When signing into comcast email for a second time on 2-5-20, we received an error message: "Please reset your password. In a recent security review, we detected a potential issue with your Xfinity profile. As a precaution, you'll need to reset your password." Working through the on screen prompts, we were unable to perform a password reset. We did an online chat and then were referred to Customer Security Solutions Center 888-565-4329. After a lengthy conversation, a suggestion was made to go to xfinity.com/password and enter the recovery phone number associated with the email account. At that point I was able to reset the password. However, I am still unable to recover the secondary user email account. It was suggested to go to My Account and I would be able to review Users there and recover that secondary email account. We are encountering error messages when trying to access My Account: "This isn't working right now" and "A communication error has occurred." We are wondering what changed on 2-5-20 to bump us out of our email accounts how to gain access to the User account from the primary? We have been told on subsequent contact with customer solutions that our account number is no longer valid for them to access as it is from 2016.
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