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user_eaa309
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Thursday, September 8th, 2022 9:53 PM

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Old emails disappeared from my inbox

I'm having exactly the same problem that was mentioned by two users in this thread (missing email from inbox) and also in some other threads. 

Basically all my emails before 9/1 are gone from the inbox. I did not delete them, they are not in trash or any other folders. 

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2 years ago

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CCDaryl

Problem Solver

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828 Messages

2 years ago

@user_eaa309

 

Are you using a third client email service, or is this your Comcast dedicated email account?

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user_eaa309

Visitor

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10 Messages

2 years ago

Thanks, I normally get my mail, on my iPhone using the built in email app.  I also occasionally use my iPad, again using the built in app and very rarely online using a browser.  Is that the information you were looking for?

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XfinityMichaelC

Official Employee

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4.1K Messages

Thank you for that information. Can you try to log into the web-based email and let us know if you see the missing emails there?

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

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user_eaa309

Visitor

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10 Messages

No, they aren't there either. Sorry I should have been more clear, that's one of the first things I tried. I also checked to make sure I wasn't hiding read messages and again checked the trash and other folders for the missing messages. 

2 years ago

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CCDaryl

Problem Solver

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828 Messages

Thank you for clarifying that. Since you are also not seeing them in your Comcast email, I am going to recommend you fill out the following:

https://comca.st/3RFr5XR. When you are done filling that out, please send us a direct message with your full name and address, so I can follow up and make sure we get this resolved. To send us a direct message, click on the "chat" icon in the upper right, then the "pen/pad" icon, and lastly choose Xfinity Support. 

I no longer work for Comcast.

2 years ago

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user_eaa309

Visitor

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10 Messages

When I click on the link (https://comca.st/3RFr5XR) I get redirected to Xfinity ⋅ Service Policy Assurance. There's no form to fill out and at the bottom of the page where it says "Report an issue" none of the options apply to the problem I'm having. What should I be filling out?

2 years ago

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XfinityDemitrius

Official Employee

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1.3K Messages

Can you please visit the Xfinity Connect online web portal and and see if you are missing the e-mail on the web portal? With using a third-party e-mail client, we would not be able to assist in locating the missing e-mail. Please give the web portal a try and let us know if you are still missing the e-mails. We are aware of an e-mail issue at the moment, so you may be unable to access them at this time. Please reach out once you are able to access them so we may troubleshoot later. 

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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XfinityCSAEmail

Official Employee

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1K Messages

2 years ago

Good morning,

Checking our logs it shows that a large amount of emails were deleted over IMAP. Specifically an email client identifying as "iPhone Mail" with iOS version 15.4.1 accessed your emails prior to the large deletion. From this it can be derived that while you or Comcast did not directly deleted the messages, a software accessing your email over IMAP did. You may want to review any data recovery or email recovery options on the device for any missing emails. If you do not access your emails with the mentioned device you may want to secure your account with password, secret question, and ensuring your password recovery options are changed/updated. 


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user_eaa309

Visitor

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10 Messages

2 years ago

Thanks for explaining. The first thing I did was change my password and set up 2 factor authentication, but I've seen no evidence that anyone hacked the account other than these missing emails. I am also running iOS 15.4.1 so I have to accept that this was my error although I'm still puzzled as to how it happened. Thanks for your help and courtesy!

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XfinityDemitrius

Official Employee

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1.3K Messages

You're most welcome! The steps you have taken are the best course of action to ensure that your account stays secured. Would there happen to be anything more we could assist you with this evening to help make your experience an even better one? -Demitrius 

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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