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All emails missing from webmail - any resolution?

Regular Visitor

All emails missing from webmail - any resolution?

All emails from one of our accounts have been ghosted.  They were not deleted, as they do not show up in the Trash --> Recover Deleted Items queue.  They are all just gone.  We have an open ticket with Comcast stating that they would call us back within 24 to 48 hours.

 

I have searched through the forums and there are many customers who have reported the same issue.  Has there been any resolution to the problem?  As this appears to be a system-wide issue with multiple users affected, has there been any announcement or follow-up from Comcast on this?

 

Thank you for any information.  

Expert

Re: All emails missing from webmail - any resolution?


@rxdonut wrote:

All emails from one of our accounts have been ghosted.  They were not deleted, as they do not show up in the Trash --> Recover Deleted Items queue.  They are all just gone.  We have an open ticket with Comcast stating that they would call us back within 24 to 48 hours.

 

I have searched through the forums and there are many customers who have reported the same issue.  Has there been any resolution to the problem?  As this appears to be a system-wide issue with multiple users affected, has there been any announcement or follow-up from Comcast on this?

 

Thank you for any information.  


  • Was this account recently migrated to the new webmail [connect.xfinity.com/appsuite]?
  • Are there still messages in the Sent folder, or anyother folders?
  • Is it possible a device such as a smartphone could be downloading the messages and then deleting them from the server [which would delete them from the webpage]?
  • Are you using a desktop email client to download messages?


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
Regular Visitor

Re: All emails missing from webmail - any resolution?

Thank you for your response.  

 

  • Was this account recently migrated to the new webmail [connect.xfinity.com/appsuite]?

Sorry, but I do not know.  It does show connect.xfinity.com in the address bar (Safari 11.0.3) so it might be.

 

  • Are there still messages in the Sent folder, or anyother folders?

There were messages in her Inbox from Thursday, March 15th.  Nothing prior to then.  Sent items is empty.  Any folders that she had are missing.

 

  • Is it possible a device such as a smartphone could be downloading the messages and then deleting them from the server [which would delete them from the webpage]?

No.  She only uses the Xfinity Connect Inbox for email.  (I love her to death, but she's technologically illiterate.)

 

  • Are you using a desktop email client to download messages?

No.  Only the Xfinity Connect Inbox.

Expert

Re: All emails missing from webmail - any resolution?


@rxdonut wrote:

Thank you for your response.  

 

  • Was this account recently migrated to the new webmail [connect.xfinity.com/appsuite]?

Sorry, but I do not know.  It does show connect.xfinity.com in the address bar (Safari 11.0.3) so it might be.

 

  • Are there still messages in the Sent folder, or anyother folders?

There were messages in her Inbox from Thursday, March 15th.  Nothing prior to then.  Sent items is empty.  Any folders that she had are missing.

 

  • Is it possible a device such as a smartphone could be downloading the messages and then deleting them from the server [which would delete them from the webpage]?

No.  She only uses the Xfinity Connect Inbox for email.  (I love her to death, but she's technologically illiterate.)

 

  • Are you using a desktop email client to download messages?

No.  Only the Xfinity Connect Inbox.


It will either say connect.xfinity.com/appsuite or connect.xfinity.com/zimbra

 

If it's appsuite, there has been a reported problem with mail completely disappearing.  I haven't heard of a "global" fix for the problem yet, so I will go ahead and escalate your issue to the Team available to the forum.  They will answer you here with instructions.  In the meantime, please do not send a PM to any of the Official Employee's.

 

 



I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
Official Employee

Re: All emails missing from webmail - any resolution?

Hello rxdonut. I can assist with checking the status of your Advanced Repair trouble ticket, and further troubleshooting. Please send me a private message and include your full name and account primary phone number so I can assist you. 

Regular Visitor

Re: All emails missing from webmail - any resolution?

Thank you very much for your help.