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NHValCustomer
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8 Messages

Wednesday, November 8th, 2023 6:58 PM

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EMAIL not Syncing on any device - Customer Support is not existent for email. No communication from Xfinity on the widespread problem

Tested both desktop Outlook app and Samsung email app.  Also installed Outlook app on cell and not able to connect to Comcast IMAP server.

This problem has been happening since yesterday.  Email has not synced since yesterday. Error message stating it cannot connect to server.  

We have been customer for over 15 years.  This is the 1st time we have had this problem. And it appears that other Comcast customers are having this problem as well.

Question

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Updated 

1 year ago

 • Edited

10.9K

67

user_v8r73m

1 Message

1 year ago

Comcast should have notified their customers that they were having a problem!  It's enough of a burden to not be able to send/receive Xfinity emails through 3rd party apps, but I've also spent my own time searching for, and attempting to fix, the problem.   Glad to know the problem isn't on my end, and I'm hoping Comcast can correct this soon.  The cost for your service isn't cheap.  Will there be a credit issued to compensate your customers?

1

Again

Expert

 • 

31.4K Messages

@user_v8r73m​ 

Comcast should have notified their customers that they were having a problem!  It's enough of a burden to not be able to send/receive Xfinity emails through 3rd party apps, but I've also spent my own time searching for, and attempting to fix, the problem.   Glad to know the problem isn't on my end, and I'm hoping Comcast can correct this soon.  The cost for your service isn't cheap.  Will there be a credit issued to compensate your customers?

FWIW, email isn't a line item charge, so doubtful you will see a credit. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

fisherbob

New Poster

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4 Messages

1 year ago

Same problem as others no syncing, tried same fixes noted many times but no resolution. I wish that Comcast/xfinity had notified users that a problem existed would have saved a lot of angst. 

0

user_euoyqk

1 Message

1 year ago

I'm having the same problem

0

user_b9xnw5

3 Messages

1 year ago

You know what really grinds my gears . When u try to call comcast and you have to spend minimum of the first 5-7 minutes of your call with a automated assistant that is useless and extremely frustrating.  So by the time I get to talk to a real agent I'm already beyond frustrated. 

(edited)

0

user_ktf0b5

1 Message

1 year ago

I am also having this problem on my phone and tablet.

1

XfinityChristy

Official Employee

 • 

2K Messages

@user_ktf0b5 Thank you for reaching out via our Xfinity Forums. Our team of engineers and experts are aware of this issue, and working to resolve it as quickly as possible. Apologies for any inconvenience this may have caused. In the meantime, we recommend accessing your Xfinity Email from the Xfinity Email website.

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

1 year ago

user_aa3g5k

2 Messages

1 year ago

I have been having the same problem since Tuesday.  If this is a known issue, why hasn't Xfinity posted something on the website or app to let everyone know.  I had a chat yesterday but the tech couldn't help me.

1

XfinityKassie

Official Employee

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1.7K Messages

@user_aa3g5k Thank you for taking the time to bring your concerns to our Community Forums Team regarding your email issue. We appreciate the feedback, as we are always looking for ways to improve our customers experience with our products, services, and support channels. I will be sure to pass along the sentiments. While we don't have an ETA at this time, I can get your information, and be sure we are tracking the issue for you. To get started, can you please Direct Message your name, and service address? 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

1 year ago

0

yankees0001

Contributor

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53 Messages

1 year ago

I am having the same issue but with only one of my Xfinity/Comcast accounts using the Samsung Email app on my S23 Ultra.  The issue started on 11/6/23 at 2:42am and has not synced since.  My email is working fine on all my devices that are using the Samsung Email app.  Every once in awhile I will get the opportunity to validate the account by entering my password, after that my email will sync.  After about 15 minutes or so the issue returns.

1

XfinityChristy

Official Employee

 • 

2K Messages

@yankees0001 I know how important access is. Our team of engineers and experts are working to resolve this issue as quickly as possible. In the meantime, we recommend accessing your Xfinity Email from the Xfinity Email website.

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

1 year ago

0

user_aa3g5k

2 Messages

1 year ago

I have been having this issue since Tuesday.  Chatted with an agent but was disconnected, no response.  If Xfinity is aware of the issue, why hasn't a message been posted on the website and/or app?  How long will it take to get it fixed?

0

user_744rvi

4 Messages

1 year ago

I have had the same issue since Tuesday evening as well.  I have read through pretty much this entire channel - it seems that uninstalling and reinstalling will provide you with brief temporary relief (your email will get updated to the current time) but will not be able to sync again as soon as it needs to reauthenticate.  As a tech guy, it appears that the problem is related to that reauthentication process.  I am hoping their engineers will get this fixed soon.

1

XfinityArmand

Official Employee

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2.1K Messages

Hi there @user_744rvi!  We hate that you are having an issue with your email.  This is not at all the experience we want for you to have.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

 • Press Enter to send it

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

1 year ago

0

user_82osp2

1 Message

1 year ago

Do we have a time frame on this fix? I haven't been able to sync since Tuesday.  This is ridiculous 

1

XfinityGabriel

Official Employee

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2.2K Messages

Thank you for reaching out via our Xfinity Forums for a time frame, @user_82osp2. We are uncertain of the estimated end time. Our team of engineers and experts are aware of this issue, and working to resolve it as quickly as possible. Apologies for any inconvenience this may have caused. In the meantime, we recommend accessing your Xfinity Email from the Xfinity Email website.

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

1 year ago

0

BruceW

Gold Problem Solver

 • 

26.3K Messages

1 year ago

If using the Samsung email app, see https://www.xfinity.com/support/articles/samsung-modern-authentication

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

3

yankees0001

Contributor

 • 

53 Messages

Thanks for the suggestion and possible fix.  I have tried this and it  does not fix the issue. What is strange is that it's only affecting certain accounts.  I have 2 Xfinity accounts on my S23 Ultra, one works fine and one does not.

1 year ago

0

XfinityJeniece

Official Employee

 • 

3K Messages

Thank you for reaching out through Xfinity Forums @yankees0001. Our team of engineers and experts are aware of this issue, and working to resolve it as quickly as possible. Apologies for any inconvenience this may have caused. In the meantime, we recommend accessing your Xfinity Email from the Xfinity Email website.

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

1 year ago

0

user_744rvi

4 Messages

Followed the instructions on the link - went through two step authentication - checked the "Keep me logged in" and "Don't ask again on this device" boxes - have been syncing successfully for about an hour.  This appears to be working... Thanks BruceW! 

1 year ago

0

maternemaster

Visitor

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2 Messages

1 year ago

Same problem. Galaxy S21.  Can't send or receive my Comcast email from my phone.

0

Greez

Regular Visitor

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3 Messages

1 year ago

Totally unacceptable. Even worse is that Xfinity does not issue an update. I've wasted hours trying to resolve, thinking it may be a phone issue. 

Additionally there is virtually no way to contact a live person at Xfinity. You are put onto a cyclic response that takes you no where. Chat does not respond. This is the worst. Xfinity is on a path to lose their customer base.

1

0

XfinityMartyR

Official Employee

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2K Messages

Thank you for reaching out, @Greez. We do value your time, and apologzie for the current email access issue. Our engineering team is continuing to work on the concern, and we hope the issue is resolved as soon as possible. Thank you for your patience! 

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

1 year ago

0

user_744rvi

4 Messages

1 year ago

Follow the link that BruceW provided above.  It will force you to use two step authentication.  Make sure that when do that you check the boxes for "Keep me logged in" and "Don't ask again on this device".  I have been syncing successfully for over 45 minutes - so "hopefully" that resolves the issue by adding whatever "modern-authentication" is (probably the two step deal).  Thanks Bruce!

1

user_744rvi

4 Messages

(edited)

1 year ago

0

mikeeunice

New Poster

 • 

4 Messages

1 year ago

same here....started on Nov 6th and has not synced since.

0

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