Temporarily Blacklisted Account Message — Occurs Daily

@XfinityChristy​ Hello again —

This problem is continuing. It resolves for several hours up to a day and then returns, making access via email client to my mailbox impossible until it clears up "on its own". This is EXTREMELY FRUSTRATING AND IS HURTING MY BUSINESS AND REPUTATION FOR TIMELY RESPONSES.

Yes, I can access the email by logging into the Xfinity web panel, but this is NOT convenient, especially when I'm on the road or in meetings, and NOT conducive to my business. If this can't be addressed or resolved, it may be time to ditch Comcast/Xfinity. I am tired of begging for help for a service I paid thousands for over the years.

Hello @user_bk161 we're sorry to hear that issue persists. Have you had an opportunity to reach out to our Security Assurance Team? What solutions were they able to provide? We can help facilitate solutions should that be needed. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and we'll be happy to assist.

So here's the latest — I have now called the hotline and completed the following:

• Called Tech Support: (888) 565-4329
• Connected with Francisco

 Steps Taken:

1: Supplied Account number: <redacted>

2: Agent sent me to: https://spa.xfinity.com/

3: Filled out report:

• 1) Click button: “Postmaster”
• 2) Locate accordion list Item: “How do I get my IP block removed?”
• 3) Find interior link: “reporting page” —> https://spa.xfinity.com/report
• 4) Locate within dropdown list: “I’m not able to send e-mail to Comcast customers (comcast.net)” —> Continue
• 5) Completed the form.
• 6) Clicked button: “Review”

4: I've been Instructed to wait. I will be sent an email with whatever the tech team does or uncovers. Francisco says he asked in his notes why this problem happened in the first place. Says it will be an unknown amount of time before results come back.

Three hours later, I receive this: (Image attached)

This DID NOT SOLVE ANY PROBLEMS. The email is STILL blacklisted, and I cannot access it even as I write this note, now almost 2 months into the original problem.

I am still receiving the same error, which comes and goes randomly:

There are no links to click on, no error codes, and no next-steps. I have changed my password several times, and completely deleted and re-added the account to my email client.

I NEED THIS RESOLVED.

@user_bk161​ have you gotten to the bottom of this? constantly happening to me too, so ridiculous!

Nope. The problem persists. Best of luck to us all.

Thank you for reaching out to us @JeffreyP! Are you able to access your email address by using our website? 

yes I am able to access webmail with no issues, its only when outlook is fetching emails from the server

Ive lived here for 10 years with no issues on this IP, why all of a sudden comcast blocks it???

@JeffreyP​ Just saw this as I'm having the same issue, and I think the agent may have hit the nail on the head with the dynamic residential IP address issue. I figured out that the error message only comes when I'm connected via WiFi to a modem that's connected to an ISP which is not Xfinity. It doesn't happen when I'm home where I have an Xfinity modem. I also found it doesn't happen when I'm using my phone as a mobile hotspot - apparently being connected to the AT&T network doesn't trigger it.

It seems like the issue may indeed be with the dynamic residential IP addresses, which changes with each session, and which Xfinity doesn't trust. Obviously the home Xfinity modem/router provides an IP address that Xfinity trusts. Of course, all other ISPs do manage to work when you connect on non-native networks. So why does this happen with Xfinity and not the others?

My guess is, Xfinity isn't really interested in providing email services. They're all about delivering broadband entertainment. Email is an afterthought. So they don't really care if customers go with other ISPs for their email. They earn no money on email anyway, and nobody signs up for Xfinity just for the email. The service has always been pretty lousy, and this is just one more sign the email service gets no respect from Xfinity.

So, I'm gradually weaning myself from Comcast email. I'm starting to use iCloud and Gmail instead. Both are much better - gmail especially.

Sorry for the long message. I hope this is helpful to you and others.

I am experiencing same.  Do not have an Xfinity modem at home.  However, other user in household connected to same modem has not experienced this problem (knock on wood). 

How did you resolve?

@JustaCustomer222, I know how important email is, so I'm sorry you've been experiencing this issue. What troubleshooting steps have you gone through on your end? Have you taken the same steps outlined in the post?  

Nope. After speaking with two techs on the phone, sending various emails, and an hour long chat session, no one has solved this issue. After jumping through every hoop they have sent me, their team just says, "your IP address is not on our block-list", and then that's as far as they go. The problem persists, and apparently it's a cosmic mystery that no one knows how to solve.

@user_bk161​ it sounds as though @XfinityAlex needs to get involved in this.

@user_bk161 Please send me a DM with some details, including the IP and the username on the account.  I'll try to get this resolved.

@user_d1c131 If you could do the same, that would be appreciated.

@XfinityAlex​ thanks!

@XfinityAlex​ @XfinityAlex​ I too have been getting this Blocked ip temporarily message from my windows live mail.  YES i know WLM is obsolete.  i dont care.  I was a comcast customer for 20 years and we left about 1 1/2 years ago for a fiber provider.  Comcast told us they would NOT delete my email address and that I could continue using it. This started about a month ago...  My phone would download messages as long as it was not on my wifi, but my WLM on my PC would not.  There is NO reason for this.  My account has never been used with a proxy service or used to distrubute spam.  I will send you a pm with my ip and my comcast mail username.

@user_kprfy8​ If you DM me or XfinityDaveL, we should be able to help figure that out for you.  We'll need your IP or username you're having a problem with.  Thanks

@bscrivener​ Yes my black list (block) through my Mexico ISP came back today. Either my Public IP Changed or Something Else Happened at Comcast. I have direct messaged the rep who help with the whitelisting in the past. The web form does not work.

Hello bscrivener, Please sign out of those clients and sign back in to see if that fixes it.

@JeffreyP​ Yes my black list (block) through my Mexico ISP came back today. Either my Public IP Changed or Something Else Happened at Comcast. I have direct messaged the rep who help with the whitelisting in the past. The web form does not work.

@JeffreyP​ 

I have had the same issue the past couple months. I have a VPN, and when I turn it off, the issue goes away. I think Comcast is blocking the VPN.

Thank you- turning off my VPN worked and the message is gone!

Thanks for reaching out, user_i5pv0e. Have you been able to speak with our CSA team or submit a block list removal request at our SPA website?

@XfinityAlex or @XfinityWilliam are you able to look into this request?

just got a 404 error on the SPA Website link you provided... comcast, xfinity, etc. you call yourself an ISP, eh?

@user_i5pv0e​ I sent you a private forum message a moment ago.  Can you read and reply when you have a moment?

@user_hgqh9e​ I sent you a private forum message a moment ago.  Can you read and reply when you have a moment?

@user_i4icr9​ You need to be whitelisted with your Public IP,  Whats My IP.

@user_i4icr9​ Have you confirmed you have third-party email client access enabled?

Turn your access to third-party email programs on or off in Xfinity Email - Xfinity Support

@jjohart​ Hi, I just sent you a private forum message.  can you reply when you get a chance?

@jjohart Thank you for reaching out so we can make sure you're able to use your Xfinity Email address and thank you @XfinityDaveL for jumping in to help! Were you able to get this taken care of? 

This worked for me too! Thanks for the simple solution! 

@user_37wmau​ If I turn off my wi-fi I loose connection to the internet and no email comes in.  Where is the solution?

You will never get them to admit "its them" b/c this is tied in to all their b.reak-in controversy.

  I almost feel bad for those who pay for this mail service, when I'm grandfathered back from 1998 when it was 'attbi'.

  I have documented enough here recently.....the csr phone support is as consistent as global warming!  The only thing that helped me out was WRITING the Xfinite PRESIDENT on  JFK Blvd, Phila., PA.  It took two weeks but once it cleared, some tech actually called to "make sure iI was satified" but wouldnl't tell me what had happened-kind of hacker amnesia.

     I did finally figure out WHY my scenario triggered after all these years-it happened again a couple weeks ago.  I had the lunacy to switch to Android/Samrng mobile, and they bring up a pop up if you try to sync your home laptop (needed it to get mail forwarded from Xfast through 'Outloook"!!

   Kind of like flying a propeller plane through an underwater tunnel which is actually the interioir of a A300 Airbus (i.e xfinity vs MS vs Apple)=the comcast  allows 3rd party mail clients in THEORY, but in actuality, when I went to try the laptop Outlook, it used weird "sign into your exiting mail laccount" with additional terminology I couldn't make eads/tails of, like "name alternate client", or "specify new or create alt. p.w"  etc.

   Short point: for the 2nd time, Xfinity was temp. blacklisting me anew!!!!

I can't stress the  idiocy of their phone support, telling me it was apple or MS fault, or it's b/c I'm not a paying customer!! SHeesh!

   Write them on paper, send mails by stamps/USPS...its the only level of uniform responsivigty you can expect.

    In all fairness, if you were using Gmail and had a probolem, guess how much "help" you'd be getting from them...less than zero, for sure (have had Gooo goo Drive a year, and THEIR so called support wouldn't know anything more than a screen shot from a Kodak Instamatic..no 2nd tier support, no history/case #'s. By their monolithic training, its even worse than our folks from PA!

   Flame me, but be thankful Xfinity hasn't kicked us all off if grandfathery respect should fail them....and I'm sure it will one day soon.

    Hopefully I'll be dead and buried by then, but start making new address notices up for your next involuntary mail client, before the temp blacklist becomes permanent.

   END QUOTE-I like what Apple support said to me (after checking my acc'ts without bashing me b/c I wasn't using their mail for help)..."We don't like to use 'blacklist' with our consumers...we like to look for patterns and activity that help our understand and hopefully solve ISSUES"!

    Yeah, I know, they've got a bigger pot of lithium than any of the other multibillion dollar companies...but it takes a tough tech company to make a tender customer service experience!'  (I think that was a chicken ad long ago, aka 'Perdue"!)

@bluebird51​ I'll send you a DM to get more information.  I'd like to better understand the issues you're facing.

@XfinityAlex​ I tried to respond to you did you get it?Have talked to all levels of security there some in the phillipines!!! No one knows anything. At least I know for sure [Edited: Inflammatory] are having the same issues!! Is this one big cover up????

@bluebird51​ 

Did you respond to @XfinityAlex's DM?  Alex will not be talking with you on the phone, but via private message here.

@user_bgca8h​ Sorry you live in NY-the cape sounds nice...lol!  Even if the Celts don't win, the only way to reach the men in the tower in Philly (Comcast HQ) is to use a pen and WRITE THEM. It worked for me...after 3 weeks.

If nothing else, I don't wish to hammer up the break in they had last year..but my system went down precisely 4am on XMAS day, and only after 2 wks after I wrote was it suddenly and miraculously restored, as if out of the blue.

    Until they replace their board of directors with a bunch of AI BOTS (and it won't be long, given how undertrained and innacurate their live support and non-existent online 'complaint' security team is).....my take is there's nothing else with a US address and a live human behind the tower of leaning live help from this ISP.

   At this point, only the Celtics appear unbeatable-lol!

@user_bgca8h​  [Edited: Inflammatory] . Have talked to security over and over and had it escalated. No one knows anything. Now one security guy had me delete my  one email through Mac mail and add it back. It did not work. Message said Unable to verify account name or password. Have screenshot!! also when doing connection Dr IMAP  says something similar have screenshot. Have talked to over 8 people seemingly from all over the country!!!! One fella from the Phillippines tried..But nothing worked..... So [Edited: Inflammatory]  the FCC?? or who... I [Edited: Inflammatory] as do you..

@jjohart​ Go Celts! (Always and forever a Boston fan.)

@bearabout​ they wont be able to help or do anything. Don't waste your time. Check al the posts about this. Its not you, it's Comcast and they have ZERO idea how to fix this. The issue will come and go intermittently with no reason. We've all wasted hours of our life chasing a solution. My solution was to set my gmail to check the comcast account and pull my emails from there. Good luck!

@JeffreyP​ how did you do that exactly? Thinking it may be time to retire Comcast email and, alas, give in to Gmail.

Comcast is making us unable to connect to the IMAP server because [Edited: Inflammatory] the IP address!!  They act like they do not know  Ihave talked to over 8 people in security they are playing Dumb..Next move write FCC or write comcast president, but who knows he may be on it as well??? these issues  exist on their Forums  for others. [Edited: Inflammatory]....I will find a way..We should not be treated this way by corporate and big money makers who could care less of their clients!!!! [Edited: Inflammatory]...

@bluebird51​ 

I responded to your other post you made several hours ago.  Did you respond to the private message that @XfinityAlex sent to you?  He would be the person you need to work with on this issue.  However, since it's the weekend, he may not respond back until Monday.  But, you never know.

@bluebird51 

• Click the "Direct Message" icon in the upper right