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mrb243
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Sunday, March 23rd, 2025 5:05 PM

I changed my email address and now I cannot access my accounts tied to the old email

I changed my email address from [Edited: "Personal Information"] to [Edited: "Personal Information"] and now I cannot access some accounts still attached to my old email address.  I have already talked with agents about the possibility of forwarding emails from my old address, however I have been informed that this is not possible.  I have been in communication with customer service for one of the accounts that I have essentially been locked out of and they need screenshots confirming that this is the case.  If someone from Xfinity can confirm this for me I would be able to update my account with this service and be able to move on.

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12 days ago

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XfinityEricB

Official Employee

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2K Messages

12 days ago

 

mrb243 Sounds like this is tied to security issues preventing access to the old email. To confirm is the older email been accessed in the last 3 months by chance, or linked to an active Xfinity account? If both conditions are met, you likely need assistance from our Customer Security Assurance team that can assist with access issues, and you mentioned it being linked to older accounts. They can assist you with linking it to the new one if it's still active. You can reach them directly at 1 (888) 565-4329 when you get a chance to get you the assistance you need. 

 

(edited)

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mrb243

2 Messages

I changed my email about 3 years ago, and from what I understand you all no longer have the ability to access these old accounts.  I have talked with an employee from the phone tree multiple times regarding this and have been told the same thing, so I'd rather avoid wasting my time with this, and considering that I need a text record to prove that this is the case to access my account that is tied to my old email I would rather not call.  The old account was closed because I simply changed my email instead of creating a new one

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12 days ago

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XfinityEricB

Official Employee

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2K Messages

That is correct if the email hasn't been used in so long. At this point it would have been marked unused, and deleted as it requires access to the email at least every 120 days. Once that has been passed the email is then deleted from our system, and no longer usable. 

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12 days ago

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