I recently recived "In a recent security review, we detected a potential issue with your Xfinity profile. As a precaution, you'll need to reset your password." message when trying to log into my email. When I try to change the password, I get "You can reset your password by connecting to your home WiFi network and visiting xfinity.com/password. If you still need help, chat now or give us a call at 1-800-XFINITY."
I have tried chatting, and calling, and have already spent a couple of hours, with no success.
I have used this email for 20+ years, since I was a kid. Here is the problem, this email is linked to my deceased mothers name. She passed a few years back, but xfinity always indicated that as long as i sign in once per year, the email can remain active. I have never had any issue up until now. I do not have any alternative phone number or email associated with this account. I have/had the working password. When I spoke on the phone, the end result was, because I am not my mother, there is nothing they can do, as technically this email is linked to an account still in her name. I am the court authorized executor of her estate, and have/had power of attorney, I have all the paperwork as well, so there is not any legal issues.I just want access to the email I have used for so long.
What is the best way to get this resolved?
You're going to want to reach out to Customer Security Assurance in regards to this issue directly. They can be reached at 888-565-4329.
Thank you for the reply. I have already reached out to that department at that number. They were unable to resolve this, and there was a language barrier. Is there a way to escalate beyond the initial contact person that answers the call?