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Doc59
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18 Messages

Wednesday, May 29th, 2024 2:34 AM

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Suddenly cannot access secondary email

Long time Comcast customer. Suddenly cannot access my secondary email account, xxx@comcast.net. Keep getting error message "authentication failed". When trying to change password get "entered credential or authentication does not work or are no longer accepted by provider. Please change them". When try to change password does not accept. Tried live chat support and got bumped through several layers and a promise that advanced support would get back to me, so far no contact. I am not aware of any changes made by me to cause this. Also the email account based on my xfinity ID works fine and it uses the same settings as the problem account. Please help. Thanks.

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Updated 

2 months ago

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Jenny2.0

1 Message

6 months ago

Following this, Doc59... in the same boat, although I just started the process. Not sure if I have been hacked or if an issue on their end. The solution so far is the same - "advanced support" will help me in 24 hours (guess I shouldn't hold my breath).  She did try to sell me xFi Complete. Said having that would protect me from my current issue? My reply was, please resolve my current issue before I consider giving Xfinity any more money. Sorry not helpful, hope they fix it for both (all) of us soon.

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janswers

Visitor

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21 Messages

Having the same issue. Getting help by support chat is a tedious, mind-crushing exercise. That's made even worse when they can't fix the issue. Then they want to pawn you off to the 'advanced team', whatever that is, to start the process over again. When I asked is my issue so unusual to have to be kicked up to the 'advanced team', the question was brushed aside.
3 hours later, issue remains. Pathetic.

6 months ago

0

XfinityJeniece

Official Employee

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2.4K Messages

Hey there, Jenny2.0, thanks for reaching out through Xfinity Forums regarding your account concerns. Are you still having the same issue? Have you heard anything from the Advance Support Team?

 

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

6 months ago

0

XfinityAmandaB

Official Employee

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1.6K Messages

6 months ago

 

Doc59 Thank you so much for your post for help with your additional email address. Having secondary emails is great especially if you want to help limit Spam/junk emails to your main account. To keep an email address active it does need to be accessed within the last 12 months. If you have not logged into the email address in the last 12 months the account may have been disabled causing the issues with the reset. We also added additional authentication steps in the past to help customers have alternate password/authentication options to access an email address if they do not currently have access. With these new authentication steps, you may need to clear your computer's cache and cookies before attempting any password resets as well as making sure all cookies are accepted when visiting Xfinity.com. You can do this at the very bottom of the screen in a black bar make sure to accept all cookies to ensure the site works as it should. If you are still having issues please let me know we are always happy to help! 

 

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user_avql1q

1 Message

@XfinityAmandaB​ I have had several comcast email addresses for a number of years. Yesterday, in response to a comcast email advising me to change my password, I did so for the primary email address which is also the logon to Xfinity. Now MS outlook tells me it can't synchronize the main email address. However, all the others still work well. I have tried multiple ways to reestablish the connection but all fail. I can log on to Xfinity with the new password without problem.

6 months ago

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XfinityTony

Official Employee

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1K Messages

@user_avql1q Hello! Can you try removing the email address from Outlook and re-adding it? Also, let's make sure the email settings are configured correctly (https://www.xfinity.com/support/articles/configure-outlook-express-xfinity-internet?view=app).

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

6 months ago

0

user_vb8h71

1 Message

6 months ago

I’m having the exact same problem Re: Suddenly Cannot Access Secondary Email (Comcast).

On May 28, 2024 @ 7:30am I received my last email in my secondary account Inbox.  On the Xfinity email page, there was a black triangle next to my secondary email folder indicating an error.  If clicked, it displayed this message: “The entered credential or authentication information does not work or are no longer accepted by Provider.  Please change them.”

If you try to edit the account, it is not permitted.  Website suggestions to use the “Reset Your Password” screen don’t work’.  Updates to secondary emails are not allowed. Message stated “Validation of server imap.comcast.net failed due to invalid credentials.”

Also suggestions that you can log into the Primary account and make updates to secondary settings are no longer possible (assuming they once were).

Note that the primary account is fine.  Unfortunately, 90% of my emails are in the secondary account.  I’m in a panic that I no longer can see the bulk of my email.  Senders will not know I am not receiving their emails.

As suggested by their website, I did update the Primary password on the Primary acct, but it had no impact on secondary emails.   I have been unable to get resolution from Xfinity, but it appears not to be isolated.

I have not made any changes to my Comcast email in months.  I suspect that Xfinity made a security change around May 28 that is causing this.   6/2/2024

2

janswers

Visitor

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21 Messages

@user_vb8h71​ I hope you don't wind up like me. 5 days ago I got the same error messages. I tried all the suggested fixes and nothing worked. Several hours in a support chat failed to fix it. Was recommended I contact CSA, Comcast's elite fixers. 2 more hours on the phone with them and my critical secondary address is gone. My understanding is that secondary email addresses need verification in order to change settings. Verification is accomplished by linking to the physical, street address when the account was created.
In my case, the email account (which includes my name!!) is not associated with any address in which I've lived at for the past 30 years! How this is possible I haven't a clue. It got so absurd I was using Google maps street view to track down long ago forgotten addresses. None of it makes sense. They tell me there is nothing they can do. The account is listed and visible to them and I assume getting messages that won't be seen. Unbelievable. 20-30 years of sign-ups, linked web accounts are gone. A catastrophe.

Good luck. I hope it works out for you.

6 months ago

0

XfinityThomasA

Official Employee

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1.8K Messages

Thank you for your detailed post and for joining us here on the Xfinity Forums, user_vb8h71. Are you able to access the secondary account inbox via Xfinity Connect? Or, what email client are you using?

 

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

6 months ago

0

us010144

New Poster

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3 Messages

6 months ago

Same issue here...secondary email accounts have gone dead. C'mon XFinity....we are depending on you and you obviously did something which turned these off.

The two secondary accounts on my end, are used each day. I noticed that Users are no longer able to add secondary emails...which is also really bad news. If that is the case, it could be related to our lost access. Please help us!!!

3

XfinityAdrienne

Official Employee

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911 Messages

Thank you so much for reaching out to us here on Xfinity Forums us010144! How are you accessing the email? Are you using a third party mail client? 

 

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

6 months ago

0

us010144

New Poster

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3 Messages

My issues were resolved today after escalation to XFinity Customer Security Assistance Group. They were able to reactivate deleted secondary emails and I was able to access again by creating new password once they confirmed accounts were reactivated. Xfinity.com/password

Note..secondary emails, apparently, are no longer visible in Primary email account view.

Also, when creating new passwords for secondary email(s), I had a few, it will not allow you to use same cell phone or email address for two factor authentication for multiple email accounts. So be careful on set up and hopefully you have other numbers and emails to use.

6 months ago

XfinityShawn

Official Employee

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1.1K Messages

 

us010144 I am glad to hear our CSA team was able to resolve your email issues. They are the experts with these issues, and have the capability to get it resolved. My team is alway here for you. Take care, and have a good day. 

 

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

6 months ago

0

user_gp19l7

1 Message

6 months ago

I have the same issue! My secondary email accounts give me the message"The entered credential or authentication information does not work or are no longer accepted by provider. Please change them." Change WHAT? Xfinity, what did you change? How can I resolve this so I have access to my email?

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XfinityShawn

Official Employee

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1.1K Messages

 

user_gp19l7 I would recommend to call in at 1-800-934-6489, and request to be transferred to our Customer Security Assurance (CSA) team. Another user on this thread mentioned they were able to get this email issue resolved.  

 

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

6 months ago

user_obqwg2

1 Message

4 months ago

Most likely have to change your password within your main account for this issue to be resolved.    Xfinity puts your account on a block if you don't change email password very often.

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janswers

Visitor

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21 Messages

Have you read any of difficulties users have spelled out in this thread?

4 months ago

0

user_66a150

Visitor

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2 Messages

have changed password.  makes no difference

3 months ago

0

user_dn8oi5

3 Messages

4 months ago

I am having the same issue as of July 11, 2024.  My daily most used Comcast email address on our Comcast account suddenly stopped sending any email to my Apple devices, and no messages show up when I access my mailbox at "connect.xfinity" either ... matter of fact there are none of the normal subfolders like inbox, drafts, trash .... only a message on the screen that says empty. I'mm getting email in my main email address and another Comcast email address but not the one I use most.  The odd thing is that when I send an email to the problem address it does NOT bounce back, which means it is being sent somewhere .... just no where that Xfinity can identify. 

After not being able to access with my old password I tried changing the password for the problem email address and still get the "Error. The provided login data to access mail server imap.comcast.net seem to be wrong. Please correct them."  I've gone through every relevant FAQ on the site.

So out of the blue only this one email account stops working and unfortunately some sites that I access that uses this email address want to send a verification code to the email account that I cannot access.  When I talk to the vendors I'm told that I have to contact my service provider.  When I contact my service provider I cannot get this straightened out and never get to talk to a person that listens to the steps I have already taken.

I've had this email account with Comcast since we first got our cable modem over twenty years ago and haven't had a problem with any of the email accounts, but now when I actually need customer service?

Come on, Xfinity, you created a problem and make it [Edit: Language] to get it solved.

(edited)

2

janswers

Visitor

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21 Messages

I find it astonishing Comcast has not come up with a fix for this. One of the basic functions of anything computer related, changing a password, whether it be primary or secondary, is seemingly impossible in Comcast's system. It's been months in my case. And the verifying code sent by lost email account, when changing credentials, is just another kick in the teeth. A sorry situation.

4 months ago

0

XfinityMartyR

Official Employee

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1.5K Messages

 

user_dn8oi5 Thanks for reaching out about your email concerns. I would recommend reaching out to the Customer Security Assurance (CSA) Team (888-565-4329) to see if they can find that email account. They are the experts when it comes to Comcast.net email 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.tick

4 months ago

0

user_66a150

Visitor

 • 

2 Messages

3 months ago

Same issue.  But with only 1 of my secondary addresses (which I have used for years).  Cannot find help anywhere.  All the settings seem right, and worked fine just a few days ago.  Can still access the email through the web.  But what a nuisance

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XfinityAmira

Official Employee

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3.8K Messages

Hello @user_66a150, thanks for reaching out on our Forums. We appreciate you being a long-time customer with us, and I am sorry to hear you're also experiencing issues with your email through Outlook.

 

For troubleshooting purposes, can you try removing the email address from Outlook and try re-adding it? I would also recommend reaching out to the Customer Security Assurance (CSA) Team (888-565-4329) to see if they can find that email account. They are the experts when it comes to Comcast.net email 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.tick

3 months ago

0

user_dn8oi5

3 Messages

@user_66a150​ call the number.  It was the only way I was able to get this straightened out.  Good Luck.

3 months ago

0

user_dn8oi5

3 Messages

2 months ago

Back to square one  Once my initial problem was solved a different secondary email started the same problem  Time to call CSA again unfortunately. Honestly, Xfinity causes their own headaches.

1

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XfinityDilary

Official Employee

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1.8K Messages

 

Thanks for posting on our community forums, user_dn8oi5! I hope you're doing well. Did you get a chance to contact our CSA team? 

 

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

2 months ago

0

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