Comcast email spam filtering problem continues

@plummerl​ Ironically, your note went into my junk folder, along with Comcast's welcoming me to the Forum.

Thanks for your support.

Jim

Thank you for reaching out, @user_8dabb1. My name is Kim and I will be more than happy to assist. Will you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

@XfinityKimberlyB​ Gosh Kim, how can I get such personal attention for the exact, same problem, as I also described above?

Hello @plummerl, and thank you for reaching out with the spam issue as well. I would be happy to work with you to see why you are getting so much spam today. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

@XfinityKimberlyB​ 

Kim, I tried but could not follow your instructions to send you a private message. Send me a note to [Edited: "Personal Information"].

Thanks.

@jumperrider15​ I just had an attempted conversation with the Security Assurance group. I'm promised a response in 24 hours. In my case after 4 months of a spam shower and dozens (3 dozen?) of Filter Rules, it seemed to be getting a bit better. Then I started getting legitimate emails, from people who have been in my address book for up to ten years, regularly going into the SPAM folder. In some cases I am getting the same email in both my SPAM folder and my INBOX! Last week I was expecting a very time sensitive email from someone. It did not arrive as scheduled. I kept checking and after an hour I thought of logging online and checking the SPAM folder. Sure enough there it was, to late to respond. Hopefully they can explain the process to someone who has been a sw engineer for 40 years, but I'm not hopeful. Today's deposit of an email from a close friend in the SPAM folder even has the header showing the "x-caa-spam: f00000" entry, marking it as not SPAM!

So, I had a call from the "higher tier" of the Security Assurance group. It was all that I could do to keep from laughing or crying.

I first tried to get an answer on how the Comcast email filtering worked with regards to checking for address book entry versus the use of a user's email filter rules. I was told that the email first checks the filter rules. If it meets any rule that sends the email to the spam folder, it bypasses the address book lookup. Simply astonishing! Based on this response, any rule that contains anything in the content that you're using for repetitive spam emails, means that should your friend have the same content, innocently, the email goes to the spam folder.

He then said that even if it passes all the rules and is in the address book, if the email address has been flagged as spam by other Comcast users, the email automatically goes to the spam folder.

I then asked about the email from a friend, in my address book for 10 years, was now going to the spam folder on the last 4 emails. The email header had the x-caa-spam-f00000 entry, flagging it as NOT SPAM. His response was that it must be an address that others have marked as spam!

Next on the list was that the solution to having my friendly emails going to the spam folder was to go into the settings and change the Spam Filtering setting in the Advanced Settings to "Override Security Filters - Allow spam and potentially harmful messages in your Inbox.". After explaining that I would then start receiving every single true spam email, he said that was true.

I was then told that the final solution would be that he'd send a message to the server team and they would make sure that all of my SPAM/NOT SPAM flagging of emails would actually take effect. I've been doing this extensively for the last 5 months, including forwarding true spams to  [Edited: "Personal Information"].

This was pretty much when I finally lost it and effectively hung up.

If this is an example of high level tech support, we truly are in a world of hurt.

Welcome to our community forum, @jumperrider15! You've reached the perfect place to get help with any questions you have :). I rely on my Email every day for work so I'd be frustrated if important mail was being sent to my spam folder. I can definitely take a closer look at what's causing this to happen. How do you typically access your Email? From our site or a third party app? 

@plummerld​  Sorry I have not been getting these messages updates in my client inbox, but one came through today and I checked the thread.  What a nightmare you have been dealing with. Thanks for the information on the header denoting marked as not spam!  I still have not received assistance from Xfinity and appreciate the additional information. It looks like there is an old message to my post from Xfinity, which I did not receive in my email to prompt a response from me.

@plummerld​ We truly are in a world of hurt by what I just read in your second post, I don't care if someone else marks something as spam within the entire world, that is for them and not the rest of us!  I deal with enough of that with my phone carrier "if one person marks a phone number as spam and I have them in my phone address book it is automatically marked as spam", I had to adjust my settings to allow all spam call through to my phone, it is pathetic. I am in the process of a job search and some recruiters outsource, so if one individual gets a call and may not understand the dialect of the person calling or if the person calling has a bad connection or does not speak up, fails to leave a voicemail, they are tagged as spam.  I do attribute part of the phone issue to the greed of cell companies wanting us to now pay for caller ID in addition to security services. Sorry to go on this rant, but the filtering of spam you touched on in your post is the same for telecom and it all needs to stop!

Thank you for taking the time to reach out in regard to this SPAM issue, @user_b2cd5e. I definitely understand how something like this would be an inconvenience and seeing that this is your initial post on this thread about this issue, I will start at the basics in order to ensure that no stone is left unturned. To get started, have you gone through your SPAM filters in order to ensure that they haven't been reset in any way? If not, please do so. This link will give you an overview of the Basic and Advanced settings for your SPAM folders. Please let me know if you run into any issues accessing the link. 

That's odd. We definitely want you to get all your emails. To clarify, is it the same email that's having the returning deleted items?

No my email needs to get the Apple Card statement, [Edited: "Personal Information"] and my husband email has the returning deleted emails, [Edited: "Personal Information"]

Hi there, @user_a0f600 I'm very sorry for the trouble that you are having with not getting your emails, I know how frustrating this can be for you. Please be assured we'll get to the bottom of this. Can you please send us a Private Message with your first and last name and service address? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

@user_a0f600​  So many things are being blocked by Xfinity and I have actually had friends tell me they have received undeliverable messages when my email is working just fine and I was not over my limit of email storage.  I asked them to try to send it again and the email came through, however companies are not going to perform this courtesy for us.

@user_503c12 Thank you for bringing this to our attention. I can understand the frustration this has caused. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

Can you confirm the Peer to Peer icon is the icon in the upper right of the screen that says "Direct Messaging" when you mouse over it?

Hey @user_27f34a. I am here and would love to help with your services. 

Could you please send our team a direct message with your full name and full address?

Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9r for an example.

@XfinityCSAEmail​ I just forwarded the email from the Comcast Forum (alert about badge award) from the SPAM folder to myself. Bing! It arrived in my SPAM folder.

I have one email client on my phone using IMAP, with the only reference being to the INBOX in Comcast . I turned the phone off. I forwarded my Comcast Forum (alert about badge) again. Straight to my SPAM folder.

Sounds like it is definitely possible!!! As a 40+ year SW Engineer, I would never think of describing something going wrong in software as "impossible"!  :)

In addition to this issue, I also have many instances of emails from people in my Address book landing in SPAM, with an exact copy landing in the INBOX!

Hi there! I'm very sorry for the trouble you are having. Please send us a DM with your full first and last name along with your full-service address so we can look into your email concerns.

We can continue assisting you through direct message regarding this issue. 

@user_lkp846​ I'm one of those people. I contacted Xfinity again about it, talked to a Level 2 support person two or three days ago. Got another ticket number. PROMISED someone would call back within 24 hours. Never heard from anyone. I spoke with someone at one of the business I don't get email from. They say then when I delete their messages, somehow Comcast sends a notification blocking them from sending me messages. They can fix the problem, but the same thing happens. I'm just hitting delete, not block or anything like that. The message goes into my deleted messages folder. I can name 5-10 businesses I don't get messages from. For example, if I order from Home Depot I never get an order confirmation. I don't get messages from Sprouts any more either. Comcast would much rather ignore problems than help people.

Hi, @user_a0f600 I'm very sorry for the inconvenience you are going through. We are here to assist you with your email concerns, please DM me your full first and last name along with your full-service address so that I can assist you further with your concerns.

Just look here IH 232523600 and tell me why nobody has responded to this.

Hi @user_a0f600 Thank you for that information, can you please DM me your first and last name along with your full-service address, so I can access your account and get your questions answered for you.