Reset your Xfinity Password

Question 1

What are the different ways to Reset your Xfinity Password?

Answer 1

• Reset Your Xfinity Password with the Reset Tool
• Change Your Xfinity Password via My Account
If you need instructions, we got you covered:
• Reset Your Xfinity Password with the Reset Tool
• Change Your Xfinity Password via My Account
• Change Your Xfinity Password via the Xfinity My Account App

Question 2

Make sure your new password follows these rules:

Answer 2

• Is 8-16 characters
• Has at least one letter and at least one number or special character
• Doesn’t include your first name, last name, user ID, or username
• Doesn’t include spaces

Question 3

How do you reset your Xfinity Password with the Reset tool?

Answer 3

1. Go to xfinity.com/password.
2. Enter your Xfinity username and click Continue. (If you’re not sure what your username is, go to xfinity.com/username.)
3. Complete the security check by typing the moving letters in the box. Click Continue.
4. Select the way you want to recover your password and click Continue. If you only have one recovery option available to you, you won’t see a list.
   o If resetting by email, you’ll see a screen confirming that a password reset link has been sent to your inbox. Open the email and click the link provided.
   o If resetting by text message, you’ll get a text from us. Enter that reset code here and click Continue.
   o If resetting by call, you’ll get an automated call that reads the reset code aloud to you. Enter that code here and click Continue.
   o If resetting by secret question, enter the answer to your question and click Continue.
   Note: If you enter an incorrect answer to your secret question three times, the secret question password recovery method will be temporarily disabled on the third failed attempt. You’ll need to pick another way to reset your password by clicking the Verify another way button. Once you’ve successfully reset your password, you’ll be able to use the secret question feature again if you need to.
5. Create and confirm your new password. Click Continue.
6. You should see a confirmation page when you’re good to go.
   Note: If you don’t have a mobile phone or non-Comcast email address listed on your account, you can call or chat with us to ask that we add that information so you can use it to reset your password. If you don’t have a mobile phone or non-Comcast email address to provide, you can reset your password using your service address, Social Security number and birth date if you’re using your at-home Xfinity Internet connection.

Question 4

How do I change your Xfinity password Online with My account ?

Answer 4

In addition to xfinity.com/password, you can sign in to the Users page within My Account to update your username and password or update them for another user on your account:

1. Sign in to My Account and select the Users tab.
2. Click Edit next to the user.
3. Scroll to the Username & Password section and click Edit next to Password.
4. Enter the new password and confirm it by entering it again. Then click Save.

Question 5

How do I change your Xfinity password using the Xfinity My Account App?

Answer 5

1. Sign in to the Xfinity My Account app on your mobile phone.
2. Tap on the Account Information section that shows your name and Xfinity username.
3. Tap the Change Password option.
4. Enter your current and new password twice to confirm it’s correct.
5. Tap Save. A confirmation screen appears.
   If your new password doesn’t meet our minimum password requirements, you’ll get an error message. The requirements are listed on the screen for you.

Question 6

What are the Password Security Tips?

Answer 6

• Avoid the obvious: A password based on a name, birthday, Social Security number or something similar isn’t a good choice.
• Longer is better: Use a password that is between eight (minimum) to 16 characters.
• Use the entire keyboard: Combine numbers, letters (upper and lowercase) and symbols to create a unique, secure password.
• Make sure you can reset it: Routinely check that your contact methods are up-to-date and verified (mobile phone number and/or personal email address).

Question 7

How do you change your Secret Question?

Answer 7

1. Sign in to My Account.
2. Click the Users tab at the top of the page.
3. Click Edit next to the account you would like to update.
4. Click Edit next to Secret question.
5. Pick a secret question type, enter the new question and answer, then click Save.
   o Note: To save a new secret question, you must first enter the password.

Question 8

What will happen after too many failed answer attempts for Secret Question?

Answer 8

An alert window in Einstein 360 will appear on any customer account for which the secret question feature has been disabled due to too many failed answer attempts. If the customer does not have an alternative self-service option to reset their password, follow the Password Reset Interactive Troubleshooting Guide (ITG