user_wmc121's profile

Contributor

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15 Messages

Tuesday, November 21st, 2023 1:41 PM

Closed

Missing emails from 10/21 to 11/21

I awoke this morning to find that all emails from 10/21 to today (11/21) were missing from my  inbox on my phone (IMAP client). I logged into my xfinity webmail and the emails are missing there also. I did not delete them and they aren't in trash or spam. I've tried clearing the cache on my phone but that doesn't help. This seems to be an issue that has affected many other customers so hopefully there's a solution. Please help!

Accepted Solution

Contributor

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15 Messages

3 months ago

Editing my previous post:

Just now, about 12 hours after they disappeared, my emails from) Oct 21 - Nov 20 have all repopulated into my IMAP inboxes! Many thanks to the Xfinity customer service reps who assisted me today. Hope I never have to go thru this again!!!

(edited)

Official Employee

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1.3K Messages

Thank you for the update @user_wmc121. I know this wasn't an ideal situation, and we are truly appreciative of your patience as we worked hard to get this fixed. I know many of our customers rely on this great service daily, and we are always here to help. Have a great day! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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1.1K Messages

3 months ago

Good morning @wmcombs! I would be happy to assist with your email concerns. I see you sent us a direct message already, and we can continue there with getting the personal information I need. 

Contributor

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15 Messages

3 months ago

Xfinity is doing an email refresh to see if they can be recovered. *fingers crossed*

I have seen in a few other forum posts that this is related to the switching over of mail servers so hopefully they can be recovered. Terrifying to think of a month's worth of emails just disappearing when everything gets done by email these days (bills, appointments, digital tickets, etc.).

Official Employee

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1.3K Messages

Thank you for working with us on this @wmcombs We have all eyes on this, and we'll follow up with any updates in our direct conversation. 

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

1 Message

3 months ago

I have not been able to log into my secondary email accounts since 4:pm (Nov 21, 2023). I can access my primary email account. What is going on? I read one post that email servers were being changed, and another stating the problem would be resolved by 2:00 am ET. Whay haven't notices been sent to primary accounts providing them with necessary information? I have been a loyal 30-year customer. I deserve to know what is happening.

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