Email Password Reset Issue

When I try to log into my Comcast email account, I’m prompted to reset my password. Comcast then says it will email a password reset code—but the code is being sent to an old Outlook email address I no longer have access to. I select “verify another way” and get a message that says: “Call us for help resetting your password. Just give us a call at 1-800-XFINITY and we can help you reset your password.”

So I call the number and receive a text with a link to reset my password. But when I click the link, it just takes me back to the beginning of the same loop I described above. I’m stuck in a cycle and unable to access my account. I’d be incredibly grateful if someone could help me resolve this issue.

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S

spacebunny

5 Messages

16 days ago

I really need assistance with this, please. There are important emails in the account that I need to tend to. What do I need to do to receive an invite to direct message an employee?

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XfinityLinda

Official Employee

•

2.2K Messages

@Latoque Thank you!

@spacebunny We appreciate you connecting with us here about the issue with your email. We'll be happy to look into this further with you. Please send us a Direct Message with your full name and service address. We look forward to your DM.

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.

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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16 days ago

Latoque

Expert

•

29.8K Messages

16 days ago

@spacebunny

I'm going to escalate this thread to the Xfinity OEs and get some traction for you. You should see a response in this thread.

0

S

spacebunny

5 Messages

14 days ago

Thank you for your help, @Latoque and @XfinityLinda! My issue has been satisfactorily resolved.

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XfinityLinda

Official Employee

•

2.2K Messages

@spacebunny I'm glad you were able to speak with CSA, and they were able to help with access to your email. Thanks again for connecting with us here.

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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14 days ago

0

Email

spacebunny

Email Password Reset Issue

spacebunny

XfinityLinda

Latoque

spacebunny

XfinityLinda

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