New Poster
•
2 Messages
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.
XfinityRaf
Official Employee
•
912 Messages
22 days 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
0
0