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user_pf6a13
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Sunday, January 19th, 2025 5:34 AM

Emails in inbox disappeared

This happened to our family email account. There were (at least) two other forum posts with the identical issue. (I.e., the emails weren’t deleted; they just disappeared.)  I need to have a n xfinity employee to contact me so I can give them the details needed to recover the inbox. Hopefully this post will initiate that communication. If this is not the place to initiate this process, please inform me what to do.  P.s., the xfinity chat bot was no help.

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8 days ago

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XfinityDena

Official Employee

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2.8K Messages

16 days ago

@user_pf6a13  I am sorry to hear about your emails. I would be happy to take a look at the account.

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

 

(edited)

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user_pf6a13

3 Messages

I did send a DM (same instructions as above that I found posted in this forum from someone with the exact same issue). I never received a response. I eventually went to a local xfinity “store” and they gave me an 888 number, which skipped a step or two relative to the normal xfinity 800 help number. After one switch over and a 20 wait, I did get some help. The last 4 months of my disappeared emails were restored to a restores folder. Unfortunately, earlier emails were not restored so I will have to call (and wait) some more. 

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10 days ago

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user_pf6a13

3 Messages

I made a 2nd call to request a more complete restore of the disappeared emails.  I got only a weeks worth. No help. On a third call (note, I asked for a confirmation # on the second call to avoid a long re-explanation of the issue) I was told that the furthest back I can expect any restore to go is 6 months. So I am generally disappointed with the final result. 4 months is way better than nothing, but way less than I expected.  Moral of the story: archive old emails. That and switch to gmail. 

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8 days ago

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