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

Hey @eolcott, I am sorry to read you are having email issues. It sounds like you have tickets open, and waiting for our engineers to look into a fix. 

In the meantime, are you able to use search following this document?

@XfinityGabrielS​  Thank you!  Really, thank you.  I knew you guys wouldn't give up! 

Elizabeth

You're welcome! Is everything working for you now, eolcott?

@XfinityGabrielS​ it looks like it may be working now for me.  Thank you.  I was lost without this search feature working-both personally and professionally. 

@user_6357f6

That is great to hear and I am sure it is a huge relief to have this working as it is supposed to! Thank you for your time and for working with us here!

If you need anything else, please create a new post and we will be happy to help. Have a wonderful weekend coming up!

Hello, I'm currently having the issue listed above as of this week. I need some help ASAP  because this email search glitch has been impacting my work.

@barb5100​  This was frustrating, my advice is to keep at it and I know it is difficult as you keep getting bounced and have to repeat the issue.  I knew that there was a problem and no one said that it was me.  I just kept calling and trying, and it did get fixed.  Many people (comcast employees) tried too, but, it was difficult.  I use that search function too. Everything after the date was searchable, but anything prior to the date was inaccessible to me via search and scrolling took way too long.  It's a great function too. 

I have been with Xfinity since I was about 22 years old (back when dinos were a mode of transportation).  They are the best, but you need to keep asking, or at least it worked for me--persist, it is a real problem.  It was worth the effort too. They did fix it, it works and it was a great relief. Comcast/Xfinity is the best internet service, so I am glad they helped. 

@barb5100​ Unfortunately, my story is virtually identical to yours. I even emailed them this thread to show that it's a real problem that has a solution--to no avail. One of the four or five tech support people I spoke with told me that I should just search manually and that computers don't work sometimes. Another looked and said that the problem doesn't show up on their internal known issues board. I have given up for now. I downloaded my many messages to Outlook and use that program when I need to search. I am hoping someone will post more information here on what the fix is.

Hi there @barb5100, I am so sorry to hear that you are having issued with the search function on your email. Now are you using our Xfinity Website to look at your email or are you using third party email clients like Outlook and Mail for Apple devices? 

Hi, @user_ea4792. Thank you for taking the time to bring this issue to our attention. We understand the importance of having access to the search function via your email and we will do what we can in order to help you with this. Just to confirm how are you accessing your email? Are you using the Xfinity Connect platform? If not, could you please give this link a shot and let me know if you get the same error? If you do, please try using the 'Advanced Search' options outlined in this document. I appreciate your time and I look forward to your response. 

Hello Xfinity Roberto and Luis. I  am using - and have only used - the Xfinity Connect platform. Can you do for me - and other customers needing assistance - what you did for @eolcott @user_6357f6 ?? My experience with Comcast/Xfinity until this issue has been positive and customer service reps very responsive, friendly, diligent and fixed the problem. I'd be curious why the difference with this issue.

(Note: normally I wouldn't write all this, but it has been so...arrgghh...I thought I would share it for posterity. Or confirm for others they are not crazy. Yet.) Reading this forum renewed my strength and I have not given up. I didn't think it could get more frustrating, but not so! Last bout, wadded through the  head-banging automated menu to get to Very Nice Nick, who circumvented  the system and got me through to an actual tech person - yay! - or so I thought. I got a rep that listened to the problem, went away, came, back, asked me some questions, then went away again. This went on for a while. When they came back they asked if I was the account holder, and I confirmed that my husband is, I was told that...wait for it...they cannot work to fix the problem unless the account holder calls. It's a security problem, she said. "So if he calls, will you then be able to fix the problem?" "Yes." What?!?! Did anyone on the previous 6 calls ever ask me this? No. Has anyone ever asked me this when I have called to fix any of the other multiple Comcast-related problems (all successfully addressed)? No. I want 10 hours of my life back. I would use it all on massages. But I have a good feeling about where this is going now...

That is wonderful! I will reach back out, right here within the next couple of days, Wednesday, to make sure everything is continuing to work correctly @user_cf43f0. In the meantime, if there is anything else that you may need or have questions about, please feel free to reach out at any time, day or night, and we will be more than happy to help! 

Thank you! It's working for me now, too.

Hello, I am following up, how is everything working? 

Hi Mike, can you help me out in the same way?

@Monysmom

We can definitely help you. Can I ask what type of device you are using to access your emails? With that said, are you up to date with your device's most current operating system? Lastly, have you had a chance to take a glance at our following support document: https://comca.st/36ZxwTy?

Hi, @user_b83945 thank you for messaging us about the same concern as above. Are you able to use search following this document?

@user_d83ad4​   It works! Thank you.

Mine's still not working correctly. It will only pull up the sent emails. Unless it's recent. Ugh.  I need this fixed asap.

Hi there @user_f09cc1, I am sorry to hear that your search functionality is not working. Have you tried to clear out your cache and cookies from your browser? 

@user_0e77aa​   What did they do to fix yours,  mine is still not working

Thanks for letting us know the issue is still present for you, @user_9c030a. I use search a lot for emails so I don't have to sift through the whole box. We will get this figured out. Are you accessing the email box using a phone or a computer? Have you tried clearing the browsing data and ensuring your device's operating system is up to date?

@XfinityGabrielS​ , I just saw @XfinityRay 's message above this morning, so I cleared the browsing cache on my two computers a few minutes ago before I saw your message.  Now the search is working again - so not sure if it was clearing the cache or your rebuilding the search, but whatever it was worked!!!  Thank you both so much!  Lifesavers!

That's great news, @user_9c030a! Thank you for letting us know this worked. If you have any other questions or concerns, please feel free to post a new message on the forums at any time!

my email search seems to work in my Inbox, not in text in emails I have in Inbox subfolders though :(

I still cannot search for emails older than a few days. I spent 2 1/2 hours on the phone with Comcast customer service, including speaking to a supervisor, who could not fix it and didn't even know it was a problem for others. She put in a ticket for another team to try to resolve it, but I've received no further communication and no help. As others have said, this is a significant problem for people like me who save lots of emails and cannot spend hours scrolling down page after page of messages to find one. I have refreshed, signed out, etc. Still not able to search.

@XfinityGabrielS​   What did you do that fixed the email search for these folks,  mine is still not working and I need this bad