user_w8s4to - Hello! You’ve reached the right team, and I’m really glad you reached out . We’re here to help get your Xfinity email working the way it should. To understand what’s going on and work toward a solution together, I’ll need to ask a couple of quick questions. To start, can you let me know how you’re currently accessing your Xfinity email? Also, have you already completed the upgrade from your Comcast email experience to Yahoo Mail? We will get this sorted out. I’m here to help every step of the way.
These answers are indicative of extremely poor customer support. You didn't walk the customer through to a solution as promised. You simple ignored the customer's very specific problem and wording for a resolution? He/she didn't indicate that they couldn't see any folders, nor was the request to find delete emails. Those two problems are very simple and you have the answers posted in the FAQ section. How to recover deleted emails? is one simple question that FAQ provides an answer to, and the second is, How do you put the folders back into view when only the emails are filling up the screen? and the answer is provided in the FAQ. So, what in the world are you promising this customer, who specifically cried out for help, because some important folders have gone missing and the content of these folders is extremely important? Seriously, there are thousands of customers that are asking for help recovering specific folders with important emails in the folder(s), and technical expertise is required from a trained support assistant? This is horrendous customer care on the part of Comcast/Xfinity. I started with the Xfinity Assistant, which was unable to read my well-worded question: How do I recover two missing email folders? I didn't ask for help with deleted emails, nor did I indicate that ALL of the folders cannot be seen and how do I put them back into view? The bot was far-removed from having any AI programing. It just kept asking me to choose fro 6 choices. Then I tied to reach customer support, with a live agent. This feature is very well hidden. Next I tried the forum and found that there are tens of thousands customers all requesting help to recover missing or lost folders, but there is not one that I found that has a detailed method of locating or recovering missing folders. I have lost all saved emails that were being saved in a folder title, "Book", from 2006 to 2026, which were need for a book that I am writing, The folder is priceless. I wanted this post to be read by as many customers of Xfinity/Comcast, as possible, in the hope that someone has a solution. Yes, this folder should be on the Comcast/Xfinity servers, but that will require a customer care representative; who really does care about one individual customer at a time. and will not belittle my request as if it is just a FAQ. I am typing with tears hitting my laptop. I really am hoping that I am cared for by just one valuable representative. Thank you, who I know is out there, GB
Thanks for taking the time to post on our Xfinity Community Forums page, @gbakmaars. I'd like to do everything I can to help in recovering your missing folders. How long ago did they go missing? Have you tried going through the steps indicated in Recover deleted emails — Xfinity Email help?
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.
Thank you for providing that insight, @gbakmaars. I sincerely wish we had the option to just reset or restore a mailbox to a previously intact configuration, but our control over email is understandably limited, due to privacy and security protocols. Regardless, we can always reach out to our advanced support team for assistance with something like this. I have seen them work miracles with some of these more complicated issues.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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.
I was contacted by the Xfinity support person, and he chastised me for sending a note to an employee, which I didn't understand. But requested my information, which I supplied. I never heard back,which is discouraging, and I hope it isn't because I am temporarily living where Xfinity does not supply service, for that would be a lack of vision and the neglect of future potential customers again, if given the choice, I have lost over 1,000 emails in dozens of folders and these are from a 15 year period of time. Some, like emails from my departed father, are irreplaceable. I really would be so grateful to recover these emails in folders. I can see emails from 2012, when I use the feature to right click on the trash folder. It shows me all kinds of emails, which confirms that they are still accessible. Please try, someone reading this, to put me in contact with someone with the authority to put my folders back into my email account, in such a way that the folders are visible to me. You can't imagine what a source of positive advertising, I would become. Thank you !
Thank you for trying. I am not very hopeful as the Xfinity reps that reached out to my first post, never got back to me. I can see saved emails going back 15 years, so I know that they are reachable, but it is all about the level of customer care commitment. I have a a lot of experience with helping others, but have not found that same kind of passion, that doesn't know what "give up" means. Thank you for the phone number. I will try again, as the first two attempts resulted in hang ups. It appears that I was talking to an outsourced Asian connection, but it was difficult to tell.
XfinityThomasA
Official Employee
•
3.4K Messages
2 months ago
To start, can you let me know how you’re currently accessing your Xfinity email? Also, have you already completed the upgrade from your Comcast email experience to Yahoo Mail? We will get this sorted out. I’m here to help every step of the way.
7
0
gbakmaars
Visitor
•
4 Messages
14 days ago
These answers are indicative of extremely poor customer support. You didn't walk the customer through to a solution as promised. You simple ignored the customer's very specific problem and wording for a resolution? He/she didn't indicate that they couldn't see any folders, nor was the request to find delete emails. Those two problems are very simple and you have the answers posted in the FAQ section. How to recover deleted emails? is one simple question that FAQ provides an answer to, and the second is, How do you put the folders back into view when only the emails are filling up the screen? and the answer is provided in the FAQ. So, what in the world are you promising this customer, who specifically cried out for help, because some important folders have gone missing and the content of these folders is extremely important? Seriously, there are thousands of customers that are asking for help recovering specific folders with important emails in the folder(s), and technical expertise is required from a trained support assistant? This is horrendous customer care on the part of Comcast/Xfinity. I started with the Xfinity Assistant, which was unable to read my well-worded question: How do I recover two missing email folders? I didn't ask for help with deleted emails, nor did I indicate that ALL of the folders cannot be seen and how do I put them back into view? The bot was far-removed from having any AI programing. It just kept asking me to choose fro 6 choices. Then I tied to reach customer support, with a live agent. This feature is very well hidden. Next I tried the forum and found that there are tens of thousands customers all requesting help to recover missing or lost folders, but there is not one that I found that has a detailed method of locating or recovering missing folders. I have lost all saved emails that were being saved in a folder title, "Book", from 2006 to 2026, which were need for a book that I am writing, The folder is priceless. I wanted this post to be read by as many customers of Xfinity/Comcast, as possible, in the hope that someone has a solution. Yes, this folder should be on the Comcast/Xfinity servers, but that will require a customer care representative; who really does care about one individual customer at a time. and will not belittle my request as if it is just a FAQ. I am typing with tears hitting my laptop. I really am hoping that I am cared for by just one valuable representative. Thank you, who I know is out there, GB
4
Again
Expert
•
34K Messages
13 days ago
@gbakmaars
You can try calling our Customer Security Assurance.
Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week
Contact: 1-888-565-4329
1
0