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user_68ee3d
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6 Messages

Wednesday, December 18th, 2024 7:11 PM

Unblock my email address

Starting a few days ago, all emails to my comcast.net email address being sent from [Edited: "Personal Information"] stopped coming through and appear to have been blocked.

The persons initiating the emails receive a reply notice saying the recipient was rejected by the server. 

I have checked my spam folder, and I can't find any blocked listings.

I temporarily gave them a Gmail address to send to, and that worked fine. When I switched back to my comcast.net email address, I once again stopped receiving their messages.

Can someone assist me in resolving this issue so I can count on receiving my emails?

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14 days ago

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XfinityRichard

Official Employee

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1.5K Messages

21 days ago

Hi there, @user_68ee3d I'm truly sorry for the trouble you from a specific sender. If emails from a specific sender, like "[Edited: Personal Information]", are suddenly not reaching your Comcast.net email address, it's likely that your Comcast spam filter has identified the sender as suspicious and is blocking their emails, this could be due to a change in the sender's email practices, a potential spam issue on their end, or a misidentification by the Comcast filter.-Richard

 

You can try the following.

 
Check your spam folder:
Log in to your Comcast email and check the spam folder to see if the missing emails have been diverted there.
 
Manage your spam filter settings:
Access your Comcast email settings and review your spam filter settings. You can potentially adjust the sensitivity level or add the sender's email address to your "safe senders" list to ensure their emails are delivered to your inbox.
 
Contact the sender:
Ask the sender to double-check their email settings and ensure they are not accidentally sending out emails that could be flagged as spam (like using excessive caps, unusual subject lines, or too many promotional links)
 

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user_68ee3d

Visitor

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6 Messages

Thank you.

As I mentioned, I have already checked my Spam folder.

The only way I see to add someone to your "Safe Senders" list is to then exclude receiving email from everyone else (not a good option).

I contacted the sender and they said nothing is new on their end.

What's next?

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21 days ago

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XfinityThomasB

Official Employee

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1.6K Messages

Is this sender part of your contacts in your address book? That is a great way to designate a safe sender. I included the steps on how that is handled here below. 

 

  1. Under the Address Book tab in the top row, navigate to the My address books drop-down arrow on the left-hand column.
  2. Select the Address Book folder. Then, select New contact.
  3. Screenshot of Xfinity Address Book menu with the New contact drop-down open. Options to select are New contact or New group.

  4. Fill in the applicable New contact fields.
    Screenshot of new contact screen. There is an option to add a new contact photo and contact information. There is a blue save button on the bottom left, next to a white discard button.

  5. You can also Upload or Take a photo to set your contact image (not required).
    Screenshot of change contact photo. There are two buttons at the top, one to upload a photo and one to take a photo. At the bottom there are options to rotate left, rotate right, remove photo, apply or cancel changes.
  6.  
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

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21 days ago

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user_68ee3d

Visitor

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6 Messages

Thank You. Yes, this sender is listed in my Address Book. I did not think this would matter unless I selected to only receive emails from a "Safe Sender" list?

I am still not receiving email from this one particular sender/domain which, up until a week ago, had worked just fine. All other emails are still being received normally.

I had this sender try sending their emails to a Gmail account, and everything worked fine. I had them switch back to my comcast.net account and again I cannot receive anything from them.

I had messages sent just to me, as the only recipient, to eliminate any questions about bulk spam messaging. Still nothing came through.

They said when the emails are sent to my comcast.net account, they receive a notification that they are rejected by the receiving server.

I tried talking to someone in your Customer Security Assurance organization and they told me I needed to talk to the email sender. I told them I had and shared what they were able to tell me. Then I was told again that I needed to talk to the email sender. When I asked what I was supposed to tell the email sender, and if I could get an email outlining what I the sender could do to help resolve the issue, I was again just told to talk to the email sender (not much help).

Can someone please figure out what happened and help fix or undo it?

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14 days ago

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XfinityVianney

Official Employee

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1.8K Messages

 

user_68ee3d, Thank you for reaching out and following up. I see you've done a lot of legwork already, and I appreciate all your time. I see the Customer Security Team directed you to the sender, but you didn't get much information after. In cases like this, I recommend having the sender visit the CSA website to report this concern. You can provide them with this link https://spa.xfinity.com/report. When they arrive, they should select the "I'm not able to send e-mail to Comcast customers (comcast.net)." It will then ask more questions on the form and open a request on their behalf. 
 
Quick note, this form will assist in unblocking only if the error you received contains the error code BL000000. Does the sender report seeing any message or error like this? 

 

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

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14 days ago

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