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15 Messages
Sent emails are not getting to recipients
Using the Comcast.net email on laptop and iphone. Suddenly the emails I send are showing as "sent" but not being received by the recipients. I have read and read until my eyes glzed over, but as I am not using outlook or any other email program, the solutions don't really fit. The problem happened about 10 days ago then was okay for about 28 hours (without any changes by me) and now it is happening again. Cannot find a PHONE NUMBER to contact comcast and chat is impossible sinceI no longer have an actual comcast account but only kept my email address when I moved to an area not serviced by Comcast. Looking for a miracle! Had this email account for 25+ years......Do a LOT of charity work through this account and don't want to change it now!
yarntrails
Contributor
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62 Messages
6 years ago
Just got a call from support asking me "if the issue has been resolved". But they couldn't tell me if they changed or fixed anything. Unfortunately my mom is out right now and i can't access her computer to test.
You may want to try yours and see if it is working, but not holding my breath, sounds like they aren't sure what the issue is and are hoping it just goes away or something.
Hopefully when they call me back (they would not give me a number to call them) she will be home and we can get to the bottom of it.
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Bethanne6619
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15 Messages
6 years ago
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Bethanne6619
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15 Messages
6 years ago
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yarntrails
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62 Messages
6 years ago
@Bethanne6619
Trying to find something consistent between your account and my mom's. This seems to be the exact same issue but apparently is not very wide spread.
What state are you in? My mom is in NH.
How old are your email accounts (have they been around a long time)? Hers are many years old. EDIT - sorry just noticed from your original post they are quite old, so that is possibly one consistency.
Do you have a way to go to the connect.xfinity.com email website from outside of the Comcast network? Perhaps on a smart phone that is NOT connected to WIFI (using your carrier's mobile network), or maybe someone you know on a different ISP, and try sending an email that way? The reason I ask is that I can send an email fine from her account when I log into it from my Verizon Fios connection in Mass. I think when you log in from the Comcast network you may hit a different set of servers than when you're outside of it. Dunno though, just brainstorming.
EDIT - sorry never mind I see you are not on the Comcast network at all. Strange that for me I can send fine using her account from outside their network but you can't.
Your case is a bit different as you are no longer a customer, not sure if that is related or not. Wasn't aware they let you keep your account after you cancelled service. They used to give you a grace period. Is it indefinite now?
Thanks
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yarntrails
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62 Messages
6 years ago
Most major email providers have many client facing servers (what you log into) and the one you get is often based on where you are coming from, your home network goes to one, your phone carrier another one, your work another one, etc. That is how they balance the load, based on blocks of IP addresses.
Each of those front end servers then connects to various back end servers that actually process and send out the mail. One of those backend servers (or clusters of servers) is having the issue most likely, or possibly the issue lies on the connection between just one set of front end servers and the back end servers. This is just educated guesses but having worked on email servers in the past it makes sense. What is odd is that more people aren't having the problem. I suspect many may have just not realized it yet. It would make more sense if certain accounts had the issue no matter how they connected as then it would point to one server where those accounts are povisioned having the issue. This is a bit more complex and strange.
This isn't anything to do with your home network, it is something on their end that needs to get fixed.
Out of curiosity, if you use your home wifi (that doesn't normally work) and REPLY to a message in your inbox, does it go through? For my mom, that works for some reason via the connect website, but writing new messages does not. From her desktop MS Outlook neither one works.
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Bethanne6619
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15 Messages
6 years ago
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Bethanne6619
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15 Messages
6 years ago
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Bethanne6619
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15 Messages
6 years ago
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yarntrails
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62 Messages
6 years ago
Yeah she is getting all emails sent to her as well (at least as far as we know). For some odd reason some replies seemed to be getting out, at least back to my email that I was testing from. But new emails composed to my same email address weren't.
They are supposed to call me again tomorrow to continue troubleshooting.
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yarntrails
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62 Messages
6 years ago
Send me a personal message (click my name then the blue "send a message" button on the right of my profile page) with your email addresses and I will relay to them if/when they call.
They also ask for 3 external emails you have attempted to email that didn't go through, if you are comfortable providing those I can give them those as well. But hopefully if they find the problem it will fix all accounts experiencing the issue (hopefully being the operative word).
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Bethanne6619
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15 Messages
6 years ago
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Bethanne6619
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15 Messages
6 years ago
Thx for the update!
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yarntrails
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62 Messages
6 years ago
Well after 2.5 hours on the phone this evening, Tier 2 couldn't figure it out, Tier 3 said they see no problem. Now it is escalated to engineering and they are supposed to be contacting me back.
Really frustrating trying to deal with them but it seems that it is finally getting some attention.
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claretone
New Poster
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3 Messages
6 years ago
it's now April 26th and I'm having the same problem (for weeks??) I've read the full forum thread, Yarntrails very helpful but I'm still unclear how to actually fix it from my end. Sounds like Comcast is absolutely no help and I'd like to avoid wasting hours going down that rabbit hole. Dismaying absence of customer support when we are all relying on our email to survive! Can somebody provide a step-by-step approach to fix this? I've also been getting a dizzying amount of spam from comcast email addresses telling me to 'verify account' which I just delete (about 5 to 10 every day coming into my inbox). The timing of the two issues seem to correlate and I wonder if that could be the spam that has flagged my account? Should I just close my comcast account and go to gmail?!!
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yarntrails
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62 Messages
6 years ago
That was my son replying for me through my yarntrails email account. After multiple calls and chats and moving up to higher levels, they determined that the IP address my computer was connecting to (in the past few weeks) with outgoing mail--had been blocked from someone who used it in the past for spam. They unblocked it on Friday and finally my email is actually sending again. Took a LOT of push from my son.
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