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All My Emails are Gone!

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New Poster

All My Emails are Gone!

I woke up this morning and all emails are gone. I see this happened to others on 3-20-2020 and Comcast was able to restore. Did anyone else have the same problem and how can I get Comcast to restore?
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Official Employee

Re: All My Emails are Gone!

Can you please check a device running "iPhone Mail" on it. Server logs show that a device connected via email client iPhone Mail and proceeded to delete emails. Check to see if there is any recovery method within that client. You can also check "recover deleted emails" within the additional options of the trash folder within xfinity.com webmail. 


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New Poster

Re: All My Emails are Gone!

I am not sure what you are saying referring to clients and recovering emails. I updated my phone yesterday and had to sign into my comcast account from the website because it would not download from my phone. Then this morning all the emails were gone. What do you mean by device running? I will need more specific directions.
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New Poster

Re: All My Emails are Gone!

I lost three weeks of email today, from 11am on 5/21 through about 12:40 today. I would like to get it back. Please advise in plain language. Thank you.

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Regular Visitor

Re: All My Emails are Gone!

Comcast won't or can't help with this issue.  I looked at my Comcast e-mails on my iphone and then again minutes later all emails in my "in box" have disappeared.  The emails in my trash and sent folders are still there.  When I go to Outlook "ALL" are present.  Comcast keeps saying that someone has accessed your account or you inadveretly deleted the emails.  It's not a Comcast problem.  That's a bunch on "BULL".  It's a problem Comcast can't or won't fix.  I plan to switch over to Outlook which will resolve the issue.  

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New Poster

Re: All My Emails are Gone!

Sorry to say, switching to Outlook won't help. The 3 weeks of email I lost was in Outlook.

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Regular Visitor

Re: All My Emails are Gone!

I guess there are different email lost problem. Whenever I loose email from Comcast I go to Outlook and resend the missing one back to my Comcast email account.
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Expert

Re: All My Emails are Gone!

Are you referring to Outlook, Outlook 365 email, or outlook.com?  There is a major difference.


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: All My Emails are Gone!

You can follow this guide to go through the motions of recovering deleted items via our webmail: https://www.xfinity.com/support/articles/recover-deleted-email

@Rassel So to elaborate a bit, a device named "iPhone Mail" connected to the email in our back-end and shortly after thousands of emails were deleted via IMAP protocol. The protocol part is the most important because when our server makes changes to email, it displays its own specific protocol. IMAP means that an authenticated session was established (either by signing in via Apple Mail, Mac Mail, iPhone Mail, iPad Mail, Thunderbird, Outlook, etc.). The only recovery method would be to check "iPhone Mail" and its trash folder to recover. Unfortunately, Comcast did not design/create/program iPhone Mail, so we would not have any insight on how to exactly initiate a deleted items recovery process. 

Logs confirm this started around 2am EST/6am UTC on 6/11

@colnelson Would you happen to know about how many emails that was? Similarly as above, but a client named "Microsoft Outlook" moved/deleted/junked/trahed almost 100 emails all at once.  You will want to also review on deleted items recovery via Outlook. Double check any filters or rules you have set up as well. A misconfiguration in rules/filters will do unexpected things... like delete/move hundreds/thousands of emails. 

@jumpdog One of the email clients you are using is configured in POP3 and deleting the emails off the server, keeping a single copy on that email client specifically. Check your settings for how you have your email set up. Since you mentioned you use iPhone mail and Outlook and that Outlook has your emails, start there. Its possible Outlook is keeping local copies within itself allowing you to email the popped emails back to yourself (which would not show up on iPhone Mail for example). If outlook has all IMAP settings, then check the iPhone for POP3 settings.

Difference in POP and IMAP: https://www.xfinity.com/support/articles/switch-email-pop-to-imap
POP3 settings: https://www.xfinity.com/support/articles/update-pop3-110-995
IMAP: https://www.xfinity.com/support/articles/configure-outlook-express-xfinity-internet (note: this shows outlook setup process, but does display the actual configuration of the servers and ports required)


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