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user_02193d
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Wednesday, January 15th, 2025 2:17 AM

Cannot access Comcast email via WiFi using the MAIL app, but 5G/4G works fine

About a week ago, my wife's Comcast.net emails stopped loading while on WiFi via her iPhone when clicking the MAIL icon on the task bar of the iPhone. She can however access Comcast email via the Xfinity website on the iPhone & laptop using WiFi. If I turn WiFi off, the emails load no problem using the MAIL icon.

She is in a different location and uses Cox WiFi and Comcast MAIL was working perfectly until a few days ago.

A few notes:

-She can access email via Windows laptop with no problem

-She can access email using 4G/5G on her iPhone, but when switching back to WiFi, it hangs

-Can access email via the xFinity website while on WiFi

-Have reset password

-Have deleted and added settings back

-Third party access is enabled

-Running latest version of IOS on her phone

On the iPhone, when I turn off WiFi and use Verizon 4G or 5G, the mail loads immediately.

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5 days ago

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Pisces

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106 Messages

21 days ago

Same for me but Samsung Android phone.

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XfinityRichard

Official Employee

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1.6K Messages

19 days ago

Hi there, @user_02193d I'm very sorry for the trouble your wife is having with emails not loading. Since it's been a few days since you last posted, are you still having the same issues? If you please don't hesitate to reach back out so we can start troubleshooting the issue.-Richard

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Pisces

Contributor

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106 Messages

Me too. Samsung phone works on 5G but not Wifi. Did all above with Comcast tech. 

Gmail no problem. Wifi is not Comcast. Plan to phase out Comcast. 

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19 days ago

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XfinityThomasC

Official Employee

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2.2K Messages

Hello, @Pisces 

Sorry for this inconvenience. Have there been any recent changes to your mobile phone like a recent update? Have you enabled third party access on your phone? 

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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17 days ago

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user_02193d

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3 Messages

No changes, still experiencing the issue. As soon as I turn on 5G/4G, the email attachments start coming in. When WiFi is on, the attachments never complete.

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16 days ago

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XfinityMartyR

Official Employee

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1.7K Messages

@user_02193d I would recommend reaching to our Customer Security Assurance (CSA) Team at 888-565-4329 to see if there is an IP block for that device. 

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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13 days ago

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user_dtd2p4

1 Message

I am having the same problem. I downloaded a new email client to see if that was the issue, and it says "The IP address is blocked by IMAP server". This certainly tracks, because once I use 5g email works. 

I called the number, waited 45 minutes, spent 20 minutes verifying my account that has not been billed in 10 years since I moved, spoke at length about VPN usage (I'm not using one), spoke at length about all the different email clients I've used, we needed to drill down the EXACT date that I first noticed an error, then escalated a ticket to someone else.

If you guys are blocking legit IP addresses of ISPs, why is it so hard to ask for an IP and check if it's blocked?

(edited)

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13 days ago

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user_duedic

1 Message

7 days ago

Same with my Samsung Android phone. If I move to another Wi Fi area or turn off Wi Fi on my phone and then turn it back on, the missing messages appear.

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XfinityGabriel

Official Employee

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2K Messages

 

user_duedic, Hi there! Thanks for taking the time to reach out. I know how important it is to keep those messages from disappearing on your Samsung android device. I am sorry to learn about this experience and the inconvenience that this has caused you. You've reached the right place. Our team of experts will do everything we can to get this resolved over social media. Are you able to access those messages when accessing the emails directly from our web mail server at this link here?

 

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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5 days ago

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