New Poster
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2 Messages
Multiple (5) attempts with Cust Service to get Sent folder email recovered have yielded no results and no callbacks
Around Thanksgiving I noticed that my sent email folder had 'lost' all sent email prior to November 13/14. I keep the messages I send and I did not delete or move the email to another folder (there are a few thousand email missing). Repeated interactions with customer service to have my email restored has yielded no results. I contacted Xfinity via Chat the first two times. Then I moved to talking to someone directly. After 3 customer service tracking numbers I am still without my complete folder. All attempts to recover my email into a restore folder have failed. For each of these interactions after the first chat, I asked and was promised there would be a follow up call to verify the status of the recovery steps (with the first, it was going to be a text). No follow up communication has been initiated by Xfinity/Comcast at all. And each time I reach out to Xfinity, I have spent an hour or more on the phone waiting for a customer service rep to pick up and begin the recovery process or pass me along to the next higher level technician who then attempts their recovery steps. How do I get someone to help me with this recovery? Why don't the customer service reps follow up as promised?
XfinityVianney
Official Employee
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2.2K Messages
1 year ago
Hi, @user_HelpNeeded123. Thank you for reaching out. I see you, like many, rely on the great email service included with Xfinity. We try to make the features and services function as smoothly as possible. However, I understand you've run into some hiccups. I see some emails are gone and have yet to be restored. I appreciate both your patience and efforts as we work to get this resolved.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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