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user_AnotherUser
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6 Messages

Wednesday, December 13th, 2023

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prompts for cell phone verification

This started sometime within the last month or so. (It's Dec 2023 now.) We have multiple emails in our Xfinity account. It is now prompting us, every time we log in to any of them (except for the primary email, to Add your mobile phone number to associate to the email address. The problem is this: the cell phone number must be unique, but we only have ONE cell phone, which we've already associated with the primary email address in our account.

We have no choice but to click on the Ask Me Later button for the non-primary email addresses... and then it follows up with SECOND screen, Secure Your Account, which shows the existing recovery email address (which has to be a non-Xfinity email)...and a place to add a cell phone number, again. Even when I click on the Looks Good button instead of the Ask Me Later, it still does the same two prompts every time we log in.

It doesn't make sense to me that Xfinity asks for a unique cell phone number for each account, when like in our case, we only have one. It's not like we're going to go out and get another cell phone just for this (LOL). But I worry that eventually, it will be a requirement. Can anyone comment on this? Thanks in advance!

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1 year ago

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XfinityAldrik

Official Employee

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2.2K Messages

2 years ago

Thank you for reaching out to us @user_AnotherUser! Adding different users to the account is intended for inviting other members in the household to have access to your subscriptions on the account. The unique phone number and personal email are two-step verification methods used to help those other users recover their password to the username if it needs to be reset. For more information on the permissions of each user role we have this really handy article.

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user_AnotherUser

Visitor

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6 Messages

@XfinityAldrik​ thank you for your post. But here's the thing. When we set up our emails years ago, some of the emails are secondary emails for ourselves, not for someone else in the household who may have their own cell phone. For example, having one that's more for personal use and another one for professional use. It was never stated to us the consumer that having multiple emails was "intended for inviting other members in the household to have access to your subscriptions on the account."

Also, not everyone has a cell phone. How does Xfinity account for those two situations?

(edited)

2 years ago

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XfinityBillie

Official Employee

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3.6K Messages

@user_AnotherUser I understand where you are coming from. The two-step verification process is a security enhancement to keep your account secure. There is the option of getting a virtual number and using a tablet to use that for the two-step verification. I hope this information helps.

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

2 years ago

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user_AnotherUser

Visitor

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6 Messages

Thank you. I just discovered something. I'll get these prompts when I log in directly to my email using https://connect.xfinity.com/. (This is how my shortcut was set up a long time ago.) But if I log in via https://login.xfinity.com/login, I don't get those prompts!

I appreciate the suggestion of getting a virtual number. Since I'm not familiar with the process, I'll probably have to spend a lot of time researching this, which I would rather not do. Still, it is a possible solution. Thanks again.

2 years ago

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XfinityAldrik

Official Employee

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2.2K Messages

You’re welcome! Thanks again for reaching out to us! Have a great night @user_AnotherUser!

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

2 years ago

0

MJ4444

1 Message

Xfinity’s responses are not helpful at all. I too have multiple email addresses (3) and am stuck in an endless loop of Xfinity trying to force me to add different cell numbers and non-Xfinity email addresses to verify them. Xfinity needs to FIX this as its users are going to be even more likely to get hacked in the future with there lackluster annoying security setup. I truly feel like Xfinity is trying to force users to cancel their Xfinity email and phone lines as they no longer find them profitable enough. 

2 years ago

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user_cee7qm

5 Messages

1 year ago

Excellent point!  I do not use a cell phone for business, and Xfinity is constantly bugging me to add a cellphone number.  They have my name, my email, my address, and my landline number.  No one will force me to use a cell phone--most particularly Xfinity.

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