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.
My email address is [Edited: "Personal Information"]. I access the account with Firefox. My email account was recently hacked and all of my saved folders disappeared. I really need to get them back - January 30 or 31 are good restore dates. Thanks
user_w8s4to - I understand how important emails are and can help troubleshoot. Can you please try to access your email via Xfinity Connect and let me know if the missing folders are visible?
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.
user_w8s4to - It can definitely be frustrating when your email folders don’t show up or when you’re trying to recover something important. Let’s walk through a few things you can try: 1. Check if your folders are hidden
In Xfinity Webmail, look at the Inbox. If you see a right‑facing arrow next to it, click it to expand and reveal your folders. You can also scroll to the bottom of the left-hand panel. Look for Show/Hide folders.
If it says “Hide,” that means your folders are already visible. If it says “Show,” click it to reveal everything.
2. Recover deleted emails If you’re trying to restore something from the Trash, here’s how:
Sign in to Xfinity Email with your Xfinity ID and password. Right‑click the Trash folder, or click the More Actions icon (three horizontal lines) next to it. Select Recover Deleted Items. Choose the messages you want to restore and click Move Selected Items. Pick the folder you want to move them to and click OK or Move.
You’ll have 30 days to recover deleted emails before they’re permanently deleted. Tip: To select multiple emails at once, click the first email, hold Shift, and then click the last one in the group.
Included below are a few informative articles which may 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.
@XfinityThomasA How do I adjust the width of my email screen? For some reason it changed. My incoming emails now take up the whole screen. I can no longer see for example the word "sent" to click on at the left side of the screen. I access my email on my desktop computer.
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.
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.
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gbakmaars
Visitor
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2 Messages
22 hours 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
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Again
Expert
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33.9K Messages
2 hours 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
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