About ComcastJonathan

Hi @movingon70. We're working on lowering the 2FA (aka "Two-Step Verification") enrollment criteria to only mobile, these are in discussions with Security, Legal and othe teams, and as you accurately cited, other organizations are doing the same thing.    Right now though, adding your @comcast.net secondary user address wouldn't make sense. Assuming you're the primary, and you are also your secondary users via the emails which you as the primary manage. Those secondary @comcast.net emails don't represent another unique authentication factor. If someone takes over your secondary email (especially with a weak secret question and answer recovery method) and that email is used in 2FA they've defeated 2FA, and are then able to get into your primary email.   I'd recommend for now at least adding your gmail, which if it has it's own two-step verification, makes it much harder for anyone to ever access your primary Xfinity ID.   @movingon70 wrote: I want to enable 2FA on my account for the obvious reason that my primary Xfinity email acct. is tied to various other important accounts.  Gain control of my primary email and a bad actor will have an easier time changing passwords on those other accounts.  When I go into Xfinity to setup 2FA, the process requests a verified personal email address in addition to a mobile #.  My mobile number is attached already.  When I try and enter my primary Xfinity email address I get an error " This email address is already associated with an Xfinity account".  No Duh.  I only have the primary email address and other sub addresses but they are all @comcast.net adresses.  I could set up a Gmail email but  I don't want to run 2FA through Gmail or an outside 3rd party email.  Why isn't my mobile number sufficient for 2FA?  My bank does it that way as well as other critical services I use.  I don't want to use my sub primary @comcast email accounts because they were intended for use with non-important stuff and they are more exposed as a result.   ... View more

Hey there @jjohn151 ,   Sorry about the challenges you've experienced, I've been working with the product owners of those experiences to triage why it's been occuring for folks. Often times, orders fall out and are fixed on the back-end, but there seems to be a lack of association in moving you forward to the My Account pre-activation experience.   If you can go to My Account --> Users --> Add a New User, and Invite your existing email. That should link your accounts to a secondary. You can then Transfer Admin Rights and promote your secondary to the primary, and remove your mobile from the original, now secondary, and add it to this new primary.    Happy to walk through this with you if any of it's confusing, feel free to PM me.   Cheers Jonathan   ... View more

Hi all, Hope everyone’s had a good weekend. Last weekday we had a root cause analysis meeting hosted by our Reliability Engineering group with the product owners of the functionality around why this happened and what we can do to prevent it from happening again. For background, you’ve probably experienced Captcha on many websites you’ve visited, the goal is to ensure you’re a human by answering the letters in a way that typically only humans can, and to stop bots from brute forcing their way into your account by trying different password combinations/permutations until they successfully guess your password. This is why we recommend two-step verification and NOT using secret questions and answers, so even if there was no captcha and they could brute force past the password, they’d still need access to your phone or email or your Xfinity Authenticator App to sign in. If you’ve forgotten your password or mistyped it, that is typically the trigger for Captcha, perfectly fine when it’s functioning normally. In a nutshell we made some back end API tweaks which required an increase in thread pull count (like putting in new plumbing and needing to know the water pressure to support the new plumbing), the proper alerting wasn’t in place. We’ve been assured that any future integrations with these APIs will have the proper alerting before they impact customers (similar to checking for leaks after a new plumbing job is installed). Had the alerting been in place we would have been able to catch the issue in the first go around. Thanks again everyone for your patience, I’m personally committed to ensuring things like this are one-offs and that there’s continuous improvement to create a smoother and more reliable experience. Feel free to reply or PM if you have any further questions. ... View more

Hi @LGBD44 ,   I'm PMing you around this to discuss the details, but it appears you have a "Viewer" role on the account. ... View more

Hi all,   We were able to solve the issues Willygjr was having by moving his Xfinity ID from his old address to his new address, and changing the contact points accordingly.    If you're experiencing similar issues, you can always invite the contact points in question as a secondary to your identity, and sign in to the secondary accounts, and unlink your previous account. Then you can maintain the secondaries, or change their contact points to be associated with the right Xfinity ID user.  ... View more

Hi folks,    We were able to get @SK201  signed in via his mobile device. It sounds like when he attempted to sign in on his desktop his antivirus or firewall may have blocked the connection.    If you ever have sign-in issues, we suggest the following: Try it on a different browser (if it works on a different browser, clear your cache). Try it on a different device like your mobile phone (if it works, it may be something related to your device, like a firewall/antivirus that would require whitelisting the xfinity.com urls.  Try it on a different network (see if it's only an issue on your WiFi, and when you're on cellular data, it may be related to your in-home WiFi network. As a reminder, your Xfinity ID is your mobile, email that was provided during the purchase / approval process.   Best, Jonathan ... View more