Visitor
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1 Message
Unable to update the password on a secondary user
I am trying to login to my secondary user account at xfinity.com. I am using a browser on my laptop. I enter the secondary username It then tells me I need to reset my password. I click on the "reset password" link which asks me for a user name, which I give the secondary user id, click "continue", and it sent
me to https://idm.xfinity.com/myaccount/reset?execution=e4s2, with a statement
"Connect to your home WiFi to reset your password
You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
I am on my home network.
I navigate to xfinity.com/password and repeat the whole sequence. Same response.
Some have suggested changing the password through my primary account.
I logged into my account using my primary user id and password, where I updated the password of the secondary account.
I then log out of the primary account and sign in using the secondary user id. It then tells me to reset my password, again saying I need to connect to my home WiFi
I am on my home network this whole time, so I cannot make any further progress. I am guessing that the home WiFi thing is probably not the issue.
Does anyone have experience getting out of this loop?
XfinityOrlandoM
Official Employee
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1.9K Messages
4 months ago
@Johnsonmt
Thanks for reaching out to us as a customer myself I know how important it is to be able to access my Xfinity ID. Generally if you don't have the two step authentication set up on your secondary ID, it will ask you to connect to your home Internet Wi-Fi network to verify as another form of verification. Let's take a deeper look into your account to see how we can get this resolved for you.
If you could please send our team a direct message with your full name and full address,
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
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