cb804's profile

Frequent Visitor

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18 Messages

Wed, Apr 6, 2022 11:05 AM

Email search not working properlu

The email search function is not working properly. When I search for emails, the search results are only for the past few days. No matter how I search - subject, text in email or by sender, the results are only a few days and I know there are many more.  It is very important for me to use the search function. How can I get this issue resolved.

Official Employee

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760 Messages

8 months ago

Hello there @cb804!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and more than happy to assist with your email access today.  No worries!  You have reached out to the best team of experts and we are going to get things taken care of for you.  I do show there is a DM that was sent and we will follow up with you there.  Thanks! 

cb804

Frequent Visitor

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18 Messages

@XfinityArmand​ Any idea when this issue will be resolved? I spent a lot of time with someone from xfinity on the phone last week. Tried 3 different browsers. Same issue every time. I was told the issue was an xfinity issue and that they were going to work on it but nothing has happened. Getting very frustrated that I cannot use the search function.

Official Employee

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476 Messages

We can most certainly dive in a bit further here if you're continuing to have troubles in utilizing the search function on your email. Please feel free to send us over a message with confirmation of your first and last name, and full-service address to get started by using the steps outlined below. 

To send a "Peer to peer" 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

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

Visitor

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1 Message

My email search hasn't worked for a month now. Nothing that I've tried works.

Official Employee

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246 Messages

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.

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

Visitor

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1 Message

@XfinityArmand​ I have been trying to solve the exact same issue for several weeks. Any resolution?

Visitor

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1 Message

8 months ago

I have the exact same problem with my email search - it doesn't work. How can I get help with this? Is Xfinity going to address the issue one user at a time? Thanks!

XfinityTyler

Official Employee

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409 Messages

Hello there, and thanks for letting us know that you've been experiencing the same issue. Before we look into this further, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

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

Visitor

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1 Message

Same issue.  Can't anyone just give us instructions to fix this issue

Official Employee

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448 Messages

@user_4931df Hello and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear that you are experiencing the same issue with your Xfinity email search function not working as well, that would definitely be really frustrating. I would be more than happy to help in getting this resolved. If we had simple instructions that we could post here to help resolve the issue for everyone I promise we would, however, resolving the issue does require some additional troubleshooting steps, and possibly opening a ticket on your specific account to try and get to the root cause of what may be causing the search function issues, and get this resolved once and for all. To continue privately and complete the needed troubleshooting steps, 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 "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

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

Visitor

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2 Messages

8 months ago

I am having the same issue. How do I go about getting this resolved? Seems unnecessary to create a new post when there are multiple people experiencing the same bug. 

Official Employee

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2.9K Messages

Hey there, @user_9c36a7

 

 


Have you cleared your cache and cookies on the device you are trying to view the email from? Have you tried accessing the email from a different device? Our team is going to do our best to 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.tick

Visitor

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2 Messages

@XfinityMartinB​ I have tried from multiple devices (including both windows and macOS) as well as a variety of browsers. Clearing cache and cookies had no effect.

Official Employee

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798 Messages

@user_9c36a7! I am sorry you are still having issues with your Email search feature. I have seen a few other customers with the same issue and we are looking into getting this resolved as soon as possible. I am sorry that I do not have an estimated resolution time available. We appreciate your continued 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

Official Employee

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126 Messages

8 months ago

@user_9c36a7 your search should be working now, can you check and send me a direct message if not? 

Visitor

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1 Message

8 months ago

my email search doesn't work beyond 1 month....how do I fix this??  Was working fine for 10 years 

cb804

Frequent Visitor

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18 Messages

8 months ago

Still not working after multiple phone calls with xfinity. What's going on?

Official Employee

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126 Messages

8 months ago

@user_357348 and @cb804 can you expand on your comments since you are still having search issues? 

  • Search isn't working - Can you clarify; the results are wrong, you're getting an error, no results are coming back? 
  • What client are you using, Webmail, Outlook, Mac mail, etc ? 
cb804

Frequent Visitor

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18 Messages

@XfinityGabrielS​ I am using a web browser and going to login.xfinity.com. I have used 3 different browsers, MS Edge, Firefox and Google Chrome. The search results do not go past 3/23/2022. Very frustrating as I can't search for anything past that date. Nothing else is in the search results before that date.

Official Employee

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126 Messages

@cb804 can you try 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
cb804

Frequent Visitor

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18 Messages

Now my search results only include emails from today.

Visitor

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4 Messages

8 months ago

I am also having the same issues for the last 2 weeks. I use chrome for browser and it's the same outcome on my apple phone when I search from xfinity.  Hope this can be corrected soon.

raylibrary

Contributor

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12 Messages

8 months ago

I too am having search issues with email.   Please provide remedy.

raylibrary

Contributor

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12 Messages

8 months ago

Please post remedy to this search issue, as I too am having problems finding emails using search function.

Visitor

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4 Messages

@raylibrary​  I am hoping this site is monitored by Xfinity but I just checked and my search problem is now corrected. Thank you Xfinity, I think? Hope yours gets corrected soon. I spent about an hour and half yesterday on text messaging a comcast person and then on the phone with another tech but no resolution until about an hour ago. 

Official Employee

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126 Messages

8 months ago

There is an issue with some mailbox searches, this should not impact core email functionality such as reading, sending, etc.  We have been rebuilding searches across those impacted. In the meantime, I am prioritizing the posts listed here as it can take some time, especially with some larger mailboxes. 

Visitor

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4 Messages

@XfinityGabrielS​  Thank you Gabriel. I appreciate your honesty because the people I spoke with yesterday wouldn't even acknowledge there may be an issue. Thank you, Thank you, Thank you!

cb804

Frequent Visitor

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18 Messages

@XfinityGabrielS​ My search is working properly this morning. Thank you!!!

Official Employee

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157 Messages

Thank you for confirming that with us and I am glad it is working for you now! Have a great Friday and weekend! 

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

Visitor

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2 Messages

@XfinityGabrielS​ 

Please put me in the search group to have this search issue resolved.

I just spent 45 mins on the phone with no resolution.

CSR told me i was the first one to notify Xfinity of this issue so i read forum messages to him from more than a year ago. He hung up on me. 

PLease help! 

Official Employee

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1.4K Messages

@user_46ea50 We appreciate you reaching out on our Xfinity Forums, I'm sorry to hear of your experience on the phone. It's never what we want for our valued customers. The thread you've responded to is a 2 month old thread and reviewing it, it does appear that the initial issue had been resolved a few months ago. You may be experiencing something different. Can you tell me a little more about what's happening in your situation so we can better assist? 

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

Visitor

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3 Messages

8 months ago

April 22, 2022 and I am still having issues. The search function still says "No matches found". This is a very useful tool when it works. Scrolling through emails takes a lot of

unnecessary time. Like for most of you it's a helpful tool when your boss is looking for something and wants it now...

Official Employee

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616 Messages

I can absolutely understand the aggravations in not necessarily finding what a search is being requested for and I would love to help get this figured out with you, @user_cf43f0!

Will you please send our team a direct message with your full name and full address?

~~~~
To send a "Peer to peer" 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

 

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

Visitor

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1 Message

7 months ago

I too am having this problem! How do I get this resolved?

XfinityTyler

Official Employee

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409 Messages

Oh, no! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. We'd love to help in any way that we can! Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

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

Regular Visitor

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2 Messages

It appears that all email customers are having the same problem with the SEARCH function.  Being a COMCAST Business Customer, not having the ability to retrieve old emails is unacceptable.  Please correct this problem ASAP

We look forward to hearing from Comcast Customer Service

(edited)

Official Employee

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72 Messages

Hey there, @user777. Some users are mentioning they are not currently having issues with the search function in their email at this time. What browser and device are you attempting to use the search function in your Comcast email inbox?

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

Visitor

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2 Messages

I am having this problem as well. Spent an hour with a rep to no avail. It's been ongoing for several months. Multiple devices. This needs to be fixed. I've been a laughingstock in my business because I can't find emails.

Visitor

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1 Message

6 months ago

It appears that all email customers are having the same problem with the SEARCH function.  Being a COMCAST Business Customer, not having the ability to retrieve old emails is unacceptable.  Please correct this problem ASAP

This problem has been reported to Comcast on ticket #CR037043262.   Please correct this problem ASAP

We look forward to hearing from Comcast Customer Service

New Poster

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2 Messages

Having the SAME ISSUE. Search hangs. This has obviously been going on for a long time with a LOT of people. And it shouldn't be that hard to solve.

Visitor

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1 Message

Same issue here. Search does not work looking for old emails and messages even though they are there from a few months ago.

Official Employee

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596 Messages

Thank you for letting us know. Can you tell me more about your experience. Are you seeing only specific emails missing, or only showing results from a certain period? Does this happen on all your browsers? 

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
Latoque

Expert

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29.3K Messages

6 months ago

@user_791dcc 

My search function seems to work just fine.  I'm on a Mac using Firefox.  Has yours been resolved?

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