Inbox / Sent / Trash / Deleted emails that were permanently deleted keep coming back

Let me be perfectly clear here. I am using a stand alone mail program that runs on Windows. I do not access my mail using a browser. I am not using a web based mail platform (like Gmail).  There is NO cache to clear.

Note that this issue is reproduced using IOS Mail on my iPhone.  

@user_3kphnt Thank you for keeping me posted so we can continue working together. Please visit our Xfinity site and let me know if you can reproduce the issue there. 

@XfinityEmilyB​ Please read the second paragraph of my initial post.  YES.  This problem occurs on the Xfinity site (which is connect.xfinity.com). What occurs on the Xfinity site is item (1) after "Randomly, within 15 minutes to a few hours later, two events occur".

Can someone from Level 2 Support PLEASE call me? 

@user_3kphnt, You're welcome to call our phone tech support at 1-800-266-2278. Otherwise, we are happy to continue assisting you on this platform! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

1-800-266-2278 is Level 1 Support.  Typing "Xfinity Support" to initiate a direct message will most likely, I am assuming, get me to Level 1 Support. Per my initial post, I have tried that.  I spoke to Xfinity Level 1 Support on the phone 3 days ago. Xfinity Level 1 Support would not elevate the issue to Level 2. Why? Xfinity Level 1 Support wanted me to "clear my cache". Level 1 did not understand that my mail client is a standalone Windows app that does not have a cache. My mail client is not web based and is not accessed via a web browser.  When I told Level 1 that there was no cache to clear, her response was that since I was not complying with her check-list, she would not elevate my issue to Level 2.

What does it take for me to talk to someone from Xfinity Level 2 email Support? 

@Latoque​ The exact same issues are occurring in both my standalone email client on my Windows PC, and IOS Mail on my iPhone.  That's two different email client apps running on two different Operating Systems.  There is now a third issue... When I viewed Sent mail messages on the Xfinity webmail UI (connect.xfinity.com), the Subject would be from one Sent email message, and the body text would be from a different Sent email.  This third issue ONLY occurred on the Xfinity webmail UI.  Do you really think that the same issues are occurring in two different client apps on two different platforms?  There is absolutely NO doubt in my mind that the Xfinity mail server is sending permanently deleted mail messages to the client apps, and the Xfinity webmail UI is pulling messages from a corrupted database.  This is not a Level 1 support issue.  This is a Level 2 or Level 3 support issue.  This issue has been going on for weeks.  As a result, I have to constantly move / delete ALL email messages received.  This is happening to an email address that I have have been using for 22+ years without issue.

Same [Edited: Language] thing happening here.  I delete emails multiple times and bingo!  They’re back!  iPhone, iPad and MacBook.  Doesn’t matter where I delete them - it usually takes three or more tries to permanently delete!!!  

Windows just did an automatic update.  I rebooted my computer.  I opened my standalone Windows mail app.  There were 137 NEW emails downloaded into my Trash folder.  Yes.  137, and in my Trash folder !!! The emails were dated between September 26th and today.  These were emails that I have deleted multiple times before !!! THEY KEEP COMING BACK !!!

Xfinity Kassie: My forum user id translates to to my Xfinity account, therefore you know who I am and how to contact me via email, text and phone. This forum is not the vehicle for resolving my problem, therefor I am not going to document what I did as troubleshooting steps.  It will take too long to document.  I initially posted here because Xfinity Level 1 Support would not elevate my issue to Level 2 Support.  Based on other Xfinity user responses, it appears that there are one or more IMAP issues with Xfinity email.  If you or ANYONE from Xfinity Level 2 or higher email Support want to contact me, reach out to me OFF of this forum so we can properly discuss the issues, enabling Xfinity Support to resolve their email problems.  

@mary08721​ Agreed !!! Xfinity has IMAP issues.  We, the end users, want them resolved ASAP.  My initial post was 8 days ago.  Still waiting...

user_3kphnt thank you for reaching out via Community Forums regarding your email related concerns. I understand that you did not want to share any troubleshooting steps you completed with us the first time we reached out to you earlier today. What I would like to suggest is contacting our Customer Security Assurance team using the information provided at this hyperlink  and relaying the email issue you are experiencing in full detail to them for a resolution.

@XfinityMarcus​ This is absolutely nuts !!!  I need assistance from email Level 2 or Level 3 Support, and not Customer Security Assurance.  "The Customer Security Assurance organization has been established to ensure a safe and secure online experience for Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues".  Where does it state that Customer Security Assurance provides email Level 2 or Level 3 Support ??????  I have already spoken to Customer Security Assurance TWO TIMES on the phone.  They are a Level 1 Support organization, and not a Level 2 or Level 3 Support organization.  Is there anyone who works for Xfinitiy able to help me?

@user_3kphnt, The goal of our community is to provide answers for all, so staying as public as possible, when situationally appropriate, may help users other than yourself. You're welcome to call our phone support at 1 (800) 934-6489 or 1-800-266-2278. Otherwise, we are happy to continue assisting you on this platform! If you want us to keep helping you please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Calling 1-800-266-2278 puts me in direct contact with Level 1 Support.  I have tried too many times with Level 1 Support.  Level 1 Support is not capable of providing support for this issue !!! Posting in this forum has been a total disaster.  Every Xfinity Support person that has replied here has been replying off a script. THIS HAS BEEN TOTALLY USELESS !!!!  I will be going to my local Xfinity Store.  Hopefully they can put me in direct contact with Level 2 email Support.

Hello, @user_3kphnt  please send our team a direct message with your full name and full address to assist with this email issue. 

Is the team Level 1 Support?  If yes... NO WAY !!!!!!!!!!!!!!!!  If I get a PHONE CALL back from email Level 2 or Level 3 Support, I will do it.  This support method is absolutely HORRIBLE !!! It is NOT working.

This is 1,000,000,000,000% an Xfinity IMAP error issue.

I have started to move my email addresses defined in all my online accounts from my comcast.net address to my non-comcast email address. I have had my Comcast email address for 22+ years, therefore I have been a Comcast/Xfinity customer for 22+ years. Once all my accounts are updated, I will consider as to whether or not I will continue as an Xfinity customer.

Either Xfinity email Support doesn’t monitor these community posts, or they just don’t care about fixing their system problems.  If Xfinity doesn’t care about fixing their system problems, why should I be a paying Xfinity customer?

I appreciate you using the Community Forums to reach out and express your experience Grampy_Uke. We would be happy to try and get this issue with emails resolved for you, please send us a direct message with your full name and complete service address.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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. 
 

Interesting that Xfinity will revise the previous response for language, BUT THEY WILL NOT FIX THEIR EMAIL PROBLEMS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

XfinityAngie: Are you a real person or an AI bot?  Did you read my prior posts?  If you think that I am still not having issues, then you are clearly mistaken.  I am having every one of these issues... consistently.  Holy cow !!!  You call this quality email Support?  I call this absolutely horrible.

Thank you for confirming that you are still having issues with your email @user_3kphnt, we appreciate it. Rest assured our dedicated Communities team here is composed of live real agents whose goal is to resolve any questions or concerns you have. I understand your frustrations and why you are upset but our team is here to help. I see that you reached out because you have emails disappearing from your inbox and then reappearing and disappearing again, thank you for letting us know. We'd be happy to run through some troubleshooting steps. To start, may I ask a few background questions? What type of device you are using to access your email? Are you experiencing the issue on multiple devices or one in particular? Do you also have this issue when using our website https://connect.xfinity.com/appsuite/? 

XfinityAlyssaA: I am not going to start all over from the beginning.  These issues have been reoccurring for weeks.  I do not use https://connect.xfinity.com/appsuite/?   I have had my comcast email address for 22+ years.  I use IOS Mail and Thunderbird on Windows.  Over the years, I have saved tens of thousands of emails to my Windows computers, therefore my main UI is Thunderbird. https://connect.xfinity.com/appsuite/? is not suitable for the volume requirements of my historical emails.   ALL of the issues that have been documented in my prior posts occurred in both Thunderbird and IOS Mail.  When I logged into https://connect.xfinity.com/appsuite/?, they also occurred there as well.

I have requested too many times to Xfinity Level 1 Support agents to transfer me to Level 2 or 3 Support.  That has never happened.  They refused because they believe Thunderbird and IOS Mail are to blame.  The same exact issues occur on three different platforms, and Xfinity is not to blame. Yeah... right !!!  These issues are due to bugs within the Xfinity email kernel software.  If you want to resolve my issues, and most likely issues with other users, have Level 2 or Level 3 email Support call me on the phone.

Thank you for your response @user_3kphnt and I understand not wanting to start over from the beginning. I see that you stated these issues have been reoccurring for weeks and that you use IOS mail on Thunderbird on Windows, thank you for letting us know. I also appreciate you trying to access your email on the website to let us know that the issue is occurring there as well. 

We'd be happy to review your email issues further and reach out directly to our dedicated Advanced Repair team for further assistance if needed. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account so we can better assist? 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" 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

We look forward to working with you further. 

They edited out my suggestion of a "class action suit" because I had asked how it could be done.

No, because like dealing with verizon for 5 years about being out of bandwidth, they have nothing but lies and threats to offer.

This needs federal attention, but like with verizon again, reporting to the FCC,  only garners a throw back to a verizon internal investigation instead of an outside investigation.