Xfinity lost hundreds of emails....again

Same thing happened to me. I got the same story. Did you ever get them back? 

Just happened to me --lost hundreds of email from 12/15/23-1/11/24.  Comcast claimed they would send restore files - which they did, but those restored files contained 2-3  random emails from my trash folder -- none of the ones stores in my Inbox or sent folders.  Worst tech support I ever encountered -- they know nothing and couldn't even confirm that they do backups!  Pathetic! They will not connect me to anyone in Tech Support that can actually fix this and last "tech support" person hung up on me!

All mine are gone up until 12/14/23 and emails I deleted are even back in my inbox

The same thing just happened to me, covering roughly the same dates. Everything from approximately 12/17/23 suddenly disappeared from all folders, and a few deleted messages reappeared. I was writing an e-mail in Outlook for Windows (configured with IMAP), I saw Outlook sync with the server in the background, and immediately the last month of emails was deleted. They are also gone from web mail. This has happened at least once before. Comcast clearly has a problem on the server side. They accidentally triggered a restore to an old backup snapshot or something. It's disappointing that the largest ISP in the country can't run a functioning e-mail server. For what they charge now, I'm expecting them to restore all of our missing e-mails ASAP.

The exact same thing happened to my wife tonight while we were on our email it literally disappeared in front of us, worse was the lack of belief by the tech service they kept telling us we must have deleted them and they would be in the trash folder! We lost exactly 30 days of email from 12/24 to 1/23 and it occured at 9pm PST. Xfinity when are you going to admit you have a problem and stop telling your customers to look in their trash? We received a recover folder in the online inbox wit the wrong recovery dates.

Happened to me at 9pm PST last night as well. Lost everything from 12/27 @ 1pm through 9pm last night (1/24/2024). After numerous calls to Xfinity support, there was no resolution.

Even if I lead in with the fact that I have been through all troubleshooting steps, each rep insists on going through the process again then give the same response; if their recovery process -- to put all emails received in the specified timeframe into a recover directory -- doesn't work, then the emails are permanently deleted and non-recoverable.

I spent almost 4 hours trying to get to Level 3 support, but it was always an endless loop which always ended up with me being transferred back to level 1.

So, there is a ticket opened. Hopefully they figure this out. Xfinity should not be losing the data I pay them to keep secure.

Frustrated customer of 20+ years here.

Same thing happened yesterday to me.  All inbox emails are gone prior to 7:25 am est. Spent 2 hours on the phone with tech support.  A recovered folder showed up today but it is just old already deleted emails.  Inbox still missing!  Tried calling customer servcie again and couldn't get tech support at all.  Time to switch to gmail.  Hands down the worst customer service EVER.  Have had this email account for 20 years.

Noticed on Jan 24, 2024 all email in my inbox prior to 1/16/2023, about 12 years worth was gone.  Also lost most of my sent emails, some random sent emails remain from various years.  Spam folder had emails back to Dec 19, 2023 I could recover.  Contacted Tech support CSA on Jan 25, restore folder attempt recovered 3 emails from Jan 19, 2024.  Called later that day on Jan 25 and second attempt recovered 1 email from Jan 19, 2024.  Called again on Jan 26 and was told I would talk to their best Tech support assistant Michael.  He ran what seemed to be the same troubleshoot and restore procedure, had me log out and log back in.  He said I would have a restore folder with all lost emails.  There was no restore folder at all and he was very surprised by that.  He put me on hold for a few minutes and then said all emails would be restored in one to two hours.  I said what if they are not?  He said he guarantees they will be there, 100% confident.  I checked last night after 2 hours, still no email prior to Dec 19, 2023.  I checked this morning 14 hours later, still no email prior to Dec 19, 2023.  I will wait another 24 hours.  If the emails are not there I will call tech support again.  Documents and information that I can no longer access as of today create a devastating situation for me.

Fourth try and same result.  I had to explain everything all over again.  I was told I was being transferred to a higher level tech when I insisted a fourth try would not work.  I was transferred, fourth attempt tried and once again failed.  A restore folder came with only 1 email from wrong date returned.  I was told there is a level three tech support and that a note was sent to them to call me within 2 days.  I also requested a call from a supervisor.  No call so far and still all of my emails prior to Dec 19,2023 are lost.  Xfinity CARE, Product or Leadership will you please intervene and help me here?  I need to have my email restored.   I have been working within your process and procedures for four days with ZERO results.

Another 2 hours with Xfinity with same result, no emails restored prior to Dec 19,2023..  And they say they may be lost forever...how is that ok?  Simply unbelievable that Xfinity will charge for a service that they do not fully supply or support. They want me to contact CSA yet again for a sixth try of the same thing, insanity!  I will continue to post here until this is resolved as a community service and reference point for others going through the same.

All of my emails and folders have been deleted from 2007 to the present, thousands of emails. I have talked with 13 representatives over a period of weeks from intake, Level 1, Level 2 and been "escalated" several times. I have been calling and going through the "wait 2 hours" to "wait 24-48 hours" to "wait 48-72 hours" and have been promised a call back on three different occasions.....no call ever received. I called again today and was told it has been escalated once again and to wait another 72 hours. Many of the representatives have said they can see my deleted emails but are unable to restore them to my email account. I'm at a loss as to what to do to actually get this situation resolved. I continue to call back hoping to get that one representative that might actually know how to restore my emails. I feel like a dog chasing its tail. The hours, and hours and hours....... of time spent is ridiculous and a waste of time but I don't know what else to do. Any suggestions?

Seems like hundreds of people have lost all of their Comcast emails in their inbox, trash, sent, an archived folders all around the same time. And their customer service has no clue how to fix this massive problem. I had it happen to me also. Even their web site wiped clean nothing there, except new emails coming in after everything disappeared. I am thinking they don’t realize the total extent off this massive loss of data. They have had maybe a major server go down, or maybe they have been hacked and this has caused the loss. Even if they know they will not tell you and the people we talk to are just following the binder that they have to try and help people. This is major as you can hardly get a live person, and chats are loaded. I am experienced with these types of thing and I know how the levels work in support. Maybe when someone figures out what has happened we might get our emails back. But I smell a very nasty class action lawsuit coming if it isn’t resolved. There will be major financial losses that will be incurred to a lot of people including myself. I hope it is not deliberate sabotage from one of our foreign governments.

Another one - all my email from Jan 16 to Feb 9 disappeared Sat morning.  Please restore it. 

No contact at all from xfinity. All emails in inbox gone prior to Jan 21 2024. Spent hours on the phone on Jan 21 but nothing worked. Tried calling back at the number they gave me but could not get a human on the phone and was required to go thru all the [EDIT: Language] again.  Somerhing is very wrong at xfinity, they must have been hacked.

Hi, the same thing just happened to me. I'm in the middle of job-hunting, and noticed today that a number of important emails from last week that I need for interviews this week, just disappeared. I've checked all of my folders, both from my phone and my desktop, and emails from 3/6/24-3/8/24 are missing. These are urgent, so if anyone has any tips on how to recover these emails, I'd greatly appreciate it!