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user_ksxjva
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Wednesday, March 5th, 2025 6:49 PM

Reset Password for Primary Account Holder

I am trying to reset my password for the primary account holder but when I try I get the message "connect to your home wifi to reset"   - am using my home wifi but Xfinity doesn't seem to recognize this.  I've exhausted going around in loops with the Virtual Assistant and can't get hold of a human agent to address this problem.

Lynn Dowse

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Updated 

2 months ago

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EG

Expert

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110.3K Messages

2 months ago

The concern is not "Community Knowledge Base" related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityRoberto

Official Employee

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1.7K Messages

2 months ago

Hi there @user_ksxjva. Thank you so much for reaching out to us today regarding you troubles with resetting your primary Xfinity username ID. You are in the right place and we are happy to assist you today. Now do you have a VPN by any chance on the device you are using to connect to the home Wi-Fi?

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Anon1460809

New Poster

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2 Messages

No.  I’m not using a VPN.   It’s a Mac that is WiFi connected to a router and cable modem.  Works fine with everything else.    The Virtual Assistant is useless to help - I’ve been going around in circles and there seems to be no way to chat/speak to a real agent.  My primary account is about to expire as it’s designated as inactive but I can’t login to change that. 

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2 months ago

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XfinityOrlandoM

Official Employee

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2K Messages

@Anon1460809

 

Thanks for clarifying,  have you also make sure your device is not connecting to the Xfinity hotspot "xfinitywifi" network.

 

I have a MacBook Pro as well and the other day I couldn't connect to the Internet but what I needed to do was upgrade the software on my device,

 

have you also tried going into your settings on your MacBook and do a software upgrade.

 

Also have you tried connecting to your account via any other device such as a mobile device or another laptop or PC?

 

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2 months ago

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