Why are some emails coming to me delayed

Support Personnel -

I am trying to find out why emails to me from MailChimp are not coming into my email in a timely manner. It appears to me that the deterioration in deliver service has been on the Xfinity/Comcast end - delivery has gone from 1-2 minutes in Aug./Sept. to 10-54 hours in Oct./Nov.

If this is happening to me it is probably happening to other people. Please get back to me as soon as possible with how this problem is going to be resolved on your end.

The most recent example is:

Sender [Edited: "Personal Information"]

Sent to - [Edited: "Personal Information"]

Date and time the email was sent by MailChimp - Friday, 11/1/2024 6:00 am - I verified this by using the Forward function and this is the date that show up as the original (not the date that shows on the email in my inbox. I am also involved in putting this email together in MailChimp and know that this is the date and time scheduled for it to go out. This email was 233.0 KB.

Date and time the email was received in my in box - Sunday, 11/3/2024 11:56 am. This is 54 hours after it was originally sent.

Earlier Examples:

This problem has been going on since October 2024. Here are other example of delivery of similar MailChimp emails over the past several months:

October #1 - Sent 10/16/2024 at 6:00 am; Received 10/16/2024 at 3:50 pm, Size 96.6 KB - this one took 10 hours to deliver to my inbox.

October #2 - Sent 10/1/2024 at 12:00 pm; Received 10/2/2024 at 3:17 am; Size 220 KB - this one took 15 hours to deliver to my inbox.

September - Sent 9/1/2024 at 11:59 am; Received 9/1/2024 at 12:01 pm; Size 221.7 KB - this one took 2 minutes to deliver to my inbox.

August - Sent 8/7/2024 at 9:26 pm; Received 8/7/2024 at 9:27 pm; Size 136.7 - this one took 1 minute to deliver to my inbox.

Please don't write this off as a MailChimp problem or an email size problem. Analysis would say neither of these is the issue. Also, don't conclude this is a problem with my account as no changes have been made to any aspects of my account over this time period.

Thank you.

Responses

Oldest First

Selected Oldest First

XfinityEricB

Official Employee

•

2.5K Messages

10 months ago

bknp Thanks for reaching out about your email lag issue you are experiencing from MailChimp. I would be happy to help in any way I can to find the cause of the problem.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

0

U

user_BRe121

1 Message

10 months ago

I am having the exact same problem. I send a monthly newsletter with photographs and have been doing this for ten years. All of a sudden, my newsletter did not reach the inboxes of users with a Comcast.net address. Mailchimp says it was delivered. I can verify it personally since I did not receive my own newsletter. Nothing else has changed. This used to work flawlessly. And other recipients have received the newsletter. But no one with a Comcast mailbox has received it yet.

4

0

XfinityJeniece

Official Employee

•

3.4K Messages

Hey there, user_BRe121, thanks for reaching out regarding your email concerns. We would be happy to help with getting to the bottom of the issue you are having with sending your newsletter. I can see how frustrating that would be. You have reached the right place.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

(edited)

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

10 months ago

0

U

user_iyw8j1

2 Messages

I am having the same problem with Mailchimp e-mails to Comcast customers being delayed. The instructions for direct messaging Xfinity Support are not working. How do I escalate this and receive a response from Xfinity?

9 months ago

0

Again

Expert

•

32.3K Messages

@user_iyw8j1

Direct messaging isn't allowed until an official employee asks you to do so; it's against the Forum Guidelines and the Acceptable Use Policy to send anyone an unrequested DM/PM. Also note, if you do send one without being asked to do so, it could possibly be ignored.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

9 months ago

0

U

user_iyw8j1

2 Messages

The issue isn't Direct Messaging. It's delivery delays or failures for Mailchimp e-mails to Comcast addresses. Others are having the same problem (see above). What is Comcast doing to fix this issue?

9 months ago

0

U

user_pkuagx

1 Message

9 months ago

I am having the same issues! I received an email from the Minnesota Twins two days later. I received an email from them last week from the same email address that came in a timely manner. These are important emails that require immediate action. This has been going on for weeks and is unacceptable. There has to be a fix. I have put all the emails in my filter as safe emails but this keeps happening, especially from this emailer. I am missing presale dates for my season tickets and have no way to know that I should even be looking for an email. Please respond on how to get this issue fixed. I should not have to change my email client after 20 plus years.

1

0

XfinityRichard

Official Employee

•

2.3K Messages

Hi there, @user_pkuagx ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry to hear about the trouble you are having getting emails. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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

9 months ago

0

Lis7

New Poster

•

8 Messages

9 months ago

Am having the same issue. An email from a university sent on 11/29/24 at 10:01 am arrived on Sunday, 12/1/24 at 4:59 a.m. as a new email, after the event it was promoting. Same thing with the same sender happened a couple weeks ago.

(edited)

1

0

XfinityMarcos

Official Employee

•

2.4K Messages

Hi Lis7, I would be bummed to get an email late and miss out on an event, so I totally get how important this is for you. Let's first get on the same page with a few clarifying questions. Are you using a 3rd party email? Are you only seeing this issue with a specific sender?

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

9 months ago

0

L

late2thepartyagain

2 Messages

9 months ago

One of my family members and one of my friends are having the same issue of not receiving Mailchimp emails for a community list they have been members of for years. They keep missing important and timely news about their community.

6

0

XfinityAlfonso

Official Employee

•

1.9K Messages

Hello late2thepartyagain please have your family members reach us here on the Forums so we can assist them. Are they ultimately receiving the emails, but just having a similar time delay as described above?

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

9 months ago

0

L

late2thepartyagain

2 Messages

The emails never arrive. They asked the list admin to check on the mailchimp side, and there is no problem from their end.

9 months ago

0

U

user_hmf3q9

2 Messages

[Edited: Be Good to Each Other Guidelines] - I actually receive the email 3-4 days later than everyone else.

(edited)

9 months ago

0

XfinityAlfonso

Official Employee

•

1.9K Messages

Thank you for confirming what they're seeing from the Mailchimp side, late2thepartyagain. Can you confirm if any of the error messages from the article below are present?

Troubleshoot Comcast Email Error Codes and Messages

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

9 months ago

0

U

user_hmf3q9

2 Messages

I don't administer the list, so I can't see errors. I can see that the last email I received was sent on 11/29 and I received it 12/2. I have not received the email sent to the list on 12/6, 12/8, or 12/10.

Here is the header from the last email I received.

Received: from resimta-h2p-562489.sys.comcast.net ([96.102.167.136])
(using TLSv1.3 with cipher TLS_AES_256_GCM_SHA384 (256/256 bits))
by dovpxy-asb-05o.email.comcast.net with LMTPS
id 2EaIF4wlTmdh7D0AokVXmw:T13
(envelope-from <bounce-mc.us19_104340102.17559585-aefc6321c5@mail5.suw91.mcdlv.net>)
for <xxxxxxx@comcast.net>; Mon, 02 Dec 2024 21:25:13 +0000
Received: from dovpxy-asb-05o.email.comcast.net ([96.102.167.136])
by dovdir4-asb-02o.email.comcast.net with LMTP
id 2EaIF4wlTmdh7D0AokVXmw:T13:P1
(envelope-from <bounce-mc.us19_104340102.17559585-aefc6321c5@mail5.suw91.mcdlv.net>)
for <xxxxxxx@comcast.net>; Mon, 02 Dec 2024 21:25:13 +0000
Received: from localhost (localhost [127.0.0.1])
by mail5.suw91.mcdlv.net (Mailchimp) with ESMTP id 4Y0Rb51lVLzK6hFX3
for <xxxxxxx@comcast.net>; Fri, 29 Nov 2024 21:46:41 +0000 (GMT)
Received: from mail5.suw91.mcdlv.net ([198.2.184.5])
by resimta-h2p-562489.sys.comcast.net with ESMTPS
id IDuatZNdYy3o5IDuetkuVk; Mon, 02 Dec 2024 21:25:02 +0000
Received: from dovdir4-asb-02o.email.comcast.net ([96.102.167.136])
by dovback4-asb-13o.email.comcast.net with LMTP
id 2EaIF4wlTmdh7D0AokVXmw:T13:P1:P1
(envelope-from <bounce-mc.us19_104340102.17559585-aefc6321c5@mail5.suw91.mcdlv.net>)
for <xxxxxxx@comcast.net>; Mon, 02 Dec 2024 21:25:13 +0000

9 months ago

0

Customer Service

bknp

Why are some emails coming to me delayed

XfinityEricB

user_BRe121

XfinityJeniece

user_iyw8j1

Again

user_iyw8j1

user_pkuagx

XfinityRichard

Lis7

XfinityMarcos

late2thepartyagain

XfinityAlfonso

late2thepartyagain

user_hmf3q9

XfinityAlfonso

user_hmf3q9

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