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user_4df524
20th Anniversary celebration
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Visitor

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6 Messages

Tuesday, June 20th, 2023 1:31 PM

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Missing Emails

I checked my email on 6/18 only to find that every single email was missing from 5/21 to 6/17, in my inbox, sent mail, at least 15 folders, missing verywhere, I have called 6 times in the past 2 days and had 2 restores and it has only been old emails that I am not missing or a few spam. I changed my password but one rep said it looked like I have been hacked and there were filters in place that he would delete (I couldn't see them on my end) and that my emails would be restored. I waited all night and still nothing today. I have asked this case to be escalated but have yet to get a call back. Comcast please do better, something happened on your end, a glitch or you allowed me to get hacked and my emails stolen, there has to be a backup somewhere, I need someone to help me. I use this email for work and I have so much info that is lost, I am beside myself and need help, please.

Question

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Updated 

2 years ago

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XfinityPaula

Official Employee

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1.4K Messages

2 years ago

Hello @user_4df524 Thanks for sharing the experience that you are having. I would love to help out in any way that I can. I know how vital emails can be especially with work! If you haven't already please connect with our security assurance team to make sure your email address is secure. They are available by phone. When you normally access your email do you use our website or an email client like outlook? 

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user_4df524

Visitor

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6 Messages

2 years ago

Thanks for the reply. I typically use thunderbird on my desktop, but I also access in on the outlook app on my phone, but for this problem I have been going direct through the website. All locations show the same results. My account is secure with two factor authentication but I still need help with this recovery. Somehow comcast has allowed my account to be compromised and I need a solution please.

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XfinityPaula

Official Employee

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1.4K Messages

I'm sorry that link did not work for our security team. Please try this https://internetsecurity.xfinity.com/help/report-abuse you can also search Xfinity security assurance for their contact website. 

Based on the experience it seems that all emails keep a local copy on the server. Are the missing emails from a specific domain, like comcast.net?

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

2 years ago

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user_4df524

Visitor

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6 Messages

I am not sure what you are asking but yes, it is my comcast email address that the emails are missing from. I would really hope they are kept on a server but I cannot seem to get anyone to help me, 6 calls to comcast, about 6 hours of tech support and them saying they see them and they will be restored and 6 different reps and zero progress. Can you help me?

2 years ago

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CCHeather

Problem Solver

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1.1K Messages

@user_4df524 This is the option we have for recovering emails: https://www.xfinity.com/support/articles/recover-deleted-email. The other option is to reach out to our Customer Security Assurance Team here: internetsecurity.xfinity.com/help/report-abuse. It sounds like the steps we have on our end, have already been completed. However, we would be happy to take another look. 

Please send us a message with your first and last name, as well as service address. To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Message" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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.

2 years ago

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user_4df524

Visitor

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6 Messages

2 years ago

Also there is no link attached to the "security assurance team" it just says "400 bad request".

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user_4df524

Visitor

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6 Messages

2 years ago

Also the web address you gave me leads to a page and then that link says bad request 400 as well

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CCHeather

Problem Solver

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1.1K Messages

@user_4df524 Here is their contact number: 1-888-565-4329. 

I no longer work for Comcast.

2 years ago

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