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user_p7di0t
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4 Messages

Sunday, April 13th, 2025

Trying to prevent inactive email from closing

Thanks.I closed my Xfinity account in 2019 but I was told I'd continue to have access to my email address for as long as I'd like.  2 days ago I received an email saying I need to long in to my account to keep it from closing, but I am unable.  When I enter my Xfinity ID I'm immediately taken to the reset password page where I'm asked for a phone number.  I enter the phone number (hasn't changed since 2018) and am told I need to call for assistance.  When I call am not able to speak to an agent because the bot can't find an account that matches my phone number, and the account number from 2019 has likely been purged.  What can I do to keep this email active?? The email address in question is [Edit: Email address]

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4 months ago

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XfinityEva

Official Employee

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1.9K Messages

5 months ago

Hi there! Thanks for reaching out about your email concerns. Has it been more then 90 days since you last accessed your email? 

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user_p7di0t

4 Messages

I'm pretty sure it has been.

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5 months ago

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XfinityEva

Official Employee

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1.9K Messages

Thank you! Let's check the next step, has it been over 12 months since you last logged in? You can check the status of your account with the following steps: 

 

View your email account status

  1. Go to customer.xfinity.com/settings/xid/uidemail to view your email status in your account.
    • You may be asked to sign in using your Xfinity ID and password first.
  2. Click Comcast email under the Your Information section.
    • Active status: If your email account is currently active, a status won't show for your email account.
    • Inactive status: If your email account is currently inactive the following message will appear:
      • "You haven’t used your Comcast email account in the past 12 months. Your email account, inbox, and folders may be deleted."
  3. You can access an email account via any of the methods below to remain in active status:
    • Xfinity Email website (connect.xfinity.com).
    • Third-party email applications (e.g., Outlook, iPhone Mail, etc.)
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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5 months ago

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user_p7di0t

4 Messages

I know the account is inactive, the problem is that I'm being required to change my password but the system won't let me. 

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4 months ago

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XfinityRichard

Official Employee

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2.3K Messages

Hi there, @user_p7di0t I hope you're having a good weekend! I do apologize for the inconvenience, if your trying to change the password for the email and if it has been more than 90 days since you logged in, it will not allow you to change the password for that email account. When you try to change the email, what is the message that you are getting?-Richard

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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4 months ago

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user_p7di0t

4 Messages

It says I need to call.  I try that, but can't get through because the bot can't find an account for me.

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4 months ago

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