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user_mrm621
1st Topic

3 Messages

Thursday, May 23rd, 2024 2:36 PM

Secondary email account deleted yesterday>

We were Comcast customers years ago.  We have had two comcast.net email addresses active since then.  Yesterday the secondary email stopped working on my phone and is no longer visible in the Xfinity email online.  

I have read through multiple FAQs and how tos.  I cannot add the email back.  

How do I get this recovered?

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4 days ago

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Accepted Solution

XfinityGabriel

Official Employee

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1.5K Messages

1 month ago

 

user_mrm621, Hi there! Thanks for taking the time to visit XFINITY over our forums page for help with that secondary email. As someone who relys on my emails for my job and business, I understand the incovnenience that this can cause. I am sorry to learn that it stopped working. We can help. Before noticing the email issue, do know if the email was successfull accessed within the past 9 months? The reason why I ask is if it wasn't, the email address would not be recoverable. 

 

(edited)

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user_mrm621

3 Messages

@XfinityGabriel​ yes we have been using it consistently for years.  For some reason it just stopped yesterday

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1 month ago

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XfinityGabriel

Official Employee

 • 

1.5K Messages

 

user_mrm621, Thanks for confirming this. I would like to research this further by pulling up the account to see what's going on. To get started, please send us a direct message with the effected email, your full service address, and your first/last name. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

 

(edited)

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

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1 month ago

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user_cwf0st

1 Message

I am having same issue originally we had primary and 4 secondary emails.   we now are down to 3, our primary and 2 secondary emails that are used regulary.   In the past 2 weeks we have had issues logging in and had to reset the primary password.   Since then I no longer have disability to the secondary emails and the secondary emails have stopped working.   My daughter was able to reset her password and it is now working my son tried resetting but when he entered his phone number it said the primary user needed to log in but when I log in there are no secondary emails

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5 days ago

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Again

Expert

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30.5K Messages

@user_cwf0st​ 

Are you a former or current Comcast customer?  How are you accessing your emails? through the website or through a 3rd party app like Outlook or Thunderbird?

If you hadn't logged in to the website in the last 9 months to get your email and the secondary accounts aren't showing, it's a possibility they can't be recovered.  You can call Customer Security Assurance to see if they can recover them, but there is no guarantee that they will be able to do so.

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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4 days ago

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XfinityGabriel

Official Employee

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1.5K Messages

1 month ago

 

user_mrm621, Ah okay. We appreciate you for your loyalty. Are you using a third pary email client or accessing the email directly from our webportal?

 

(edited)

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user_mrm621

3 Messages

we were using both but we cannot even access it on your webportal.

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1 month ago

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