L

Visitor

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18 Messages

Wednesday, October 27th, 2021 3:14 PM

Closed

Why Did I Receive This Promotion

Seems to be legit and directly from your parent company.

And yet, here are my contact settings, pretty much completely switched off!  I set these settings last spring, so I'm quite sure you have had enough time to process it.  I have also removed myself from all physical mailings and other promotional contact.  I see no good excuse?

This conversation is no longer open for comments or replies and is no longer visible to community members.

Problem Solver

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1.1K Messages

4 years ago

Hey there, @l_a_n_f_e_a_r. Thank you for taking the time to reach out. I can understand the frustration of still receiving promotional emails. When you click unsubscribe on that email, what screen does it bring you to? 

Visitor

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18 Messages

@XfinityKorie

It brought me here: https://pc2.mypreferences.com/ComcastPrefCenter/ManagePreferences (querystring truncated for privacy)

 

Visitor

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18 Messages

the actual unsubscribe link looked like this: https://emails.xfinity.com/pub/cc (querystring truncated again)

Problem Solver

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735 Messages

 

It appears you have the setting through the email set up correctly. Could you also try this link to ensure your information and mailing preferences are set up on our end, please? https://comca.st/3bfdyCG

I no longer work for Comcast. 

Visitor

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18 Messages

I've received 2 more of these this week.  I followed everything above, and I had already done everything you suggested above.  When I follow the link in the e-mail, I get the same page saying everything is disabled (and has been for a long, long time).  Please, please make it stop.



Official Employee

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1.5K Messages

Thank you for your patience, @l_a_n_f_e_a_r. We appreciate you sending those screenshots, they help a lot! We will need to take a deeper dive into the account and see what's causing you to continually receive the emails after the fact you've already opted out. Please send a Direct Message with your full name and address.

 

 

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

 

 

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

Visitor

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18 Messages

4 years ago

At this point I have tried the 'Unsubscribe' link in the e-mail (clicked over 2 weeks ago now) and it claimed to have processed, and yet, I still am getting multiple adds/week.  If anything I'm now getting more/week.  I am going to try the peer-to-peer chat to get this sorted, but I am going to continue to document progress here for the public as they may be interested, not to mention it's a legal matter to allow me to unsubscribe.

And, for anyone else curious who is following along, I can assure you I have carefully checked the e-mail headers in addition to the content I captured above, this is not rogue spam, it is coming directly from legitimate Comcast servers and directly to the e-mail address that is unsubscribed in every way possible.

Visitor

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18 Messages

After working through a support ticket here is what i have learned.

1) I was asked to check and double-check and check again all 3 of the screenshots I posted above to be sure things were disabled, after sharing all the SS's again with the agent she confirmed (again) things look correct
2) I confirmed with the agent that I was configuring options for the correct e-mail and the the messages were from Comcast and were being delivered to the e-mail address in question
3) I was asked to click the 'Unsubscribe' link, which (as I mentioned above) I had done over 2 weeks prior, even though I shouldn't have had to in the first place
3)  This is unacceptable as a suggestion

4)  Apparently I was still in their system after all of this

So, I guess, since there was no indication of a support issue or something working incorrectly.... If you really want to be off direct e-mail communication from XFinity, you have to open a direct support ticket??  And maybe that will work?  I will find out in a couple weeks.  Really I hope that something is being looked into as a result of this ticket, but I have no indication that it is.

Also, this seems illegal?

Official Employee

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746 Messages

There may be a back end issue however we will continue to work together to turn the communication via email off. I have  worked with a customer before and the issue was resolved. So no worries we  will figure this out.  Can you access this link 

 

https://comca.st/3GnMpLw

I no longer work for Comcast.

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

Visitor

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18 Messages

Yes, it looks like this.  I did not make any modifications before capturing this screenshot.  Also, it has been 13 days and I am still receiving promotions as of today.  However, I was told to wait 'up to 2 weeks' after working through this last request, so maybe all will be fixed by tomorrow?

Official Employee

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3.3K Messages

Thank you so much for that information! It can take up to two weeks for the request to be completed. I would like to allow additional time to pass now that you have made those changes to your communication preferences. Please follow up with us in the next few days if you are still receiving additional e-mails. We definitely are here to help and have your back 24/7 on Xfinity Forums! 

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

Visitor

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18 Messages

i have NOT made changes to my communication preferences, everything set on the images above HAS BEEN SET THE ENTIRE DURATION of this thread and for 6 months pre-dating it.  I have continually posted and check the same 4-5 communication forms that exist linked to my account, I have NOT made changes to any of them.  They were already set correctly. 

Please don't ask me 'Can you access this link' for something that I have already confirmed and posted above, especially if it is buying more time to resolve the issue because it implies I am making any changes.

Visitor

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18 Messages

3 years ago

I've now received 4 new official marketing emails from you in the last 2 weeks.  If anything, the volume is increasing.   Again, these are direct marketing emails from Comcast.  Why can't you make this stop?  What more can I do?  My patience is pretty much spent at this point, it's been 4-10 months depending on how you want to look at it.

I have everything that has happened in this thread documented, I also have the entire chat I referenced above where you acknowledged that I was still on the marketing list even after configuring every possible configuration option to prevent as well as formally 'unsubscribing' in the email.

If there is no further productive advice here my next step will be a formal report for violating the CAN-SPAM act.

Problem Solver

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411 Messages

I understand this has been a process for you, and I'm truly apologetic your experience has left you feeling this way. It may be best for us to assist you privately at this point. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom 

 

I no longer work for Comcast.

New Poster

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3 Messages

3 years ago

I am having the identical problem   Yesterday when I told the Xfinity customer support person  that the eMails were coming from [Edited: "Personal Information"]nity,com.,  She told me that is not an official Xfinity address and someone is spoofing.  She recommended I create an eMail filter. I didn't believe her, especially now that I find someone else is having the same problem.

(edited)

Official Employee

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746 Messages

Thank you for reaching out to Xfinity Forums. Please understand our promotion emails would not come from the presented email address. Please do not click suspicious links or reply to emails with personal information. 

I no longer work for Comcast.

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

Visitor

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18 Messages

@CountMountjoy​ 

thanks for a little supporting info! 

as someone who runs my own email server I was able to show them the email headers more-or-less confirming end-to-end delivery directly from a server under the comcast/xfinity domain, directly to the e-mail properly registered to my account.  so, some inspection of the email message headers (if you are able) may help back up your claim to support or force them to further validate their spoofing claim.

atm, this is still an ongoing issue for me.  i am working with them one more time in a private session as they requested and have toggled a bunch of privacy and communication options on-then-back-off.  so far, i have started receiving a couple text messages (for billing fortunately, not ads) that I was not receiving before and i have received one continued ad.  However, I agreed to wait 2 weeks (and understand why they ask for this period of time) to see if behavior actually changes in the end.

i assure i will update this ticket with my continued findings and discussion with support.  but it will be another week likely before i can push further.

Visitor

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18 Messages

3 years ago

Surprise, surprise... I am still receiving SPAM from the company, turns out it doesn't matter how many times I click the toggle buttons to disable all communication from the company. 

The only change doing that _again_ did is now I am also receiving text messages when I pay my bill even though that option IS ALSO TURNED OFF!!

I have had a continued 1-1 private message going with the company as suggested multiple time above with no real advice given.  Just 'check your same 3-4 configuration pages for privacy and click them again' or 'click unsubscribe'.

The most recent advice I was given was to report the companies own messages as SPAM to their internal `report abuse and spam emails page' and to call a 'Customer Security Assurance team' who has no internet access apparently and I guess explain my situation to them from scratch since they are incapable of being looped into this ongoing issue in any technical way (I am not going to do this, I'm done wasting my time here).

In other words 'why don't you go chase some more tails and we're not going to actually do anything to help you'.

I am requesting to be escalated now, which probably should have been done on their end without my prodding and if that gets me no where I will simply follow through with my report of CAN-SPAM violation. 

But I'm done spending my own time on this, sorry to anyone looking for a useful answer.

New Poster

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3 Messages

@l_a_n_f_e_a_r​  I think I know what happened in my case. I use gmail as my primary eMail. I have started using extended addressing, which means adding “+company_name” to my username All the emails wind up in my gMail inbox, and it lets me know who sold my address.

 

When I tried to make the change in Comcast, it said “me+comcast” was not valid. OK. Not all eMail senders support it. So I left it as “me at gmail dot com”.

 

The offending eMails are addressed to me+comcast, and the opt out screen says “me comcast”. One of the many Comcast people I have spoken to on this issue seemed to understand that and was working in a solution. But my call was disconnected and since then when I call back I just get the standard part line of “it didn’t come from us”

Visitor

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18 Messages

@CountMountjoy​ nice approach at confirming the source!  my experience was similar.  the very first 1-1 i had the associate was able to dig into the marketing database (or reach out to whoever) and confirm i was still in the mailing list and was honestly helpful.

i worked with that person. everyone since has just put me through the same run-around acting like they can neither confirm nor deny anything useful.

as of this morning i'm still pestering them in 1-1 to put this information through to the `Customer Security Assurance team` in a way that doesn't involve me cold-calling the support number and starting from scratch.

Visitor

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18 Messages

> "The offending eMails are addressed to me+comcast, and the opt out screen says “me comcast”"

interesting, so a partial operation success causing a conflict in the data stores and internal system likely when you tried to update your email.  this may be useful to others.

i re-checked my network traces and in my case, all email addresses in my network traffic confirms the same single address.  i similarly suspect a (hopefully honest and unintended) bug in their systems coming into play.  but since none will confirm any existence or prioritized work, i am forced to approach the situation as Comcast saying all is working as intended.

(edited)

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