Visitor

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2 Posts

Saturday, June 20th, 2026 1:54 PM

Frequent password resets required

In 2026, Xfinity has required me to change my password 15 times!!!!!!  There is absolutely no reason why this should be happening.  I have two step authentication and no one else has access to my cell phone.  It is with me at ALL times in my pocket.  When I change it, it CANNOT be any password I have ever used in the past.  I currently have a list of 20 passwords I have used for this account and am running out of ideas to have a password I can remember.  THIS IS RIDICULOUS!  I use two laptops, two cell phones and occasionally use our church computer to access my email.  I sometimes also use different browsers so I get notices that a new device has accessed my email.  NO, it's ME!!!! The fact that I am using two-step authentication should indicate that it is me.  Changing my password constantly is not only annoying but unnecessary.  I have called about this a couple of times, and they start out "helping" me change my password.  I inform them that I know how to do it, but want to know WHY I have to do it and to please STOP making me change it to which they refer me to the fraud department that allegedly does something and assure me it will never happen again, and then it happens again. How can I stop this from happening??

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Official Employee

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2.4K Posts

4 days ago

Hi there, @victorian00. Thanks for reaching out to us here on the Community Forum. The main reason the system would force a password reset is if suspicious activity is detected. This can include the email address being used on multiple accounts, and frequent logins from different physical locations and devices. When you are forced to reset, is there anything you have noticed that is a pattern leading up to it? 

Visitor

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2 Posts

As stated in my post, I use several different laptops, computers, phone (which will definitely be in different physical locations) and different browers so it may appear to be suspicious, but the fact that I successfully log in every time with two step authentication should be a clue that it isn't fraud.  My laptops are old and tend to restart and/or need to be hard reset so it logs me out of everything which gives me notifications on several sites that a new device has logged into the site.   However, NO OTHER SITE forces me to reset my password.  They inform me that I should change my password if it wasn't me BUT when I know that it was me, I move on.  I log back into my Xfinity account with my two step authentication when I've been logged out so I don't know why Xfinity forces me to reset.

Official Employee

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2.9K Posts

 

victorian00 Thank you for providing the additional details. Please reach out to our Xfinity Customer Security Assurance team: https://spa.xfinity.com/contact-us so they can offer more insight about why you are being prompted to change your password and how to prevent that from happening going forward. 

 

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