Emails gone

I woke up overnight to my entire inbox completely gone. I tried recovering what was in my trash folder, most of which were items I had put in there intentionally. I had emails in my inbox that spanned over the last 10-15 years, things that were important that I had never put into a separate folder. And those emails are simply gone. Thankfully, emails I had put into separate folders seem to all be there, but my direct inbox was wiped clean. I called customer service yesterday and tried to do some sort of recovery, however the only restored items were mainly spam/scam, things I actually deleted, items that I never sent or received, and lastly, nothing prior to 2 months ago. I am worried about what was in my direct inbox, since those were the emails I actually wanted and am having no luck finding them or recovering them. Hopefully someone can help me so I don't just lose everything I was trying to keep.

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XfinityKassie

Official Employee

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1.4K Messages

21 days ago

Kimlyn90 Good morning! We appreciate you taking the time to reach out to our Community Forums Team. I can definitely see how having your emails gone would be alarming. I'd be happy to take a look and see what the next step would be. Can you please share any steps customer service had you try yesterday? This way we can pick up where you left off, or at least not duplicate the same steps to narrow down where we should begin. I look forward to helping you resolve the issue.

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Kimlyn90

7 Messages

To be honest, the woman I spoke with on the phone simply said she was troubleshooting things a couple times. Never gave any more information and informed me it would take up to 2 hours for any emails to filter back in. She set it up as a recovered folder but also said anything that wasn’t recovered would just be gone. Again, I check my emails regularly. So I know I didn’t have the thousands upon thousands of emails in my direct inbox, just some really old ones. Maybe a few hundred or so I was actually keeping.

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21 days ago

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XfinityKassie

Official Employee

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1.4K Messages

Kimlyn90 Got it! Usually if we are troubleshooting this type of issue, that's the standard turnaround time. Have you tried anything with your device such as signing out, clearing your cashe and cookies, restarting, or all these steps?

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21 days ago

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Kimlyn90

7 Messages

Hmm, I have signed in multiple times on a web browser since this has happened. And nothing new seems to be opening up or recovered. I have not tried clearing my cashe or cookies, unsure of how to do that actually. And by restarting? Do you literally mean restarting my device and reopening?

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21 days ago

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XfinityKassie

Official Employee

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1.4K Messages

Kimlyn90 Excellent questions! Yes, restarting the device itself. May I ask what kind of device we are working with, and what browser you are using and I can help you clear your cache and cookies?

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21 days ago

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cathy.g

Visitor

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3 Messages

21 days ago

I experienced the same t 12/4hing on the morning of 12/4/24. The only emails in my inbox are from 12/4. Over 2 years of emails have been deleted. They have been deleted over all my device.

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XfinityEricB

Official Employee

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1.8K Messages

cathy.g Thanks for reaching out about the missing emails. Can you try these steps to see if they come back:

Sign in to Xfinity Email using your Xfinity ID and password.
Right-click on the Trash folder or click on the More Actions icon next to the trash folder.
Select Recover Deleted Items.
Choose the messages you want to restore and click Move Selected Items.
Select the appropriate destination folder and click OK or Move.

Let me know if this does help restore the missing emails for you.

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21 days ago

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Kimlyn90

7 Messages

@cathy.g did your emails ever end up coming back?

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20 days ago

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cathy.g

Visitor

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3 Messages

no still no emails have come back. support has been useless.

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19 days ago

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Derogue

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4 Messages

21 days ago

I've had a similar issue within the past 24 hours. All the emails there last night. This morning I find my main email only has from yesterday morning to today and two folders marked with recovered (all other folders were fine). I noticed my Outlook on the computer had to restart last night when I started it, but didn't notice any loss of emails then.

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Derogue

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4 Messages

I have also cleaned cache on my mobile device make sure not the app. Big factor was going on my email via Xfinity Web and seeing same thing as the apps. Has there been a server issue that may have caused some email loss to users like Kimlyn90 and me?

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21 days ago

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XfinityBenjaminM

Official Employee

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1.7K Messages

Derogue We suggest continuing to monitor your email over the next 24-48 hours, there may be a mail server update going on but normally when we see this, emails should return within a few days.

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21 days ago

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Kimlyn90

7 Messages

@Derogue were you able to retrieve any of yours?

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20 days ago

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Derogue

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4 Messages

On the mobile device and web email, no. On my computer in Outlook, they are still there.

It's as if the Outlook program when did an update restart, did a local dump to the computer storage and removed them off the web. Starting to think this is a Microsoft update factor.

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20 days ago

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Derogue

New Poster

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4 Messages

@XfinityBenjaminM BTW, there has been no change. The oddity is that my computer has all the emails from the past. I moved all the emails that were in the recovered folders back to their previous folders on the computer, yet my email app and Xfinity Web email still shows no change. Something is definitely amiss in connectivity (I am still getting and sending emails on all three areas).

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17 days ago

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Kimlyn90

7 Messages

21 days ago

I am working typically off of my iPhone and iPad through the mail app, however I have also signed in on my safari browser and it’s the same thing. I cleared my history as well as restarted both devices and nothing else is showing up. Still missing all my emails.

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XfinityKassie

Official Employee

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1.4K Messages

Kimlyn90 Thank you for the details. I'd like to check your account, and see what the status of the ticket we issued is. Can you please send a Direct Message with your name, service address, and the email address we will be working with?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

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21 days ago

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cathy.g

Visitor

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3 Messages

18 days ago

my email app provider just informed me that Comcast servers were down on 12/4 and that COMCAST should be able to restore the missing items. Comcast should acknowledge their error and fix the problem ASAP

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XfinityAmandaB

Official Employee

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1.7K Messages

cathy.g Feel free to get back over to us in private so we can help try and retrieve any lost messages.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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18 days ago

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Kimlyn90

7 Messages

So I finally was told after multiple attempts that my emails most likely are gone. And when I asked why this happened I didn’t really get an answer. Please keep me posted if they somehow recover yours. Because I think mine are gone for good.

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17 days ago

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Kimlyn90

Emails gone

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