Contributor
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31 Messages
Still cannot receive or even compose email since 3/13/23
This is now day 4. Each day I have either chatted with or spoken directly to a number of different agents who either assure me after much digging that they have fixed the problem and all should start working "within an hour", or "within about two hours", or I am told (eventually, after a new agent apparently has done even more digging than the previous agent) that in reality it is a 'Known Issue' that they are working on, and I should give it 24 more hours...or 24 to 48 more hours.
At the end of my most recent communication, I was told they would text me when it is fixed, which I took as 'don't call us, we'll call you' (and since I now see these agents don't actually appear to be able to help me, I guess it makes sense to stop wasting my and their time).
I've seen posts after searching Google about a known outage that occurred on that same day (3/13/2023) that say the issue was resolved within hours; but for me, this is not the case. Is anyone else having this ongoing issue?
My symptoms:
After logging in my Inbox is empty, and it says "Error: Failed to load messages".
There are emails from the day of the incident in my Trash folder, that I did not place there.
A folder which should contain hundreds of vetted, filtered 2023 emails is empty.
Clicking on the 'Compose' button to compose a new email results in the error message:
Error
Selecting an email from Trash and attempting to move it to another folder results in the same error message.
Sending an email from my business email address to my personal comcast address eventually results in this email being sent from [Edited: "Personal Information"]:
This is an automatically generated Delivery Status Notification.
Delivery to the following recipients was aborted after 6.4 hour(s):
* [Edited: "Personal Information"]
Reason: Temporary Failure
The agents I've communicated with have all been extremely helpful and friendly, but it's clear they are powerless to fix my issue (even though in some cases they are led to believe they have solved my problem), and are actually being kept in the dark. They all begin the chat by saying there are no visible problems and everything shows them things are working as they should. Only after deeper and deeper poking are they eventually prompted to tell me it is a known and ongoing issue, and I should give it another 24 (or 48) hours.
Meanwhile, no emails in or out...again.
I sure hope this "Temporary failure" is fixed soon.
Accepted Solution
user_f2a6e2
Contributor
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31 Messages
2 years ago
This will be my last update here. In the end, while my email service was restored, and at least some emails were restored between 3/17 and 3/19 (when service resumed), even the customer security assurance team was unable to restore the email I did not receive between 3/13 and 3/17. To say I am extremely disappointed is an understatement. Nonetheless I thank the numerous wonderful agents who have helped me behind the scenes over the last 8 days. They did all they could.
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user_f2a6e2
Contributor
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31 Messages
2 years ago
Update: today, my business email has received a new version of the previous return emails sent from Comcast's mailer-daemon (in response to my attempts at sending email TO my personal Comcast address). Instead of saying:
"Delivery to the following recipients was aborted after 6.4 hour(s):
Reason: Temporary Failure"
It now says:
"Delivery to the following recipients failed permanently:
Reason: Permanent Error".
On the surface, that does not appear to bode well. But since my last agent assured me they are aware of this "ongoing issue" and are working on my problem - and I haven't received a text message to the contrary... my fingers shall remain crossed that the assurance is true, and that they will repair my problem soon.
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user_f2a6e2
Contributor
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31 Messages
2 years ago
Day 5. Still no email being received since 3/13/23. Still can't even compose an email without receiving the "Mail server imap-west.ge.xfinity.com unexpectedly closed connection. Please try again later." error. PLEASE Comcast. You have 1.5 hours until my last agent's assurance/instruction "please give it 24 to 48 hours to clear up" runs out.
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user_f2a6e2
Contributor
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31 Messages
2 years ago
Day 6. Still no email being received since 3/13/23. Still can't even compose an email without receiving the "Mail server imap-west.ge.xfinity.com unexpectedly closed connection. Please try again later." error. PLEEASE Comcast. It's been SIX DAYS since an agent first told me he had fixed the problem and all should be back to normal "within a couple hours". And it's been 70 hours since I was told by my last agent that I needed to give them 24-48 hours, and they would text me when it was fixed.
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BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
The icon was renamed "Direct Messaging" over a year ago, but some employees don't seem to know that.
To send the requested information in a private message ("DM") to Xfinity Support from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon
above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
If a circle-slash appears when you try to select the "pencil and paper" icon it means that your DMs are disabled. You'll need to go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, and click Save.
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user_f2a6e2
Contributor
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31 Messages
2 years ago
OK, my email started working as of 10PM PST (last night, 3/19/23). THANK YOU to whomever worked behind the scenes to finally remedy that situation. It was out from 3/13/23 at 3PM, so a total of 6 days, 7 hours.
I was assured that once my email started flowing, I would also receive all the emails that I was not getting during that time; but so far that is NOT the case! Can someone comment on that? Should I start a new thread?
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user_f2a6e2
Contributor
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31 Messages
2 years ago
Update - Despite a very helpful agent working on my behalf in a long "Direct Messaging" session yesterday, there was no solution found to retrieve the emails I never received between 3/13 when I lost email, and 3/17, the earliest emails that started flowing back into my Inbox after service was restored on 3/19. I lost a total of four days of email, and yesterday's agent informed me that if they didn't come in by around 7PM last night, they were gone.
I need to know how that is even possible, and would like an official explanation.
Additionally, I noticed this morning that I am no longer receiving a daily email from one of my IOT devices. Its last message to me was the day I lost service. I know it is still sending email to me, because my wife is still getting her daily email from that device. I have ensured that it is still 'white listed' in my email filters, and that I still have "Override Security Filters - Allow spam and potentially harmful messages in your Inbox." enabled in my advanced settings. So I see this as but a symptom that something is still wrong "behind the scenes". If this IOT email is not getting through, what other email am I still not getting? Because of my settings I should be seeing EVERYTHING come in, and my 'white filters' should sort it all out (as they have been doing perfectly well for a very long time).
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