Problem Fixed!

I had same problem, as well as same frustration calling, holding, and no one being able to help.  After almost 3 hours on various extensions, mostly holding, I finally got the help needed.  Call 844-963-0185.  I believe this number is associated with Xfinity CSA (Customer Security A????).  Spend a little time explaining your situation and answer their questions.  I was sent on to "Level 2" support because the old account my email was associated with had been closed for several years and they were wanting to get that old account number.  I spoke with "Sam", and lovely young lady with Level 2 support.  She created a temporary reset, and walked me through the process which was slightly different than previous, and exactly what needed to happen.  I have my email open now and access to all of my messages for the last 10-15 years.  DON'T listen to the customer service folks who tell you that your email account no longer exists!    Also, another CSA phone number is 888-565-4329, but this seems to be a big point of entry with wait time noted as "more than 40 min".  Good luck all.  Sam fixed it and was pleasant, friendly and helpful.  

Good afternoon @user_yo81kj, and thank you for reaching out on our Community Forums with your email concerns. We are aware of an issue prompting customers to reset their password when attempting to access their email if they have not changed their password for an extended period of time. Have you been able to successfully reset your password? You can reset your password by following the instructions here https://www.xfinity.com/support/articles/changing-or-resetting-your-password. Please let us know if this helps or if you are still having trouble signing in to your email. Rest assured, our team is here to help however we can.

Why are we forced to reset our passwords if we do NOT want to?  My password is 8 characters, upper and lower case letters, special characters and non sequential numbers. None of the characters has anything to do with my name, address or birthdate.  I think you've just [Edited: "Language"] and want us to help you fix it.  If that's the case, tell us.

@user_g55yn6​   I too have not been able to receive my primary email after a forced password reset.   It's been about 10 days now and I have a spoken with Xfinity twice.   The first time they elevated my case and said someone would call me.   Someone did call the next day but they had no more expertise than the first rep and just wasted another hour of my time jumping thorough the same hoops that we went through the day before.   Eventually she said "we will work on it from our end and get back to you".    That was many days ago.   Xfinity - If you are going to force password resets on your customers,  how hard is to test your system beforehand and make sure the password resets will work soothly?  I missed several family & friend's Holidays events as I did not get the email invites.   

@user_337458 Sorry to hear that. If you're having issues getting your email please direct message your full name and address. 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window

• Press Enter to send your message

@user_se88vm Thank you for reaching out via our Xfinity Forums. I am sorry you have had some frustration with your Xfinity billing and would be happy to review it with you to see if there is anything we can do to help reduce it. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Hi, @user_zdee6l. Thank you for reaching out. I'm sure it has been frustrating for him trying to access the account. The password reset online is the best option. Since it pertains to his account, I would have him reach out directly when he can.  I ask that you reach out privately, so we can cover the details. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

Hi there, @user_uxhz6t Thank you so much for your time and patience. I do apologize, I understand how much for an inconvience this is for your wife. You can only have 1 telephone number tied to an email account, due to 2FA which is an important security feature.-Richard