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davep2
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Tuesday, January 7th, 2025 6:47 PM

Comcast email attachments don’t download on iPhone iOS 18.2

I use the Mail app on iPhone to access my Comcast email. After upgrading to IOS 18.2, when I open an email with attachments, it takes several minutes to download the attachments even if small (under 1Mbyte).  It worked fine before IOS18. Internet connection is strong, and I have deleted and reinstalled my Comcast email account, but didn’t help.  Also have deleted and reinstalled Apple Mail app. 

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2 months ago

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XfinityThomasC

Official Employee

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2.4K Messages

3 months ago

Hello, @davep2 sorry the slow attachments are causing this inconvenience. Have any attempts returned an error message? Have you checked your phone's security settings? I found these possible causes online:

 

  • Ensure "Protect Mail Activity" is turned off in your Mail settings, as this feature can delay attachment loading. 
     
  • Check your account settings and ensure the correct IMAP settings are configured. 

Rebooting the phone itself may resolve this issue as well. 

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davep2

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8 Messages

I turned off “Protect My Email “ and restarted iPhone. This did not resolve the problem. When I open email with attachments, each attachments shows message “downloading “. Then it takes a few minutes to complete downloading the attachment. I checked WiFi speed and it is very good. Other email programs (Gmail, Outlook) download attachments instantaneously. 

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3 months ago

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XfinityJeniece

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Thanks for confirming those details and trying those troubleshooting steps. Have you tried forgetting your Wi-Fi Network and then reconnecting to your Wi-Fi? Also, are you noticing this issue when you are using your phone data or only when using Wi-Fi?

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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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3 months ago

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davep2

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I have reset network, and speed test shows high capacity. Other apps work fine, including using Outlook to download same messages and email attachments.

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3 months ago

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XfinityJeniece

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3K Messages

 

davep2 Thanks for confirming those details! Are you having issues both on phone data and Wi-Fi?

 

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
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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3 months ago

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davep2

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Same problem with both Wi-Fi and mobile data.

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3 months ago

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avishomes

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3 months ago

same issue since the ios 18 updates.  I aslo use Gmail and no issue there with that account.  The attachements are just stuck downloading. Most never download at all.

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XfinityKei

Official Employee

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1.4K Messages

@avishomes I’m sorry to hear you're having an issue with your gmail since your IOS update. Are you able to try incognito mode on your mobile device to see if those attachments go through?

If you wee to use a different device other than your iPhone do you have the same issue?

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3 months ago

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davep2

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I dont understand your response. I am not having a problem with gmail. My problem is with the Apple Mail app downloading an attachment from email on Comcast.net server. Also, I do not understand the “incognito “ suggestion. Are you suggesting that I put Google browser/search in incognito mode.  What does that have to do with Apple mail app and Comcast mail server?

the problem occurs on both iPhone and iPad. 

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3 months ago

user_mdel

2 Messages

Has anyone gotten a resolution to this issue?

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2 months ago

davep2

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Still no resolution. Apple support was very responsive - I worked with tech support for several hours, but no solution. Xfinity tech support has not put in any significant effort to understand or resolve the problem. Both support teams said it would be helpful to work together, but not allowed by their bosses. So much for “customer support”. 

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2 months ago

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XfinityChristy

Official Employee

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1.9K Messages

 

davep2 This is a frustrating situation, especially after putting in so much effort with both Apple and our support team! While your internet connection is strong, the specific communication between iOS 18.2's Mail app and our servers for attachment retrieval might be compromised. Here's a breakdown of how to approach this, combining some advanced troubleshooting with a focus on potential workarounds:
 
Network Settings Reset:
  • Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
  • This will reset Wi-Fi networks and passwords, cellular settings, and VPN and APN settings.
  • Afterward, reconnect to your Wi-Fi and reconfigure your Comcast email account.

 

Check Comcast IMAP Settings:

Although you reinstalled the account, verify that the IMAP server settings are correct.

    • Go to Settings > Mail > Accounts > Comcast > Account > Advanced.
    • Compare these settings to Comcast's official IMAP settings. Incorrect settings can cause delays.
  • Disable "Download Remote Images":
    • Go to Settings > Mail > Accounts > Comcast > Account > Advanced.
    • Turn off "Download Remote Images". Sometimes, remote content can slow down mail.
  • Test with a Different Mail App (Temporary Workaround):
    • Download a third-party email app from the App Store (e.g., Outlook, Gmail).
    • Configure your Comcast email account in the third-party app.
    • If attachments download quickly in the third-party app, it confirms the issue is with Apple's Mail app or its interaction with iOS 18.2.
  • Test in Safe Mode:
    • While iPhones do not have a traditional safe mode, restarting the device can sometimes clear out temporary software glitches. Restart your iPhone.

I hope this helps!

 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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