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Not Spam...and I can't fix it!!

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Message 1 of 6
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Incredibly frustrated....my daughter's email address is SUDDENLY considered spam.  She's had this email address for over two years, its IN my address book, and suddenly every email she sends me ends up in the spam folder.

 

I cannot for the life of me figure out how to fix it.  When I google 'set email filters' for xfinity, its telling me to click on the "Preferences" tab at the top.  I have no "Preferences" tab!

 

 

 

But this is what my screen looks like:

 

 

I don't see "Preferences" anywhere.

 

Is there anyone out there that can help?  

 

5 REPLIES
Posted by
Gold Problem Solver

Message 2 of 6
175 Views

Comcast does not offer a way for customers to "unspam" an email address themselves, but their Security Assurance group might be able to fix this for you. Give them a call at 1-888-565-4329 (from http://constantguard.comcast.net/help/report-abuse/). Note that this is NOT one of the general customer service numbers.

The first-line reps there are sometimes not very helpful. If so, be persistent, and keep at them until you get a satisfactory answer.

 


... She's had this email address for over two years, its IN my address book ...

Having the address in your address book doesn't help: Comcast doesn't take the address book into account in determining whether a message is spam or not.

Posted by
Email Expert

Message 3 of 6
156 Views
Solution

msmayor845 wrote:

Incredibly frustrated....my daughter's email address is SUDDENLY considered spam.  She's had this email address for over two years, its IN my address book, and suddenly every email she sends me ends up in the spam folder.

 

I cannot for the life of me figure out how to fix it.  When I google 'set email filters' for xfinity, its telling me to click on the "Preferences" tab at the top.  I have no "Preferences" tab!

 

 

 

But this is what my screen looks like:

 

 

I don't see "Preferences" anywhere.

 

Is there anyone out there that can help?  

 

 

 

 

The reason you are seeing what you are is that you are on the new format, and the illustration is for the old one.  Look over by your name all the way to the right, and click on the little gear icon, then on Settings.

 


 




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Posted by
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Message 4 of 6
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Thank you both for your help...I 'hope' I fixed it!  

 

I went to the 'gear' and set up a rule to have all email from my daughter's email address sent to the Inbox...hopefully that will now redirect it out of spam and where I can see it.

 

 

Posted by
Gold Problem Solver

Message 5 of 6
139 Views

msmayor845 wrote: ... I went to the 'gear' and set up a rule to have all email from my daughter's email address sent to the Inbox ...

Please let us know whether or not that works. In my experience, mail which as been determined to be spam will not be processed by the mail filters.

Posted by
Official Employee

Message 6 of 6
108 Views

msmayor845 wrote:

Thank you both for your help...I 'hope' I fixed it!  

 

I went to the 'gear' and set up a rule to have all email from my daughter's email address sent to the Inbox...hopefully that will now redirect it out of spam and where I can see it.

 

 


 

msmayor845-

 

I'll take a closer look at why it was being spam-foldered and followup with you via private forum message.

 

ComcastDaveL




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