user_pm5922's profile

Visitor

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10 Messages

Wed, Apr 27, 2022 2:53 PM

Some email senders reporting bounced emails

For the past couple months I've been having a problem with UnitedHealthcare where they send me letters in the US Postal Mail saying "we tried to email you this information but your messages have been returned as spam."  Just yesterday I had another company (Gameflip), where I was setting up an account, try to send me an email verification with a security code.  That email never arrived, and now I see in their notifications that they got a bounce back.  

I've seen some other threads on these forums where Xfinity employees have been able to investigate these cases and I'm wondering if that's possible to be done for my case?  Specifically @XfinityCSAEmail and @XfinitySPAAbuse have replied in multiple forums so I'm hoping to get some help for my case, too.  

To be clear, lots of other email to my account (the main email and one subaccount) are coming through fine, just select senders appear to be getting bounces back.  Gameflip I could _maybe_ see as being considered spammy, but UnitedHealthcare?!?  I think they're pretty legit.  :-) 

Visitor

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5 Messages

5 m ago

I am getting the same notices from UnitedHealthcare as well. Yesterday I received one from E*trade saying that email sent to my address is being returned as undeliverable. I would be very interested in what you learn.

Official Employee

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1.2K Messages

5 m ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry to hear that you aren't receiving some of your emails. Have you already checked your spam folder to see if the emails are being routed there? Additionally, have you tried disabling your spam filter? This link can walk you through how to change your spam filter settings: https://comca.st/38ArGIE

Visitor

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5 Messages

5 m ago

I do check the spam folder daily, the above mentioned mail does not show up there. I will disable the spam filter as suggested.

Official Employee

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351 Messages

@user_m2bs Thank you for confirming that as well. Did disabling the Spam filter, as mentioned above, resolve the issue?

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Visitor

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10 Messages

5 m ago

For me this is definitely not a question of a mail being received and routed to the spam folder (which it's not -- I also check daily).  The issue is that the senders are receiving bounced messages back.  So the email isn't even reaching my inbox (or spam), it's being returned by Comcast.  

What I'd love to hear is that somebody in your server team can check the logs and see messages from United Healthcare and Raise.com being bounced back to senders.  That's the root of the issue for me.  

XfinityRyanE

Official Employee

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494 Messages

Gotcha! My recommendation would be to reach out to our CSA team directly so they can make sure that everything on the back end is where it should be. You can reach out to the CSA (Customer Security Assurance Team) by calling 1-888-565-4329, between the hours of 6:00 am - 2:00 am EST, 7 days a week. 

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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.
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Visitor

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10 Messages

Sadly, I did reach out to the CSA team (or at least it was some "security" team there) and they looked at the logs and claimed there was nothing indicating bounces.  The person I spoke with basically told me that if I didn't produce the bounced emails (which I have zero ability to do directly) there was nothing that Comcast would do.  FWIW, this was tracked by ticket IH219525082.  

United Healthcare confirmed that they can't get me the raw source of the bounced emails, and I'm still waiting to hear back from Gameflip to see whether they can or not.  My guess is they'll punt and say they can't either (despite my suggestion that it's in their best interest to have emails flowing well for their customers...).  

It's obvious from other forum threads that I'm not alone in experiencing this issue, so it's frustrating to hear that nobody's real keen on sorting it all out.  

Official Employee

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968 Messages

5 m ago

@user_pm5922 [Edited username]

Good morning,

I did a bit of digging around our logs and found that both UnitedHealthcare and the mentioned raise.com are able to send to other comcast.net subscribers without issues. If you are having issues it may be strictly related to the sender to you as there are no blocks on our end. As mentioned bounceback details would help get a better picture of what might be going on with those emails that aren't getting to you. I was unable to locate an email domain for gameflip unfortunately to look into them.

(edited)

Visitor

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10 Messages

@XfinityCSAEmail​ The domain for gameflip is just gameflip.com.  The sender email address appears to be [Edited: "Personal Information"].  And at least one other comcast.net user appears to be having issue with UHC, per the reply above.  I'm pretty sure I had seen some other folks comment about them specifically, too, but I don't have those references (might have been on reddit).


Regardless, gameflip replied saying they also cannot provide the bounce details so I'm pretty much screwed.  I guess I'll have to just not use my comcast.net email for these things.  

(edited)

Official Employee

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968 Messages

@user_pm5922 I am not seeing any attempts from gameflip.com to even reach our comcast.net email servers. In regards to United Health care the only instances I can see where they are being blocked by our server is from origin domains that are not related to them attempting to appear as United Healthcare. If I remove the phishers the logs confirm that all emails sent by uhc.com are being delivered to all Comcast.net customers. If they see otherwise, it would have to be something specific on their end. Could also be that they spun up new servers and could be mixed in with the illegitimate senders. Alternatively, If they would like they can contact the Customer Security Assurance department at 888-565-4329 and provide us a reference list for all the IPs being used by their outbound email servers to ensure we have an accurate and up to date listing for them - we would gladly double check. Otherwise, I am not seeing  anything specific on our end that could cause an issue like a block or filter. To note, we don't filter or block per person. It's all applied to everyone on comcast.net - if 500,000 comcast.net emails are getting the emails and 5 aren't, its likely to be something on the sender side.

(edited)

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

New Poster

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5 Messages

2 m ago

I've had the same problem. My Investment company, FidelityInvestments, also sent me a written letter saying that their messages were undeliverable and I had been receiving emails from them for years.My sleep doctor also got the same message. 

I called Comcast several times and the agents that I talked to didn't really understand the problem. They kept talking about Spam filter rules. If these emails made it to my Spam, that would be okay because I would still be able to still retrieve them. I finally got an agent who understood and sent me to a second level who said that my email just had to be reset. I thought that it had been fixed and then an email that my wife forwarded to me from the PGA Superstore got rejected because it was marked as SPAM. Again I got an agent and had to explain several times that I was getting most of my email, but this one was marked as SPAM, but it didn't even make it to my Spam filter. Finally she sent me to a second level member which is the Customer Security Assurance team and she told me that Comcast has higher standards than Gmail and Yahoo and that Comcast is not a personal email company like Gmail and Yahoo and so possibly those few emails may have had malware attached to them which I doubt very much.

It has been really frustrating dealing with Comcast and especially after navigating the IVR system to get to a real agent and then being told that's there is nothing that they can do. So i started to slowly change all of my email correspondence to go to my gmail account because I can't trust Comcast. I've had my comcast.net account since 2004 and have been a customer since 1982 of the various companies that preceded Comcast. 

I worked at Comcast as a Consultant for 14 years through 2014 and I never remembered anything like this happening. I found this thread that shows that I'm not alone and so I think that Comcast has a bug in their email system.

They need to fix it!

user_lkp846

Contributor

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354 Messages

2 m ago

It’s happening to a lot of us. I can’t get emails from Goldman Sachs for my Apple Card payments or statements. Something changed sometime in the Spring around the end of April or beginning of May and those emails are bouncing back to Goldman Sachs. I do not want to insult tech support on here but I think this is at an engineering level that is needs to be fixed by Comcast.

Official Employee

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968 Messages

2 m ago

Good morning,


please feel free to message me directly with the contents of the bounce back messages so I can look into this further.

New Poster

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5 Messages

@XfinityCSAEmail

On 7/21/22, 2:24 PM, "Postmaster" < [Edited: "Personal Information"]> wrote:
    Your message to < [Edited: "Personal Information"]> was automatically rejected:
    SPAM

from [Edited: "Personal Information"]

(edited)

user_lkp846

Contributor

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354 Messages

2 m ago

I have no spam filters or any other filter of any type on Xfinity Connect. My spam filter on my MacBook Pro work fine.

Official Employee

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209 Messages

Have you reached out to that sender and asked is there any type of error message they receive when trying to email you 

 

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
user_lkp846

Contributor

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354 Messages

Yes, I spoke with Goldman Sachs who manages Apple Card and they said they're emails have been bouncing back for a few months.  They asked me to shut off spam filters and see what happens.  I have no spam filters set on XfinityConnect. Spam filtering is done on my Mac Mail.

Official Employee

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209 Messages

Did they advise if there was any kind of error message error  code?

 

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

Official Employee

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968 Messages

That's interesting, they might want to suspend their rules targeting emails flagged as spam by filtration services. Most email servers nowadays use a spam filtration service to route emails before they get to inboxes. Comcast servers being one of them. If one email gets automatically flagged as spam by the server it seems like their response is to just not send the email. This is an automated response by the Comcast.net servers and similarly on the sender side, but they may want to disable the rule on their side(sender) since its causing bounce errors. Unfortunately, we cannot turn off the spam filtration service because if we did, the spam folder would cease to function and all emails spam or not would get directed to the inbox for every single comcast.net user. If you have a ticket still open with Goldman Sachs please advise them that you cannot control the spam filtering and that it cannot be disabled and that they need to adjust their sending policies to allow the sending of the emails anyway if its auto-flagged as spam.

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

New Poster

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5 Messages

But it's not just Goldman Sachs, it happens with other companies and senders as you can tell by this thread. Plus I've been receiving emails from Fidelity for years and then in April they started getting notices that the email was rejected.  I talked to a member from the CSA team today and he assured me that the problem would be fixed and that it was probably due to a system update in April.

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