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Kimlyn90
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7 Messages

Thursday, December 5th, 2024 1:04 PM

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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18 days ago

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XfinityKassie

Official Employee

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1.4K Messages

22 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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22 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? 

 

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.
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22 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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22 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? 

 

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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22 days ago

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cathy.g

Visitor

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3 Messages

22 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

 • 

1.8K Messages

 

cathy.g Thanks for reaching out about the missing emails. Can you try these steps to see if they come back: 
  1. Sign in to Xfinity Email using your Xfinity ID and password.
  2. Right-click on the Trash folder or click on the More Actions icon next to the trash folder.
  3. Select Recover Deleted Items.
  4. Choose the messages you want to restore and click Move Selected Items.
  5. Select the appropriate destination folder and click OK or Move.

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

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22 days ago

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Kimlyn90

7 Messages

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

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21 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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20 days ago

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Derogue

New Poster

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4 Messages

22 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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Kimlyn90

7 Messages

22 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

 • 

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
 
 

 

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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22 days ago

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cathy.g

Visitor

 • 

3 Messages

19 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

 • 

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. 

 

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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19 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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18 days ago

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