i cannot access my email

I have not been able to access my email account for about a week now. We have been using our email daily for several years until last week when we lost access somehow. I have tried everything I have read on the internet to fix it to no avail. I spent well over an hour with a really nice Xfinity customer service rep who was unable to help me. When he sent me to tech support, it would not let me talk to anyone unless I reset my modem - which is not an xfinity modem, so I was not able to speak with someone in tech support.

Every time I try to log on to email, it says "we are now loading your email", then it says an unexpected error occurred and to try again in a moment. This happens on all our devices, including over cell service and wifi.

Please help!

Thanks!

Responses

Accepted Solution

XfinityCSAEmail

Official Employee

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1K Messages

3 years ago

@Brownbrew
Good afternoon,

Can you please sign in and try again? appears that your "email for life" was disabled at some point, I have re-enabled it and you should be able to sign in again.

2

B

Brownbrew

Visitor

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5 Messages

@XfinityCSAEmail You have made my day and month!!!! I saw an email on my recovery (gmail) account this morning that mentioned our comcast account, so I logged on to connect.xfinity.com and voila!! We had our email back! I don't know how you did it, but thank you so much! After spending hours on the phone and in chats with lots of employees, including level 2 security team members and trying everything they asked me to, I had just about given up on ever seeing our emails again.

Once again, thank you!!

3 years ago

K

kk369

Visitor

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1 Message

@XfinityCSAEmail Is there any way you could help me with my email as well? I have been having the exact same error message for the past week and I have two very important emails in that inbox from the past few weeks. I have also been on the phone with customer care twice now and they said a tech member would have it fixed within 24 hours and it's been longer than that with no change. I have tried logging in on two different browsers and refreshed cookies but receive the same error.

2 years ago

0

flatlander3

Problem Solver

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1.5K Messages

3 years ago

That "we are now loading your email" message is from when you are trying to access the website, right? https://my.xfinity.com/?cid=cust

One thing you can try is dumping the cookies and cached web content in your web browsers. Firefox is settings -->Privacy & Security --> Clear data for and example. Then restart the browser and try to login again. It should prompt you for your username / password again. Also 2 factor if you have that enabled. Browser cookies go "stale". Cached content isn't always a good thing.

If it's a 3rd party mail program, what is it, which device and what OS? Exact error message is also helpful if you can copy and paste it.

2

B

Brownbrew

Visitor

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5 Messages

@flatlander3

Thanks for your input. Yes, the message shows with that website as well as with the connect.xfinity.com site. I have dumped cookies and cached web content in three browsers, and unfortunately, it has not helped. I've tried Firefox, Edge, and Chrome on my laptop, and safari on my iphone and ipad. I'm running the latest updates on each platform.

The message after the We are now loading your email is : "Error. We're sorry. It looks like something went wrong. Please try again in a moment." This is the same error each time.

3 years ago

0

CCDevinC

Contributor

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473 Messages

Hey there @Brownbrew! Thanks for taking the time out of your day to reach out to the Forums community! I'm sorry that you are having issues accessing your email! I understand the importance of having access to an email, as I used my email for access to all of my utility bills.

Our awesome digital care team would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I no longer work for Comcast.

3 years ago

0

B

Brownbrew

Visitor

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5 Messages

3 years ago

Thanks for your input. Yes, the message shows with that website as well as with the connect.xfinity.com site. I have dumped cookies and cached web content in three browsers, and unfortunately, it has not helped. I've tried Firefox, Edge, and Chrome on my laptop, and safari on my iphone and ipad. I'm running the latest updates on each platform.

The message after the We are now loading your email is : "Error. We're sorry. It looks like something went wrong. Please try again in a moment." This is the same error each time.

2

0

flatlander3

Problem Solver

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1.5K Messages

@Brownbrew Yeah. Was worth a shot. @XfinityCSAEmail is who you want. I'm hoping this post flags em. They can actually look at logs and figure out what is wrapped around the axle with your email.

3 years ago

B

Brownbrew

Visitor

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5 Messages

@flatlander3 Thanks for your help. I have been in touch several times now with the CSA folks, but for some reason, still nothing has worked. They say the next step is to try to have a friend link my email account to his xfinity account, and we'll try that tonight.

3 years ago

0

Email

Brownbrew

i cannot access my email

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