Common Password Reset Issue Encountered By Former Customers Still Using Comcast.net Addresses

Yes, I just tried again in Chrome.  Cleared all browsing history and cache, fresh sign in to Xfinity.com using my primary comcast.net email address.  Went to account and identity page, and clicked on each of the secondary accounts listed.  Same exact situation as before in Chrome. Edge and Firefox, it takes me to the page for that secondary user for an instant, and then immediately redirects back to the account and identity page for the primary account.

@FlyerfanDan999 I appreciate you trying and letting me know how it went. Please send me your name and address via Direct Message, so I may look into this a bit closer for you.

To start a Direct Message: 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.

Hi, I think we are already doing a DM.

@FlyerfanDan999 Yes, we are. We'll continue there.

They told me to call the Customer Account Security Team, 888-565-4329  8am - 12 midnight.  Hold times were reporting as "more than 40 minutes."

In your case, I'd clear the browser history and cache, then close and open the browser, and try resetting once more.

@helpingmom​ Here's an update.  I called the Account Security Team at 888-565-4329 several times and always encountered ridiculous wait time estimates.  So the next day I called at 7:59am and luckily got right thru and was able to immediately speak with a rep who seemed to know what they were talking about.

I told him that I was able to reset the primary account because it had a cell phone number associated with it to which their system could send a text code for verification purposes.  However, as noted in my original post above, a glitch in the xfinity web site was not allowing my master/primary account to access the configuration pages for the sub-accounts/secondary users in order to force-reset their passwords.  The rep had me clear cookies and browsing data yada yada but that accomplished nothing, still the same behavior of taking me to the config page for that secondary user for an instant, and then immediately redirects back to the account and identity page for the primary account.

The rep asked me a few more questions about the four secondary email accounts that I had set up.  I told him that I still actively used two and the other two were throw-aways and they could be deleted.  So what he did was manually run thru the password reset procedure for each account, which consisted of me going to a specific xfinity web page for doing password resets, entering the sub-account email address, and then entering the password reset code that he told me over the phone, which normally would have been transmitted by text to an associated cell phone number.  Essentially, we followed the standard password reset procedure except the code was verbally give to me rather than by text.  We did this for all four sub-accounts.

Accomplishing the password reset was what I needed to continue to use the two sub-accounts that are important to me, BUT did NOTHING to fix the underlying issue, which is that the primary/master account cannot access the configuration pages for the sub-accounts.  I just checked before writing this response, I STILL encounter the same exact issue, where the sub-account config pages almost load, then it gets redirected back to the primary account's account and identity page.

@FlyerfanDan999 Thank you for the update and I'm glad to hear you were able to change the password for your secondary accounts. When you spoke with the Customer Security Assurance team, were they able to add a phone number to your other account so you can receive codes in the future?