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?
@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.
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
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.
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?
I read the complete thread and similar to the individual who reported this, I have not received any Fidelity emails to my comcast account since May 3. Reading this thread, it is not apparent if the problem has been corrected. If so, was it something on the Comcast side or something on Fidelity's. I called Fidelity and suggested the tech there do a mini test and just send me an email to see if emails are still unable to traverse from Fidelity to Comcast. They were unable/not allowed to email me. [Edited: "Language"]. What is the status of the issue with Fidelity emails sent to Comcast email recipients?
As mentioned above, we will need further details from fidelity to get a better picture of what might be happening. On the Comcast side we are not seeing any blocked or filtered messages from them. In fact there are many allow-lists in place for their domain to ensure they can delivery to comcast.net subscribers.
@XfinityCSAEmail In your response you said "...we need further details from fidelity..." Has someone on the Xfinity side reached out to someone on the Fidelity side? Is there any proactive investigation? I believe a simple test of sending/tracing an email between the Fidelity and Comcast domains would provide important diagnostic information. BTW, looking at the post by user_d912be below it's clear that this problem continues to affect multiple users.
Normally I would receive multiple notifications on the 17th of the month. I'll report if I in fact do receive emails from Fidelity tomorrow.
@user_708ae8 I did receive the expected 3 notifications emails from Fidelity. So, was there an issue or a change made on the Fidelity end or was it on the Comcast side? Having spent years in the IT Technical area, my favorite term is when things mysteriously begin working and no one can point to the reason - Scooby Doo Mystery. The problem with things "fixed" in this manner is that they can be subsequently "broken" in the future.
CCDevin
Problem Solver
•
735 Messages
3 years 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?
9
0
XfinityCSAEmail
Official Employee
•
1K Messages
3 years 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?
0
user_708ae8
Visitor
•
3 Messages
3 years ago
I read the complete thread and similar to the individual who reported this, I have not received any Fidelity emails to my comcast account since May 3. Reading this thread, it is not apparent if the problem has been corrected. If so, was it something on the Comcast side or something on Fidelity's. I called Fidelity and suggested the tech there do a mini test and just send me an email to see if emails are still unable to traverse from Fidelity to Comcast. They were unable/not allowed to email me. [Edited: "Language"]. What is the status of the issue with Fidelity emails sent to Comcast email recipients?
(edited)
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XfinityCSAEmail
Official Employee
•
1K Messages
3 years ago
Good morning,
As mentioned above, we will need further details from fidelity to get a better picture of what might be happening. On the Comcast side we are not seeing any blocked or filtered messages from them. In fact there are many allow-lists in place for their domain to ensure they can delivery to comcast.net subscribers.
2
user_d912be
Visitor
•
1 Message
3 years ago
I am having the same problem with Fidelity. My emails are getting bounced back to them.
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