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user_dob1u6
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2 Messages

Tuesday, March 11th, 2025 12:48 PM

Unable to Change Password for Old Email due to WiFi Connection

I have an old xfinity email (created in the aughts). A long time ago I set it to forward to my primary email and have left it be.

Recently I have gone to try and access it but had forgotten the password. When I try to reset the password it asks that I sign into home wifi. I have signed in to my home wifi as well as my parents (as I had lived with them at the time I had last logged in to the old email) but neither have let me past that page.

How can I get my password reset?

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Updated 

1 month ago

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Accepted Solution

XfinityThomasC

Official Employee

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2.4K Messages

1 month ago

Hello, @user_dob1u6 

Is this email from an account that is no longer active? When was the last time you accessed that email account? Xfinity customers can still use their Xfinity Email address if they have logged into their account using the Xfinity Email website within 90 days prior to downgrading or disconnecting service. 

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user_dob1u6

2 Messages

Hello!

I haven't logged into the email in some time (I don't remember the exact time frame, but definitely longer than 90 days).

It is still receiving emails and forwarding them to me.

Thanks!

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1 month ago

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XfinityFrank

Official Employee

 • 

1.2K Messages

I see. Thanks for those details, @user_dob1u6. If it's been longer than 9 months since you've signed in to the portal, then options may be limited. More information can be found here : https://www.xfinity.com/support/articles/using-email-only But we can see if we are able to view the account to be sure. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address for where the email address was assigned. Thanks! 

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1 month ago

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