Hello, @user_dggq8u! Just to make sure I understand you correctly, you are unable to log into your account and you do not have any recovery options, correct? Do you have an active Xfinity cable account?
Last week, I received an email from Xfinity telling me that the password had been changed by a secondary user on my email account. Emails stopped arriving for a while, then some emails has come through. I've changed my email passwords, deleted all but one of my secondary emails, and I'm now trying to determine what happened. I'm not sure if I have control of the email account or not. (I do have cable as well as email.)
Thanks for the follow-up and further details. I'm glad to hear you were able to reset your password, and you have access once again. For security purposes, another user wouldn't be able to update your login credentials as you can read about here https://www.xfinity.com/support/articles/primary-and-secondary-accounts. Can you provide a screenshot of this email if you still have it on hand?
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.
A secondary user on your Xfinity account recently changed the email password on their account. If you believe that this change was made by an unauthorized person, please call Xfinity at 1-800-xfinity and we'll be happy to assist in any way we can.
Thank you so much for the screenshots user_dggq8u! I would recommend calling into that number, and speaking with our Customer Security Assurance Team to investigate the email and ensure to report the suspecious activity. Please let us know if you have any further questions or concerns.
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.
Thank you. I was helped by Ms. Julia at Customer Security Assurance, who was kind and patient. The accounts have been secured!
Very glad that Customer Security Assurance and Ms. Julia were able to help with this! Thanks for letting us know!
I am not a Comcast Employee. I am a Customer Expert volunteering my time to help other customers here in the Forums. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark an Accepted Answer!
XfinityTony
Official Employee
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1K Messages
8 months ago
Hello, @user_dggq8u! Just to make sure I understand you correctly, you are unable to log into your account and you do not have any recovery options, correct? Do you have an active Xfinity cable account?
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Again
Expert
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31K Messages
8 months ago
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