4 Messages
Missing email 1/24/24 through 2/14/24
On 2/15/24 at 7am, I logged in to the comcast website to check my email using my laptop PC. While the comcast email service was loading I watched things that were in my inbox the day before start to disappear. I then noticed that all of my emails dated 1/24/24 through 2/14/24 were missing from my Inbox, Sent folder, and all subfolders. I also noticed that two subfolders created during that period were also missing. There is nothing in the deleted folder. I did not change my password during this period and I did not change any email settings. I also checked Comcast email on my IPAD and IPhone and noticed all of the same things were missing there as well.
This same issue happened to me in mid December 2023. At that time, all the missing items were somehow restored within a few hours. There was no direct action on my part. This time...it has now been over 48 hours and the emails are still missing.
XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @user_s5bqdq thank you for taking the time to create a post, you have contacted the right place for assistance in regard to the email concern. I definitely understand the importance of having access to your email communications.
Researching, I did find a post from back in December since you mentioned this had happened before. It looks like when servers update, emails may disappear but should return: https://forums.xfinity.com/conversations/email/emails-disappeared/657b12a1f961c6163a311597.
- It also mentioned to check your spam filters to ensure those aren't causing an issue, which sounds like you have already checked with stating none of your email settings changed.
When you have time can you attempt these step to see if you can recover deleted emails from the time frame they are missing:
1) Sign in to Xfinity Email using your Xfinity ID and password.
2) Right-click on the Trash folder or click on the More Actions icon (three lines) next to the trash folder.
3) Select Recover Deleted Items.
4) Select the messages you want to restore and then click Move Selected Items.
5) Select the appropriate destination folder and click OK or Move.
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XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
@user_s5bqdq I appreciate you attempting the recovery steps, and was hoping to hear that they returned. I would definitely like to investigate this further, and will need to gather some information we don't want here in our public conversation.
When you have time, please send a direct message:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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