Thanks for your reply.

I'm not sure how to accomplish this. I go to xfinity.com and sign in. The little icon upper right turns purple. I click on that and click on the link that says "Check Email". Then it takes me to the support page titled

Using and managing Xfinity Email accounts

 I'm not sure what else to add to this. Does this help? 

Thanks ,

Sheila

@user_ygtbws, that does help. Thanks! The direct link to the web mail app is connect.xfinity.com. Could you go there and see if it allows you to login please?

Arggghh. I just tried that. Same thing happened: when I clicked the link to Check Email it went straight to the same support page as before!

HELP!

Thanks for giving that a try, @user_ygtbws. Would you be able to try accessing the web mail on a different browser or device to see if the same thing occurs? Also, on the device you are currently using, do you have the password saved to automatically log in or do you typically get the prompt to enter your password?

Thanks, Frank. Yes. I usually use Edge, but I have tried Chrome with the same result. I use LastPass, so when I get the prompt to enter user name and then password, LastPass fills it in automatically. 

I also just thought to mention that my comcast email is no longer forwarding to Gmail as it has been for the past couple of years. That is what alerted me to the problem! Not sure if that matters, but better you should know. 

What else have you got? :)

I have had my comcast email forwarded to Gmail. 

I'm sorry to hear you are experiencing issues when trying to log in to the email online user_d9f2u0. If you try the direct link connect.xfinity.com. Do you have the same issue? Have you tried clearing out the cache and cookies on your browser? 

How do I clear out cache or cookies?

@user_rh4dt2 Welcome to our community forum! Thank you for reaching out so we can help with your Xfinity Email questions. Do you currently have active service with us? Can you provide more details about the issue you're running into and the troubleshooting steps you've tried so far? 

Yes, we have active service.  The problem is as explained above.  When I login and go to Check Email it takes me directly to this site Using and managing Xfinity Email accounts - Xfinity Support just like the person explains above.  There are 4 email accounts on the master account.  Mine is the only one that does this.

And as far as troubleshooting, I have tried the different links on that site as well as different browsers with no positive effect.  I can use the same browser window and access my master email account with no issues.  I then logoff that and login as the account having issues and it does what I mention above.  The fact that multiple people in the Xfinity community are seeing this then I would say it is something on the Xfinity side.  Being an IT Infrastructure person for 40+ years and dealing with lots of support cases, this in fact is a case of just getting to the right person that can answer this.  Thank you.

And I guess I should have added that not really willing to hang on the phone for hours with a Level 1 support person walking me through scripted questions that in my estimation will have no positive impact on this issue.

@user_rh4dt2 Thank you for keeping me posted so we can get to the bottom of this together. I'll collect details about your account and open a ticket so we can investigate this further.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.