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knogleg
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4 Messages

Thursday, May 7th, 2026 7:02 PM

Email filters getting deleted

About 2 days ago, all of my email filter rules got mysteriously deleted with no indication of what caused it. I remade all of them since I couldn't find a way to restore them. Fast forward to today, and they have disappeared again. Searching for this issue I found a recommendation about clearing the cache, which I tried and did not bring them back. I've had my email filters in place for 4+ years now and they haven't done this before, if there is an explanation for why its happening now, I'd much appreciate it.

If possible I'd like to know if there is a way to restore them and save me the trouble of remaking them again, and any steps I can take to prevent them from disappearing again in the future. 

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4 hours ago

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XfinityJorge

Official Employee

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3.1K Messages

2 months ago

 

knogleg Hi there! Thank you so much for using our Forums and for taking the time out of your day to reach us. I am here happy for the chance to work with you and help look into those email filters that are missing. Are you using a phone or tablet to accesss the emails or a PC? 

 

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knogleg

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I have been using my PC to access my emails, particularly through a firefox browser. I also took the time to remake my filters a third time, but I'd still like to know if there's a method to retrieve the filters in the case they get deleted again.

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2 months ago

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XfinityQuemekia

Official Employee

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1.2K Messages

@knogleg To be completely upfront, because Xfinity Connect doesn't have a native backup or undo feature, there isn't a way to automatically restore filters once they’ve been wiped from the server.

I’ve actually started doing something a bit low-tech myself, I took screenshots of all my filter rules and saved them to my computer just to be safe. It was a total lifesaver when mine vanished a while back!
Beyond that, it’s definitely worth checking if you use any third-party mobile apps or programs like Outlook via IMAP. Sometimes those external platforms can sync in a way that clashes with your web based filters, which can cause them to disappear without warning.
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 as Best Answer.tick

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2 months ago

knogleg

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The only mobile app connected to my email that accesses it like I do on my PC is the built in iOS mail app, which I haven't used in a while (long before my filters got erased). I'll probably do the same with screenshotting my filters if there's no way to find out what was causing it to be deleted, though I hope that I won't need to use them to reconstruct my filters again.

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2 months ago

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XfinityQuemekia

Official Employee

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1.2K Messages

It definitely feels better having that backup just in case! Aside from that, were there any other concerns that came to mind @knogleg?

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 as Best Answer.tick

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2 months ago

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knogleg

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Hi, its been over a month since and my email filters have deleted themselves three more times without any warning or reason. I am finding this to be increasingly annoying every time it happens and with no error code I cannot understand what is causing it. I know that they cannot be saved as a backup as you have already told me, but at this point I'm more concerned as to WHY this is actually happening. I don't want band-aid solutions I want actual answers as to what is causing this.

Please investigate what might be causing this instead of just directing me to find a band-aid solution to a problem that I have no hand in causing and can't fix myself. One of your responses seemed to indicate that this is something that happens to your employees as well, and I'd highly recommend getting your QA and Software Engineers involved so you can figure out what is making this happen and how to stop it. I refuse to believe that after 10+ years of using this Email, that this was an issue that has existed the entire time and is unfixable.

If it really comes down to it, restructure the filters to be compatible with a CSV or JSON format and allow importing/exporting if you truly cannot fix this issue. 

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14 days ago

kberson

Frequent Visitor

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6 Messages

4 hours ago

Two days. That's how long it took for my filters to be deleted after re-entering them for a third time. This is not a cache issue, that's not how a cache works. Comcast has an issue with filters and this needs to be escalated.

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