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user_MD246
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Saturday, January 4th, 2025 6:07 PM

Why are particular emails (with single quotes around email addresses) not sending from my Comcast email address in Microsoft Outlook?

Hello all,

I have been trying to do my part to report scam/phishing/spam emails to companies like Xfinity/Comcast, PayPal, etc.. I have noticed on some occasions, when I try to forward the email or send the email header (to the email addresses used by these companies specifically for this purpose), the email will not leave my Outbox, even though other emails will send without any problems.

I have noticed that Microsoft Outlook places a single quote around these email addresses, and I read in an answer question asked by another user here on this forum that this is a problem with UTF-8 codes. However, I have never switched UTF code systems, as far as I know, so I don't know why this is happening all of a sudden. When I try to clear the 'saved' email address with single quotes and then attempt to retype the email address without those quotes, it will automatically add them back when I try to send, and the email stays stuck in my Outbox.

I should mention that this is not consistent either way; sometimes I can get this type of email through, and other times I can't.   I was advised by at least one user on the Microsoft support forum to contact Xfinity/Comcast (who thought it might be a Comcast/Xfinity server issue), and since I doubt I'll get anywhere with the customer service phone line(s), I thought I'd try here next.  

Thank you all in advance for your time.

P.S. If needed, I can try to send one or more screenshots to try to show my problem in more detail. Thanks!!

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1 day ago

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XfinityMarcos

Official Employee

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2.1K Messages

29 days ago

Hi user_MD246, thank you for visiting our Forum regarding your email issues. I'd like to ask a few questions to get us on the same page. Are you only seeing this issue over Outlook? I would have fewer options to help with a 3rd party email, but I'll still do all I can. Are you using an Xfinity email connected to your Outlook, or do you see this issue when you're emailing to Xfinity users? 

 

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user_MD246

3 Messages

Hi @XfinityMarcos, 

Yes, so far I am only seeing this issue over Outlook.  I am using an "old" comcast.net email address (which has been my main email account for about a couple decades) connected to my Outlook.  

I hope this helps us get closer to fixing this problem.


Thank you!!

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26 days ago

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XfinityAirelle

Official Employee

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2.3K Messages

 

 

The behavior you're describing, where Outlook adds single quotes around email addresses and prevents certain emails from sending, often relates to how Outlook handles certain character encoding or formatting issues with the recipient's address. However, it sounds like the issue might be intermittent, which adds to the confusion.

 

From our end, we don't have any server-side restrictions preventing the forwarding of phishing reports. To clarify, you can send suspected phishing or scam emails to abuse@comcast.net for review. If you're experiencing issues sending to that address specifically, please try the following steps in Outlook:

  1. Clear the auto-saved contact entry for the address by deleting it from the suggested contacts.
  2. Manually type the full address without single quotes.
  3. Ensure Outlook is updated to the latest version.
  4. Try sending the message in plain text instead of rich text or HTML format.

If the issue persists, it may be a setting within Outlook rather than on our server. Please let us know if you continue experiencing issues or if there’s anything else we can assist you with regarding your account. Thank you again for helping keep the internet safer for everyone!

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 a reply as the Accepted Answer.tick

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24 days ago

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user_MD246

3 Messages

Hi Airelle,

Thanks for your response, and I apologize for my extremely delayed response.

I have followed all of the potential fixes you have suggested.  Unfortunately, none of them have fixed the problem (yet). I just finished updating Outlook and Office.  I am reaching back out at the Microsoft forum and asking if someone there has any other ideas.  Thank you for your help, and I'll try to keep you both posted here if something changes.  And, of course, if either of you have any other ideas, I'd appreciate that too.

Thanks again.

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3 days ago

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XfinityBenjaminM

Official Employee

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1.8K Messages

 

user_MD246 Thank you for your reply! Please send a Direct Message with your full name and address. We'll need to take a closer look at your account to see what any next steps might be. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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 a reply as the Accepted Answer.tick

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1 day ago

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