No, Xfinity is pretending that all is well, so had to waste too much of my own time to figure it out thanks to fellow community members.

I too am having the same problem with my daughter's secondary email account

Hi @user_0zmbuz, are you still an issue with getting the password reset on the secondary email address? We are happy to assist you further should, you need assistance still. 

So sorry to hear that @user_a2lb5i but I'd love to help. Could you please direct message me 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_0zmbuz​ 

I'm also having this issue. Have you been able to resolve it?

So - the solution is to change my "manager" account, where I have most account permissions, (my husband is the primary account holder and this is under his account I am posting this) to a "viewer" where I have virtually no permissions, to be able to reset a password at their insistence, log into my comcast account at comcast e mail?? I appreciate your help but to me that is an unacceptable workaround to comcast's mess up.

Thank you for reaching out to us here @Man1958. That work around will work if you cannot change the account password from the https://xfinity.com/password site. If you are able to access that site 

1. Sign in to xfinity.com.
2. Click the Account icon  and select Account and Identity from the drop-down menu.
3. Click Xfinity ID and Security under Your Information.
4. Scroll to the Security section and click Change password.
5. Enter the new password and confirm it by entering it again. Then, click Save.
   
   

Note: Each member can update their own password. The Primary user can update the password for a viewer.

I am trying to change the password for a secondary user but when I click on their name in the drop down list of everyone's account, it is just bringing me back to that same page. We no longer have Xfinity as our provider, we moved to another state that you are not in, so we are no longer a paid "active account". How do I do this?

I no longer have xfinity services except for email. One of the Manager accounts can no longer access emails because of a forced password reset by comcast.  I logged in as Primary, navigated to Account and Identity. When I click on the Manager account a bunch of screens flash with progress inidicators, then I am returned to the Account and Identity page with a message "This account is no longer active. Users cannot be added."

I don't want to add users, I want to change the password of one. Any ideas besides call comcast?

@jtinnormal​ This is exactly what is happening with my account. I tried to call and you end up in a automated system that takes you in circles, so calling doesn't seem to get you anywhere

Everyone must be calling this number.. Been on hold for 40+minutes waiting to talk to someone.......

We are sorry to hear about the wait times, @user_9hkfvp! Our Customer Security Assurance Team is definitely the right team to dive into the email access concerns and will get everything resolved as quickly as possible. 

Nice try Comcast.  Create fancier names for these people that answer a few of our calls after extended wait times.  I pity those you put in the call center who ONLY get a constant stream of upset complaining customers.   Most of them have no clue why you did this to ALL customers but the general consent is that you were hacked OR suddenly became aware and woke up to how many providers have been hacked.  That is a good realization, but the protection was executed as a knee jerk reaction and handled as a knee jerk reaction instead of a planned system wide upgrade.

Hey there, @user_9hkfvp ! I am sorry to hear you are unable to access the email at all, it certainly is not what we want for our customers. Are you getting an error after resetting the password or is it just looping you back? 

why not READ the comments here on a self-help forum YOUR COMPANY told us to use to share information?   You will see that the problem is exactly the same for all of us.

Hello, @user_t5cqah! Thanks for reaching out about the password reset sending you in a loop. Have you tried the steps that John G. listed above to change the password? The Primary User can change a Viewer's password from there. Have you tried clearing your cache and cookies as well? 

@user_t5cqah​ 

           
Hi user_t5cqah ,

                                 I experienced the endless loop as well .  After a data breach two years ago I changed my email address and password .  The only way that I could access my email was by turning off the two-factor authentication .

         Additionally , the Community employee claims that they can't change my email address .  I haven't participated as much because I have to come to this platform to check for messages . I sent myself an email at the old address ~ postmaster returned stating " Comcast says not our customer " .   I'm in the process of exchanging correspondence with Tom K. @ customer service to resolve it .

       It's remarkable that I pay $300.00 a month for my services and have to solve my own problems due to the company's mishaps !  Someone should be paying me .
      The Xfinity assistant chat bot is not capable of handling most of my issues , I need a two way conversation with a human being , like other Internet Service Providers use . 
     If the ignorance continues , after Tom K. the next step is the Federal Communications Commission  !   Comcast was an excellent ISP back in 2008 .

Things have changed since then and not for the better .

☹️

Christine I've had no choice but Comcast since 2000.  it has NEVER provided acceptable internet service speed much faster than copper pair "DSP" required to do my work from home.  You are lucky to say "Comcast was excellent" because my neighborhood had no choice  until I moved in.   Together with all my neighbors, we made up a petition to force Comcast to feel our pain as you suggest.  When Verizon and DirecTV saw our petition they started putting in the infrastructure to force them out.  DirecTV provides stunning signal strength with only ONE exception during the blizzard which was due to half of my dish being covered by snow!   Comcast becomes intermittent every time there is a storm and it often takes a week to resolve the issue.

For internet, I require a meager 100 Mps speed and I've been paying extra for Comcast speed "BLAST" supposedly ensuring "lightening fast speeds" which averages barely 500 Kbps!   Since switching to Verizon my average is TEN TIMES FASTER than the best Comcast ever provided AND they do it for the same price but with service that is excellent.  IF you have the opportunity, put your money where you mouth is.  If not, make it happen.  One person against a pure profit motivated company is ineffective, but a community of 30 was plenty to shake them up.  Now they call me to beg for me to switch back.  Good luck!

@user_hbj1r8 Thank you for reaching out on the Xfinity Community forums. I would recommend reaching out to our customer security assurance department that has been recommended in the thread. They will be best to assist with the email concern you have. 

Thank you for letting us know that you were able to get the password updated and for sharing how you fixed it, @user_uw56su! I am glad to hear you were able to reset it by logging in as the Primary User.

Here are the steps to Change a User Role.

1. Sign in to xfinity.com as the Primary user.
2. Scroll to view the users on the account.
3. Click the user whose role you'd like to change.
4. Under the Manager Permissions section, click Change Permissions.
5. Choose the user role you'd like the user to have, then click Continue.
6. When the role is successfully changed, you'll see a confirmation message.

Do you see the option to change it or is the Change Permissions button not showing? 

@user_ycmm68​ 

Comcast is a joke. I can log in with my old account number and 3rd party email address, but it's set as the manager account. I lost the primary account password, and I can't reset my secondary account password because if it.

You need to call:

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

They can help you with your password problem.

Thank you for reaching out to us on our community forums @user_fk2n68! To reset your Xfinity password we have this really handy article. You may need to clear cache and cookies on your devices before attempting to reset the password again.

Do you as an official Comcast Account Executive have a clue?   Why place blame on the browser by using the excuse to clear cache and cookies?  The problem is with YOUR system not the browser which is not a problem for anything else.   Take just a moment and put yourself into our shoes.  Think before you make such a sweeping useless comment which simply causes more confusion!

Hello @user_3yodp4, thank you for taking the time to reach out on social media.  I understand your concern with the email, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

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

@jbahlinger​ 

You need to call:

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact CSA by calling CSA Toll-Free Number: 1-888-565-4329. @jbahlinger

@jbahlinger​ Yes, I have the same issue. The people on the end seem dumbfounded. I spoke to 3 of them over 1 hr and 10 minutes before they hung up on me. None of these things in the chat work to reset a password on a secondary email acct which you no longer have an Xfinity active account number .

Hello @user_830fec ! Do you have access to the primary account that the user ID is attached to? If so, can you tell me what happens if you try to change the password for the secondary? Thanks!

When clicking on any secondary user from the https://customer.xfinity.com/settings?role=primary screen, the screen first navigates to https://customer.xfinity.com/settings/users/secondary-user?userId=<redacted>Comcast.cust&role=Viewer, but then quickly auto-redirects back to  https://customer.xfinity.com/settings?role=primary

So, there's no ability to modify secondary users.  

Hello @user_k5h8bj. Were you able to reach our CSA team for assistance with resetting the password, or able to get it done online at this time?