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FDSJr
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51 Messages

Friday, April 29th, 2022 3:38 PM

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Missing Email Account Folders

I have several separate email accounts for different users on my account.  Three of them are having problems as of today.  The top folder showing the account name and email address appears properly, but all subfolders (inbox, sent, junk, etc) are missing.  Refreshing the account folders has no effect.  All accounts experiencing the problem are @comcast.net accounts.  Accounts with other domains (hotmail, outlook, etc.) are fine.  I am using the Xfinity Connect app.  What happened?  Where did these folders disappear to?  What needs to be done to get everything back to normal?  

Question

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Updated 

3 years ago

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BruceW

Gold Problem Solver

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26.3K Messages

3 years ago

...  I am using the Xfinity Connect app. ...

The Xfinity Connect app for mobile devices was discontinued a year ago. See https://www.xfinity.com/support/articles/xfinity-connect-sunset. You'll need to use the webmail site at https://connect.xfinity.com/ or a third party email app.

(edited)

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CCCrystal1

Problem Solver

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528 Messages

Please send us a private message with your full name and full address. I can most definitely take a further look at this for you. You can do so, by clicking on the chat icon, in the top right hand 
corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support",which should then give you the ability to send us a message.

I no longer work for Comcast.

3 years ago

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FDSJr

Contributor

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51 Messages

I neglected to mention that I am using the web based Xfinity Connect app on a Windows 10 Computer.  I am not using a mobile device.

3 years ago

0

FDSJr

Contributor

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51 Messages

I am not sure why the web based Xfinity Connect app had difficulty recognizing the comcast.net email addresses, but I believe I have resolved the issue - at least for now.  As noted in my earlier post, there were three comcast.net addresses that were affected.  All three were "viewers" in the account, if that is relevant.  After a number of sign outs and sign ins on the app, as well as a reboot of the computer, the problem was solved for two of the addresses.  The third address continued to exhibit the problem and the following message was received:   Error - The provided login data to access mail server imap.comcast.net seem to be wrong. Please correct them.  No amount of changing the user info, rebooting, etc. had any effect.  Finally, I decided to remove the user account totally and then recreate it, although I had to use a different user name and email address.  That seems to have solved the problem.

The problem is solved, but I now seem to have an email address in the Xfinity Connect app that no longer exists and I can't seem to find a way to remove it.

 

3 years ago

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jalank

New Poster

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5 Messages

3 years ago

10 months ago several email folders disappeared.  I reported it.  A few days later all the folders reappeared again with no further efforts on my part or anyone else..  Everything was fine until yesterday when the folders disappeared again.

I am not sure what to do.  These are very important messages in those folders, and I certainly would like to have them back.  Any help would be appreciated.

Thanks,

Jalank

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CCJay

Official Employee

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618 Messages

Hi, @jalank. Thanks for making us aware of this. We know how important emails can be and want to do everything we can to make this right. Let's meet in DM to get started. 

 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or https://comca.st/3MqJNz5
  •    Click the "New message" (pencil and paper) icon
  •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •    - An "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 no longer work for Comcast.

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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3 years ago

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