zotts3505's profile

Frequent Visitor

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14 Messages

Sat, May 14, 2022 6:59 PM

Xfinity Support

Fidelity email being blocked

Official Employee

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641 Messages

13 d ago

@zotts3505

Good afternoon! Thank you so much for reaching out to us here through our Xfintiy Forums.We want to make sure you are receiving all your important emails, and we can help you with Fidelity being blocked. Are you using the Xfinity Connect Website or a 3rd party email client? Could you also confirm any errors you are getting, if you checked other folders of if you have Fidelity added to the Email Safe settings, please?

If using the Xfinity Connect website, here are the steps to add emails to your Email Safe list:

Click on the gear icon on the top-right corner and then click Email Settings.

On the left menu, under Mail, choose Advanced Settings.

On the Advanced Settings page, check the box next to Use email safe list.

Click Add an email address.

Would you try this and let us know if this helps, please?

Frequent Visitor

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14 Messages

@XfinityDevinC​ I need to receive all emails from the fidelity.com domain.  The "safe list" asks for a specific email address. Also, if I use a "safe list", I won't get emails from anyone not on the list.

(edited)

Official Employee

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641 Messages

@zotts3505

I understand! Let’s try to disable all the filter settings through the Xfinity Connect inbox. Could you try,

Settings (gear) icon in the upper-right corner of the page.

Settings > Filter Rules > Disable, please? Do this for each filter to test if this may be preventing those specific emails. 

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

Frequent Visitor

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14 Messages

There are NO addresses listed in filter rules.  Nothing exists to be disabled.  

Official Employee

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641 Messages

@zotts3505

Thanks for checking! I appreciate you taking the time to follow each of these steps and work with me to narrow down what step comes next. Since we have tired all these steps, I would suggest reaching out to our Customer Security Assurance (CSA) team to ensure that the domain/email address is not being blocked. If it is, they are equipped to help you remove that block to allow all emails from this specific sender.

We are going to circle back around with you and follow up to ensure this is taken care of but would you be able to contact CSA in the meantime, please? Here are their details:

 

Business Hours: 8:00am - 12:00am EST, 7 days a week

Contact: 1-888-565-4329





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
XfinityBrie

Official Employee

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582 Messages

Hey there @zotts3505

 

We wanted to touch base regarding the blocked emails issue and confirm that it has been resolved. If not, please let me know and we can coordinate with the Customer Security Assurance team for further assistance. 

 

Cheers to a good weekend!

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

Official Employee

 • 

852 Messages

3 d ago

Good morning,

Could you provide dates for the emails you didn't receive? I've checked our logs and I can see we delivered 5 emails in the last 30 days to your inbox from fidelity. They appear to mostly be notification emails and their standard investment informational emails in nature. I did comb for all emails from fidelity to your mailbox and they were the only ones I was able to find which indicates there weren't any further emails addressed to your from the fidelity.com domain. Checking overall logs against Fidelity there are no blocks or filters in place to prevent them from being able to deliver to comcast.net subscribers. Do you know by chance if fidelity systems received any kind of bounce message when attempting to send those emails to you? 

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