EMAIL ADDRESS DISAPPEARED FROM ACCOUNT; NO TICKET OPENED DESPITE BEING TOLD IT WAS

Subject: Executive Escalation Request – Inaccessible Email Mailbox 

To Whom It May Concern,

I am requesting assistance from your Executive Customer Relations team regarding an unresolved issue with one of my Comcast/Xfinity email accounts that has been ongoing since May 2026.

This email address has been active since 2011 and has been our primary email for daily communications.

Although we use this email address for our business, it is not associated with a Comcast Business account. It is one of the email addresses attached to our residential Xfinity account, and I have had to repeatedly clarify this during my interactions with customer service.

Since May, we have been unable to access this mailbox. As a result, we have been unable to send or receive new email through this account and have lost access to more than fifteen years of important correspondence.

The issue initially presented as an IMAP error. We can now sign into our Xfinity account, but when we attempt to open this particular email through Xfinity Webmail, the mailbox simply continues loading indefinitely and never opens.

We have two other Comcast email addresses on this same residential Xfinity account, and both function normally. This strongly suggests the issue is isolated to this specific mailbox rather than our internet service, account credentials, or overall Xfinity account.

Over the past two months, I have made numerous attempts to resolve this issue:

• I have spoken with three customer service representatives through the 800 support number.

• One representative identified themselves as an escalation agent and stated they were confident the issue could be resolved. Before proceeding, they asked for my phone number in case our call became disconnected. Unfortunately, the call was immediately disconnected, and despite having my number, no one called me back.

• I then visited my local Xfinity store, where both the store manager and assistant manager assured me that an engineering ticket had been opened on my behalf.

• When I contacted Xfinity again today to check on the status, I was informed that no ticket had ever been created regarding this issue. The customer service representative I spoke with today stated that they opened a new ticket during our call.

The most frustrating aspect of this experience has not simply been the technical issue itself, but learning after weeks of waiting that the engineering ticket I had repeatedly been told existed apparently never existed at all.

At this point, I respectfully request that this matter be reviewed by the team responsible for mailbox provisioning, restoration, and backend email systems, rather than standard front-line technical support.

Specifically, I would appreciate an investigation into the following:

• Whether still exists on Comcast's email servers.

• Whether the mailbox remains properly associated with my residential Xfinity account.

• Whether the mailbox has become corrupted or otherwise inaccessible.

• Whether the mailbox can be repaired, reindexed, or reprovisioned without losing its contents.

• Whether the mailbox and its contents can be restored from available backups if necessary.

This email account has been an essential part of our daily communications for more than fifteen years. The inability to access it has significantly affected us, and after two months of unsuccessful attempts through standard customer support, I am asking for assistance from a team with the authority and technical resources to thoroughly investigate and resolve this issue.

Please contact me for specifics