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Email Not Arriving After Hack

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Email Not Arriving After Hack

Greetings:

Hoping you can provide advice for a friend:

     On July 20, her Comcast account was hacked by someone who sent mail to everyone in her address book and then forwarded incoming mail to an outside account. We were able to change her password, but not before he deleted all the mail in her inbox.

     Since the hack and the change of her password, she has been able to send mail from her account, and she does receive a small smattering of miscellaneous email messages, but most of the incoming mail is not reaching her.  Daily e-newsletters and notes from family and friends -- the most important emails, in other words -- don't make it into her inbox, though they do seem to be landing somewhere else, as the senders receive no notification that transmission has failed. 

     We have checked her Comcast email settings: no mail is automatically forwarded, no filter rules are defined, and the "Use email safe list" box is NOT checked.  The important missing mail is not in her spam folder.

     She looks at her mail from Safari on her iMac, from an Outlook application on her iMac, and from her iPad.  The important mail is missing from all three.

     Since the hack, an Outlook error message appears repeatedly, the one that warns that a message or attachment exceeds set limits. She has not attempted to send a large message or a large attachment, and the warning message now pops up repeatedly independent of any current activity. Could it be that the hacker tried to send something large that has stalled some mechanism?

     We have spoken to a Comcast agent over the phone who sent an email that never arrived. The agent then reported that she was "escalating the issue" and has given us a case number for reference -- but that was several days ago, and we have heard nothing since. Considering how isolated my friend is during the COVID-19 crisis, you can imagine how important her email is. Anything help you could offer would be very much appreciated. Thank you.

     

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Regular Visitor

Re: Email Not Arriving After Hack

One possibly important amendment to the account above:

My friend reports that the ONLY mail arriving to her Comcast account since the hack is that which was forwarded to the Comcast account from her university email account.