qwert's profile

Contributor

 • 

18 Messages

Thu, Nov 25, 2021 1:01 PM

Inbox message goes automatically to Trash

After about a day, a message in my Xfinity Connect Inbox goes automatically to the Trash folder. I have not set any rule for this to happen.  (I also set up Windows Live mail, but Xfinity Connect is my default email program.  I have not set up any rule in Windows Live for the automatic deletion to happen.)  How do I keep the Inbox messages in the Inbox?

Official Employee

 • 

621 Messages

4 d ago

@qwert 

Good Evening, 

Checking our backend logs there is no system function that is moving emails to the trash folder. Review of the logs confirms that it is manually being moved via the IMAP protocol. A recommendation is to update/change your password if you have not done so recently. Please also check any possible email filters that could have been set up as it is a common tactic for bad actors to gain access to an email account and start deleting emails from the inbox as they arrive to prevent the owner of the email from seeing any potentially alarming emails. If it has been a while since you updated your password, I recommend running Virus and Malware scans as well to ensure the devices you use are not potentially compromised. If you use any third party email clients, you may want to review the settings on them as well. 

Official Employee

 • 

658 Messages

4 d ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I can definitely understand the frustration if you are losing emails. Is it every email that ends up in the trash folder after a day or just specific ones? Also, can you tell me how you are accessing your email? Is it through the Xfinity website or a third party email client? If it's through a third party email client can you tell me which one?

qwert

Contributor

 • 

18 Messages

4 d ago

Hello.  Thank you for responding.   Most email messages in my Inbox have gone to Trash, one by one.  It is only messages from my Inbox.  I am accessing my messages through the Xfinity website.  Yesterday, I removed Windows Mail from my computer.  Yesterday, I also changed my Xfinity password and I ran a full scan (which detected no threats).   However, earlier this morning, one of the messages in my Inbox went automatically to trash.

Official Employee

 • 

658 Messages

We truly appreciate you attempting the steps outlined to see if we could resolve the issue with deleted emails for you. Have you also checked that there are no rules or settings in the Xfinity email via our website that might be moving the emails?

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
qwert

Contributor

 • 

18 Messages

I went to "Mail Filter Rules" and there are "no rules defined".  (Also, yesterday, I unchecked the box for Third Party Access to Xfinity email.)

Official Employee

 • 

658 Messages

Thank you for confirming that. I'd like to do a little further troubleshooting and I may need to open a ticket. Please send us a direct message to "Xfinity Support" with your full name, address and the user name you are accessing the email with.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

New to the Community?

Start Here