Visitor
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2 Messages
Unable to update recovery email or reset password on Comcast.net account after 6+ months – recovery email is invalid
Hello, I need help with an account recovery issue that has been unresolved for over six months. One of our @comcast.net email addresses has its primary/recovery email set to an old @sbcglobal.net address that is no longer valid and that we no longer have any access to. This has locked us out of updating contact information or resetting the password. We have already contacted support at least four times by phone and three times via chat, but the agents have not been able to correct the recovery method or restore access. I am requesting assistance from the Customer Security Assurance team or the appropriate escalation group so we can verify ownership with billing/account details and update the recovery email and mobile number. I can provide the specific email addresses and additional account details privately via Direct Message if needed. Thank you for any help.
XfinityAirelle
Official Employee
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3.6K Messages
1 hour ago
Hi there! Six months and seven support contacts is a lot of effort without getting access restored. We understand you need a way to verify ownership when the recovery email is no longer available.
When you try resetting the password, is the old email address the only verification option, or does it also offer a text message or another method? Also, did any of your previous contacts connect you with Customer Security Assurance? Those details will help us identify the next step without sending you through the same process again. Please keep email addresses and account details private.
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