I haven’t been able to log in to my Comcast account for well over a year.  I called them today about an unrelated problem with my cableCARD and telephone service. While I had the rep on the phone, I mentioned the fact that I can’t get in to my account. The tech told me my username, and reset my password, which he then told me what the new password was, and I wrote it down.

A little while later, I went and tried to log in to my account. “The username and password entered do not match. Please try again.” was the response. I clicked “Forgot Password”, and was asked a security question (“What is your favorite beverage”). These security questions were initiated in the system after my account with Comcast was initially set up. Since I have not logged in since that time, it would stand to reason that I do not have any security questions set up. I certainly would not have chosen “What is your favorite beverage” as a security question since I don’t have a favorite beverage. I click on the “I can’t remember my answer” link. I am taken to a chat with an analyst. Below is a copy of the transcript. Personal details have been removed and replaced with “[redacted]“. No other alterations were made to the transcript.

CHAT ID: [redacted]
Problem: Attempting to retrieve password. Last time I logged in to the account was prior to when security questions were set up (I think).
Steve > Hello Jacqueline, Thank you for contacting Comcast Live Chat Support. My name is Steve. Please give me one moment to review your information.
Jacqueline > My Issue: Attempting to retrieve password. Last time I logged in to the account was prior to when security questions were set up (I think).
Steve > Jacqueline, I understand and I am sorry to know that you are experiencing a problem accessing your Comcast online account. I know how frustrating it is when you have something important to check and you cannot login.
Steve > By the end of this chat I am sure we will have resolved this issue together to your satisfaction.
Steve > Are you trying to pay your bill or are you trying to access your email?
Jacqueline > email
Steve > What username are you using to access your account?
Jacqueline > [redacted]
Steve > For your security, we do not keep your personal passwords in our system, but I can reset the password associated with this user name. Would you like me to reset your password now?
Steve > Jacqueline, before we proceed for security purposes, would you please provide the following information: 1. Full Name of Account Holder 2. Complete Service Address 3. Last 4 digits of SSN 4. Phone number in the account
Jacqueline > 1. Jacqueline Arsenault 2. [redacted] 3. [redacted] 4. [redacted]
Steve > Thank you for the information. Please give me a minute or two while I pull up your account.
Steve > Jacqueline, do you have your account number handy?
Jacqueline > [redacted]
Steve > While waiting why not take a minute and check out Comcast EcoBill? EcoBill allows you the benefit of a paperless billing online and the ability to setup automatic payments. For more information, check out http://customer.comcast.com/Pages/FAQListViewer.aspx?topic=Billing&folder=a6555cc4-2d3b-4ccb-bdf7-a281f0a702fd
Steve > Thank you for patiently waiting.
Steve > Jacqueline, I see you have Digital Voice service. In order to protect your account information online, I need to validate one more piece of information. You can either provide your security PIN, or if you don’t have that handy, we can call your homephone for verification of your account if that will be okay.
Jacqueline > I already have paperless billing, thanks.
Jacqueline > My home phone service is currently non-functional. I have a service appointment for [redacted]. The security pin – is that the voicemail access pin, or a security word? (I know both, just don’t know which one you need)
Steve > Jacqueline, are you trying to pay your bill?
Jacqueline > No. I pay my bill via my bank’s bill-pay. I haven’t been able to log in to my comcast account for at least a year. Every time I remember about it, I’m not at home.
Steve > Jacqueline, I would love to assist you resettng your password. However we need to verify your comcast homephonenumber for the verification of your account.
Jacqueline > You asked for my security pin. I’m just not sure what you mean by that.
Steve > The security pin is a four digit pin send to you via mail aftet the installation of the account.
Jacqueline > It is very unlikely that I still have that document. Any papers not kept are usually misplaced. I will try on [redacted], after my phone service gets fixed.
Steve > Jacqueline, I am so sorry about that.
Steve > We need to have these information for the verification of the account. thank you for your patience and understanding on the process.

*sigh*