Blocked Email

[ddenaro]

I subscribe to a newsletter that I receive 5 days a week (for several years) and now it is being blocked. The sender is in my address book and the email is not in my spam folder.  When I spoke with tech support, they suggested that I turn off the spam filter, that the problem is not with comcast (though the sender can send it to my work email no problem), and that it might be blocked because it comes almost every day.  Lots of news-related emails come every day! I worked with Live Chat support on Wednesday morning and actually got my email Wednesday evening as expected, only to have it blocked again Thursday evening. How can I get this resolved? This is a subscription that I pay for coming from known professionals.

[Latoque]

Call Comcast security.  They handle blocking issues--------------------

Comcast Customer Security Assurance-------------------

Normal business hours (6:00 am to 2:00 am EST, 7 days a week)

1 - 888-565-4329

[ddenaro]

This morning I started with live chat through Xfinity Assistant, which got elevated to a callback from the support team.  After describing my issue again, they transferred me to someone on the security team.  He sent me a test email, which I received, so he claimed that was proof that the issue was not on their side. I said the sender was able to resend to my work email, so it most certainly is on the "Comcast side".  He is also the one that suggested that I turn off the spam filter option. I said I didn't like that idea, and if the email was misclassified as spam, why wasn't it in my spam folder. He didn't know. I said it is clearly being blocked and they need to resolve it and he said there is nothing he can do, I need to turn off the spam button. I said that was unacceptable and when I asked to speak with someone else he said there was no one. I am not sure I want to call and go through that again. 

[Latoque]

Then I will escalate this  to the forum Admins to see if we can get some better traction on your situation.  You should see a response in this thread.

[ComcastTambrey]

Hello, ddenaro. Thanks for reaching out to us here on the Xfinity Forums. As Latoque mentioned, our Security Assurance team is usually the best place to address these types of email issues. I like to read my local news often as well, so I understand how important this must be to you too. I'd be happy to take a look and see if we can pinpoint what is causing these emails to be blocked so we can get it fixed. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 To send a private message, click my name "ComcastTambrey", then click "send a message".