Retired Employee
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5.9K Messages
Xfinity Password Guidance for Account and Information Security
As part of our commitment to our customers, we may at times require you to update your password for account protection.
When resetting your password, be mindful of the following:
- The Primary account holder can request a mobile number or non-Comcast email address added to the account for password recovery.
- If you are a Manager, Member or Viewer on an account and are unable to change your password because you don’t have a mobile number or email address on the account, you’ll need the Primary account holder to make the change for you.
- After your password has been reset and you're able to get into your account, please add your mobile number and/or email address, so you can handle your own password recovery going forward.
- If you don't have a mobile phone number or a personal (non-Comcast) email address to provide, you can reset your password using your service address, Social Security Number (SSN), and birth date if you're using your at-home Xfinity Internet connection.
- If you’re stuck in a password reset loop (continual requests to update, even after you’ve entered new login information), clear cache and cookies on your browser to resolve the issue. See instructions for:
- If you use a third-party email program for Xfinity email, such as Outlook, Apple Mail, Gmail, etc., you will also need to update your Xfinity password on those programs.
- To add a further layer of security to your account, enable multifactor authentication.
- If you use the same password for multiple accounts, we recommend changing them. Reusing passwords increases the risk of a security compromise.
See Changing or resetting your password for more information.
k_harris2007
Visitor
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1 Message
1 year ago
Well, that sounds great - but - when I tried to change my password on-line, it asked for address verification. Then it would say " address doesn't match records", CALL XFINITY".
Of course you do not get a real person, and all it does is text you link to where you are in the first place ! Even if you try to verify another way than address, all it says "Oops,
something went wrong" CALL XFINITY. You can't use the chat, because you can't sign in IN THE FIRST PLACE. WHY DOES IT KEEP TELLING YOU TO CALL ?
HINT : when it asked for your address - it has to be EXACTLY like THEY have it !
Even getting past that, the next step they want last 4 digits of your social and birthday, and yet again " Something went wrong"
Somehow, I was finally able to Chat with a "Live Agent", but this all took more than an hour.
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user_92v5nu
1 Message
1 year ago
I agree with this post. Have been trying to reset my password for another account for the past TWO hours. Keep getting the below message. When I try, there is no "Verify another way" option anywhere!! The 800# listed below is for new sales per the message; NO ASSISTANCE. Tried every option online including the supposed assistant (no help at all) and called Xfinity four times now only to have to go through your horrible phone tree. Now on hold 31 minutes!!!
Need help resetting your password?
You can reset your password by connecting to your home WiFi network, visiting xfinity.com/password, and selecting "Verify another way". If you still need help, give us a call at 1-800-XFINITY.
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