Visitor
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2 Messages
Inbox e-mails were deleted by Comcast Xfinity without my knowledge and permission
Hello,
On January 9th, all of my e-mails in my INBOX folder were deleted by Comcast without my knowledge and permission. Before then, I had access to all of my e-mails that went back to when I first created my e-mail account many years ago (at least before 2016). My Sent box is OK and has all of my sent e-mails from years prior.
After speaking with customer service SEVERAL different times, each time a different representative on the phone tried to restore my e-mails but FAILED. Customer service said they would call me back to see if it worked, but never received a call back or a supervisor call.
I need all of my e-mails in my INBOX going as far back as at least 2016 to be restored, and I want an answer as to why Comcast deleted my e-mails. Customer Service tried telling me it's because Comcast automatically deletes e-mails after a year, but that is NOT TRUE as I have e-mails in my SENT box that goes years back. Additionally, e-mails over a year old should NOT be deleted, but rather placed in an Archive folder.
If no one can help me get my e-mails back, then I will contact the news and better business bureau because this is unacceptable.
XfinityNicolas
Official Employee
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1.1K Messages
2 years ago
Hey @user_eb06a6, thank you for reaching out to Xfinity Support on our Forums. Xfinity doesn't go in and delete customer's emails and it sounds like there may have been a technical issue. We certainly understand the importance of emails and I'd love to help try and recover them. Have you checked to see if they are showing in the recently deleted folder or the recovery folder?
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user_eb06a6
Visitor
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2 Messages
2 years ago
I have checked recently deleted as well as trash folder and the thousands of e-mails in my inbox from years back are not in there. I've just gotten off the phone with customer service technical support line for the fifth time in the past 24-48 hours and they keep trying to "restore" all of my inbox e-mails from at least 2021-2022, and tell me to wait the 2 hours. After waiting the 2 hours each time, the only e-mails that appear in the "restore" folder that they pushed through from their diagnostic testing only went as far back as November 2022. Is there anyone else that can help escalate this to a different solution? As each rep has tried the same tactic, and nothing has been resolved.
Additionally, they tell me to wait the 2 hours but the only e-mails they restore are pushed through in the first five minutes.
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XfinityNicolas
Official Employee
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1.1K Messages
2 years ago
Ok, thank you for checking and clarifying what has been done. If the recovery process didn't restore all of the emails, then unfortunately we do not have them on file. We do apologize for the impact it had on you.
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