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user_96s56e
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Visitor

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6 Messages

Wednesday, April 23rd, 2025 10:17 PM

Email search will not return emails older than 12/10/2024

Using the search box, no emails are returned that are OLDER than 12/10/2024. I can search using:

A keyword
OR
An email address

Emails that contain the keyword or email address that are NEWER than 12/10/2024 returned. I know emails exist that are older than 120/10/2024 that contain with either the keyword or the email address but they are not returned by the search. I can scroll down and find them.

From reading older forum entries (for example: https://forums.xfinity.com/conversations/email/email-search-not-working-properlu/624d740a667f64453bd02a44) I see my inbox needs to rebuild or reindexed or rescanned. 

I have cleared cache, restarted, etc.

This fails on multiple devices, all platforms (Windows, Android, iOS) and multiple browsers (Chrome, Edge, Brave, Opera)

I have called support 3 times and they are unable to resolve this. Tickets IH260532013, IH262522616, IH262584027.

Can you resolve this problem for me? There's nothing I can do on my end.

Question

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Updated 

18 days ago

84

3

XfinityAmandaB

Official Employee

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2.2K Messages

25 days ago

 

user_96s56e Thank you so much for reaching out for help with your emails. Missing an email can for sure be frustrating, and we would be more than happy to help. To be sure, there are no messages at all in your inbox from before 12/10/2024?  Have you by chance checked to see if those messages are in your trash? You can check and Recover Deleted Items: If the emails are in the trash, you can recover them using the "Recover Deleted Items" feature.
Right-click on the Trash folder and select "Recover Deleted Items," or click the "More Actions" icon (three lines) next to the trash folder.
Select the messages you want to restore and choose a new folder to move them to. 

 

4

0

user_7kza0f

Visitor

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1 Message

That is incorrect. The emails exist. I can scroll down (to older emails) and see them. The search function does not return any emails OLDER than 12/10/2024. Please reread my original post. 

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22 days ago

0

user_96s56e

Visitor

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6 Messages

XfinityAmandaB

Please let me know how I can contact you in a nonpublic manner. So, that I may share my email address. 

I'd also like a way to share screen shots. So that I can demonstrate the problem.

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21 days ago

0

XfinityRaf

Official Employee

 • 

906 Messages

Thanks for confirming. If you could send our team a direct message with your full name and full address, we can further investigate why your search does not yield older results.
 

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message 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

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20 days ago

0

user_96s56e

Visitor

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6 Messages

I have sent a couple of message to Xfinity Support. One with my name and address as requested. A 2nd one that shows the email address that's having this problem. None of my other email addresses have this problem.

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20 days ago

0

user_96s56e

Visitor

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6 Messages

18 days ago

I've replied to Xfinity Support with my phone # for the 6 digit confirmation number

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user_96s56e

Visitor

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6 Messages

18 days ago

Any update? I've been direct messaging with "support" but I'm being bounce around between support reps and getting no resolution.

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