email search function is not working since 3/17/22

We are so glad to hear that this issue has been resolved @brunozzilinda!  I see that a few days have passed since first reporting this issue. How are things now?

@brunozzilinda​ 

Do you know how the issue was solved?  I've spoken to tech support and posted on this blog, but mine still hasn't been fixed.

@timmonselectric​ can you retry now and let me know if it worked. 

It is not working as of 5/12/2022 at 10:33am. 

@timmonselectric  I will send me a direct message so I can collect some details about your experience. 

@XfinityGabrielS​ 

Current version of Chrome on a Windows 10 Pro pc.

The search does NOT work still. It seems to work only in the inbox, but certainly not any of the other boxes. I've searched for unique words in the subject, and unique words in the body. By unique I mean that there might be only one use of that word in my twenty+/- years of emails.

Thank you for the update! I would like to look into this further. Could you please send our team a direct message with your full name and full address?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

@XfinityLuis​ I'm just seeing your reply now. When I am logged in there is no "Peer to Peer" anything. There is, though, a "Direct Messaging" icon, so you should change your instructions. Through that Direct Messaging, I followed your directions and sent a message to Xfinity Support.

Perfect! We'll be assisting you further privately.

Hey there @user_721a17 , I appreciate you reaching out for assistance here at the Xfinity Community Forums and am sorry to hear that you've been experiencing issues searching your Xfinity email inbox since April. Have you had a chance to check out this document and try some of these tips for easier searching of your inbox that our awesome specialists had provided in this thread? Additionally, may I ask how you are accessing your inbox- via desktop website or mobile app?

@twjones114​ @ I kicked off a rebuild of your search around 3 pm Eastern yesterday.   Since your mailbox has a good amount of folders and mail it probably took a while to rebuild. It should be complete now, let me know if you still have search issues and what you experience if you do. 

No change,  still will not pull up anything pryor to 3/22,  they are there, it just want search them.

 I am sorry to hear that your search functionality is not working @twjones114 . Have you tried to clear out your cache and cookies from your browser? 

@twjones114​ looks like there was an issue when your search was rebuilding that has been fixed now. Please check and let me know.  I also replied to your direct message. 

As of today,  search is working correctly,  thanks for the efforts,  

Hi @user_48413f,

@XfinityGabrielS mentioned earlier in this thread that there was a fix implemented a while back for the search functionality, so if you are still seeing issues, we would want to look into them individually. 

Please send over a direct message so we can make sure we get this resolved for you, using the following instructions: 

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://comca.st/3NXZv5r

 • 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

See https://comca.st/3O2f38r for an example.

 

I'm having the same problem with the search function starting 8/28/22.  It's gone to Level 3 but is not getting fixed.  I've spent a lot of time on phone calls.  This is hurting my business.

@user_082e7c​ I just posted some advice on this to that forum. Hopefully it helps.

@user_082e7c I am sorry to hear that you are having trouble with viewing your emails, we definitely want to help you with this. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

Press Enter to send it

See  https://comca.st/3KQF8q9 for an example.

@lorisblackburn​ If you can see the emails by scrolling, but they do not show up in a search, than you may need to get the problem elevated within Comcast. From what I can tell the first tech person you deal with will listen but then elevate this issue. Make sure you have food, water and a flashlight as it will take time. It is VERY hard to even get through to Comcast at all, so if you are able to get there, tell the problem and go through the steps that they ask. At that point you should be able to get through to someone, if not, try again--later or the following day. If it was not such a valuable part of Comcast, it would not be worth all the hoops. However, persist and be patient. I do not know why it happens, however I believe--and I have no technical skills with which to back this, that the search engine starts to see your attempts as failed log-ins and access gets denied. 

Hello. Thank you for bringing this to our attention. Something I would try is to reset your Xfinity password, along with logging off of the network, by "forgetting" the network, and logging back into the network using your username. This will refresh your profile, and also your network settings for any changes pushed through recently. If that does not work, send me a direct message, I will be happy to help further. 

@talax​ Me too. I called a couple of times. I lost the ability to search emails in any folder that I received, sent between March 30, 2022 to basically August 31, 2022. The emails are on the server, but in that period they do not show up in a search.  Before or after: the emails are searchable I have called a couple of times. I was told on Friday to wait a couple of days.  Seems like a fair enough idea. 

The issue continues. I called again yesterday after a 3 day wait, and was elevated a few levels. During this process I was told that I would be called back, and I was called back once, but there was no improvement.  This is the second time for me. The search function "broke" on March 17, 2022. That was eventually and very successfully fixed. I have had a fully functional search which worked all the way back to 2019--which is when I started to use the Comcast email. On or around August 30, 2022, the search function stopped again for any and all emails going back to March 30, 2022.  Any emails that occurred prior to March 30 are searchable. All email is still intact, they are still on the server, but after March 30, 2022, those emails will not show up in a search. I have to scroll down through 4 months of emails to manually search anything that occurred in that period.  This isn't minor for many people, including me, as it takes a really long time and is no where near as effective, or as reliable (you can miss items that the search function would "get"). 

I believe that the search function may be useless now to search any emails that were sent or received after this August 30, 2022 as well, but as it was a long weekend, it is really hard to tell.  

I am not technical, I do not know how to fix this. Last time, I was told that my search had to be "rebuilt".  Unfortunate, but why again? Why back to almost the exact date?  I am also cautious as it seems to take forever to explain that the emails are not lost, they are there, but after March 30, 2022, the search engine does not work--it is as though it does not see those emails. 

Comcast tries to help, but it takes so long to reach someone and to re-explain it, but I need this function to work again.  I will try again.

i would like some help?

Sorry for the delay, and thanks for the info, Steven. Looks like I lost your conversation there for a bit. I'll also need to send you a six-digit code to gain access to your account. Would you rather me send that code to your email tied to the account or phone number tied to the account?

To my email please.

Thank you.

@kgarrity84​ I've been on chats too, but it still isn't fixed after 3 days.  I've going through and deleting as many emails as I can so I don't have as many emails to scroll through since I don't have any confidence this will be fixed.  I have thousands of emails.  If it doesn't get fixed, I am requesting a credit to my billing.  I'm paying for a service that works.