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lmacmil
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Articulate

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237 Messages

Saturday, July 9th, 2022 3:49 PM

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Emails from financial institution not received

A local company recently sent two emails to my Xfinity email address which I never received.  I know the address was correct and they did not receive an undeliverable message.  After I spoke with them, they sent it to my Gmail address and I got it almost immediately.  I have just received the second letter from my financial services company (one of the largest in the US) saying an email to the same Xfinity address came back as undeliverable yet I have received multiple emails to the same address from this same company in the past week.  I use Outlook as my email client and it's set up as Imap.  I check my junk/spam folder every day so I know the missing emails are not going there.  

Is there any way to determine why these emails have not been delivered?  Or whether the problem was at the sender's end rather than Xfinity?  

Question

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Updated 

3 years ago

 • Edited

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Latoque

Expert

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29.7K Messages

3 years ago

Call Comcast security to see if there is a blocking issue for that sender's domain-----------------------

Comcast Customer Security Assurance------------------- Normal business hours (6:00 am to 2:00 am EST, 7 days a week) 1 - 888-565-4329

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XfinityCSAEmail

Official Employee

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1K Messages

3 years ago

@lmacmil 
Good afternoon,

What is the domain of the sender?

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lmacmil

Contributor

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237 Messages

@XfinityCSAEmail​ Either Fidelity.com or mail.fidelity.com.  I have received emails from both domains in the last week.  The last letter I received from them stating an email was returned was dated 7/1/22 so it was some time before that that an email to me was rejected.

The local company that sent the email that was not delivered used buildertrend.com as the domain.

(edited)

3 years ago

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lmacmil

Contributor

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237 Messages

I just sent them the header information from the mail I received via Gmail that was not delivered to my Xfinity email address.

3 years ago

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XfinityCSAEmail

Official Employee

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1K Messages

Good afternoon,

I appreciate the headers, really helped us get further details into the issue. We've made some changes on our end that should alleviate the issue. Please let me know if you continue to see issues so I can take another look at 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

3 years ago

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user_a0579c

Visitor

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1 Message

3 years ago

i am researching a similar problem from the other end.  We sent out over 200 individual emails with billing information (no graphics) from a gmail address, it seems about 10% of those were not delivered (no bounce notice), almost every one of those to various comcast accounts.  It seems however most of those do receive our mass mailings thru MailChimp.

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XfinityCSAEmail

Official Employee

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1K Messages

@user_a0579c​ 

Good afternoon,

If you sent from Gmail to comcast.net and got blocked then you would get a bounce message from our server. If you did not receive a bounce - its possible it ended up in the spam folder. Alternatively, it could have been stopped at the Gmail side, but i would imagine they also deliver bounce messages when they block something. 

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

3 years ago

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