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ChampCar
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Originator

Regular Visitor

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11 Messages

Wednesday, June 5th, 2024 7:48 PM

What are the odds of getting our secondary email accounts back?

Like others who have posted here I lost access to my secondary accounts.  As of a few minutes ago the primary account is still working.  

I am currently living in a location that provides another internet service provider so I no longer have Xfinity.

when I log into connect.xfinity.com I see:

”Error

The provided login data to access mail server imap.comcast.net seem to be wrong. Please correct them.”
I am unable to correct them.  Unless Xfinity has changed my login data that information should not have changed.
Will I be “locked out” of my primary email account at a future date? Should I update my accounts with a different email provider?  

thanks in advance.

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6 months ago

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XfinityAldrik

Official Employee

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1.7K Messages

6 months ago

Thank you for reaching out to us @ChampCar! For troubleshooting purposes could you please reset the password for those emails through our website following these steps.

 

After changing the passwords, could you please check if you can access the email through our website here?

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ChampCar

Regular Visitor

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11 Messages

Thank you for responding.   

To be clear do I need to change my primary account’s password before I can change my secondary account’s passwords.  If I try to change a secondary account’s password I get the following result:

Please work with your primary account holder to reset your password.

We are unable to change your password because there is not an eligible verified mobile number or email on file. You will need the Primary account holder to make the change for you. Once the primary has reset your password, please add a mobile number, or email address to your profile so we can better assist you with future password resets and troubleshooting.

Thank you.

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6 months ago

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XfinityAldrik

Official Employee

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1.7K Messages

Thank you for sharing that message @ChampCar! If you are able to sign into the primary account, you should not need to change the password for that email.  Based on the error message you received, this article here has the steps needed to change the password on secondary accounts using the primary username.

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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6 months ago

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ChampCar

Regular Visitor

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11 Messages

6 months ago

When I follow the instructions in the link (Change the password on secondary Xfinity accounts) only my primary account is shown.  In my original post I mentioned I am currently living in a location that provides another internet service provider so I no longer have Xfinity.  From reading other posts it appears that I’m not the only person in this situation.  

I would really like to get access to these secondary accounts.  I hope that you will help make this possible.

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XfinityAldrik

Official Employee

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1.7K Messages

Just to confirm @ChampCar, was there a different error message that happened when trying to change the secondary email passwords using the steps recommended for the primary username in this link?

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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6 months ago

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ChampCar

Regular Visitor

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11 Messages

No error message, but only the primary account is listed.  There are  no secondary accounts shown.

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6 months ago

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XfinityAldrik

Official Employee

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1.7K Messages

Now I understand! I had not realized the secondary usernames were not linked to the primary username. Could you please send our team a direct message with your full name and the secondary email addresses? 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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6 months ago

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ChampCar

Regular Visitor

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11 Messages

I’ve followed your instructions and I’m awaiting a response to my Direct Message.  Thank you.

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6 months ago

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janswers

Visitor

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21 Messages

@ChampCar​ Were you able to get an answer that solved the problem? I'm having the same problem. Spent several hours in both a support chat as well as a phone call with CSA, with each failing to resolve this issue. In both case, I didn't receive the options or suggestions that you've been provided. I mentioned this in another thread, wondering why some customers received a 'ticket number' and having their case 'elevated' as I was not offered any of these. I was some-what dressed down for asking why. In the end, I was lead to believe my secondary email accounts were simply no longer accessible.
Please let me know if your case has been solved. If a success, I'll just follow the directions given to you and try again. Hope it worked for you.

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6 months ago

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ChampCar

Regular Visitor

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11 Messages

6 months ago

@janswers​ 


Success!  (With a few caveats). My secondary email accounts were recovered today.  I called 1(800) 934-6489 (the number I got from Direct Message) which wasn’t a direct line to the Customer Security Assurance team.  I think my only choice from the automated system was sales but the sales office connected me with a department that connected me to the CSA team.

After verifying my old address and phone number, checking the secondary email accounts and having me close my browser tab(s) that were connected to “connect.xfinity.com” on my phone, laptop and iPad the CSA had me go to xfinity.com/password.  I entered one of my secondary account names and she did something on her end and then had me enter and confirm a new password.  We did the same thing for the other account.  When I signed back into “connect.xfinity.com” she had me go to Settings > Email Settings > Accounts and enter the new passwords for the secondary accounts.  She was going to walk me through changing the passwords in my iPhone’s Mail app but I was comfortable doing that myself.

One last thing - one of the emails on a secondary account was from Xfinity telling me that they reset my password.   Did they think I’d be able to read it after they locked me out?

Unreal. 

Bottom line?  You can get your accounts back. Patience and good luck.

(edited)

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janswers

Visitor

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21 Messages

Hey, that's great news. Glad to hear. I'm familiar with the process that got your accounts back. My case just veers off into the absurd. When I had CSA on the phone, none of the 4 address's I've called home for the past 25-30 years, could be found in there system. How is that even possible? It got so ridiculous I had used google street view to find the 2 oldest address's because I couldn't recall them. This, while the CSA rep was on the line. Each time it was nada. Was told, can't verify my accounts without an address. Infuriating. And the kicker is, ironically, one lost account has my name in the address! Can't make it up. I'll lurk this forum every now and then, in hope.....cheers

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6 months ago

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ChampCar

Regular Visitor

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11 Messages

Bizarre.


Yes, keep checking the forum.  I wish you luck.

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6 months ago

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