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eolcott
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12 Messages

Tuesday, March 22nd, 2022 4:16 PM

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

The emails are on the server as you can locate them by scrolling, but when the search function is used, it does not find.  I do not know how to say this any other way: the search function is not working and I am getting assurances that xfinity/comcast knows this and is working.  It worked fine before the upgrade and is now useless.

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4 years ago

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Monysmom

New Poster

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4 Messages

4 years ago

I do not understand why, if this is such a common problem, Comcast hasn't fixed the bug?

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kellyk3

New Poster

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15 Messages

@Monysmom​ Agree, this is horrible and is costing people time and money.  

4 years ago

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XfinityGabrielS

Official Employee

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135 Messages

4 years ago

The search issue should be resolved for everyone now (again). There have been a couple of bugs, the first one we fixed, but this latest one is a bit more intrusive and taking longer. We expect to roll out the permanent fix over the next 2 weeks. 

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talax

Visitor

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13 Messages

4 years ago

@Xfinity Support I am still having issues with my email.  This has been going on for about 10 days.  See my other posts in this topic.   My current status is:

1) A search without filtering to an email  seems to work, however, even then, it seems to be missing a time period earlier this year, although I am seeing emails from 2018, 2019 and 2020.

2)  If I search using an email, I will get no results, UNLESS the email was sent within the last few days (about 10-15 days).

For example, if I type in "David" and hit return, I get results.  I believe I am still missing results for a few months earlier this year.

However, if I type in "David" and choose the person's email, or even just choose "David" as a From: in the dropdown, I will get zero results, unless I got an email from David in the last few days.

This is "better" than it was before, in which I was getting no results for either #1 or #2 above.  So there has been some "progress".  But it is still unreliable, and I really want to be able to search for just that specific David, and not all emails that happen to have "David" somewhere in the email.

I believe they are "working on it", according to my DM's, but I am having trouble understanding why it is taking so long.

(edited)

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eolcott

Visitor

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12 Messages

@talax​ Comcast is having some major issues. Its horrible. BUT the search function is essential.

The search is perfect.  There is no reason why you should be happy with progress: you pay a good price for something that works. Insist that it get fixed. I mean totally fixed. It can be done as well. No, I do not know why it happens and I do not know why it takes so much to get it fixed, but, I do know that it is repairable.

We have to pay, in turn they have to perform.  Keep calling, and do it again and again. Do not agree to half a job. Keep calling, be patient, but, do not give up. The search engine works, keep at it too.

4 years ago

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talax

Visitor

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13 Messages

4 years ago

I have an update.  It's actually WORSE than I originally though.  I searched for "David" and I got results, but I didn't look close enough.

All of the results returned from my "Sent" folder, not the "Inbox" folder.

I.e. the Search functionality does not "see" any of the emails in the main "Inbox", just in folders.

Since most of my email is in my main "Inbox", this is a problem.

This has been going for 10+ days.   

@Xfinity Support   Can you provide me an update?

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talax

Visitor

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13 Messages

It doesn't even see emails in all subfolders, just the "Sent" folder.

I have a few folders I set up a while ago.  If I search in the "Inbox" for emails I know are in one of the subfolders, no results (unless it is in the "Sent" folder.)

If I go to the subfolder, and then search, it can find the emails.

This is REALLY [Edited: "Language"].

(edited)

4 years ago

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talax

Visitor

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13 Messages

4 years ago

No update still the same poor search.

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CPAMincheski

Visitor

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2 Messages

4 years ago

@Xfinity Support  I have been having the same issues as stated previously in the thread. My search function seems very limited and only goes as far as about 7-10 days. I have looked through the setting and could not seem to find a solutions until I found this thread. I am wondering who I would need to speak to for this issue to be resloved?

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kellyk3

New Poster

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15 Messages

@CPAMincheski​ I started with 1800-XFINITY, but then I asked for a higher level after three troubleshooting people couldn't do anything for me.  It got up to security level 3.  

4 years ago

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CPAMincheski

Visitor

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2 Messages

@kellykamow​ ok thank you I will try to reach out to them and see what they can do for me. 

(edited)

4 years ago

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talax

Visitor

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13 Messages

4 years ago

After around 15 days, it looks like my email is back to normal finally.  

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kellyk3

New Poster

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15 Messages

@talax​ Did you end up calling them for that to happen?  

4 years ago

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talax

Visitor

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13 Messages

No, just used direct message feature.

4 years ago

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user_88d6c7

Visitor

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7 Messages

4 years ago

still happening to me.  There is no way it takes 7mos to fix.  What's up Xfinity??!!!

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user_30a5ae

Visitor

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5 Messages

4 years ago

@XfinityGabrielS​ I am also having issues searching emails.  I spent over an hour with tech support and they were not able to resolve the issue.  

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XfinityDemitrius

Official Employee

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2.7K Messages

Hey @user_30a5ae ,
We would be more than happy to assist. Have you attempted to clear your web browsers cache/cookies to see if that helps clear up any issues you may be encountering and experiencing? Please let us know. We are only a quick message away. 

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

4 years ago

0

user_30a5ae

Visitor

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5 Messages

Yes, I tried clearing the cache/cookies/browser many times and it still doesn't work.  Thanks for your help.

4 years ago

0

CCElizabeth

Problem Solver

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908 Messages

@user_30a5ae Of course! Thank you for clearing cache and cookies. Have you tried anything else alone or with a customer service expert to troubleshoot this issue? If so, what has been tried already?

 

Reviewing our Xfinity Community Forums, some customers report getting a resolution to this issue after speaking and working with our Customer Security Assurance (CSA) Team. Have you been in touch with them, by chance? Our CSA Team is made of our top security experts who make sure you have a safe online experience. These security professionals handle issues like unexplained data usage, phishing, spam, other email concerns, infected computers (often called bots), online fraud and other security issues. Customer Security Assurance can be reached at 1-888-565-4329 and their hours of operation are 6:00 AM - 2:00 AM ET/Seven days a week.

I no longer work for Comcast.

4 years ago

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user_1b3d91

Visitor

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3 Messages

4 years ago

how do I get my email search fixed?

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user_1b3d91

Visitor

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3 Messages

4 years ago

Hey Comcast,

Can I get my search rebuilt or whatever needs to be done to to fix this issue.. I am not able to search for anything before 3/31/22.

3

XfinityGabrielS

Official Employee

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135 Messages

@user_1b3d91 your search should work now. 

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

4 years ago

0

XfinityRaul

Official Employee

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2.8K Messages

Hello, @user_1b3d91. I'd be more than happy to help troubleshoot your email search issue you're experiencing. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

4 years ago

0

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