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user_pmgkba
1st Topic

Visitor

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4 Messages

Sunday, June 1st, 2025 7:10 PM

2 Weeks of Emails Completely Disappeared

There are many posts about this issue, with no clear solution. We just had all emails disappear from 5/19 to 5/30 (Inbox, Trash, Sent, Junk). They are gone from Outlook, from our mobile phones, and from the Xfinity server. We've tried all the posted "solutions" with no remedy. There were important emails here and we need them back ASAP. A similar thing happened in early April, again losing almost 2 weeks of emails without a trace. We've used this account for over 20 years and are just having this problem in recent weeks (along with many others it appears). This is unacceptable - please fix it now.

Question

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Updated 

2 days ago

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XfinityNatalie

Official Employee

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92 Messages

3 days ago

Hi there, user_pmgkba! Thank you for bringing this matter regarding your missing emails to our attention. Rest assured, you have reached the right team to assist you! It is vital to have access to all the important emails you need.

Please follow the troubleshooting steps below one last time and let us know if this helps. If the issue remains, please reply here so we can work towards a clear resolution. 

  • Check the Trash/Junk folder and look for any recovered items.
  • Clear your browser cache and cookies history from your web browser.
  • Sign back into your Xfinity Email.

 

(edited)

6

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user_pmgkba

Visitor

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4 Messages

As I noted, the missing emails are also gone from Trash/Junk. I've cleared browser (Firefox) cache and cookies, and signed back into Xfinity Email. 2 weeks of emails still missing.

We normally use Outlook for email management, and email apps on Samsung mobile phones, and almost never access Xfinity Email directly. The missing emails are gone across all devices as well as Xfinity Email.

Also, as I noted above, emails are missing from Sent over the same period of 5/19-5/20. These are set up for manual deletion only, and we haven't touched them.

This is a critical problem which seems to affect many users. Desperately need a solution or we will have to migrate a large number of various accounts to a reliable email provider.

Thanks

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3 days ago

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XfinityNatalie

Official Employee

 • 

92 Messages

We truly appreciate you exhausting all the troubleshooting resources on your end as well, user_pmgkba. Since the issue remains persistent, we recommend contacting our Customer Security Assurance team. They are a dedicated team that has extended tools to help with email server issues and recovering missing emails when possible. You may reach out to our team at 1-888-565-4329. They are available from 8:00 am - 12:00 am EST.

 

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.
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3 days ago

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user_pmgkba

Visitor

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4 Messages

I spent about an hour on the phone with tech support. The agent was very motivated to help and was able to do a restore on several months of emails. However the 2 week gap persists and it appears these emails - Inbox, Deleted, Sent - are simply GONE. How on earth can this happen?

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2 days ago

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XfinityThomasC

Official Employee

 • 

2.6K Messages

@user_pmgkba I'm disheartened to hear they were unable to get the 2 weeks gap of emails recovered. Was one of the solutions they used to reset the Xfinity ID password at Xfinity.com/password? Then after resetting their Xfinity ID password, ensure the password stored in the third-party email program is updated to their new Xfinity ID password to continue sending and receiving emails? Some customers have been having difficulty sending and receiving email from a third-party email program like Outlook, Apple Mail, Gmail or others because of the need to update that info. 


 

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

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2 days ago

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user_pmgkba

Visitor

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4 Messages

Thanks for your reply. We did not do a password reset, but I don't believe that is related to this problem. We can send and receive email across all devices, the issue is the loss of all emails from 5/19-5/30, across all devices including the Xfinity servers.

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2 days ago

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