Visitor
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3 Messages
Failed to Reset Primary Account Password
Unable to do the required reset of my primary email password via the web. After multiple calls with support and with Customer Security Assurance, I was told they could send a reset code to an email not associated with an Xfinity account.... got a new email address, they are unable to send a reset code to that for some reason. I was finally told that I can't get a reset without my land line phone working. It is included in my package but have never used it. I get transferred to another customer service rep to remove my land line phone, but now that will cost me and extra $30 or $40 dollars a month to remove it from my package.
Why am I stuck in this never ending loop, and can anybody help me?
Accepted Solution
znex
Visitor
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3 Messages
11 months ago
I sent a message to Xfinity Support but were unable to update my recovery options so didn't make much progress. They suggested I contact their Security Assurance, which already had done so with no luck. Today decided to give Security Assurance a call again - but also decided to try the webpage login while on hold... the web page password reset finally worked correctly, so I was able to access my account!!! Thanks for your support on this!
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XfinityShawn
Official Employee
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1.1K Messages
11 months ago
@znex My team can help you with your account concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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