Regular Visitor
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3 Messages
Email messages not being received by comcast customers
We are a high school and we send out nightly grade reports to parents, many of which are comcast customers. Sometime in mid December, those messages stopped being received. I have tested and captured packets and have determined that the messages are still being sent and accepted by comcast's email servers but then nothing happens. They just disappear.
Could you please put me in contact with the department that could help me determine why these messsages are not being delivered?
I have tried many different avenues over the past few months trying to get this resolved and they have all been dead ends.
Thank you,
Bob
XfinityKenF
Official Employee
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8K Messages
6 years ago
Got it! Do you have the "save a copy" option marked as well?
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knitone
Frequent Visitor
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8 Messages
6 years ago
I had the same problem. No emails received for six days, 7/5-11/19. I wish I had seen this thread earlier. I did live chat with two different people. The 2nd person said they could see all of the emails, but their level of service did not allow them access to my account to fix the problem. I was referred to Customer Service (CSA) and told only they could access my account and fix the problem. I called number given, was on hold for 1 h 45m. Adrian finally got on the line and told me to delete, not disable, my email filters. He also had me send test emails. I did and the test emails Adrian and I sent came through. Adrian said the problem was fixed but the 6 days of unreceived emails were gone, never to be restored. Adrian didn't do anything; he just talked me through steps. For what he talked me through, access to my account wasn't necessary. The live chats could've done the same thing, and I could have done something else with that 1 h 45m.
It's not necessary to go through the rest of the conversation Adrian and I had, but let it suffice to say I am not happy with the loss of emails. Reading some other suggestions shows that there are other solutions to this problem that don't result in the loss of emails.
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KrisR1
New Poster
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4 Messages
6 years ago
Having trouble not getting emails myself, not sure this is exactly the right place to be posting this, but here goes. For some reason I've been unable to send or receive any email from a friend at work that uses a gmail account. He tried sending several to me and none got through, so to make sure he wasn't accidentially sending the wrong email I emailed him. On 6/25/2019 I got an email through to him, and I recieved a reply from him.
Since then neither of us has been able to get through to each other. Nothing is going to spam, when I send it shows up in my sent folder. However when I've asked he hasn't recieved anything from me since that first email got through.
We were trying to organize a game for this weekend and when I got to work I let him know I never got his details and he said he'd sent them at 5pm yesterday...but not a sign of it getting through to me.
Has me wondering what other emails might be getting sent to me that I'm not getting. Anyway of dealing with this? For what it's worth, I did check to make sure the spam options were enabled, I have room in my inbox, no emails blocked ( that I set anyway ) so not sure what else I can do.
I suppose I could just open a gmail account of my own just to talk to the guy, but I'd rather keep everything on my comcast account.
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CCAntiSpam
Gold Problem Solver
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1.9K Messages
6 years ago
@KrisR1 Could you send me a PM with some details about the email address they're going to and coming from? I'd like to see if we can resolve this for you.
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rprorock
Regular Visitor
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1 Message
6 years ago
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XfinityKenF
Official Employee
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8K Messages
6 years ago
Hey All,
If you are using the native XFINITY connect suite, have the spam filter active with the option to save a copy enabled, and you're not getting new emails from select email address, please let me know by sending me a private message with your full name. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.
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SteveDawson
New Poster
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1 Message
6 years ago
I am having the same issue for domain stpaulse.com @ComcastAntiSpam
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CCAntiSpam
Gold Problem Solver
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1.9K Messages
6 years ago
Resolved via PM
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cawhite6
Frequent Visitor
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5 Messages
6 years ago
@CCAntiSpam Having same issue from corporate domain showing accepted but never delivered or bounced. Everything from @dwagolf.com domain.....which is an on-prem Exchange server sending on a Comcast Business IP!!! 68.87.20.5 & 96.114.157.80 are comcast mail servers accepting for delivery ......help!
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isheehan
Frequent Visitor
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5 Messages
6 years ago
I am not receiving emails from a specific domain that I used to receive them from. I have filled out the Remove Block form with the help of a Level 2 Associate, Slower, who provided me with 3 IP addresses to add to the form. My response came back that the IP addresses that were blocked were not on the list of blocked addresses.
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CCAntiSpam
Gold Problem Solver
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1.9K Messages
6 years ago
@cawhite6 Should be resolved shortly
@isheehan we need some additoinal information, like a domain or the IPs you're trying to clean up.
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cawhite6
Frequent Visitor
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5 Messages
6 years ago
@CCAntiSpam Thank you for quick-er response, any ETA? I just had to reload the Exchange SSL Cert but mail is flowing again to everywhere but @comcast.net email still.
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CCAntiSpam
Gold Problem Solver
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1.9K Messages
6 years ago
@cawhite6 So, it seems like we're getting a lot of complaints for spam from your systems. I'll have them tentatively delist your IP, but please be aware that if that continues, it may get flagged again.
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CCAntiSpam
Gold Problem Solver
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1.9K Messages
6 years ago
@isheehan I'm going to DM you. I'm not seeing an issue with your inbound messages, and I'd like to get more details.
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cawhite6
Frequent Visitor
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5 Messages
6 years ago
@CCAntiSpam What constitutes 'a lot of complaints', this domain is a small community golf course which sends out memeber dues and weekly event flyers (which can be opted out of) - comcast domain makes up a portion but by no means excessive amount of registered emails. Regardless its typical to get blacklisted IPs from spam servers, not deny entire domains (especially with no bounce back message/notification. Its much easier to enlist the domain admin to figure out what is a complaint and what is being done to mitigate spam - which between client spam App, we also filter everything through spam proxy before reaching our on-prem exchange server. All our sender conenctors require authentication. Any information you can provide will be helpful to ensure this does not happen in the future.
-thank you
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