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Visitor

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10 Messages

Friday, May 20th, 2022 6:34 PM

Closed

Not all recipients in BCC receiving my email message

I'm using Outlook in MS Office Home and Business 2019. For two years I have been sending out an email about every 2 weeks to a distribution list that started with about 20 people, and has slowly grown to where it is now at 58 people. The recipient addresses are listed in the BCC field of my Outlook message. The message typically contains about 5 short sentences and one link to my website, no images, no gifs, nothing special. In late March 2022, some of the people in my address list informed me they did not receive my email, and this continues to the present. I am not using Outlook Distribution List, I keep all the addresses in an external file and copy-paste the addresses into the BCC field. I have edited my list to remove all special characters (angle brackets), and have alphabetized my list. I've confirmed that I can send an email to each of the people on the list individually. Last week I even tried cutting my list in half and sending two emails, one to the first half and the other to the second half, but some people are still not receiving my email. Why are some recipients not receiving my mails?

Official Employee

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292 Messages

3 years ago

Hello. @user_10f5cf, thank you for bringing this to our attention! It would be our pleasure to assist! We absolutely understand how frustrating it is when not everyone is receiving your emails. Is the issue isolated to specific contacts or does it change? Also, do you receive an error like a postmaster delivery failure? 

Visitor

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10 Messages

3 years ago

The same users successfully receive, and the same ones fail each message. No, I'm not receiving any errors at all.

Official Employee

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292 Messages

3 years ago

Okay, thank you for letting us know. We just wanted to make sure! One thing we definitely recommend doing, since outlook is a third-party email client is from time to time updating the settings for the Xfinity email. This link will show you how to do this, Update Your Xfinity Email Port Settings - Xfinity Support. Please let us know if you run into any trouble!

Visitor

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10 Messages

@XfinityNicki​ Please let me know if you need more information. For example, do you need my email Subject so that you can find it on your server? Do you need sample email addresses which succeed and which fail? Let me know.

Problem Solver

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409 Messages

We may need to investigate this further, but first, we can continue some basic troubleshooting, if that's okay? If so, have you been able to ask the recipients of these emails, the ones who are not receiving the emails, if they have any blockers set up, or if they have any filters in place that could be blocking these emails from being received? 

I no longer work for Comcast.

Visitor

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10 Messages

I have asked a sampling of the people who are not receiving my messages to check their Junk and Spam folders. My emails are not going there. I've also checked that I can send individual emails to people who are not receiving my photography messages, so I know the recipient addresses are good, and they don't have some other email rule against my address.

Official Employee

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1K Messages

3 years ago

Good morning,

Could you please message me directly with some of the details of the emails you send? checking our logs I was only able to find one of these emails that contain links to google.com, apps.photos, and apple.com. The emails were blocked by the spam filter due to the usage of the mentioned links because it matches patterns used by phishing/spam emails to collect personal information from their recipients. To additionally note, larger distribution of emails is considered non-residential and the comcast.net email address is a residential email platform where we have to consider the security of all of its users holistically so I would greatly appreciate further details and context of the emails you send so I can look into this further for you. For the time being since you mention owning a website and your own personal domain, I would recommend using a email with the domain to distribute the emails.

Visitor

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10 Messages

I'm paying for Residential internet service. I understand that there is a limit of 100 emails sent per day. My email distribution list is only 58 names, so my emails should be able to be sent under the current limits of my existing service. I only send these 58-user emails about once every 2 weeks, so if there is a monthly limit, I don't think I'm hitting that either. 

Visitor

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10 Messages

Please provide the Subject line and Send Date of my email you found containing links to Google.com, Apps.photos, and Apple.com. I'm not aware of having sent any emails containing any of these links.

Visitor

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10 Messages

3 years ago

Ok, I've sent you a personal message with screenshot of one of my Outlook emails that is not sending to all users. I don't know why the Xfinity spam filters would stop the email from going to some recipients, but not all, if in fact spam was the problem. That makes no sense. Please advise.

Visitor

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10 Messages

3 years ago

It has been a week since I posted this problem. I'm not happy with the level of support I'm getting. I plan to escalate, in order to get some proper technical assistance.

Visitor

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10 Messages

3 years ago

...so please provide me a phone number where I can speak to someone (in English) about this problem.

Official Employee

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2.1K Messages

The best phone number to reach us would be 1-800-934-6489. 

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

Visitor

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10 Messages

Called that 800 number. Chat bot presented menu, no help. Finally reached the Xfinity billing department. But their job, according to the jovial Pierre, is to read me advertising about the free gifts available to me as a 40-year customer of Xfinity. So he forwarded me to the Technical Support department, where I was put on hold, and then they hung up on me. Redialing. Ok, now I've reached Customer Assurance Dept. John tells me that there is a "new rule" in which Comcast says we must limit distribution lists to 10 addresses, so to send to 50 recipients, I should break my dist list into 5 chunks, and send 5 different emails, each to 10 different recipients. Well. You can imagine how happy that makes me, how absolutely delighted I am with this stellar technology presented by such a soulless company. 

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