Missing email folders

Several very important folders have disappeared from my email. They aren’t hidden or deleted. They just disappeared one day. There are two folders left that of course are not the important ones. I’ve seen a couple of other people on here have this issue but did not see how it was resolved. Why did this happen and how can they be restored?

Responses

XfinityAmandaB

Official Employee

•

2.2K Messages

4 years ago

Hello, @JM74. Thank you so much for reaching out for help with your emails disappearing from your email on our community forums! I did look through the previous reports of this happening, and the most common resolution posted was to view all folders or show folders to see hidden ones. However, from what you are describing, that may not be the case for you. Could I ask how you are accessing your emails?

0

JM74

Regular Visitor

•

6 Messages

4 years ago

I normally access my emails directly through xfinity.com. I use a desktop at home, an iPad and have also tried accessing my email on my desktop at work.

7

0

CCDevin

Problem Solver

•

735 Messages

Thanks for your response @JM74 These details help a lot in being able to assist you in resolving this. When you log in at https://comca.st/3qPEkZG, do you see a “hide/unhide” folders option at the bottom of the page? Can you toggle this to be sure that the ones you are looking for are visible, please?

I no longer work for Comcast.

4 years ago

0

JM74

Regular Visitor

•

6 Messages

That was the first thing I tried when I noticed they were gone. There are only two folders visible and I had several others that are now missing.

4 years ago

0

XfinityJoeTru

Official Employee

•

7K Messages

Thanks for the reply and additional information. I have sent a refresh to your Comcast email address. Can you please sign out, clear cache and cookie, and sign back in and retest?

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

4 years ago

0

JM74

Regular Visitor

•

6 Messages

I cleared cache and cookies. Signed back in. Folders still missing.

4 years ago

0

CCSelena

Problem Solver

•

892 Messages

I am sorry to hear that you are still missing those folders. Can you verify that this is the case on all the devices you use to access your email?

I no longer work for Comcast.

4 years ago

0

jalank

New Poster

•

5 Messages

4 years ago

I have the same problem. Several folders from inbox area with important emails in them disappeared, two days ago. These folders are not in the "My Folders" area, but above it, mostly from the Inbox. I did not delete any of the folders. I have looked in all possible other folders, including the trash folder, but no sign of them.

What should I do?

3

0

XfinityBillie

Official Employee

•

3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I am truly sorry for the frustration caused by the missing folders. How are you accessing your email? Are you using a third party email client like Outlook or our Xfinity website? Also, are you attempting to open your emails on a mobile device or a PC?

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

4 years ago

0

jalank

New Poster

•

5 Messages

Thanks so much for your response.

I use Xfinity website. I access emails usually by computer (although I do read them sometimes from a google app via Xfinity, since Xfinity cancelled it's app).

............But, please note: I just now looked at my email and all folders have reappeared! Hallelujah!

This just happened. I looked once more before finding your response, and the folders were still missing. I thought maybe the account had been hacked. But in the middle of this response, I went back to count the number of folders still in place, and realized the missing folders were suddenly there.

How did that happen? Did you pull a behind the scenes lever?

Interestingly, all the missing folders were "nested" in the inbox. Now I am wondering if I should move the folders into the "My Folders" area. Is it possible to move folders the way you move emails?

Thanks for your help.

4 years ago

0

XfinityBillie

Official Employee

•

3.3K Messages

I wish I had a magic wand to wave and fix everything! It may have been a known issue that our advanced repair team was working on. I'm super happy to hear that your folders have all been restored. I have years of emails that are important and I would be very upset if I lost them. I hope you have an amazing weekend and thank you for taking the time to reach back out to us and let us know it was resolved.

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

4 years ago

0

U

user_d10a4d

Visitor

•

1 Message

4 years ago

Most of my email folders are missing when I access email using my laptop. They are there when I check with my iphone. Another oddity is that the Drafts, Sent Spam and Trash folders now appear at top of the column, whereas, they were much farther down previously.

0

U

user_2ee3aa

Visitor

•

1 Message

4 years ago

I am having the same problem-- missing email folders. Most of my important folder have gone missing. Where are they? They are not hidden --just gone. I use email through Xfinity and access my Xfinity email from my desktop and iPhone. Can someone help please? I have cleared cache and rebooted to no avail.

3

0

XfinityAlyssaA

Official Employee

•

1.9K Messages

Good morning @user_2ee3aa and thank you for reaching out to our Digital Care Team on our forums. I'm sorry to hear you are also experiencing this issue but rest assured our team is happy to help. When you log in at https://comca.st/3qPEkZG, do you see a “hide/unhide” folders option at the bottom of the page? Are you able to toggle this to be sure that the folders you are looking for are visible, please? May I also ask, how long the folders have been missing?

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

4 years ago

0

U

user_d7ee9c

Visitor

•

1 Message

Help Please! I am having the same problems as folks above: half of my email folders have disappeared (they are not hidden).

4 years ago

0

CCSelena

Problem Solver

•

892 Messages

Hello @user_d7ee9c! I am sorry to hear that you are also experiencing issues with your email folders missing. Are accessing your email via a third party email client like Outlook by chance? Also is this directly on a device or computer?

I no longer work for Comcast.

4 years ago

0

EmmaB1

New Poster

•

3 Messages

3 years ago

I am missing many, many important folders which contain work realted and very important information. This is affecting my business in such a way that I am about to lose several contracts because the information is missing. I REALLY need these files returned ASAP.

1

0

CCAaron1

Problem Solver

•

954 Messages

Hello and thanks for reaching out @EmmaB1. I am sorry to hear that you are missing your files. It has been a couple of days. Are you still missing your files or has this been resolved?

(edited)

I no longer work for Comcast.

3 years ago

0

Email

JM74

Missing email folders

XfinityAmandaB

JM74

CCDevin

JM74

XfinityJoeTru

JM74

CCSelena

jalank

XfinityBillie

jalank

XfinityBillie

user_d10a4d

user_2ee3aa

XfinityAlyssaA

user_d7ee9c

CCSelena

EmmaB1

CCAaron1

New to the Community?