Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,859,391

members

1,119

online

29,131

topics

Top

Disappearing emails

Frequent Visitor

Disappearing emails

I was checking my emails when all of a sudden they all disappeared and was replaced by the message "Welcome to XFINITY Connect Email! Let’s get started".

 

My emails are completely gone, they are not in any of the folders, there is nothing in showing for the recovered deleted items.

 

I also had a personal folder and that too is gone.

 

Has anyone else experienced this.

 

I was told by Customer Service all settings were correct and there is know way they cannot find out what happened.

 

 

Tags (1)
Email Expert

Re: Disappearing emails

A couple of things to try first------------do a search for some or the missing messages;  do any of them show up in a list?  Also, select an email in your Inbox, then click on the "Move" icon in the toolbar;  do any of the missing folders show up as available to move stuff to?  I'm assuming you are on the new email format.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Disappearing emails

Hi,

 

Thanks for the answer.

 

The messages are completely gone, I even had a folder and that too disappeared.

 

I wondering if someone at Comcast was setting up an email addres for another user and accidently wiped all my stuff.

 

As I said, everything got wiped out and then I received the "Welcome to XFINITY Connect Email! Let’s get started". message.

 

As some who worked in a communications dept. performing updates, I cannot beleive the there is no way Comcast can't check this, they should have some kind of an operation audit trail.

 

 

Frequent Visitor

Re: Disappearing emails

I forgot to mention, I know the email format changed over a month ago and this is the one I have.

 

I even told the Customer Svc Rep the time that this happened but did not seem to help.

 

 

Frequent Visitor

Re: Disappearing emails

Hi,

 

Now I am getting brand new emails, but twice!!!!!

Email Expert

Re: Disappearing emails

Then as a precaution I would change your password to something stronger than whatever it is right now, and also change your secret question and answer. Suddenly vanishing emails is a common sign of a malware infection, or a compromised account. Run a complete scan of your machine with your A/V software to see if it finds anything wrong. 


You should also call Comcast security and see if they can find anything.  If anyone can recover the emails, it's them------------------------

 

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

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

1 - 888-565-4329




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Disappearing emails

Hi,

 

Thanks, I will change password and question.

 

I ran a scan with Norton, nothing was found.

 

I had already spoke to someone in Security and he said he could not recover the emails.

 

As I said before, after the emails disappeared, I received a new email reading:

"Welcome to XFINITY Connect Email! Let’s get started"

I told Customer Service I received the above.

 

I really do not think I would have received that statement if indeed a virus had caused the problem.

 

The person I spoke to did not even suggest that the issue be elevated to the next level.

 

As a precaution, I act upon your suggestion.

 

This is not over by a long shot, as I intend to report this problem again and again until I received some satisfaction.

 

Thanks for all you help.

Email Expert

Re: Disappearing emails

Just so you know, I got that same email and I didn't lose anything.  Since I've exhausted anything I can tell you, i'm escalating this to the forum administrator for further review.  Good luck.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Official Employee

Re: Disappearing emails

Hi Mike_33, I apologize for your experiences, I will forward this to the correct team for further review.  I will send you a private message requesting the username/email that you are experiencing problems with and check things on my side first.

 

Thank you


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Disappearing emails

Thank you for all your help.

 

Sad to say, but as far as anything goes, I think it is a lost cause.

Official Employee

Re: Disappearing emails

No problem at all mike_33, if you have any questions or concerns in the future please let us know.

 

Thank you


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Xfinity Forum Archive
About the archive project

Xfinity Forum Archive...

This is an archived section of the community.

Content in this area has been identified as outdated or irrelevant.

This change was done in an effort to make the forum easier to use and to keep only the most helpful and recent content active.

Post your questions in the Xfinity Community

Discussion stats
  • 10 replies
  • 590 views
  • 0 kudos
  • 3 in conversation