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user_kwk97g
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3 Messages

Friday, August 1st, 2025

Outlook email no longer working

Hi,

I am repeatedly being prompted for username and password in Outlook. I was using Outlook just fine a few days ago.

I have verified the settings using https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email.

I can login fine using the browse, but outlook is not working.

I have deleted the outlook cache files and even the account info to try and restart, but it has yet to work.

Here is a log from outlook:


IMAP: 21:01:11 [db] Connecting to 'imap.comcast.net' on port 993.
IMAP: 21:01:11 [db] OnNotify: asOld = 0, asNew = 2, ae = 0
IMAP: 21:01:11 [db] srv_name = "imap.comcast.net" srv_addr = [2001:558:fc11:2:f816:3eff:fe45:56f2]:993
IMAP: 21:01:11 [db] OnNotify: asOld = 2, asNew = 3, ae = 1
IMAP: 21:01:11 [db] OnNotify: asOld = 3, asNew = 4, ae = 0
IMAP: 21:01:11 [db] Negotiating secure connection with 'Microsoft Unified Security Protocol Provider'.
IMAP: 21:01:11 [db] OnNotify: asOld = 4, asNew = 6, ae = 2
IMAP: 21:01:11 [db] OnNotify: asOld = 6, asNew = 6, ae = 4
IMAP: 21:01:11 [db] OnNotify: asOld = 6, asNew = 5, ae = 2
IMAP: 21:01:11 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 21:01:11 [rx] * OK [CAPABILITY IMAP4rev1 SASL-IR LOGIN-REFERRALS ID ENABLE IDLE LITERAL+ AUTH=PLAIN AUTH=LOGIN AUTH=OAUTHBEARER AUTH=XOAUTH2] Dovecot ready.
IMAP: 21:01:11 [tx] btvs CAPABILITY
IMAP: 21:01:11 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 21:01:11 [rx] * CAPABILITY IMAP4rev1 SASL-IR LOGIN-REFERRALS ID ENABLE IDLE LITERAL+ AUTH=PLAIN AUTH=LOGIN AUTH=OAUTHBEARER AUTH=XOAUTH2
IMAP: 21:01:11 [rx] btvs OK Pre-login capabilities listed, post-login capabilities have more.
IMAP: 21:01:11 [tx] LOGIN command sent
IMAP: 21:01:11 [db] OnNotify: asOld = 5, asNew = 5, ae = 3
IMAP: 21:01:11 [rx] frcm NO [AUTHENTICATIONFAILED] Authentication failed.
IMAP: 21:01:11 [db] ERROR: "The server rejected your logon. Verify that your user name and password are correct.", hr=0x800CCCE3
IMAP: 21:01:11 [db] Connection to 'imap.comcast.net' closed.
IMAP: 21:01:11 [db] OnNotify: asOld = 5, asNew = 0, ae = 5

I know the username and password is correct, so I am confused. 

I enabled logging so we can direct this to higher level support as soon as possible.

Thanks

Question

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1 month ago

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XfinityAmandaB

Official Employee

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2.6K Messages

2 months ago

 

user_kwk97g Thank you so much for your post on accessing your Xfinity email using Outlook. If you are still running into issues, I would start by confirming the saved password is correct in the settings for Outlook if you have not already. If you update your password for your Xfinity account, that information is not automatically updated to Outlook and can cause the repeated prompt to log in, as you mentioned.

 

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user_b7li3t

Visitor

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1 Message

I am having the same issue.  I have worked with Microsoft technician and it appears there is an issue with Microsoft and Xfinity?? very frustrating for the typical consumer user to have to sort through....

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2 months ago

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user_kwk97g

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3 Messages

@XfinityAmandaB​ I mentioned it because I am aware of this. This reply is useless. Please direct me to higher support.

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2 months ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

We can run through some additional troubleshooting steps and if needed, get a ticket submitted to our dedicated advanced repair team for further assistance. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • 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

(edited)

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

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2 months ago

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uladz

Visitor

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1 Message

Stopped working with Apple Mail as well, says authentication failed. I've updated my Xfinity password, no changes. Looks like Comcast managed to brick their mail service. Nice job guys :).

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2 months ago

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XfinityAlfonso

Official Employee

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2K Messages

Hello user_b7li3t we've had several users confirm that updating the password is working for them. Have you had any success with this? 

 

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

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2 months ago

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user_kwk97g

Visitor

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3 Messages

2 months ago

I just tried the same password a few days later, and it worked. Very frustrating experience

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XfinityAlyssaA

Official Employee

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2.2K Messages

I apologize for the frustrating experience @user_kwk97g but am glad to hear that it's working again. Do you have any other questions or concerns our team can address at this time?

 

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

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2 months ago

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garybly1

Frequent Visitor

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11 Messages

2 months ago

I am having the same problem, so is my wife

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XfinityMatthew

Official Employee

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964 Messages

Hello @garybly1 Sorry to hear you are also having trouble accessing the Xfinity email in Outlook. If you have confirmed that the username and password saved in Outlook is correct please send us a direct message with your full name and service address and we can troubleshoot it further. 

To send a "Direct Message" to Xfinity Support: 
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 
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

Like

Reply

2 months ago

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selphie2

Frequent Visitor

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15 Messages

1 month ago

Same issue for me. Xfinity has been awful here lately. My phone won't receive calls on 2.4 GhZ and it hops around and drops all the time. Normally that isn't an issue, but my mother in in a hosptial in another state while I'm recovering from spinal fusion surgery and I need to get my calls, not straight to voicemails. Now my outlook email isn't working.

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XfinityRay

Official Employee

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3.3K Messages

Hello, @selphie2! I am sorry to hear about your mom and your surgery. We wish you both a speedy recovery! We are happy to help further with your connection and Outlook. Are you seeing a certain error message come up in Outlook? Are you using old Outlook or new Outlook? Are you using that on your phone or a different device? 

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

Like

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1 month ago

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