Contributor
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123 Messages
Xfinity keeps making me reset my account password once a week
For the past 4 weeks, every weekend, I wake up in the morning to my email login not working and making me reset my password. This *always* happens between 12:07 and 12:08 AM when I am sleeping, so it's not anything I'm doing. I go through the reset (I'm running out of passwords that I can remember!), send a code to my alternate email account, and use that code to reset. Only then can I see my email, where Xfinity has kindly emailed me two error messages, which of course I wasn't able to see previously because they had logged me out of my Xfinity account! ("Your password is all set. You've successfully reset the Xfinity password", followed within 15
seconds by "Please reset your Xfinity password").
Interestingly (or maybe not?) whenever this happens, text messages to me aren't received until 8-36 hours later when I get deluged by the backed up messages. I can, however, send texts which the recipient later confirmed.
One other clue(?) is that the first time I called CS about the text messages, the "ambassador" instructed me to reset my network connections on my phone. That didn't help, but since then I have a persistent message on my notification bar that "SIM card is not supported". I got the phone, the SIM card and the mobile service all from Xfinity, and everything worked fine up until a month ago. Pixel 6, Android 13.
Yes, I have called Support, who transferred me to CSA, who then told me they would escalate the issue, and that the next tier would call or text me (not that I could receive texts!). I'm just wondering if this sounds familiar to anyone? And if anyone has managed to resolve it? Thanks. (And if I chose the wrong category for this, oops; none sounded quite right but at least this one mentioned accessibility).
EG
Expert
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110.9K Messages
3 years ago
The concern is not "Accessibility / Disability" help related. Thread moved here to the proper help section, and for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance.
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CCKimberly1
Official Employee
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842 Messages
3 years ago
By reaching out to our Customer Security Assurance Team, you have reached an expert team that will be able to determine what and why it is happening. I will be happy to follow up with you, here, in a couple of days too.
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user_0e3362
Visitor
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1 Message
2 years ago
Just had this happen at 11:15 pm tonight. Reset the password. I have *NO* idea what could have caused this.
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LurkerLee
Contributor
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123 Messages
2 years ago
In case anyone is wondering, this is STILL going on, every one to two weeks. CSA recommended that I enable 2FA to dissuade "whoever" was trying to break in. It's enabled and that didn't work. I have never gotten a notification/code that corresponds with the 'your password is set' middle of the night message. Their other suggestion was to change my email address, which is just too inconvenient. (I just got an email from my retirement account about an issue, and I'd never have gotten that if I'd changed my email address because I forgot they even had it). At this point, if I have to change my email address, it might not be to an xfinity one.
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