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tonyjack
1st Accepted Solution
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12 Messages

Tuesday, September 10th, 2024 2:08 PM

secondary email account stopped working

For some reason, my secondary comcast email account stopped working today.

Outlook reports "Your IMAP server wants to alert to the following: 1014".

Web mail reports "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."

Neither Outlook nor web mail has a problem with the primary email account.

I've tried changing the email password on the secondary account via the settings on the https://connect.xfinity.com/ website but it gives me a "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them" message.

I've also tried both SMTP values for the Outgoing Mail Server Port Number: 587 and 465 (SMTPS)

Nothing has worked

Question

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Updated 

2 months ago

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Accepted Solution

XfinitySara

Official Employee

 • 

1.3K Messages

2 months ago

Thank you for taking the time to create a post with your email concerns, @tonyjack. I'm sorry to hear about the trouble you and others have had, and I would love to see what we can do to help! To confirm, have you recently viewed and confirmed your email account status as seen here?

5

0

sugarcitycalif

Visitor

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2 Messages

These email accounts have been continuously active for nearly 20 years and then two days ago, nothing.  Ive spent several hours on Xfinity live chat to try to resolve the issue, but no luck.

The last customer service person that I chatted with insisted that the secondary email accounts in question didn't even exist, when they clearly do.  Thanks for any help you can offer.

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2 months ago

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XfinityBenjaminM

Official Employee

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1.6K Messages

 

sugarcitycalif Thank you for your response! We'll need to investigate this further to see if we can fix it for you. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

 

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.
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2 months ago

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tonyjack

Frequent Visitor

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12 Messages

@XfinitySara​ 

Thanks Sara. I used the link you provided and changed the password on the secondary email account. After some work, I can access both accounts via Outlook which is my most important issue. I can login using Xfinity webmail to my secondary account. I can login using Xfinity webmail to my primary account.

The only remaining issue is that on Xfinity webmail page for my primary account, I have my secondary account shown and I used to be able to view email for both accounts. I would like to be able to do that but I can't figure out how to fix it (assuming it's still possible). I suspect the problem is that the secondary email now has a new password. Is there a way to remove the secondary email and re-add the email secondary email to the primary email account?

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2 months ago

XfinityGabriel

Official Employee

 • 

1.9K Messages

 

tonyjack, Sweet. We are happy to hear that you can now log in to the secondary account. 😀 Great question. You would only be able to view one XFINITY email ID on one profile at a time. Does this make sense? Here is a great link to more details on managing primary and secondary accounts. 

 

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

0

user_0069d7

Visitor

 • 

1 Message

Can someone from Xfinity reach out to me to resolve this issue?  I have 2 business accounts that are attached to my primaty account and they haven't been working since Monday.  I have tried to access them and reset passwords with no success.  

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2 months ago

0

sugarcitycalif

Visitor

 • 

2 Messages

2 months ago

Experiencing same issue 

1

XfinityBenjaminM

Official Employee

 • 

1.6K Messages

 

sugarcitycalif What troubleshooting have you done so far? We recommend changing your Xfinity Password for the account that is giving you trouble and then trying again.

 

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_hyz8q8

1 Message

2 months ago

Same issue keeps telling us our password and email is incorrect and that it cannot connect to the server. 

0

coffee_please

Visitor

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1 Message

2 months ago

Same here whats up with comcast???

1

XfinityGabriel

Official Employee

 • 

1.9K Messages

 

coffee_please, Hi there! Thanks for reaching out. I rely on some secondary emails that I use for my business so I understand the inconvenience that this has caused. I am sorry to learn about this experience. You've reached the right place. We are a team of expert specialists who are diligent in helping our XFINITY family members with email concerns such as this. We can help. May I ask when was the last time you attempted to access those emails? Have you also checked if that email address is still active using the link that my awesome colleague suggested in this post?

 

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

0

miked112

Visitor

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3 Messages

2 months ago

Same here. I use my secondary account for business.  I want some kind of compensation for business that I am losing.  Has anyone been able to restore their email account?

0

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miked112

Visitor

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3 Messages

2 months ago

Does anyone at Comcast read these posts?

2

user_l4g72u

Visitor

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1 Message

that is my question too sick of the

TOTAL LACK OF HELP

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2 months ago

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XfinityBenjaminM

Official Employee

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1.6K Messages

 

user_l4g72u Hello! Thank you for reaching out. Can you please provide more detail on the troubleshooting you have done so far?

 

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

0

tonyjack

Frequent Visitor

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12 Messages

2 months ago

Ran my normal Windows Update (every 2nd Tuesday of the month) to see if it made any difference with this Comcast email issue.

After finishing update and rebooting, the problem still occurs both on the webmail access and Outlook.

0

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JerrytheK

New Poster

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3 Messages

2 months ago

Same issue. Primary account is fine, one of the secondary accounts is AWOL.  

This is a system-generated message to inform you that your email could not
be delivered to one or more recipients. Details of the email and the error are as follows:


<[Edited: "Personal Information"]] said: 451
   4.2.0 Throttled -
   [Edited: "Personal Information"] (in reply to end of DATA command)
Reporting-MTA: dns; [Edited: "Personal Information"]
X-Postfix-Queue-ID: 2443AD803FC
X-Postfix-Sender: rfc822; [Edited: "Personal Information"]
Arrival-Date: Tue, 10 Sep 2024 16:02:40 +0000 (UTC)

Final-Recipient: rfc822; **********@***********
Original-Recipient: rfc822;[Edited: "Personal Information"]
Action: failed
Status: 4.2.0
Remote-MTA: dns; [Edited: "Personal Information"]
Diagnostic-Code: smtp; 451 4.2.0 Throttled -
  [Edited: "Personal Information"]

 

(edited)

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XfinityGabby

Official Employee

 • 

1.5K Messages

Hello @JerrytheK. Have you tested the same email address with another email account to check if you're getting the same error message?

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

0

user_g6r1my

1 Message

2 months ago

Same here, primary works but secondary will not even though it has worked for months. Cant find where to get help except from the stupid AI which is no help

0

0

user_96odoj

1 Message

2 months ago

I have the same issue, been working for years on this computer and now stopped working for 2 secondary comcast accounts.  I found that if I set one of these secondary accounts as the primary email address on my laptop it works.

7

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dgidlof

Visitor

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1 Message

Secondary accounts appear to be working this morning.

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2 months ago

0

XfinitySara

Official Employee

 • 

1.3K Messages

Thank you for that feedback, @user_96odoj. Are you able to confirm a resolution on your side this morning?

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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XfinityAlfonso

Official Employee

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1.2K Messages

Hey dgidlof glad to hear that access is working for you again! 

 

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.
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2 months ago

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user_065038

Visitor

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1 Message

"The entered credential or authentication information does not work or are no longer accepted by provider."

On 9/9 three emails stopped working.  Had similar a few months ago, you know, around the time of a certain 36MM email hack.  Did all the password changes on the top account and each email individually.  Again. My ISP is Comcast. My provider is Comcast. Went thru the hoops of escalation in search of answer to how my 'provider' no longer accepts credentials or authentication when I am logged into their site, thru their ISP and using their email service?  Change password is the answer.   After the requisite hours a weary tech finally said, "Its on our side. Those servers are not working. Give it another day". Eventually got two back, the third is still not working after 11 days. I dutifully check daily. While typing this I thought "Hey, let me change that password again, since that's the only thing I seem to be able to do. ( I did think about sacrificing a Gmail account to the gods: create one named 'ToXfinityAndBeyond" then delete it.)

Yellow pop up box says "Validation of imap.comcast.net failed due to invalid credentials."  Maybe day 12 is the ticket. 

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2 months ago

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XfinityJanelle

Official Employee

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1.3K Messages

Hi @user_065038 Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the email. I would be more than happy to offer my assistance looking into this further for you. Are you still seeing an issue with your email?

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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KD9GY1

Regular Visitor

 • 

2 Messages

2 months ago

Same here with my secondary account.  It somehow 'quit' during the first part of September, and as of now, I still cannot gain access to it.  Primary email works fine.  Yahoo email account also works fine.  But my secondary Comcast.net email address is not accessible.   HELP!

3

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user_3ormtz

1 Message

Me too. Same problem. Spent an hour on the phone with a tech who could not resolve.  Said it would be escalated.  Have not had any response since. 2 weeks with this problem.

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2 months ago

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XfinityMarcos

Official Employee

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1.9K Messages

Hello KD9GY1, I appreciate you reaching out to our Forum for help with your secondary email. My email is pretty important for my day to day, so I get where you're coming from on this. Are you accessing your emails through a 3rd party email client, or are you able to sign in to the Xfinity website to access your emails that way? 

 

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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XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @user_3ormtz! We regret to hear you’ve been waiting two weeks since this was escalated. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. 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

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2 months ago

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