DM Email Notification Not Working

I tested with @XfinityJessie and confirmed that the issue was resolved.

**Update: 02/08/2023**

All,

We have received another update from our platform vendor that this issue has been resolved. Please let me know if you would like me to send you a direct message to confirm. Thank you again for your continued patience as we worked to get this resolved. 

**Update: 01/25/2023**

All, 

We have received confirmation from our platform vendor that a fix has been implemented and this should now be fully resolved. All in-forum and email notifications for this forum should now be working as designed. Please let us know if you continue to experience any issues with receiving those DM notifications. 

**Original Message: 12/16/2022**

All,

We apologize for the inconvenience this has caused. This has been reported to our platform vendor. We will post any updates here as soon as we receive them. In the meantime, you can take advantage of the in-forum visual and audible notifications. 

Thanks in advance for your patience and understanding in this matter. 

Hi, @user_2685a9! Thanks for meeting us in our community again. We are happy to help with the notification issue. I just need clarification. You mentioned you do receive the platform notifications for DMs, but you do not get the email notification of the DM notification? It sounds like you checked your Profile Settings and the"Profile Information" tab. Did you click on the "Preferences & Notifications" tab? There is a very long list of preferences, and how you would like the alert delivered. Let us know if this helps.  

... I have not been able to receive email notifications for DMs. ...

The Forum has a few bugs. I get no email notifications either for DMs, only the red dot and/or beep "Platform" notifications. No notifications of any sort for any Reply items either, not "Platform", and not email. For me these have been broken since this version of the Forum was launched nearly two years ago.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

@BruceW thanks for the info.  Do you know if I use 'Reply' to a post and include the tag of the person who posted, will he/she get notified?

... Do you know if I use 'Reply' to a post and include the tag of the person who posted, will he/she get notified?

I do not know. Apparently some do. All I know for sure is that I don't get them. Tagged or not tagged, I don't get them. Never have, not once. Which is why I write:

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

The fix is not working for me.  After I saw the post that the problem was fixed, I received two DMs., There were still no email notifications.  I DM'ed Xfinity Support and unmarked 'Accepted Answer'.

@XfinityJessie wrote: "... All in-forum and email notifications for this forum should now be working as designed. Please let us know if you continue to experience any issues with receiving those DM notifications. ..."

My profile Email and Platform "Notification Preferences" are enabled for all items, but I still receive no notification by either Email or Platform of:

• New reply on posts I have posted or followed
• Mention on a reply in the community
• New likes on replies I have posted

For "New direct messages received" I get Forum "Platform" (beep/blink) notifications, but no email notifications.

Why even bother to have these Preferences listed if they don't work?

ETA: Example: The Reply at https://forums.xfinity.com/conversations/x1/to-pause-and-rewind-live-tv-insert-the-card/63de3a7ad9aa6753d37af47b?commentId=63de8a23b03aac5c8e434294&replyId=63de8c5ab03aac5c8e4342a6 produced no notification whatsoever. Not by email, and not by the "Platform" bell. Nothing. Zip, zilch, nada.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

All,

We apologize if you are still experiencing issues with forum email notifications. I will ensure this gets reported again to our platform vendor. As soon as we have a response, I will be sure to share that information here. 

Thank you in advance for your continued patience as we work to get this fully resolved. 

@XfinityJessie ,  I did not get notification for your 2/8/23 update.  Anyway, yes, please send me a DM. 

@XfinityJessie , would you DM or give me an update on this problem?

@XfinityJessie wrote on 02/08/2023: "... Please let me know if you would like me to send you a direct message to confirm. ..:

Please do! I received several DMs from Xfinity Support on April 6, but no email notification of any of them.

And because I receive no notifications of any sort for edits, I had no idea that this problem had supposedly been corrected, nor of your offer to test the fix. Where it not for @user_2685a9's message a short while ago I still would be unaware.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

@XfinityJessie: Now, at 8:34PM, I still do not have an email notification for the DM you sent at 12:43pm, not in the Inbox, not in Spam, not anywhere. Maybe try again?

Also, I still receive no notification of any sort for Replies. Which is why I once again remind you that:

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.