Urgent Escalation: 30+ Year Comcast Email Account Deleted / Unrecoverable

I have been a Comcast/Xfinity customer since 1995 — more than 30 years. During that time, we have had three active Comcast email addresses associated with our account:

1. [Edited: "Personal Information”]

2. [Edited: "Personal Information”]

3. [Edited: "Personal Information”]

We have also had Comcast service at three addresses during that time:

1. 2 Pine Street
2. 300 Bedford Street
3. 144 Woodview Way

Since moving to New Hampshire, the [Edited: "Personal Information”]account has periodically had authentication problems, particularly when being used through the iPhone Mail app. We have repeatedly had to reset the password to reconnect it. Because of that, he eventually began accessing his email primarily through the Xfinity website, where it has worked without issue for years.

Until last week.

Since then, I have gone to the Xfinity store at the Mall of New Hampshire in Manchester three separate times and have called Technical Support, Password/Security Support, and Level 2 Support at least five times.

Despite all of that, no one has been able to give me a consistent explanation of what happened to this email account.

Most representatives told me they could not find [Edited: "Personal Information”] anywhere in your systems. One representative, however, was able to see the address and confirmed that it showed as ACTIVE, but inexplicably associated with our previous address at 300 Bedford Street. That makes absolutely no sense. When our Comcast service was transferred to our current address in 2022, there was never any indication that one of our longstanding email accounts would somehow remain tied to the former service address or be at risk of disappearing.

Tonight, August 12, I spoke with another representative on the security side who told me that [Edited: "Personal Information”] has now been deleted and cannot be recovered.

I was then told this may have happened because the email account had not been logged into within the past 90 days.

That explanation is simply not credible.

He has used this email daily for decades, including regularly through the Xfinity website. This was not an abandoned email account that sat unused for months or years.

In fact, there should be an additional and very recent record of activity associated with this address: he regularly reports spam and phishing emails to abuse@comcast.net from [Edited: "Personal Information”], including reports sent as recently as three or four days ago. If Comcast is claiming that this account was inactive for 90 days, I would like that reconciled with those recent communications originating from the very email address you are now saying was inactive and deleted.

We are now being told that an email address containing more than 30 years of correspondence, files, receipts, records, personal information, and account history has simply disappeared — permanently — and there is nothing Comcast can do about it.

To make matters worse, we cannot even recreate the address because they told me Xfinity is no longer allowing customers to establish new Comcast email accounts.

I also happen to be a former Comcast employee who worked in data warehouse management, which makes the explanation I have been given even more difficult to accept. I find it extraordinarily hard to believe that a company the size of Comcast/Xfinity permanently deletes a decades-old customer email account and all associated data without backups, archives, disaster-recovery copies, retention systems, or some mechanism through which the account or its contents can be restored.

At this point, I am no longer looking for another password reset, another frontline support call, or another representative telling me they cannot locate the account.

I am asking for this to be escalated to someone with the technical authority and system access necessary to determine exactly what happened to [Edited: "Personal Information”] and whether the mailbox and its historical contents exist anywhere within Comcast/Xfinity’s systems, backups, archives, or legacy systems.

I would specifically like answers to the following:

• When was [Edited: "Personal Information”] supposedly deleted?
• What system or process initiated that deletion?
• What activity or login history does Comcast show for the account prior to deletion?
• How does Comcast reconcile the claim of 90 days of inactivity with spam reports sent from [Edited: "Personal Information”] to abuse@comcast.net as recently as three or four days ago?
• Why did one representative see the account listed as ACTIVE while others could not locate it at all?
• Why was the email still associated with our prior Manchester address after our service was transferred?
• Are there backups, archives, snapshots, disaster-recovery systems, legacy databases, or other retained copies from which the mailbox can be restored?
• If Comcast maintains no recoverable copy whatsoever, I want that confirmed in writing by someone with the technical authority to make that statement.

After more than 30 years as a Comcast customer, three store visits and at least five support calls in one week should not end with “your email is gone and there is nothing we can do.”

That is not an acceptable resolution.

Please escalate this beyond standard customer support and have someone with the appropriate technical authority investigate this account and contact me.

I am looking for an actual investigation and resolution — not another scripted troubleshooting session.