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Laptop-guy
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2 Messages

Friday, February 9th, 2024 8:16 AM

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LIVE Customer Support Please Help - Missing 3 weeks of emails

My emails for the past 3 weeks has gone missing..
I noticed it gone from my Outlook Imap synch to my comcast.net email.  I got on my phone app and the email was there and I watched as it updated and dissapeared anything from before 01/20/2024. I accessed online email direct from Xfinity\Comcast and all the recent mail was missing from there as well. Mail between the 20ths and today was also missing from my trash, junk and recovered items list from trash.
I have had delivery of new software account serial numbers in that mail that I can not longer find or access because all that mail has gone. I am missing reports, personal data, business receipts sent to email.

And I can not connect to a support agent no matter what I try. 
The Xfinity Assistant just reports the wrong email address for me anytime I ask it about missing emails or anything to do with mail.
The phone number goes in circles.




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10 months ago

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XfinityDena

Official Employee

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2.5K Messages

10 months ago

Thank you for reaching out @Laptop-guy Have you tried to update your password on your email? What other troubleshooting steps have you taken?

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Laptop-guy

Visitor

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2 Messages

Thank you.

My email password is not an issue.. I am receiving and able to send NEW mail as of 02/09/2024. But all my mail from dates between 01/21/2024 and 02/08/2024 is missing from my online email. Meaning it is missing from my https://connect.xfinity.com/ inbox, where I can see all my other mail (pre 1/21), send new mail and receive new mail.

My 2 mail clients are Outlook in IMAP configuration so I know I have not synched my mail to some local device and deleted it from the server.

Besides my Inbox, my trash, my junk and my sent items are all also missing any mail from the date window between 01/21/2024 and 02/08/2024.
There is important correspondence I had not saved or printed elsewhere.
I have been a member using my comcast.net email over the past 20 years.  This is my first experience of a period of mail going missing.

Searching online I have read that if I was able to get in contact with a live representative it may be possible to reset the mail for this period.  I am not able to get in contact with a live support representee who could offer "other troubleshooting steps".  All attempts to use phone or Xfinity assitant recycle back to basic question and only reference my back-up\alternate email address for my account.  The assistant does not offer anything for my primary @comcast.net account.

Please help if able.

10 months ago

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XfinityAirelle

Official Employee

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2.1K Messages

 

Laptop-guy 

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

 

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.
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10 months ago

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EG

Expert

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107.2K Messages

10 months ago

Concern moved here to the E-mail help section.

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