ferriro1's profile

Regular Visitor

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4 Messages

Sunday, May 21st, 2023 6:22 PM

Closed

Email - Can Send but Cannot Receive

I am currently unable to receive emails from Comcast’s mail servers although I can send them (all this week). My email client (eM Client) reports that my credentials were rejected by Comcast’s IMAP server even though the SMTP server accepts them. No matter what port I use (993, 125, etc) the result is the same. I have tested this with a total of 5 email clients (eM Client, MS Outlook, Thunderbird, MS Mail and Gmail). The results are uniformly the same - none of them can receive an email from Comcast's IMAP server. eM Client reports that my credentials were rejected by the server while both Microsoft Outlook & Thunderbird report that I have a “temporarily blacklisted ip address”! I can send and receive emails on Comcast’s web email, so clearly my credentials (username, password) work in that instance. Today I installed a vpn. When I did that I can send and receive emails from all of the email clients! When I turn the vpn off, I lose the ability to receive email. So my question, “Is Comcast blocking my ip address and if so, why?”. BTW, I spent over an hr on the phone with a Comcast CSR who could not fix this!

Official Employee

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443 Messages

2 years ago

@

ferriro1 Thank you for reaching out regardig your email concern. Since you've already done some troubleshooting with our phone team, let's go ahead and take a look at the account and we can circle back here with any additional steps we took. 
 
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. Please include your full name and service address. 
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.  Please provide your full name and service address in the Direct Message.

 

Regular Visitor

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4 Messages

2 years ago

So I followed your instructions above to send a DM and after doing so I got a red exclamation point that said "Could not send". Question - Does anything at Xfinity work the way it is supposed to?????????????????

Regular Visitor

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4 Messages

2 years ago

As a followup to my previos message.

At this point, I do not have the time nor the patience to continue this thread. Here is what was in my DM to you sans my personal identifying information (you already have that via my conversations with your CSR).

"I am back home now and of course have a new ip address and now both the IMAP and SMTP servers accept my credentials (previously my credentials were refused by the IMAP server!). So it all seems to be working now. BTW, something similar to this happened to me two years where I could not receive emails at my home ip address. This persisted for 1 - 2 weeks and then suddenly everything worked again. During this time my Gmail has worked flawlessly. I've decided at this point to transition my critical email to either Gmail, Outlook or Proton and relegate junk email and advertising to Xfinity. I will utilize Xfinity's email forwarding to deal with legacy emails. In the end Xfinity is simply not reliable enough to entrust important email".

Official Employee

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443 Messages

@ferriro1 I'm glad to hear the issue has resolved and understand if you chose to use another email client. We are here around the clock if you should need further assistance with any of your Xfinity products/services. 

I no longer work for Comcast.

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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