Contributor
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16 Messages
Emails That I Want Are Being Blocked
For some reason I am no longer able to receive paperless billing emails from NW Natural Gas, they are being blocked. NW Natural has confirmed they are sending the emails. I added [Edited: "Personal Information"] and [Edited: "Personal Information"] to my whitelist per their suggestion but it didn't help, the emails still won't come through. They don't even go through to my SPAM folder.
Same problem with my daily email digest from USPS. They confirmed the emails are being sent and suggested I add [Edited: "Personal Information"] and [Edited: "Personal Information"] to my Address Book. I did that, but it didn't help.
Does anyone have suggestions? I received email from both these sources for years, and suddenly I receive nothing from them. This is very frustrating!
Thank you.
BruceW
Gold Problem Solver
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26.4K Messages
2 years ago
If an employee doesn't reply to your message here, Comcast Security Assurance should be able to help. You can reach them at 1-888-565-4329 (from https://internetsecurity.xfinity.com/help/report-abuse). Note that this is NOT one of the general customer service numbers.
The first-line reps there are sometimes not very helpful, so you may need to be persistent and keep at them until you get a satisfactory answer.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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XfinityAmira
Official Employee
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4.1K Messages
2 years ago
Hello @PlaneJeff, thanks for reaching out to our Digital Care Team! We are so thankful to have you as a customer, and I am sorry to hear about these specific emails you're not receiving. I certainly understand your concerns and the need to get this figured out, my team is here to help!
Based on your efforts thus far and not reaching a solution, the next step would be as @BruceW suggested reaching out to our Security Assurance team at the phone number provided (1-888-565-4329 / https://internetsecurity.xfinity.com/help/report-abuse).
Have you had the opportunity to reach out to them?
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PlaneJeff
Contributor
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16 Messages
2 years ago
XfinityAmira and BruceW, I called the number and spoke to a Security Assurance team member. She took my information and turned in a ticket on my problem. If I understood her correctly, another team member will be calling me back tomorrow. Hopefully this will be resolved, but for now I don't believe it is fixed. Thank you both for the responses. I will comment again when something happens.
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collingham
Regular Visitor
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5 Messages
2 years ago
I am having the same issue. I've missed some VERY important emails that I've confirmed were sent to me, but never appeared in my inbox nor spam folder. I've had to start using a gmail address just to get the information. Very frustrating indeed.
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XfinityAlex
Official Employee
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903 Messages
2 years ago
@PlaneJeff Can you share the domain of the sender? it doesn't seem to be nwnatural.com (they're sending plenty of messages through just fine, and I don't see any for you in the past month). If you don't want to share publicly, feel free to DM me.
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PlaneJeff
Contributor
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16 Messages
2 years ago
XfinityAlex, thank you for your interest. Typically, I would receive an email from NW Natural this week for my paperless bill reminder. The following is from their website at https://www.nwnatural.com/account/account-settings?activeComponent=Paperless :
Account notifications are sent via email and text by our payment processing provider Paymentus from [Edited: "Personal Information"]. Please check your Spam folder if you do not see your billing and payment notifications in your inbox.
If Comcast is your email provider:
I have added [Edited: "Personal Information"] and [Edited: "Personal Information"] to my address book. I don’t know how to add them as authorized senders as they suggest.
I am still not receiving my Daily Digest email from USPS which I should be getting almost daily.
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XfinityAlex
Official Employee
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903 Messages
2 years ago
@PlaneJeff These come from different ESPs. Let me start with NW Natural. I'm going to assume the email address where you expect to get these notices is the one tied to your Forums account. If not, please DM me to tell me the proper email address.
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user_2053af
Visitor
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2 Messages
2 years ago
I am having same problem with US Post Office daily digest and home Depot password reset - where both say they are sending the email and it is not delivered to inbox or spam folder. I've tried several mail client tools
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PlaneJeff
Contributor
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16 Messages
2 years ago
Well, after all this time, yesterday I received a bill reminder email notification from NW Natural. It showed up in my SPAM folder so I marked it as "Not SPAM" and it moved to my inbox. I have not been able to receive the bill reminder email from them since last year. Something must have changed with my xfinity account. I am still not receiving the daily email from USPS.
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PlaneJeff
Contributor
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16 Messages
2 years ago
So I added the email address ( [Edited: "Personal Information"]) to my Address Book that NW Natural is sending the monthly bill reminder from. Again this month, it showed up in my SPAM folder so I marked it as not SPAM. Why is the SPAM filter filtering out messages from someone that's in my Address Book?
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