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user_lyjs45
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Saturday, August 15th, 2026 12:05 AM

Subject: Active Customer - Requesting Tier 3 Help to Re-Link Deleted Inactive Username (Holding State)

I am an active, paying Xfinity Internet customer. My secondary Xfinity username/email [Edited: Personal Information] was removed from my account dashboard due to the 90-day inactivity policy.
Phone support states they cannot reactivate it. I understand that the inbox data is permanently gone, which is fine, but I need the username itself manually re-associated and linked back to my active customer account profile as a routing identity so I can receive mail at that address again. Can a Corporate Digital Care Team admin please help me look into the system's locked holding state for this ID?

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10 days ago

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XfinityAlfonso

Official Employee

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2.8K Messages

10 days ago

Hello user_lyjs45, thanks so much for reaching out to us with these Xfinity ID questions! When an Xfinity ID and email are closed due to inactivity, there is no guarantee that either the ID or email can be restored. However, our experts with Comcast Customer Security Assurance will be the ones who will be able to do what's being requested. 

 

 

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week

Contact: 1-888-565-4329

 

Please feel free to reach them during their operating hours. 

 

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user_lyjs45

4 Messages

I called, they did not state they could not fix it but rather kept quoting the 90 day inactivity policy 

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10 days ago

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XfinityRay

Official Employee

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4.2K Messages

Thank you for letting us know what you found out when you spoke with the CSA team, @user_lyjs45. I understand that can be tough when we are unable to restore the email box for you. If you want to create a new Xfinity ID for your account, these steps show how, https://www.xfinity.com/support/articles/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 as Best Answer.tick

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10 days ago

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user_lyjs45

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As I mentioned, I do not need to restore the email inbox. I need the email functional as it is linked to important accounts. Can someone from Corporate Digital Care Team please review.

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10 days ago

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XfinitySeth

Official Employee

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1.5K Messages

We have to adhere to the same 90-day policy that our CSA quoted you on. The email address is not able to be made functional again due to the inactivity policy, unfortunately. Even with us being the Corporate Digital Care Team, we do not have the ability to overstep that policy to restore the email address functionality again, nor do we have an escalation path that could see that done. Apologies for the inconvenience.

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10 days ago

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