U

Tuesday, October 22nd, 2024 7:50 PM

Email account deleted

I am beyond infuriated with how Xfinity tier one through three support has handled my issue. I did not log into my Comcast email account for apparently over 12 months, however, I never received an email to my secondary email address on my account advising that my Comcast email would be terminated for inactivity. I have been on the phone for a collective two hours with customer support and escalations, With absolutely no resolution. It clearly states in the Xfinity app that all I need to do to reactivate my Comcast email is access my inbox. However, when I click any link or directive or pop-up to access my emails, I am redirected to this article on the Xfinity website explaining how to access my emails. I am not the only one with this issue. Now I am being told that all of my emails and data have been deleted, and I have no way to reactivate my email address that I was promised for life when my service was started. 

I have had to re-explain my issue with every single person I spoke with in this company. Not a single person understood what I was saying, and I was very clear and direct. I work in customer service. I have worked in call centers. This standard that Xfinity is providing is deplorable.

I should not have to re-explain an issue three times when I am already on the phone in silence, letting the advocates notate my account while I’m still on the line. And to come out of this with absolutely no resolution after the hours I have spent on this issue is beyond infuriating. I was essentially provided a service that was then removed with zero notice. I did not receive any notice to my secondary email account that my Comcast email was going to be terminated. This is reportable to the Better Business Bureau and state Attorney General, but this is my last straw to see if there is even one competent employee in this company who can understand and fix this issue. 

Official Employee

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1.8K Messages

7 days ago

Hi user_ceh8uw, I know all too well how important emails are, I depend on mine and would be pretty upset if I were in your shoes. It is true, that you must access your Xfinity email account once within a 12-mo period to prevent situations like this. You can find our Email Policy using this hyperlink. To confirm, had you logged into the Xfinity Connect website during the last 12-months? 

 

 

4 Messages

I have not accessed my emails account in over 12 months. I never received notice that my data would be deleted if not accessed for over 12 months. Xfinity also states that I can reactivate my email by accessing my inbox, yet there is no way for me to do this as stated above.

Official Employee

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1.8K Messages

 

user_ceh8uw, we do send a notification prior to the account deletion. Do you happen to know if you had an alternate email set to receive those notifications? Let's work on helping you with getting your email reacgivated. Can you please clear your cache/cookies and attempt to log into the Xfinity Connect website? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

@XfinityMarcos​ I did that and am able to login using the website. Still not able to access my emails. I did have a secondary email set up but I check it frequently and never received the email warning me of the data deletion. 

Official Employee

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1.3K Messages

@user_ceh8uw Oh, no! I can only imagine how upsetting this must be. May I suggest you attempt to discuss your email recovery with our experts in Customer Security Assurance (CSA)? You can reach them by calling our Customer Service Team at: 1-800-266-2278, but asking to speak with CSA about your email. If anyone can recover it, this would be the team. Please let us know after how things went.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

This is exactly who I talked to. I got all the way to tier 3 with the CSA team and the tier 3 agent was not helping. He just kept saying email accounts are deleted after 6 months of inactivity, which isn’t even the case. It’s 12 months. Can someone just reactivate my email, I am unable to do it from my end for the above mentioned reasons. 

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