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Email incorrectly marked as spam.

Lancepfl
Contributor

Email incorrectly marked as spam.

I have 2 regular emails I receive, that after years of getting them with no problem are now being marked as spam. I use the function to mark them as "not spam", but that doesn't seem to do anything but send them to my inbox. How can I whitelist these 2 senders so the emails will quit going into the spam folder?

 

The emails are from comics@mycomicspage.com and donotreplymarketing@loyalty.tijuanaflats.com

 

BruceW
Gold Problem Solver

Re: Email incorrectly marked as spam.

Comcast should provide a way users can whitelist a sender so their mail would not be considered spam, but they don't. You can try marking the messages as "Not Spam", but unfortunately that function takes a lot of clicking on a lot of messages to perhaps stop future messages from being filtered.

 

Recently announced "whitelist" function: https://forums.xfinity.com/t5/Email-Web-Browsing/Address-Book-Exemption/m-p/3368877#M220644.

 

If @ComcastAntiSpam or another employee doesn't respond here in the Forums, Comcast Security Assurance might be able to help if it's just two addresses. You can reach them at 1-888-565-4329 (from https://internetsecurity.xfinity.com/help/report-abuse/). Note that this is NOT one of the general customer service numbers. The first-line reps there are sometimes not very helpful, so you may need to be persistent and keep at them until you get a satisfactory answer.

 

If the above doesn't help, the only other thing you can do to prevent messages from going to the spam folder is to turn spam filtering off completely so that everything they deliver is placed in the Inbox.

 

Edit 9-18-2020: new whitelist function

LZCenter71
Frequent Visitor

Re: Email incorrectly marked as spam.

So I guess there is no way now for a user to fix this problem?  I use Outlook as a client and have tried repeatedly to use those spam controls.  It isn't like the problem is with dodgy websites.  They mark Morningstar as spam!  Other opt-in newsletters as well. 

 

A real pain in the butt!

hjgroff
New Poster

Re: Email incorrectly marked as spam.

The same thing is happening to me and I use Mac Mail.  Important work emails that I have been receiving fine for years, are suddenly being marked as spam. 

 

This has to be a glitch of some kind since it just started happening.

ComcastGabriel
Official Employee

Re: Email incorrectly marked as spam.

For Comcast internal rules putting messages in the spam folder, you can add them to your address book on webmail to prevent this going forward. 

 

If Outlook, Mac Mail, or any other third party client is moving messages to the spam folder, that will have to be changed within the specific third party client. 

 

 


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chirper
New Poster

Re: Email incorrectly marked as spam.

This did not work for me.  At one point, there were more than 20 regular emails incorrectly sent to my spam folder. A couple of them continue to be sent there, even though I have marked them several times as "not spam" and added the address to my address book. Chat support was totally ineffective. I am thoroughly frustrated. Comcast: please respond. Thank you.

ComcastGabriel
Official Employee

Re: Email incorrectly marked as spam.

Feel free to send me a direct message with some examples of email addresses and emails received that are in your Address book and still went to your spam folder. 


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peetv
New Poster

Re: Email incorrectly marked as spam.

I assumed that just becasue someone was in my address book they were put there by me.

 

TWO DIFFERENT TYPES OF ADDRESS BOOK. 

 

What seemed to fix it for me was click on the person's email and see if they are in Collected addresses  if so click on the upper left and add to adress book 

 

Worked for me so far.

 

Thanks!

BruceW
Gold Problem Solver

Re: Email incorrectly marked as spam.


@ComcastGabriel wrote: For Comcast internal rules putting messages in the spam folder, you can add them to your address book on webmail to prevent this going forward. ...

Note that the support article https://www.xfinity.com/support/articles/delete-contact-universal-address-book appears to be incomplete where the "whitelist" function is concerned. It states:

 


Note: These addresses must be in your Webmail address book for this to properly function ...

But the article does not explain what "this" refers to.

 

BruceW
Gold Problem Solver

Re: Email incorrectly marked as spam.

@peetv wrote: ... What seemed to fix it for me was click on the person's email and see if they are in Collected addresses  if so click on the upper left and add to adress book  ...

https://forums.xfinity.com/t5/Email-Web-Browsing/Address-Book-Exemption/m-p/3368877#M220644 states that:

 

Note that [whitelist] addresses must be in your Webmail address book for this to properly function ... It should also be noted this will not work for "Collected Addresses", only those you explicitly add to the Address Book.

Email addresses are added to "Collected Addresses" as you send and receive email if the settings for "While sending" and "While reading" under (gear icon) / Email Settings / Mail / Behavior / are checked.