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user_qq07mk
1st Topic

2 Messages

Wednesday, June 5th, 2024 8:36 PM

change password to old email address

I need to change the password to my Comcast email address.  However, this email address, which I've used for over 20 years, is associated with an inactive account.  I am still a Comcast customer but when I opened the new account I was told I couldn't link the old email address to the new account, although I could still use the old email address.  When I try to change the password, it only lets me change the password to the current account.  I saw in an old post on this forum that I need to contact the "Customer Security Assurance team," but the link in the post no longer works.  Can someone help me reach the correct person who can help me change the password on the email address that's no longer associated with a Comcast account?  Thanks.

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Updated 

5 months ago

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XfinityJorge

Official Employee

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1.7K Messages

6 months ago

 

user_qq07mk Thank you so much for using our Forums and for trusting in our team to help you today. We understand that you are looking to change your password to your email that you used and we are happy to point you in the right dirrection. To get started can you send us a DM with your full name and service address?

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

 

6

user_24dgov

2 Messages

@XfinityJorge​ 

I too have this issue but do not see the DM link you mentioned.

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5 months ago

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user_qq07mk

2 Messages

@XfinityJorge​ Thank you so much!  I've been out of town but just sent a direct message as you instructed.  Looking forward to following up and hopefully getting this resolved.

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5 months ago

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user_vgkovv

2 Messages

This is a great forum.  Thank you, XfinityJorge.  I did as you suggested, sent a private message and was put in touch with the Customer Security Assurance Team.  They helped me get my issue resolved.  However, along the way, with several password and account changes, I seem to be assigned a new user name for this forum.  I don't see a way to "accept" XfinityJorge's response as the one that worked.  I will try logging in with my new user name and see if I can find this conversation.  Thanks again!

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5 months ago

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XfinityWilliam

Official Employee

 • 

1K Messages

Hello user_vgkovv. I am glad CSA was able to get your issue resolved! Please try log in in and see if you can find the conversation. Have a wonderful day!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 months ago

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user_vgkovv

2 Messages

So it does look like I'm stuck with a new user name:  user_vgkovv.  It used to be user_qq07mk.  I still can't figure out how to "accept" XfinityJorge's reply as the one that worked.  Is that because the system doesn't recognize me as the user who made the original post?  Anyway, just wanted to reiterate so everyone knows that contacting the CSA is the way to go to fix the issue surrounding the password to an old email no longer associated with a current Comcast account.  Thank you.

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5 months ago

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