5 Messages
cannot reset password for one of my email accounts
I have 3 email accounts ending in @comcast.net. They are: 1) [Edited: "Personal Information"] , 2) [Edited: "Personal Information"] , and 3) [Edited: "Personal Information"] . When logging into xfinity.com, I was asked to reset the password because of the data breach. I logged into the first two accounts and reset the password with no problem. But when I log into hwlarch, it gives me this message: "We are unable to change your password because there is not an eligible verified mobile number or email on file. You will need the Primary account holder to make the change for you. Once the primary has reset your password, please add a mobile number, or email address to your profile so we can better assist you with future password resets and troubleshooting."
I used the xfinity webpage to find my id, and it shows me two accounts: [Edited: "Personal Information"] (labeled "Primary") and [Edited: "Personal Information"] (labeled "User") , but hwlarch is not shown on this screen. Your system seems to think that [Edited: "Personal Information"] has a primary user, but it is not [Edited: "Personal Information"]?
How can I get this password reset? If what it needs is a mobile number, I can provide that to you.
I tried calling the 1-800-xfinity number, but I cannot find a way to get through the automated system to a real person. It just keeps offering to text me links to pages that give me the error message quoted above.
Accepted Solution
user_k96p59
5 Messages
11 months ago
I believe the problem has been solved. I called the Xfinity CSA number as suggested by XfinityWilliam, and talked to a representative there. She determined that the account that was having issues had an address of an apartment that I lived in about 10 years ago, and that is why it was not associated with my other two accounts. She sent me a password reset request, and I was able to reset my password and provide a mobile number. Then she linked the account to my other two accounts, so now I see all three when I look up my Xfinity ID.
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hsherer
New Poster
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12 Messages
11 months ago
I am having the same problem with our account as well. Looking for a solution.
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XfinityWilliam
Official Employee
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1K Messages
11 months ago
Hello @user_k96p59. Thanks for reaching out and letting us know what is going on with resetting your password. In order to reset the password, the email must have a secondary email or a phone number attached to it for security reasons.
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XfinityWilliam
Official Employee
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1K Messages
11 months ago
We can certainly take a closer look and see if we can do this for you.
Please send us a direct chat message with your full name and complete service address to
“Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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hsherer
New Poster
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12 Messages
11 months ago
I too had to endure the excrutiating experience with not one, but two Customer Support Reps to get one of my secondary email passwords re-set. Took just over one hour and all the patience I could muster.
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