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user_tvvmps
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4 Messages

Monday, December 16th, 2024 6:11 PM

E-mails disappeared and folders moved

Multiple e-mails disappeared from my inbox and all my personal folders were moved to the "Trash" area.    I found a few missing e-mails in the spam folder and trash folder and I moved them back to my In-box.  I also moved the personal folders back to "My Folders", but one of the folders is now empty in the connect.xfinity portal.   I can see some of the e-mails in this folder on my phone, but not the most recent mails.    I logged out of the portal, cleared cache and cookies, but the one folder is still empty on connect.xfinity.    How can I get these e-mails back into the empty folder?   And how can I be sure that random e-mails are not moved to the wrong folder, especially spam or trash that I clear out regularly.   This is a Comcast.net account.

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1 month ago

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XfinityAdrienne

Official Employee

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1.1K Messages

2 months ago

Hey there, user_tvvmps! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with missing emails and moved folders. Here are a few things I would recommend: ensure that 3rd party access is selected on the settings are you accessing them on 2 clients. I would also recommend deleting the email from the third party client, then going back to the connect.xfinity.com portal, reset your password, and then go to the 3rd party client to add it back. 

As far as the missing emails, do you recall how far back the missing emails are from? 

 

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user_tvvmps

4 Messages

Thank you for your prompt response.    Yes, 3rd party access is selected on the browser I use.    I am hesitant to delete the account from the third party client because that is the only place I can see the e-mails.    If I delete the e-mail account from the 3rd party client, I am afraid that when I add it back the folder will be empty, same as it is now on the xfinity portal.   The folder on my phone shows e-mails back to 2007.   The most recent is from 11/20/2024.    On the Xfinity portal,there are no mails in the one folder.

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2 months ago

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XfinityAdrienne

Official Employee

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1.1K Messages

No worries, I totally understand were you coming from user_tvvmps! We can certainly dive into further troubleshooting with you. Can you send us a DM to get started?

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I am an Official Xfinity Employee.
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2 months ago

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user_tvvmps

4 Messages

I will send a DM shortly, but just to compound my frustration, the folder that was previously populated on my phone is now empty.

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2 months ago

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XfinityAdrienne

Official Employee

 • 

1.1K Messages

Oh no, we are here to help when you are ready user_tvvmps! We look forward to assisting you in DM. 

 

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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2 months ago

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user_tvvmps

4 Messages

Customer Assurance Security team was able to recover the missing e-mails, although it took some time to realize that the mails were recovered since they appeared in the trash folder.   Once I found them there I was able to move them to the correct folder.   Fortunately I clear my trash folder quite often so did not need to wade through too many e-mails.    Issue is now resolved.

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1 month ago

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