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email search does not find results before 12-1-2017

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Regular Visitor

email search does not find results before 12-1-2017

Ever since Comcast changed to a new email platform, we have an issue with just one of our several comcast email accounts.  When searching through existing email, it only returns search results through Dec 1, 2017.  The older emails ARE still there - we can scroll down to them (after a lot of scrolling!).  But searching for them does not find them.  This happens on the Xfinity Connect website (with IE, Edge, and Chrome) on multiple computers and with the Xfinity Connect iOS app.

 

We have called Comcast multiple times and their Tier 3 support folks haven't been able to fix it.  And the whole experience of dealing with Comcast Support has been terrible.  I have to explain the problem from the beginning every time.  Multiple times they said they would call me back at a time we agreed on - but they never called.  There is no way to get back to the same person when I call them.  And it starts over.  They keep trying the same "fixes" over and over ("sending a refresh signal to your email - it'll take an hour or two", clear your browser cache, etc) which don't fix anything.

 

Only one tech support person did something that had any effect - and it made it worse!  It use to not return emails between July and Nov 2017 - emails before or after that date range were returned.  Now they've "fixed it" (made it worse) so no emails before Dec 1 2017 are found.

 

Anyone have any ideas on how to actually address this?  Having email we can't search isn't very useful!

 

Accepted Solution

Re: email search does not find results before 12-1-2017

 

kupperma, glad we were able to resolve this for you. Post again if you need anything else! 

 

KenF

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Email Expert

Re: email search does not find results before 12-1-2017

The only thing I can do after what you have described is to escalate it to the forum admins for follow-up and get someone to look at your account.




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Official Employee

Re: email search does not find results before 12-1-2017

 

kupperma, I'll look into your search issues in your email. Please send me a private message with your full name and the phone number associated with your account for help. 

 


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Official Employee

Re: email search does not find results before 12-1-2017

kupperma, I've just responded to your private message. 


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Frequent Visitor

Re: email search does not find results before 12-1-2017

I'm having the same problem. Everything is exactly the same! They also made mine worse. They don't even bother calling me back anymore. I even went to a retail store to see if they could help. Of course not. I knew that but had to try. It's killing me in the business I'm in to always scroll forever to find an email.

Please help if anyone knows a fix.

Email Expert

Re: email search does not find results before 12-1-2017


@hassellfree wrote:

I'm having the same problem. Everything is exactly the same! They also made mine worse. They don't even bother calling me back anymore. I even went to a retail store to see if they could help. Of course not. I knew that but had to try. It's killing me in the business I'm in to always scroll forever to find an email.

Please help if anyone knows a fix.


Exactly how are you searching?  Are you using a date or date range?  Or a name or email address?  Or maybe something in the Subject field or the body of the message?




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Official Employee

Re: email search does not find results before 12-1-2017

 

kupperma, glad we were able to resolve this for you. Post again if you need anything else! 

 

KenF


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Regular Visitor

Re: email search does not find results before 12-1-2017

How did this get solved?  I don't see any resolution answers and am incredibly frustrated at the same darn problem.  I need to access communication about a remodel that happened last year and all searches end at the beginning of this year.

Thanks

Official Employee

Re: email search does not find results before 12-1-2017

laazevedo, we had to reindex their mailbox. If you're having similar issues, please send me a private message.


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