Visitor
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5 Messages
1 month of emails completely missing from INBOX and trash.
I was working in my email inbox, and went to use another tab (as I do ALL of the time). When I returned to the inbox, exactly ONE month's worth of emails are GONE. Nowhere to be found, even through a search. This is a crucial time to have those emails. They are missing from my phone too, which updates from your server.
I have a MacBook Pro, and have never experienced this. It is clearly a server issue. If it is a storage issue, it makes no sense that the most recent ENTIRE month is gone. Please advise. This will cripple my work in a most unfortunate time. And yes, I did refresh, log-out, close the browser, etc.
HELP! Thank you - this has happened to others, and I see no answers that say how to resolve it.
Accepted Solution
XfinityCSAEmail
Official Employee
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1K Messages
3 years ago
Good Afternoon,
Reviewing our logs it shows a large volume of deletion happening via the IMAP protocol. This usually indicates that a third-party email client (Thunderbird, Apple Mail, iPhone mail, Outlook, etc.) deleted the emails from our server. I've run a recovery for any emails that are obtainable on our server for you which can take up to 2 hours to complete. If you do not find any of the emails you are missing within the new folder the recovery process creates, then you will want to review for methods of data recovery on any devices you use to access your emails with. Our server is not configured to delete emails from customer inboxes.
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EG
Expert
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110.3K Messages
3 years ago
The concern is not "Community Center help" related. Thread moved here to the proper help section for assistance.
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user_d0ba62
Visitor
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5 Messages
3 years ago
I spoke with a customer service agent last night and she initiated the recovery. I use no third-party services to get my emails. All of my email service is directly from the Xfinity webpage, on a Macbook. Also, there was no new folder, as you cite, as well as what she explained would happen. The emails just returned to my inbox - as well as the sent file and a file I labeled for year's receipts). So I do believe this was your server issue, not my software, operating system, and absence of third-party delivery. Thank you for working on my case.
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user_ba462e
Visitor
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6 Messages
3 years ago
Both of my email accounts are missing emails as well. I'm not sure what is going on with their servers but it can't be blamed on us with so many writing about the exact same issue. One of my email accounts had over 60% removed.
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