Email sign on issues

Comcast email for 12 years. [Edited: "Personal Information"]

2 weeks ago started asking for password reset. Hrs on the phone with tech support and security, no luck Went to an xfinity store for help, Terrace and I were on the phone for hrs with tech and security support. No luck. Will have to cancell my xfinity services in 2 weeks, if they can't fix their problem. Have been the last 2 days changing all my accounts to gmail. I see alot of customers get thing fixed by posting issue.

Responses

Again

Expert

•

31K Messages

11 months ago

@user_im044k

Comcast email for 12 years. [Edited: "Personal Information"]

2 weeks ago started asking for password reset. Hrs on the phone with tech support and security, no luck Went to an xfinity store for help, Terrace and I were on the phone for hrs with tech and security support. No luck. Will have to cancel my xfinity services in 2 weeks, if they can't fix their problem. Have been the last 2 days changing all my accounts to gmail. I see a lot of customers get thing fixed by posting issue.

Were you able to change your passwords? In order to do that you would need to sign in to your account as the primary account holder.

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup

Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

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user_im044k

6 Messages

No other accounts being shown. Email issues started after xfinity said they had a data breach. Couldn't even sign in and I am the primary. After 5 hrs on the phone, they were able to get my primary account working. Not the secondary account, not being listed. No where to be found.

11 months ago

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XfinityNicolas

Official Employee

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1.1K Messages

Thanks for letting us know and checking that. If it is not showing under there, it may have been deleted. When you are signed in with your primary, does it allow you to sign up the same email or does it say it already exists?

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

11 months ago

0

U

user_im044k

6 Messages

When I tried changing my using name to missing account, it said unavailable. I tried an invite from my primary account, said invite send. I then immediately cancelled

11 months ago

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XfinityXanadu

Official Employee

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300 Messages

11 months ago

@user_im044k, were you able to get the reset done with the Primary ID as @Again mentioned above?

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user_im044k

6 Messages

Primary account working. Secondary account missing.

11 months ago

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user_im044k

6 Messages

Tried that, the account I am looking for is not listed.

Was getting password reset request, need to work with primary, my email login was in red.. Then one day it let me change password when I login. Got into my email. Next day, no red login box.but requested password reset, work with primary. Still getting that request. Tried inviting the missing email account, it said invite was sent. I then immediately canceled invite. I also tried changing my xfinity id on my primary account to the missing account id. It said unavailable.

11 months ago

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user_im044k

6 Messages

@XfinityXanadu no luck , missing account not listed. Tried changing my xfinity ID to missing account.it said unavailable. Tried sending an invite, it said invite send. I then canceled invite immediately.

11 months ago

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XfinityArmand

Official Employee

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1.9K Messages

So that we can take a closer look at this for you @user_im044k, please feel free to shoot us a private message. Then we can get started.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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

11 months ago

0

Latoque

Expert

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29.6K Messages

11 months ago

@user_im044k

What happens if you try to sign into the secondary account? Are you getting any kind of error message? If the user ID was deleted, Comcast security should be able to recover it. When a user ID is deleted or changed, it is suspended for 90 days and then drops back into the pool of available IDs for any Comcast HSI customer that wants to claim it. But during that 90 days it is still running in the background-----you just can't get at it through the webmail UI.

Comcast Customer Security Assurance------------------- Normal business hours (6:00 am to 2:00 am EST, 7 days a week) 1 - 888-565-4329

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user_im044k

Email sign on issues

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