Sending Emails Fail after Required Comcast Password Update = authentication rejected

I have had problems for almost 24 hours. I started using the directions when you call for help. Then a long on line chat. A technical rep was to call me shortly and fix the problem??? 15 hours later no phone call. Get on another online chat, finally could get into main email, but trying to change the others on my account, has turned into a long agonizing unnecessary event. After being on the phone with support for 57 minutes for the 2 nd time today, now the wait time is over 100 minutes. They keep sending text codes to a land line, I have explained that at least 30 times. I keep giving them my cell number and then they pass me off to being on hold.

This isn't the experience we want, @user_a9iu7f. We'd like to help make things as simple and easy. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address, so we may further assist you?

@frankc23​ It quite typically involves sharing the username of the individual so that we can see in our logs what is going on.  Those usernames should not be shared in the forums.

Please ensure you can properly login to the webmail at https://connect.xfinity.com/ and if you're using a third-party email (Outlook, Thunderbird, Mobile), ensure that option is checked in your settings.  If you're having problems logging into the website, I would contact our CSA Department and see if they can assist you.

If everything looks good from that, you may need to DM myself or DaveL above to see if we can take a look at logs.  Again, we prefer the DM to share the username of the person having the issue.

Hi. Thanks. I just DM’d you. This just came out of the blue starting yesterday.

FYI:I was prompted to change my Xfinity login password, which I did, ( not my email password), but that’s the only change.

I can log onto webmail. But on my 3rd party Mac and iOS mail apps I  keep getting prompted to ask for a password, but the password is there. On Mac OS, Apple Mail I put in the password, and it says it cannot verify the password.

@frankc23​ same here - all Apple devices. They need to post a fix!

Hi there @frankc23. I am glad to hear you were able to change your password and access you email via our webmail. Now it looks like all you need to do is update the password on your Mac an iOS mail apps to the new password. 

Hello, @user_yqf7tw thank you for reaching out over Xfinity Forums for support. If you haven't checked your email settings. Here are some great articles I found, hopefully these can help resolve the issue: https://www.xfinity.com/support/articles/update-your-xfinity-email-settings.

https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email. 

Utterly ridiculous! I am having the same problem on all devices and I’m not an idiot. The fix should be posted and not have to go through XFINITY’s ridiculous time wasting channels. Funny how it happened right after I got spammed to upgrade my personal modem/router which is stellar and much better than their gateway is…

Hello @user_0vlvzz, 

If you are still having trouble accessing your email, please check out the steps provided earlier in this post. Firts you will want to ensure you can properly login to the webmail at https://connect.xfinity.com/. If you're using a third-party email (Outlook, Thunderbird, Mobile, etc), ensure that option is checked in your settings. You can also try completly removing your Xifnity Email from any 3rd party clients, and then add them back. 

If you have already done this, and you're still having problems logging into the website, the next step would be to contact our CSA Department for further assistance. 

Please just re-assure me that if I go into my iPhone (where Comcast isn't working now), select Settings, select Mail, then select Accounts, and delete Comcast from the Accounts, then re-add it (not sure how to do that), it will not remove Comcast from my HP nor my Mac, both of where Comcast is still working. Thank you.

@mmkrzus, that's a great question and it is just for that device. It wouldn't log you out of the other devices unless you change your password.

Hello @user_elafta! Thanks for taking the time to reach out on our Forums, and letting us know you're also running into issues with logging in. My team is here to support you, and we definitely want to get to the bottom of this for everyone. 

Just to confirm, you did successfully change your password, and now you're unable to log into your Xfinity online account, is that correct? 

We look forward to hearing back from you.  

Me as well. I'm the only user on my account, and have  2 UserIDs associated. I only ever use one, mostly,, and successfully changed the password on that, and on my email app on my IPhone. However the OTHER user ID, which I almost never use, when it prompts me to change, wants to send the code to an old email address which no longer exists. It will not let me change that recovery email. Using the text app or the person on the phone gets me nowhere. So, I cant even access that user ID on my laptop either.

Comcast needs to get their act together.

@user_57pzvq Hello! Please try clearing your cookies and cache in the browser you are using. We also recommend deleting and re-adding the email settings for Xfinity which you can find here (https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email).

Hey there, @deezlwex! I am very sorry to hear about the 2nd User ID for the recovery and an old email address. We will certainly document the feedback regarding the availablity to do so on your end as we are always looking for ways to improve our customer experience. We would recommend reaching out to our Customer Security Assurance Team here for assistance with recovering the User ID for password reset.

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

...and who decided that opening the xfinity app on another device would be a clever way to authenticate logins??

@denovosys​ yes, I’ve switched to using protonmail and it works beautifully- Comcast mail is 99.9% spam anyways so I’m just ditching it. Thinking it’s time to just ditch Comcast once and for all… this [Edited: "Language"] all started because I was being spammed to upgrade my plan. When I chatted with tech support I was told there would be a fix with in the hour and if they couldn’t fix it, I would be issued an escalation support ticket. All I saw after that was a link for a new contract to upgrade. Total bait & switch [Edited: "Language"]!! I responded with a fast NO to the link but will likely see the new charges on my account. I saved all the chat and “contract” info to fight them but I’ve been here before… not ethical at all and I’m too old to give my time and money to people and corporations that are full of [Edited: "Language"].

Updated Main Account Password eariler, and of course now Secondary Email account no longer can hardly send or receive emails

Already cleared browser cache on system i use the most to check my Secondary Email 

Guess Main acccount password changed successfully or i hope lol

@denovosys We would recommend removing your Xfinity email settings completely and then re-add them using this link (https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email). If you are using a browser to check your email, please make sure to delete your cookies and cache as well.

Welcome to our Community Forum, @user_lsq1dw! Let's work together until we figure out what's going on with your Email account. What troubleshooting steps have you tried so far? It sounds like your phone is using outdated cached data, which will need to be cleared before you can sign in using the new password. 

@user_929999​ Can you send me a DM with your UID and maybe the IP of your system?  I can try to look at more detailed logs.

@user_av7awk​ Have you updated your password in both the "Receiving" and "Sending" configurations for your client?

Yes, I have updated the password for both receiving and sending.