scott361's profile



2 Messages

Thu, Jul 29, 2021 5:34 PM

Unable to access email folders?

Many of my email folders now show up with two karat symbols prepended to the file name. Example:  folder xyz is now ^^xyz. When I click on the folder (using a chrome browser) it gives me an error message. I am also not able to rename the folder. Can anyone help?





20 Messages

2 m ago

The same thing happened to me some time prior to July 20, and now I cannot access years of stored emails from folders that I created.

Official Employee


453 Messages

2 m ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry for the frustration this has caused. I know how important it is to be able to access these emails. Have you already tried a different browser or attempted to access the folders using incognito mode on your browser? I would also recommend trying to clear your cache and cookies, log out and then log back in. 



2 Messages

@XfinityBillie thanks for the feedback, those seem like good ideas.

I tried incognito mode on my windows chrome browser and got the same results. Also tried the edge browser on my windows laptop again the same results. Finally I tried the safari browser on my iphone11 and again the same results. When I use the apple email client the folders do not show up at all.

Regarding the error messages when I click on the folder:

1) Error: failed to load messages [Retry]

2) When I click retry:  Error: Mail folder ^^xyz could not be found on mail server

One other interesting aspect - I have 3 folders that I just created within the last few months. Those 3 are working fine. It is only the older folders (where most of my emails that I appear to have lost) are having the issue. Also, it does appear to have happened around July 20 per the comments from another user.

I suspect a change to the mail server. I have roughly 10 GB of emails that are now lost. Appreciate any help or advice.




Official Employee


477 Messages

@scott361Thank you for that additional information, Scott. I would like to dig a bit more into this. 


Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address so I can get your account pulled up. 


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Gold Problem Solver


22.9K Messages

2 m ago

@XfinityAbbie: Note that the "Peer to Peer chat" icon is now called the "Direct Messaging" icon.

To send the requested information in a private message to Xfinity Support:

  • Click "Sign In" if necessary

  • Click the "Direct Messaging" icon or

  • 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.

      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 for an example.


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