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user_d8c090
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3 Messages

Wednesday, November 9th, 2022 7:51 PM

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Xfinity Email Inbox

I have an individual who sends me an email that does not appear in my Xfinity Inbox. If I use the "Search" function to search ALL folders I can see his message. If I search the INBOX folder only I do not see his message. Which folder is his message actually in? It is not in Trash or Spam either. The ALL folder search will find the message. Why is it not in the INBOX? I never know when he sends me a message. I do NOT have this problem with other users.

Please help

Craig

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2 years ago

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XfinityBillie

Official Employee

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2.8K Messages

2 years ago

@user_d8c090 I can definitely understand the concern and frustration! We can definitely help you get this sorted out. Have you already checked your email filters to make sure you didn't set a rule for this individual in error? This link will walk you through how to look that information up: https://www.xfinity.com/support/articles/spam-filters-and-email-blocking-new-experience

Also, can you tell me how you are accessing your Xfinity emails? Is it via our Xfinity website or with a third party email client such as Outlook? 

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user_d8c090

Visitor

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3 Messages

@XfinityBillie​ I am accessing generally through my cell phone app called "Email", there I don't have a search function, so I can't see this email at all. Right now I am using the Xfinity email app via my Windows 11 laptop. I checked my filters and there is none for this particular email sender.  I tried to set up a "rule" to redirect this specific email address to the Inbox, but I wasn't allowed to do that within the rule. I normally don't use my laptop much for my day to day email viewing, but I know I need to fix the problem within my laptop/windows browser/xfinity app first, before I can see this email, via the cell phone app for Email. Generally the syncing between the two systems has been working just fine, except for this specific email address.

2 years ago

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XfinityBillie

Official Employee

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2.8K Messages

I'd like to do some troubleshooting specific to your account to see if we can get this resolved. Please send us a DM with your full name and address to Xfinity Support. 

 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
 Press Enter to send it

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

2 years ago

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user_d8c090

Visitor

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3 Messages

@XfinityBillie​  You were exactly correct. The problem was with an old filter "rule" I had set up long ago. If any message contained the users name it was redirected to a lower level email folder. I had set this rule up long ago and it was labeled with a name that didn't directly correlate with the intent of the redirection. I had long ago forgotten about this filtering rule. Thank you so much for redirecting me to this solution. I simply deleted the old rule. Problem solved.

2 years ago

XfinityBillie

Official Employee

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2.8K Messages

Oh awesome! I've done that myself a few times before I understood how the rules really worked. I'm happy to hear that you were able to get the issue resolved. :) 

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

2 years ago

user_b4b22f

Visitor

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14 Messages

The search feature for my email still isn't working and I tried the troubleshooting advice. 

2 years ago

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