me to enter my username because I must reset my password
  • when I enter my username it says "Connect to your home WiFi to reset your password You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
  • I am connected to my home WiFi.  And when I go to xfinity.com/password it tells me to enter my username
  • when I enter my username it says "Connect to your home WiFi to reset your password You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
  • I am in an infinite loop.

I cannot log in to my primary identity or reset its password.  How do I resolve this?  Thanks.

Official Employee

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877 Messages

1 day ago

Good morning @Dreed1000. Thanks for reporting your password reset issue. If you could send our team a direct message with your full name and full address, we can see what options are available to assist you. 
 

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
 

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