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user_6f9f95
1st Topic

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Sunday, May 7th, 2023 12:20 AM

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Outgoing group emails

I have been sending group emails for years without issue.  But within the last few weeks, many recipients are NOT getting my emails.  Some are, some are not.

I recreated the groups, made them smaller (generally 25 or less).  But the issue persists. 

Question

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Updated 

2 years ago

358

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EG

Expert

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110.2K Messages

2 years ago

The concern is not "Community Center" help related. Topic moved here to the proper help section for assistance. 

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Latoque

Expert

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29.7K Messages

2 years ago

@user_6f9f95 

Are you getting any bounces or error messages from the ones who are not getting the emails?  Are they looking to see if they are going to the Spam/Junk folder?  Is it always the same recipients who are not getting them?

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XfinityDaveL

Official Employee

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194 Messages

2 years ago

@user_6f9f95 -

I'm taking a look at this now, hope to have it resolved today.



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CCShaina

Problem Solver

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393 Messages

2 years ago

@user_6f9f95 Thank you again for reaching out to us here at the Xfinity Community Forums regarding this issue with outgoing group emails. Our Expert @Latoque has some great clarifying questions, and It looks like @XfinityDave has been working to resolve this; have you been able to confirm if the problem has continued to persist since?

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trivers.fc.sv

Visitor

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3 Messages

@XfinityShaina​ unfortunately, this has not yet been resolved. @XfinityDave .

To answer the questions from @Latoque 

1. we are not getting bounce backs

2. we are not getting error messages

3. many of our members have checked their spam folders, and don't see the missing emails

4. some of the people on our distribution list get *some* of the emails, some of the time, but it's erratic

Some examples

  • we'll send out an announcement about an event, and most people receive it. Later, we'll send out a follow up email about that same event, some people who received the announcement DIDN'T receive the follow up.
  • we'll send a new email to the same group about something else. Some people who received the announcement (mentioned above) don't receive the new email.

We've sent a test email to the distribution list, and received many responses that members received the test. (Of course, there's no way to know if members didn't receive the test email.)

One more note, we send frequently attachments to this distribution list. It seems like more people who aren't receiving the emails don't receive them when there's an attachment. We haven't tracked that extremely carefully; we're guessing it's 80-95% of the time problematic when there's an attachment.

TIA for your help.

(edited)

2 years ago

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Again

Expert

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31.5K Messages

@trivers.fc.sv​ 

How often do you send out these group emails?

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? Please mark an Accepted Answer!tick

2 years ago

0

trivers.fc.sv

Visitor

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3 Messages

at least once a week

when we have an event (about twice monthly) it's 2-3 times that week

2 years ago

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trivers.fc.sv

Visitor

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3 Messages

@XfinityShaina​ this has still not been resolved. @XfinityDave .

Can you please point me to someone who can help? Or another resource, e.g. help documentation?

2 years ago

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CCFelicia

Problem Solver

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311 Messages

@trivers.fc.sv are the emails still bouncing back to you, if so, let's check the email settings, what does your email settings say at this time?

I no longer work for Comcast.

2 years ago

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