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we are experiencing the same thing with our email. We are certainly considering another source! xfinity is over the top with excuses.
It sounds like someone else thinks their ID is his ID, may be unknowingly, and having what they think is "their" password reset.
Suggest that to the CSR next time you call.
Hi - early last week we received two phone calls to the house (phone number associated with the account) asking if we had requested a password reset on my husbands email (and the primary account). We had not and indicated as such. The next day he was locked out of his Outlook email and also could not access the account information through the web interface. He called a CSR and reset it and the security questions on Friday (but not before being directed to purchase some security package for 15 dollars a month). A few hours later - locked out again, had to call again and was given some excuse about "cookies not being reset"; CSR walked through that process (supposedly) and we reset passwords again, including having the confirmation email for a password reset to be sent to a NON-comcast account so he would actually see it.
This morning the account is locked out yet again and there was NO email sent to the second, non-comcast account. Is anyone else experiencing this? We are starting to become very concerned that it might be related to the identify theft issues.