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kellyi
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07/08/2026 1:53 PM

The search feature of xfinity email is not returning proper emails, it only appears to return a list of emails I sent or random emails.

Log into xfinity email on Chrome or Edge.

Log into xfinity email  - https://login.xfinity.com/login

Go to email

do a search by someone's name

the search returns emails that i have sent, not all emails with that person's name.

It shows search for all folders.

If i then search in Inbox, it lists a bunch of old random emails that do not even contain the search criteria.

I have cleared browser cache and have tried on my phone.  Same issue.

Ideas?  It has been happening for about a month

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Updated 

1 month ago

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XfinityGabriel

Official Employee

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3.5K Messages

2 months ago

 

kellyi, Hi there! Thanks for reaching out. I appreciate you providing those details and letting us know what troubleshooting you've already completed. I can understand how frustrating it would be when the email search function isn't returning the correct results, especially when searching across all folders. You've come to the right team of experts to help over social media. We can help. Based on what you've described, I'd recommend checking the Inbox, Spam, Trash, and any custom folders to see if the emails appear there. It's also a good idea to review your email settings to ensure email forwarding, filters, or spam settings aren't affecting how messages are being displayed in search results.

 

Since you've already cleared your browser cache and tested multiple browsers and devices with the same outcome, that helps rule out a browser-specific issue. If the search results continue to return unrelated emails or fail to find messages that should match the criteria, please let us know if this is happening with all contacts or only specific senders. We'd be happy to take a closer look and determine what additional troubleshooting options may be available.

 

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delatty

New Poster

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3 Messages

1 month ago

I am having the same issue and Xfinity reps do not understand what I am trying to explain to them.

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XfinityRichard

Official Employee

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3.6K Messages

Thank you for reaching out. To help narrow this down, are you experiencing this issue when searching for emails through the Xfinity Connect web portal, or are you using a third-party email application such as Apple Mail or Microsoft Outlook? Knowing which platform you're using will help us determine the best troubleshooting steps. 😊

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 as Best Answer.tick

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1 month ago

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delatty

New Poster

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3 Messages

Hello,

I am searching directly from xfinity.com email.  I have tried in different browsers, cleared the cache.   

I have now identified a very specific cutoff in the problem.

My Xfinity email search works normally for messages dated July 29, 2026 and later. It will not return search results for messages dated before July 29, 2026, even though those older emails are still present in my mailbox.

That fixed cutoff date is important. This is not simply a matter of having too many emails. Something appears to have happened with my mailbox search index around July 29 that caused older existing messages to stop being included in search results.

Please add this information to CR Ticket [Edited: "Personal Information"] and escalate it as a mailbox SEARCH INDEX issue. I need Xfinity technical support to determine why the search index stops at July 29, 2026 and rebuild/reindex the mailbox so the older existing emails are searchable again.

This is NOT a deleted-email recovery issue.

(edited)

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1 month ago

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XfinityChristy

Official Employee

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3.1K Messages

Thank you for taking the time to narrow this down and share those details. The July 29, 2026, cutoff is definitely interesting and may help explain why older emails aren't appearing in search results even though they're still in your mailbox.
 

I'd like to take a closer look at the status of CR Ticket [Edited: "Personal Information"] for you. When you have a chance, please send us a Direct Message with your full name and service address. That will allow me to review the account, check the status of the ticket, and see what updates may be available. I appreciate the troubleshooting you've already completed, and I'll be happy to look further into this with you.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

(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 as Best Answer.tick

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1 month ago

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