Comcast Secondary Address Emails Not Received on my Computer

[philw1776]

Using the Comcast software on my MacBook Air.  With this new email system I don't get any new emails to secondary (wife's, etc.) comcast email addresses.  Sent test emails from Primary. Not received.  BIG problem

[philw1776]

Are others having the same problem or are others' secondary addresses working?

[topfuels]

yes!  I have a post here too

[philw1776]

I opened up a Chat session with Comcast.  All the service person could do was send emails to my secondary accounts.  As was the case when I did this myself, no emails were received.  The tech escallated the problem and opened up a trouble ticket.  I have the #.
If others are having this same problem hopefully higher level support will resolve this fundamental issue.

Right now, my wife, etc. cannot receive any emails.

[08Cayenne]

Same exact thing as my problem, escalated to the highest level of technical support, whatever that is.

[Latoque]

Can you clarify--------do you mean you can't see the messages on the computer using only a browser and the webmail interface, or are you using a desktop email client like Outlook or Thunderbird?  Or something else?

[08Cayenne]

In my case I'm using the comcast interface with browser, they also are not updating on my iphone.  I've been traveling so I have not been in my email, when I get home yesterday I find that my 2 secondary email accounts have not received any emails since Wednesday morning, very early.  I have not been in my email so this looks like a problem that has come up since the upgrade.  These 2 secondary accounts are now in a folder, which I don't remember this being the case previously.

[Latoque]

---

08Cayenne wrote:

In my case I'm using the comcast interface with browser, they also are not updating on my iphone.  I've been traveling so I have not been in my email, when I get home yesterday I find that my 2 secondary email accounts have not received any emails since Wednesday morning, very early.  I have not been in my email so this looks like a problem that has come up since the upgrade.  These 2 secondary accounts are now in a folder, which I don't remember this being the case previously.

---

Try sending yourself test emails to those accounts from another, non-Comcast, account you may have like Yahoo or Gmail or something.  Do they go through OK?

[08Cayenne]

Thank you for the help, I tried sending both accounts test emails from gmail and our work email system.  Nothing came thru.

[Latoque]

Then I can only suggest you call Comcast security and see if they can look at the accounts for any blocking issues--------------------------

Comcast Customer Security Assurance-------------------

Normal business hours (6:00 am to 2:00 am EST, 7 days a week)

1 - 888-565-4329

[philw1776]

"Can you clarify--------do you mean you can't see the messages on the computer using only a browser and the webmail interface, or are you using a desktop email client like Outlook or Thunderbird?  Or something else?"

Safari browser & Chrome browser using Comcast webmail interface.

Sent emails from primary address to all secondaries, not updated or seen. Sent emails from my gmail account (finally used it!) Same.

Comcast chat tech repeated my test and sent external test emails to my secondaries.  Not updated or seen.  Same null result. 

That email transmission was the extent of Comcast 1st level troubleshooting.

Wife can't receive emails for her personal account or customer emails to her rental account.

One might think a generic issue like this could be found in Beta test.  Maybe it only affects a few folks and is some kind of accidental blockage  set in some Comcast user mis-configuration.

[Latoque]

My Comcast email works just fine.  I can only suggest that you call Comcast security and ask them to look at your account for any blocking issues-----------

Comcast Customer Security Assurance-------------------

Normal business hours (6:00 am to 2:00 am EST, 7 days a week)

1 - 888-565-4329

[philw1776]

Comcast Security good idea, but no help. Had me repeat what I've done for 2 days.  Sent me test emails which were not received.
Tried both Safari & Chrome browsers.  Cleared caches, reloaded, etc. numerous times.  Only Primary address email works.

Cut a CR trouble ticket.

[rmarch123]

We have the exact same issue.  No emails in the secondary account since Tues, Nov. 7.  We use Firefox browser and have email update in the primary account but the secondary account won't refresh with current emails.  We also tried the ipad and no updates there either.

[philw1776]

The solution: Log in as a secondary user and use secondary user password.

This STINKS

[Latoque]

---

philw1776 wrote:

The solution: Log in as a secondary user and use secondary user password.

This STINKS

---

I had assumed that you were signed into the secondary and just not getting emails.  Of course you would need a different password.  The whole idea of the secondary accounts is that they are intended for different users in the household.  Ergo the need for their own password to keep their emails private.  They are separate accounts, not aliases for the primary account.

[philw1776]

Not alises.  Use secondary as wife's email.  She does not do computers I do it for her.  Same with her separate BUSINESS email address.  This has worked for a decade before this "upgrade".  COMCAST says it should work.

[skyjockey]

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Latoque wrote:

---

philw1776 wrote:

The solution: Log in as a secondary user and use secondary user password.

This STINKS

---

I had assumed that you were signed into the secondary and just not getting emails.  Of course you would need a different password.  The whole idea of the secondary accounts is that they are intended for different users in the household.  Ergo the need for their own password to keep their emails private.  They are separate accounts, not aliases for the primary account.

---

I'm in the same boat. For YEARS I have had secondary accounts I use for buisness and such. I could log into my primary and see all the secondary account. Since 8th when this "upgrade" was done I no longer can. I can see the folders, open them and read OLD emails but they wont download new ones. On PC or iphone. Judging by all the other posts it is a comcast caused issue

[philw1776]

Report your issue to Comcast, not that they can fix it.
The tech calling are confused between their PC based software and their smartphone apps which have deleted the secondary capability.

I keep telling them my problem is with the PC based software which they claim they tested and it's working.

My secondaries never update even after I get a voicemail that it's fixed.

[topfuels]

that is what is so frustrating about comcast, is they think the user is a dummy and don't listen to the fact that you have tried all the things they have you do

[philw1776]

Even worse when they escallate the problem the tech calling back says it's fixed when it is not

[topfuels]

LATOQUE - why have this interface if it doesn't update the secondary email?????

It did as of Wednesday last week...IT'S A BUG!

[ComcastBrett]

Topfuels,

I'm sorry for any issues or confusion. It looks like perhaps you are not going down your folder list far enough. What you are looking at is an archive folder of mail from when the migration took place. If you continue to scroll down you should see the actual secondary account underneath the Add Mail Account link. There might be a black triangle next to it to let you know that you will have to reenter your password. Please let me know if this solves your issue.

Secondary Email archive and Account

[topfuels]

Well, this works...totally different than the previous way of setting up secondary accounts, not explained to users at all!

My email filters no longer work.  My mobile app doesn't recognize these either.

[topfuels]

My guess is, you have to log into each account now to set up the filters?

[philw1776]

---

ComcastBrett wrote:

Topfuels,

I'm sorry for any issues or confusion. It looks like perhaps you are not going down your folder list far enough. What you are looking at is an archive folder of mail from when the migration took place. If you continue to scroll down you should see the actual secondary account underneath the Add Mail Account link. There might be a black triangle next to it to let you know that you will have to reenter your password. Please let me know if this solves your issue.

Secondary Email archive and Account

---

Unfortunately my secondary addresses do not update despite days of phonecalls to Comcast.  i get voicemails from Comcast techs saying the problem is fixed, but addresses still do not update with new emails.  CR744073033 CR744294254

[ComcastBrett]

philw1776,

Would it be possible for you to send me a screenshot of what you're seeing in your external mail account list? (Your secondary accounts)

Did you reauthenticate with the passwords for those accounts?

Do you get mail on those accounts in other locations? Webmail? Outlook? Phone?

Thank you

[philw1776]

---

ComcastBrett wrote:

philw1776,

Would it be possible for you to send me a screenshot of what you're seeing in your external mail account list? (Your secondary accounts)

Did you reauthenticate with the passwords for those accounts?

Do you get mail on those accounts in other locations? Webmail? Outlook? Phone?

Thank you

---

These have been Comcast email accounts for over a decade.

They used to be in my FOLDERS in the old software.

Per Comcast support, I added them under "Add Mail Account"

NO new emails.  NO emails at all  (Yes I can see all the old emails in the old folder...but no new ones)

Refresh Inbox circle goes on for hours

Problem is not fixed.

[ComcastBrett]

I can see that the accounts are getting new mail. 

Have you logged into the accounts themselves in your webmail?

Are there any icons next to the mail accounts? (Like a black triangle)

Did you enter passwords at any time for the secondary accounts?

The email accounts in the MY FOLDERS section are archives. The active accounts should be at the bottom. 

[philw1776]

---

ComcastBrett wrote:

I can see that the accounts are getting new mail. 

Have you logged into the accounts themselves in your webmail?  YES

Are there any icons next to the mail accounts? (Like a black triangle)   YES if you mean the Expand Icon

Did you enter passwords at any time for the secondary accounts?   YES

The email accounts in the MY FOLDERS section are archives. The active accounts should be at the bottom.   YES, I SAID THAT

ME: Guess what?  Good news!!!  After 24 hours of the Refresh Inbox Icon circling, I can now get new secondary emails!

Everything now working for the 2 secondaries I tried.  I'll try the others next.

Only problem is that every email ever received is now in my inboxes!    Bummer!

So, my SOLUTION to those others with this problem.

Know that as stated above... "The email accounts in the MY FOLDERS section are archives"  

(first 2 calls to Comcast didn't tell me that; finally a really nice older lady who knew her stuff clued me in yesterday)

Go down below your folders to ADD MAIL ACCOUNT and re-add your old secondary email addresses with passwords

Hit the Refresh Inbox Icon and be patient* and wait, maybe even for 24 hours as it circles & circles

Hit the Right Arrow to the Left of your address & wait for the Inbox to come back & re-populate

* a trait I do not posess

---

[tom62]

I experienced the same issue with secondary accounts when my email was "upgraded" on 11/9/2017. As ComcastBrett pointed out, the old secondary folders are now static archives. I have been able to get recent secondary emails by adding them via "add email account". However, there are several issues in this new view of the secondary accounts:

1. All previously read messages prior to 11/9 show as unread.

2. All emails in secondary accounts ever deleted has come back! (except as noted in #3)

3. There is a gap from mid 2011 to 2016 where no emails appear in the new view. This is true for all 3 of my secondaries.

Is anyone else seeing this?

I reported this issues to Comcast, was directed to higher levels of support, and no one seems to understand or be able to help. I was told "there is an outage that will resolve in a few days"

#1 is easily fixed, but #2 and #3 are annoying. Only solution I can see is to keep the archives for the period before 11/9 and delete that older timeframe from the active views.

And what about secondary account access via mobile apps? Is Comcast leaving us in the dark?

[philw1776]

---

tom62 wrote:

I experienced the same issue with secondary accounts when my email was "upgraded" on 11/9/2017. As ComcastBrett pointed out, the old secondary folders are now static archives. I have been able to get recent secondary emails by adding them via "add email account". However, there are several issues in this new view of the secondary accounts:

1. All previously read messages prior to 11/9 show as unread.

2. All emails in secondary accounts ever deleted has come back! (except as noted in #3)

3. There is a gap from mid 2011 to 2016 where no emails appear in the new view. This is true for all 3 of my secondaries.

Is anyone else seeing this?

I reported this issues to Comcast, was directed to higher levels of support, and no one seems to understand or be able to help. I was told "there is an outage that will resolve in a few days"

#1 is easily fixed, but #2 and #3 are annoying. Only solution I can see is to keep the archives for the period before 11/9 and delete that older timeframe from the active views.

And what about secondary account access via mobile apps? Is Comcast leaving us in the dark?

---

I have the same exact problems.  THOUSANDS of old emails formerly deleted and Trash Emptied on the Secondary accounts have returned.

I also get a persistant error message about one of my secondary accounts that I must have not restored properly.  Don't know how to fix.

[maqroll]

I've effectively lost my secondary email account as of 4 or 5 days ago.  On my screen for my primary email account, I don't get the options below "Trash" for my primary account.  So I can't open my secondary account "under" my primary account.  I've chatted with comcast techs but they don't seem to understand the problem and promise only to kick the issue upstairs.  Nothing happens and I can't get any email from this secondary account.  What can I do?

[philw1776]

---

maqroll wrote:

I've effectively lost my secondary email account as of 4 or 5 days ago.  On my screen for my primary email account, I don't get the options below "Trash" for my primary account.  So I can't open my secondary account "under" my primary account.  I've chatted with comcast techs but they don't seem to understand the problem and promise only to kick the issue upstairs.  Nothing happens and I can't get any email from this secondary account.  What can I do?

---

SOLUTION to those with this problem.

Know that ... "The email accounts in the MY FOLDERS section you used to use as seconday accounts are now just archives"  

(first 2 calls to Comcast didn't tell me that; finally a really nice older lady who knew her stuff clued me in yesterday)

Go down below your folders to ADD MAIL ACCOUNT and then re-add your old secondary email addresses with passwords

Hit the Refresh Inbox Icon and be patient* and wait, maybe even for 24 hours as it circles & circles

Hit the Right Arrow to the Left of your address & wait for the Inbox to come back & re-populate

What happened to me is that every email ever received on each account has been ressurected with this process

[maqroll1]

I have tried adding a mail account to reactivate my secondary email account.  I get a message:  "A mail account with the given email address already exists."  Anything else I can do to reactivate my secondary email account?

[Latoque]

---

maqroll1 wrote:

I have tried adding a mail account to reactivate my secondary email account.  I get a message:  "A mail account with the given email address already exists."  Anything else I can do to reactivate my secondary email account?

---

You need to clarify just what you are trying to do here.  What do you mean by "reactivating" your secondary account?  If you just go to the Xfinity homepage and click on the email envelope it should ask you to sign in again.  What happens if you use the credentials from the secondary account?

[philw1776]

Here's what I get from Comcast at least 20 times per day or more...

"Your mail account xxxxxxxx@comcast.net was disabled due to invalid credentials. Please edit the account and enter correct credentials to enable it again"

I go to USERS and guess what?  

That secondary address is no longer listed, so I can't enter correct credentials, whatever correct credentials are.

[tom62]

philw:

I got the "re-enter credentials" message the other day.

This worked for me:

Click on the settings "gear" in upper right hand corner of the web client.

In the window that opens, select "Accounts" on the left hand side.

After you do that, you should see a list of your email accounts on the right hand side.

First is "email" which seems to be the primary account.

Next are all your secondaries you have added to the web client.

Since you are the one who suggested adding the secondaries by using "Add mail account" in the main interface, I assume you will see your secondary listed there.

Click "Edit" on the one you got the credentials message about. Re-enter the password. Save it.

That should fix it (I don't recall if had to Log out and log back in again.)

BTW: this settings menu is NOT the one that is used to create secondary accounts and set passwords. It is the one that manages the web client's view of those accounts as external email. You are not changing the password here, only telling the web client what the password already is.

Hope this helps.

BTW: no change in the issue of new view of secondary accounts showing all emails ever deleted.

My theory is that the way Comcast had us accessing the secondaries before (what has become the archives) was not reflecting the status on the server. Those views were copies of the server. Emails deleted from the copy views were never deleted from the server. Those copies are now static (archives.) That is why the deleted emails now show up in what is apparently a direct view of the server. What do you think of that idea?

Tom

[philw1776]

Thanks

This view shows the secondary but will not allow updates.

Says This Account Is DISABLED

I think your hypothethis about the onslaught of old secondaries is likely correct.