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Xfinity password reset=locked out of account

Hiker675
New Poster

Xfinity password reset=locked out of account

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?

Thanks

ComcastCSAEmail
Official Employee

Re: Xfinity password reset=locked out of account

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.


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Hiker675
New Poster

Re: Xfinity password reset=locked out of account

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?