missing emails

all of my emails prior to 10/3/2024 are missing. I did not delete them. They are not on the xfinity email website, or in my outlook 365. How do I get them back? I have tried logging out, rebooting my computer and clearing cookies and cache. Please help.

Responses

XfinityBenny

Official Employee

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846 Messages

6 months ago

@user_wiqp8i Thanks for adding to the community. As well for the troubleshooting you have done so far. Check the steps below to help find the emails:

Sign in to Xfinity Email using your Xfinity ID and password.
Right-click on the Trash folder or click on the More Actions icon (three lines) next to the trash folder.
Select Recover Deleted Items.
Select the messages you want to restore and then click Move Selected Items.
Select the appropriate destination folder and click OK or Move.

Notes:

You will have 30 days to recover deleted emails before they become permanently unavailable.
You can select multiple messages by clicking the first email in your list, holding Shift and then clicking the last email in your list.

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user_wiqp8i

5 Messages

@XfinityBenny they are not in my trash folder

6 months ago

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XfinityBenny

Official Employee

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846 Messages

@user_wiqp8i Thanks for checking. That is the spot to retrieve any in the system directly. What is your Outlook set to for the protocol, is it POP or IMAP? You can check with the steps here https://www.xfinity.com/support/articles/pop-imap-microsoft-outlook. Let me know what it is without changing it.

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6 months ago

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user_wiqp8i

5 Messages

The protocol is IMAP

6 months ago

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XfinityChristy

Official Employee

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2.1K Messages

user_wiqp8i We understand how frustrating it must be to lose important emails. We're here to help!

Let's try a few things:

Check Your IMAP Settings:
- Please double-check the IMAP settings in your Outlook 365 account. Ensure the server address, port number, and username/password are accurate.
- Sometimes, removing and re-adding your Xfinity email account can resolve sync issues.
Access Your Email from a Different Device:
- If you haven't already, try accessing your Xfinity email account from a different device (like a phone or tablet). This can help us determine if the issue is specific to your Outlook setup.

If you continue to experience problems, please let us know. We're committed to helping you resolve this issue as quickly as possible. Thank you for your patience and understanding.

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

6 months ago

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user_wiqp8i

5 Messages

Looking this morning, my email on outlook 365 only goes back to 10/10/24, so I lost another week since yesterday. The email app on my phone only goes back to 11/26/24.

Logging on to the xfinity website also now only goes back to 10/10/24.

Under file, account settings, when I click my email and then click change, it has my email address in both 'your name' and 'account name'. reply to address, organization, folder settings, root path are all blank. For Mail settings, keep mail offline is set to all. the only box that is checked is the one that says purge items when switching folders while online.

6 months ago

0

Customer Service

user_wiqp8i

missing emails

XfinityBenny

user_wiqp8i

XfinityBenny

user_wiqp8i

XfinityChristy

user_wiqp8i

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