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user_45qlnu
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5 Messages

Saturday, December 9th, 2023 12:05 AM

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secondary user's email needs to be recovered - can anyone advise how to handle this when I call in (have been on two chats for hours)

If anyone could help me, it would be greatly appreciated. I am locked out of my comcast email account (have had for many years as a secondary user). I somehow never set up a phone/alt email, so every time I try to reset the password it tells me have the primary user reset it. However, my email is not listed under the primary user's account. (I am not sure if this due to me maybe last summer setting up another account when we were moving just to see what deals were offered?) Long story short - was on two chats today for hours and neither person was able to get the password reset for me. There are issues with both of using each of our phone numbers that I think made things more complicated. Anyway, I need to link the comcast email so my information is saved. After the second agent was not able to reset it for me, I was told to call the security line. Basically was told my email address needs to be recovered and that my spouse (primary user) needs to call in and tell them my email needs to be recovered. I am assuming this will add the email back to his account and let him reset the password for me? I am very concerned about losing years of info (photos, contacts, important medical info) - I know I should have backed up anything I care about, but I got complacent after no issues for years. Does anyone know if there's a good chance when he calls in as the primary user they will be able to recovery my email? Wanted to add when I logged in today, for the first time it told me I was required to reset my password (and was not able to besides have the primary doing it). Thanks for any info.

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Updated 

1 year ago

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XfinityRay

Official Employee

 • 

2.4K Messages

1 year ago

Good afternoon and happy Friday, @user_45qlnu! Thanks for reaching out about your email box and the password reset. The Customer Security Assurance department will be able to recover the email box, help with linking your email box to the current account, and also with the password reset. 

The recovery options set up for your email box (cell phone number and/or 3rd party email address) will be the way to reset the password once they get the process going. From my experience, we typically keep emails on our server for 30 days, so we should be able to get your emails back in your box. 

Did you already try to link the previous account to the current one from your end but get stopped due to the password? These are the instructions to Link, Unlink, and Switch Between Multiple Xfinity Accounts, https://www.xfinity.com/support/articles/switching-between-multiple-accounts.

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user_45qlnu

5 Messages

Thank you for the reply - when I was on the first chat, a link was sent via text to add the email account (to the primary user's account) but when I clicked on the link, it said to "link" my email account to the new account being set up, I would need to be sent a verification code to that email (the email for which I do not have access to a password reset). I definitely want to link the email I was using, so I had to stop there. Thanks again - am trying to clarify what he needs to say when he calls in, just give them his information, then say my email needs to be "recovered" and the password reset (that for some reason it is not showing as a secondary email under his account). Appreciate all the help truly.

1 year ago

0

XfinityRay

Official Employee

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2.4K Messages

That's nice of you to think of how he lets the agent know all of this. We are all aware of the password reset notices that went out recently, @user_45qlnu, so the agent should be on the same page pretty quickly. Let them know that the password reset for the account failed and that you want the User ID/email address moved to the new/current account.

When do you two plan on reaching out to that team? I am glad to follow up with you here and ensure everything is getting resolved. 

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

1 year ago

0

user_45qlnu

5 Messages

Thanks - he is trying to call now (says wait time 40 minutes), I am hoping they can sort it out. Thanks again

1 year ago

0

XfinityBenny

Official Employee

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717 Messages

@user_45qlnu  You're welcome, anytime and indeed. Have them try that now. If for any reason it is not working, you may need to have them transfer you to the Comcast Security Assurance team. They'll have a special security code sent for you to confirm, in order to update the password successfully :). 

(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

1 year ago

0

user_45qlnu

5 Messages

We talked with a rep who said she had to send the password reset to a level 2 request.  Looks like the email was associated with our old address/account and was not updated when we moved. She told my husband to keep his phone on and that a rep would call him yesterday or today to follow-up. However, it's now 3PM and no call yet. Is this a concern or could it take more than two days? Really need to access this email (have medical/work stuff saved there and it's very concerning to not have access and to think I could lose access). I know it's my fault for not setting up an alt email, but I really had no idea I could lose access like this (it's been working fine for years). Thanks for any information, really getting increasingly nervous that I will lose access to this account and to all my data saved.

1 year ago

0

Biff-Tannon

Contributor

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390 Messages

1 year ago

Greetings Folks,

How is it possible to log in to this forum if your password must be reset? Is it possible to have two passwords? One for email and one for the forum?

Thanks

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user_45qlnu

5 Messages

In my case, my email is a secondary account under the primary user, so I am logged in under his account to post here.

1 year ago

0

XfinityBenny

Official Employee

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717 Messages

@user_45qlnu   Got it! Call them back and have them transfer you to the Comcast Security Assurance team. They'll make sure its updated successfully, and asap as the best team for this. 

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

1 year ago

0

XfinityAlfonso

Official Employee

 • 

1.3K Messages

Hey there @Biff-Tannon ( Love your name btw) So the Xfinity ID and password is the same across all Xfinity Sites and Apps. The Security Update asking you to make a new password will work here on Forums, on the Xfinity App, or by logging into Xfinity.com once completed. I actually had to do that myself today when checking my account balance, and was fairly easy. Have you had any issues with this process as described by OP?  

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

1 year ago

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