CANNOT GET MY EMAIL

@OldeFatGuy 

Geez you can be so frustrating sometimes.  

I can't get to my email.  I sign in, I can go to my voice mail, but whenever I try to go to my email, it spits me out to a sign in page.  Every. Single. Time.

I have cleared my cache so don't come back with that standard response.  

I have tried multiple times.  Over and over and over and over and over and over and over and over...

If you can't even get email right, (something that has worked well since the "You've Got Mail" days of AOL), how can one expect you to get anything more difficult than that right?  

Geez, you could give us some information on the error messages, rather than just complaining.  We're not sitting in front of your computer or holding your phone or device to see what is going on.  Help us help you.

Hello, @OldeFatGuy - Thanks for creating your own post to get started. Our team is more than happy to help in any way we can! Since you have already cleared your cache, this login loop is likely being caused by a cookie handling conflict or an account synchronization error specific to the Email module. This often happens when the browser's security settings or a sub-account password discrepancy prevents the "handshake" between the main portal and the mail server. Here are the specific steps to break the loop:

1. Enable Third-Party Cookies (Most Likely Culprit)
Our email platform (Appsuite) often operates on a different subdomain than the main account page. If your browser blocks third-party cookies, it can't "carry" your login credentials from the main site to the email server, causing the loop.

- Chrome/Edge: Go to Settings > Privacy and security > Third-party cookies and ensure they are not blocked. Alternatively, add [*.]xfinity.com to the "Allowed to use third-party cookies" list.

- Safari: Go to Settings > Privacy and ensure "Block all cookies" is unchecked.

2. Reset the Password (Force Account Sync)
There is a known issue where the email server becomes "de-synced" from the main account credentials. Changing your password forces a global refresh of your identity across all Xfinity services.

- Go to the Account & Identity section of your Xfinity profile.

- Change your password (even if it's just adding one character).

- Wait about 5 minutes, then try logging into connect.xfinity.com again.

3. Check for the Yahoo Migration Prompt
We are currently migrating many accounts to a Yahoo-based backend. Sometimes the "loop" is actually an interrupted redirect to a "Terms of Service" or "Upgrade Your Email" agreement that isn't loading properly.

- Try logging in using an Incognito/Private window. If it works there, a browser extension (like an ad-blocker or "Privacy Badger") is likely intercepting the redirect page.

4. Secondary Account Refresh
If the email you are trying to access is a secondary user (not the primary account holder):

- Log in as the Primary user.

- Go to Account > Users.

- Select the secondary user and look for any "Verification Required" or "Account Inactive" flags. Sometimes toggling the "Third Party Access" setting (found in the Email Gear Icon > Security) off and back on can also jumpstart the connection.

If none of these work, the issue may be a "stuck" session on our backend that only our Customer Security Assurance (CSA) team can clear. You can reach them directly at 1-888-565-4329. Please let us know if this helps!