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@slmk wrote:
At 4:00 a.m. today, I read my emails. Then again at 7:30 I checked again and all emails are gone--folders, trash, inbox--everything. I did receive a message that the Comcast server failed. All I have now, are 10 emails I received since 7:30 a.m. What's happened with Comcast? I have a gmail account and all emails are present. This is a major problem--I have tax emails, home improvement, etc.
Thank you,
Nothing has happened to Comcast. There are only a handful of reason emails go missing and they include user-induced accidental deletion or compromise caused deletion. Meaning that check any recently added email services like email clients and their settings or start securing your email account with running virus/malware scans on any devices you use to access the email, password, and security question changes. You can try to recover any deleted email by selecting the additional options under the trash folder under the option "recover deleted items". If There are no items within that option - the Comcast server no longer has the emails. The only time this can happen is if an email client downloaded the messages under a POP3 configuration.
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I apologize if you misunderstood my response to be personal opinion or to hold any bias against you. I don't know you so I have no reason to personally offend/attack you. I am merely providing facts to the issue at hand, which is missing email. The Comcast email server has no deletion policy for the Inbox and the Sent box. This means that the Comcast email server will never delete an email from the inbox or sent box without manual user input. That can only be accomplished via the user themselves ,an email client acting on behalf of the user, or someone else who has access to the email account outside of its intended user. The term user is abstract when you factor in compromised accounts. Hundreds of thousands of email accounts are compromised on a daily basis(not just Comcast.net accounts) and its mostly run off scripts that gather the data within email accounts(downloading and filtering through the content for personal information) and then deleting/purging said data once its been stored for further fraudulent activities. This is one main example that we have observed, but there are other variable situations where it doesn't follow the exact same procedure.
to further clarify there are only 2 folders that the server will monitor a retention policy for, which is the Trash (14 days) and Spam (7 Days). This is a defaulted policy and once an email has been deleted from either folder by the system, they will retain within the "recover deleted items" section of the trash folder for an additional 30 days. So if you have misplaced an email into trash, you have 44 days to recover it and if you have to recover a deleted spam email, you have 37 days to recover it from "recover deleted items".
In your specific case since the emails were deleted not only from their respective folders, but also from the recovery deleted emails section - there is a variable outside of Comcast or our servers at play. As mentioned before, either a Third-Party Email Client deleted the emails, or someone went in and manually deleted it that may or may not have been you. The default recommendation is to always run AV/AM scans, change passwords, secret/security questions, and check email settings in any email apps/software you may be using.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Can you clarify------is it that all the folders have gone missing in the webmail interface? Or are all the folders there and they are just empty? If the former, see here------------
Where are my Folders and Search?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Everyone who referenced emails missing on 3-20-20 should have seen them reappear as engineers ran a restore process for your email accounts. If your issue is not relevant to emails missing from 3-20-20 then please open your own thread relevant to your issue. If you are still missing emails from 3-20-20 please PM me with your email address and i will have the engineers run the restore process as well.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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