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dgermann
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96 Messages

Sun, Oct 4, 2020 4:00 PM

outgoing email sloooow

Friends--

 

For about the last 6 months or so, my outgoing email on comcast has been slow.

 

Symptom: When I send an email, it tells me it is connecting to comcast, then connected, and then it takes 30 seconds to actually send. This time lapse is about 2/3 of the time. Sometimes, as it did before this problem, it sends immediately. Sometimes it takes longer.

 

My system: Production environment. Thunderbird 68.10.00 (64-bit) on Ubuntu 18.04. Settings: smtp.comcast.net port 587, starttls. I know other people with different email clients and operating systems are having the same issue.

 

A few years ago, I had a similar situation, posted here about it, a comcast employee replied, and then the issue stopped about two days later.

 

Please perform your magic again!

 

:- Doug.

 

@Again

@Kathleen10 

@TerriB 

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Again

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25.5K Messages

7 m ago

@dgermann 

You know the drill.  😉

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

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TerriB

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3K Messages

7 m ago


@dgermann wrote:

Friends--

 

For about the last 6 months or so, my outgoing email on comcast has been slow.

 

Symptom: When I send an email, it tells me it is connecting to comcast, then connected, and then it takes 30 seconds to actually send. This time lapse is about 2/3 of the time. Sometimes, as it did before this problem, it sends immediately. Sometimes it takes longer.

 

My system: Production environment. Thunderbird 68.10.00 (64-bit) on Ubuntu 18.04. Settings: smtp.comcast.net port 587, starttls. I know other people with different email clients and operating systems are having the same issue.

 

A few years ago, I had a similar situation, posted here about it, a comcast employee replied, and then the issue stopped about two days later.

 

Please perform your magic again!

 

:- Doug.

 

@Again

@Kathleen10 

@TerriB 


-

 

I fear that by them having you start a new thread on this  subject that the continuity  will lost as to who has the problem and what client is used, etc. There is no reference as to what we have been discussing already.  . We shall see!

Official Employee

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2.5K Messages

7 m ago

Hi, dgermann. Thank you for making us aware of the situation with the email delay. It's helpful to know that you're using Thunderbird as your email client. If outbound emails are hanging like that, there can be various reasons why. 

 

The best thing to do at first is to log into our regular https://comca.st/30ACzU0 website. Try composing a "test" email and sending it yourself. Is there a delay there or did you receive the email instantaneously? If there wasn't a delay with that yet you can confirm the delay still exists in the mail client, then there may be a communication issue causing the lag. In that case, we would normally have you cross reference your incoming/outgoing server settings in the 3rd party email client. Even if you hadn't changed them, updates with mail platforms can take place behind the scenes causing complications and delays within that interface. 

 

Is anyone experiencing this issue still using a POP mail server, rather than IMAP? Does the device you're checking mail on connect to the internet via ethernet cord or WiFi? Which operating system is being used on your device? Once we have a bit more background, we will be glad to extend as much help and support as possible. Here is further email client confirguration info: https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email. *Please use caution when reviewing/updating any settings, as it could cause further complications and loss of email.* 

 

Here is a link on using email through our app/portal: https://www.xfinity.com/support/articles/comcast-email-mobile-devices. This can be used as a work around for now, if needed. 

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TerriB

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3K Messages

7 m ago


@ComcastMorgan wrote:

Hi, dgermann. Thank you for making us aware of the situation with the email delay. It's helpful to know that you're using Thunderbird as your email client. If outbound emails are hanging like that, there can be various reasons why. 

 

The best thing to do at first is to log into our regular https://comca.st/30ACzU0 website. Try composing a "test" email and sending it yourself. Is there a delay there or did you receive the email instantaneously? If there wasn't a delay with that yet you can confirm the delay still exists in the mail client, then there may be a communication issue causing the lag. In that case, we would normally have you cross reference your incoming/outgoing server settings in the 3rd party email client. Even if you hadn't changed them, updates with mail platforms can take place behind the scenes causing complications and delays within that interface. 

 

Is anyone experiencing this issue still using a POP mail server, rather than IMAP? Does the device you're checking mail on connect to the internet via ethernet cord or WiFi? Which operating system is being used on your device? Once we have a bit more background, we will be glad to extend as much help and support as possible. Here is further email client confirguration info: https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email. *Please use caution when reviewing/updating any settings, as it could cause further complications and loss of email.* 

 

Here is a link on using email through our app/portal: https://www.xfinity.com/support/articles/comcast-email-mobile-devices. This can be used as a work around for now, if needed. 


@ComcastMorgan  In the original thread on this subject before @Again asked  dgermann to start a new thread those who input the problem use different email clients and have out going email delays off and on. I use Outlook 2016 and my slow outgoing email issue is when using my desktop. I use Xfinity Connect on my phone and tablet and speed is determined by my WIFI!    I used to have a POP acct but Comcast made me change it to IMAP when I got Win 10. I don't recall the particulars of why but I clearly remember it. 

dgermann

Regular Contributor

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96 Messages

7 m ago

@ComcastMorgan 

 

Thank you for responding so quickly. That is refreshing.

 

So as you directed, I did an email from myself to myself. It sent instantly. I think this is the first email I have sent from the Web interface, certainly at least this year.

 

But please note: the delay is not in the **receipt** of the email, but in the **sending**: I press send, and it spins for 30 seconds before it actually leaves my desktop.

 

I don't know who might be using POP vs IMAP. I am doing my email on a desktop which is connected via cat-5 cables. My operating system is Ubuntu 18.04.

 

I use email on mobile devices rarely, maybe once every 6 or 9 months, and that usually when I am out of the office.

 

Please note: I use comcast only for outgoing email, not incoming. The only thing incoming is notices of these forum posts and the ads comcast sends me. My settings are smtp.comcast.net port 587, normal password, starttls.

 

Please note other customers using different systems and email clients are also experiencing this same issue.

 

Please help.

 

Thanks.

 

:- Doug.

TerriB

Most Valued Poster

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3K Messages

7 m ago

I hope @ComcastMorgan is not advocating use of Comcast webmail to 'cure' the slow outgoing mail issue. I only use webmail when on someone else's computer or when my Outlook 2016 client hiccups. Webmail does not have the features I use regularly like Outlook does.  The speed of outgoing mail on webmail is not a positive indicator for me.  I want Outlook and the Comcast server to communicate immediately to send mail like it always did until a couple of months ago when this slowness started. I have no issues with speed of incoming mail. I still say there is a communication issue with the outgoing Comcast server. It should be able to process outgoing mail regardless of the client we use.

 

dgermann

Regular Contributor

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96 Messages

7 m ago

@TerriB 

 

Yes, and I need the desktop client so I can save the threads for business purposes.

 

:- Doug.

dgermann

Regular Contributor

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96 Messages

7 m ago

Is anybody paying any attention to this thread?

 

Yesterday I got an email from "Community Mailer," asking if I got the answer needed. Of course I did not. How am I to respond? How am I to get anyone's attention?

 

I did as told, opening a new thread. Got some off topic suggestions from an employee. Then the employee disappeared, apparently not even reading my responses. What is to be done? Just keep starting new threads?

@ComcastMorgan 

@Again 

@TerriB 

@Kathleen10 

Again

Expert

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25.5K Messages

7 m ago

@TerriB @dgermann 

 

I discussed the problem with someone actively looking into this with @ComcastJessie this afternoon and she will be looking into the problem of engagement.  However, for the time being, can you answer @ComcastMorgan's questions and suggestions, please?  No one is suggesting you use webmail on a permanent basis, but only as a test to see if this problem also exists for you there.

 

Just letting you know I am staying on top of this for you.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
dgermann

Regular Contributor

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96 Messages

7 m ago

@Again 

@TerriB 

I think I did respond to the requests. Are you seeing something I missed? I responded 10-05-2020 10:53 PM.

 

Thank you for staying on top of this for us.

 

What does it mean "the problem of engagement?"

 

:- Doug.

TerriB

Most Valued Poster

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3K Messages

7 m ago


@Again wrote:

@TerriB @dgermann 

 

I discussed the problem with someone actively looking into this with @ComcastJessie this afternoon and she will be looking into the problem of engagement.  However, for the time being, can you answer @ComcastMorgan's questions and suggestions, please?  No one is suggesting you use webmail on a permanent basis, but only as a test to see if this problem also exists for you there.

 

Just letting you know I am staying on top of this for you.


===========

 

@Again

@ComcastMorgan

@ComcastJessie

@dgermann

 

I believe I have already addressed the webmail  sending time  vs my Outlook 2016  sending time  but happy to repeat.  I don't use Webmail on a regular basis but have not seen any send delay there. I normally use Outlook 2016 on my desktop and thats where the  send delays are seen off and on...no pattern. I used Xfinity Connect on my phone and tablet and its really fast.

 

Terri

Again

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25.5K Messages

7 m ago

If there is no response here by tomorrow I will once again escalate this.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
dgermann

Regular Contributor

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96 Messages

7 m ago

Thank you! @Again 

Again

Expert

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25.5K Messages

7 m ago

Escalated yet again.  I'm sorry, folks.  I am really trying to get someone involved in investigating this.

 

@ComcastJessie 

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Daniel_K

Contributor

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31 Messages

7 m ago

Funny, I came across the previous thread that started in July. Then found this one, where the same exact issue was last posted upon yesterday!  I also use POP3, and today my emails wouldn't send (I imagine it is a similar issue to the slow sending). It isn't the first time this has happened out of the blue. Last time I contacted support, the person sent me through all sorts of settings and then told me that Comocast doesn't support POP3 anymore. I told him he was wrong, which, after quite a bit of back and forth, he finally admitted. Short story long, he did nothing to help me and a while later, my emails were sent out. Today, while reading this thread, I contact support again and immediately told them the issue was clearly on their end. He tried to give me the about how it must be Outlook. I told him that none of my settings had changed and there had been no updates to the program since I last was able to send an email, so it must be on their end. Finally, he asked me to verify who I was and said he was gong to run some tests. I got disconnected from him (because my connectin went down), after a long while someone else connected to the chat, but lo and behold, my emails were sent. The new person said that the other guy had fixed the problem.

 

This is a very long way to tell you all that the problem is most definitely on their end. Have them run what ever testing they do over there and it should solve the problem. Unless it doesn't because their support people aren't always very informed themselves about all the verious problem that they can have from their end.

 

Good luck! 🙂

 

Daniel

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