Visitor
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5 Messages
Legitimate email continually sent (and resent) to Spam folder
Numerous legitimate emails get filtered and sent to my Spam folder. I log in to my comcast.net mail through the internet, go to the Spam folder and mark those emails as "not spam"; often that very day I find them back in my Spam folder. Marking an email as "not spam" should whitelist that sender, but it does not.
XfinitySara
Official Employee
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1.3K Messages
3 years ago
Hello, @flanghor! Thank you for bringing your email concerns with legitimate messages being labeled as spam, to the community for assistance. I know that has to be irritating as it could cause you to miss some important emails, so we definitely want to help you resolve this! Have you recently reviewed how to Set Email Filters or Spam Filters with Xfinity Connect Help? If not, please take some time to look over those options and see if there are any settings currently set that may be causing those emails to inadvertently go to the wrong folder.
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flanghor
Visitor
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5 Messages
3 years ago
Thank you for the reply. I am familiar with the filters. For one of the emails in question, for example, I have multiple times designated it as "not spam" and I also have a filter rule set up that directs it to my inbox. Yet it still goes to my spam folder.
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DavidKR
Contributor
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28 Messages
3 years ago
@flanghor and @user_2ff9c3 (and, for that matter, @XfinitySara, @XfinityBiancaB, @XfinityGabrielS, and @XfinityDaryl):
This problem is widespread and and well known. It has been under discussion at https://forums.xfinity.com/conversations/email/nonspam-emails-being-sent-to-spam/612ea3e516396f362679f300 for some time now (and was reported almost 2 years ago at https://forums.xfinity.com/conversations/email/valid-emails-going-to-spam-folder/602dafccc5375f08cd179412). No amount of adding email addresses to the address book or setting filter rules will fix it, because the current Xfinity spam identifying process does not respect those rules. Period, there is nothing more to discuss about that, and no reason for Xfinity support to recommend that customers do these things to solve the problem.
I have been told by Support that the spam filtering process (which I believe is contracted out to some other company) often identifies Google Groups emails as spam, just because; or reacts to email lists that create a separate IP address for each email as spam; or regards email addresses and other underlying identifiers as spam because they have been marked as spam by Comcast users. In other words, it is reputation-based, and we all know that reputations related to anything online are about worthless. Also, my favorite part, the system apparently responds to other users who mark an email as spam, but does not respond to us when we mark it as not spam.
The system is, in a word, borked. I have no idea whether Comcast is seriously working on a solution for this (or, better yet, seriously shopping for a better spam service provider), or is just dodging user complaints. I've given up expecting results. Fortunately for me, I only have to check my Spam folder 3 or 4 times per day for emails from friends in various organizations. If this were messing up my business, I would be running hard away from Comcast.
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XfinityCSAEmail
Official Employee
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1K Messages
3 years ago
Good afternoon,
Can you please provide the domains to the senders you are having issues with?
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Mesport
Visitor
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16 Messages
3 years ago
I am also having the same issues with a specific email address - it is [Edited: "Personal Information"]. I originally marked it as spam but I need to change that so it follows a rule and goes into another folder. Nothing I have done prevents it from going into the spam folder. I have removed the email address and domain from my blocked user list, I have added both the email address and domain to my safe sender list, I have clicked on "not spam" and always trust sender. I have added the email address to my address book and I have set up a rule for this email address to go to a specific folder. None of these efforts have helped. I even chatted online with one of the xfinity techs and they told me they fixed it and it will not happen again but it does. Can someone help me please?
(edited)
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XfinityGabrielS
Official Employee
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135 Messages
3 years ago
Hey all, due to the feedback I went through and check most of these. I wanted to make sure our AddressBook whitelisting was actually working.
@Mesport - I sent you a direct message, but I see a Samsung client moving emails to your spam folder after Comcast puts them in your inbox.
@flanghor - Replied to your message as well, the address you provided is not in your Comcast Addressbook, adding it should keep the email out of your spam folder. I agree with your comment, we will look at the potential of auto adding to the Addressbook when hitting this is not spam.
@user_2ff9c3 - For some reason the one email address was not in your Addressbook, adding it should fix that going forward.
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