Visitor
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4 Messages
URGENT: Requesting Tier 3 Server Rollback for Mass Email Deletion (CSA/Tech Support Discrepancies)
Account Verification Note: I am the primary account holder. I can provide my account details via private message to an Official Employee.
Issue Summary:
Today, an accidental mass deletion occurred, clearing thousands of critical emails from my Inbox. I contacted the Customer Security Assurance (CSA) team within 30 minutes. A subsequent call about 6 hours later to another CSA rep resulted in me being transferred to Technical Support, who provided conflicting information, and I was explicitly told that no ticket or account notes were logged regarding my initial CSA call about this massive data loss.
Today, an accidental mass deletion occurred, clearing thousands of critical emails from my Inbox. I contacted the Customer Security Assurance (CSA) team within 30 minutes. A subsequent call about 6 hours later to another CSA rep resulted in me being transferred to Technical Support, who provided conflicting information, and I was explicitly told that no ticket or account notes were logged regarding my initial CSA call about this massive data loss.
Technical Details & Discrepancies:
- The Tool Behavior: I manually used the "Recover Deleted Items" tool on the Xfinity Connect Webmail site. It only successfully recovered items originally in my Trash, plus fewer than 50 recent Inbox emails. The tool is now completely empty.
- Missing Data: Thousands of historical Inbox emails remain missing and have not populated in the webmail interface.
- Conflicting Support Advice: The last technician stated that the thousands of missing emails would trickle back into my Trash folder in automated batches over the next 7 days, and claimed that Comcast cannot open a backend ticket for email restoration. The first CSA representative had told me that my emails would be restored after a couple of hours.
Requested Actions:
Because this involves thousands of vital personal and professional records, I need an Official Xfinity Employee to escalate this directly to a Tier 3 Server Engineer or Senior CSA Administrator to perform a Server Side Mailbox Rollback / Restore to yesterday's backup state. Please reply to this thread so I can securely send my account information and initiate the formal escalation ticket
Because this involves thousands of vital personal and professional records, I need an Official Xfinity Employee to escalate this directly to a Tier 3 Server Engineer or Senior CSA Administrator to perform a Server Side Mailbox Rollback / Restore to yesterday's backup state. Please reply to this thread so I can securely send my account information and initiate the formal escalation ticket
user_82oyva
Visitor
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4 Messages
1 month ago
Update: As of 6:15 PM on 9/13, only 5 total emails have trickled into the recovery tool (3 on 9/12 and 2 on 9/13). The automated process is clearly stalled. I need an Official Employee to manually pull the server log. Please help recover my emails
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XfinityAbby
Official Employee
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1.3K Messages
1 month ago
Hello @user_82oyva thank you for taking the time to reach out on our community forum. I understand how important it is to restore those emails. CSA is the best department to assist with this as we do not have the access that they do to handle the email issues. Did they give you any further information about a follow-up or did you request to escalate this with them?
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