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Emails Being Marked as Spam

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Contributor

Emails Being Marked as Spam

I have a recurring issue with the Comcast spam filter.  Since about the end of December some legitimate  emails, including emails from Xfinity and my bank, have been directed to the Comcast spam folder and I don't receive them on my phone or my desktop using Outlook.  I've marked them as "not spam" in the Xfinity Connect app and I've tried disabling the spam filter.  Sometimes after being marked as not spam the emails will go to my inbox but after a few minutes they will move back to the spam folder.  I have no filter rules defined.  Nothing seems to help.

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Gold Problem Solver

Re: Emails Being Marked as Spam

There's really no way you can "unspam" (or "whitelist") a sender yourself. Comcast should provide one, but they don't. The "Not Spam" function takes a lot of clicking on a lot of messages to perhaps stop future messages from being filtered.

 

Filter rules won't work because they only operate on mail delivered to the Inbox, not to the Spam folder.

 

If an employee doesn't respond here in the Forums, Comcast Security Assurance might be able to help. Give them a call 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.

 

Without their help, the only 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.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

I looked over the past two weeks, and see just a few messages flagged as spam.  Could you give me an example of a message that is going to spam folder that should not be?  Thanks


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Contributor

Re: Emails Being Marked as Spam

Here you go.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

I'm going to send you a PM to ask for some extra information from that message.  From the logs I see, we didn't flag it as spam, but I want to ensure the contents of the message match the logs I'm seeing.

 


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New Poster

Re: Emails Being Marked as Spam

I can give you an example. Most of the emails to me from. @navy.mil (the us navy officail domain) are being sent to spam. Can you fix this?
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Regular Visitor

Re: Emails Being Marked as Spam

I am having the same issue. On the phone with a Comcast rep but turning out to be 20 minutes I will never get back. Good luck and please publish if there is any resolution. Thanks.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

@mms08723 Sorry, do you have more details about which messages are being marked as spam?


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Re: Emails Being Marked as Spam

There are 8 messages where I repeatedly (10+ times) click on no spam or move to inbox, and they reappear in the spam foldder. Several are from amazon.com, one NJ Transit alert, one from paypal.com, and one flight confirmation from spirit.com. Sprit.com emails received Weds 4/17 at 11:46AM EST.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

Are these the same 8 messages, or same sender?


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Regular Visitor

Re: Emails Being Marked as Spam

It varies. Sometimes I get an Amazon email, sometimes I don't. Also I have many times manually moved the spam items to the inbox and/or clicked on not spam, when I go out of email and go back in, then move from the inbox back to the spam folder. It is not all messages or all from one sender. It is sporadic but consistent issue.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

From what we can see, it looks like you're using two different email clients.  One is our webmail platform, and then there's an IMAP client.  It looks like the IMAP client is moving messages from the Inbox to Junk, and then you go into webmail and do the opposite.  Do you know if you're currently using two mail clients?


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Regular Visitor

Re: Emails Being Marked as Spam

I typically use Outlook from my desktop and also an android email app on my cellphone. I went in to the Xfinity tool because I was sensing I was not receving emails on Outlook or my  cellphone. When I went to the Xfinity tool I saw a bunch in the soam folder. What I see on the Xfinity at times is different from Outlook. Thanks.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

Let's move this to PM.  The rest of the people on the thread are getting notifications for each post, and I am going to ask you for some details that you may not want to share here.  I'll PM you in a moment.


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New Poster

Re: Emails Being Marked as Spam

oh noooo. my nfl.com/fantasy emails are going to junk folder. how can i fix?
thank you
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Contributor

Re: Emails Being Marked as Spam

I have 2 domains that are now bening flagged as spam, and they are not. I've spent countless hours on the phone with support, but they are worse than useless because they don't even know how the spam filtering on the Xfinity side works. The only thing worse than the spam filters mistagging emails as spam is the support Comcast forces us to expeerience when trying to resolve spam filtering issues. HELP!!!!!

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Expert

Re: Emails Being Marked as Spam


@brbrob wrote:

I have 2 domains that are now bening flagged as spam, and they are not. I've spent countless hours on the phone with support, but they are worse than useless because they don't even know how the spam filtering on the Xfinity side works. The only thing worse than the spam filters mistagging emails as spam is the support Comcast forces us to expeerience when trying to resolve spam filtering issues. HELP!!!!!


Did you call the general support number?  If so, you need to call Comcast security.  They are the ones who deal with blocking and spam issues.  Also, you need to keep marking the emails Not Spam when they get to the Spam folder-----------

 



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Bronze Problem Solver

Re: Emails Being Marked as Spam

@brbrob If you meant the DX Club, that should be clear shortly.  If not, please provide the domain and we'll see about getting it sorted out.


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Contributor

Re: Emails Being Marked as Spam

Thanks for the response, I see the  DX Club issue is now resolved.

 

This one is for status notifications from my vehicle: <notification@uconnectaccess.moparownerconnect.com>

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Bronze Problem Solver

Re: Emails Being Marked as Spam

@brbrob Can you mark one of those Mopar emails as "Not Spam"?


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Contributor

Re: Emails Being Marked as Spam

I just ddid so with 3 of them.

 

Been doing that since October of last year with no change in behavior, so I'm not too confident this will change anything.

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Contributor

Re: Emails Being Marked as Spam

And I just received another one when my car was done charging, and it went to the spam folder.
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Bronze Problem Solver

Re: Emails Being Marked as Spam

@brbrob They marked the ticket as resolved, but with no feedback (abnormal).  Please let me know if they're still going to your spam folder, and if so, please ensure you mark them as Not Spam.


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Contributor

Re: Emails Being Marked as Spam

Per my reply above, they're still going to my spam folder. I've been marking them as not span for many months, it does no good.
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Bronze Problem Solver

Re: Emails Being Marked as Spam

@brbrob Sorry, this morning they responded again with proper feedback (as they normally do) indicating it had been resolved.


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Re: Emails Being Marked as Spam

At 6:56am PDT today, I received am email from that domain and it did NOT go to my spam folder.

 

Thanks for having the perseverance to stick with this until it was resolved. I had a case months ago for the same issue and they said they couldn’t fix it.

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New Poster

Re: Emails Being Marked as Spam

In my instance, Comcast erroneously marked my business account as a spammer.  I can receive mail but I can not respond reply or send a new .  There is no error ,  the web portal just says the email was sent but the recipient,  no matter what domain, never gets my email.   I am on ticket # 5.  Comcast security department has isolated the reason , but since this is a residential email address that was converted to a business account then migrated to the cloud solutions,  this madness has disabled my business for 15 days.    Sometimes it is NOT your settings, sometimes it is Comcast's isolation of internal departments and irresponsible internal processes.  Be persistant ,  if YOU didn't change anything , someone else did.

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Contributor

Re: Emails Being Marked as Spam

And now, the NCDXC emails are going to Spam again.  smh

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Contributor

Re: Emails Being Marked as Spam

This problem has not been resolved. There needs to be a whitelist for permitted email contacts.

 

However, in lieu of that there is a simple workaround. Put the acceptable email address in the Comcast online Address Book. That will allow it to bypass the spam filter. 

 

I am a bit surprised that Comcast tech does not have this solution in their database and that it is not in the Spam Filter instructions.  Considering that the code path is there for bypassing the spam filter via the address book, the implementation of a white list should be quite simple. 

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Contributor

Re: Emails Being Marked as Spam

Yeah, no. That doesn't work. There is no code path to bypass Comcast's spam list by adding the address to the Address book.

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Contributor

Re: Emails Being Marked as Spam

I tested this with two different emails that were being spam blocked this morning. They now go through just fine.  I have control of the sending website so I was able to verify this quite quickly.

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Contributor

Re: Emails Being Marked as Spam

This also works with GMail's spam filters which is where I learned about this option. I just did a search on how to whitelist in Comcast and found this link. 
https://www.makeuseof.com/tag/how-to-whitelist-email-addresses-on-comcast/

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Contributor

Re: Emails Being Marked as Spam

If the addresses are not on Comcast's blacklist this wll be the behavior..

The doamins that Comcast blacklists will be treated as spam no matter what the user does.

 

Don't know how to explain it any clearer, this is the way blacklists work.

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Expert

Re: Emails Being Marked as Spam


@Anon363555 wrote:

This also works with GMail's spam filters which is where I learned about this option. I just did a search on how to whitelist in Comcast and found this link. 
https://www.makeuseof.com/tag/how-to-whitelist-email-addresses-on-comcast/


The information at that website is erroneous.  Comcast does not, and never has, scanned your address book to determine legitimate incoming emails.  Comcast email has no whitelist function.  If you are getting emails now that you were not getting before, there is some other reason for it.  Some email providers do use your address book to check for legitimate incoming emails,  Comcast is not one of them.



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Contributor

Re: Emails Being Marked as Spam

I did not post the solution arbitrarily. There must be more to it because I specifically tested before and after by sending an email from our website. Before putting the email address in the address book it would not come through. After it did. 
I doubt the website would be blacklisted, it is a non-profit. We'll see. I will ask a board member who is also a Comcast customer if he can receive the email after adding to the address book. None of the other members that are non-Comcast customers have had an issue with this. 


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Contributor

Re: Emails Being Marked as Spam

Are you not paying attention? The whole issue is that the Comcast blacklist contains domains that shouldn't be blacklisted!

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Contributor

Re: Emails Being Marked as Spam

If adding the address to your address book corrected the issue, you are not having the same issue that I and others are.

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Contributor

Re: Emails Being Marked as Spam

Apparently not, but there are several others that posted in this thread before you. Maybe this will help some others. I hope so.

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Gold Problem Solver

Re: Emails Being Marked as Spam


@Anon363555 wrote: ... I just did a search on how to whitelist in Comcast and found this link. 

https://www.makeuseof.com/tag/how-to-whitelist-email-addresses-on-comcast/


Did you read the comment following that article? We can't be sure if it's official, but the comment agrees with my experience with Comcast's email system: the address book is not a whitelist. It should be, but it isn't.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

@brbrob 

 

Can you make sure your spam folder is enabled?

 

https://www.xfinity.com/support/articles/spam-filters-and-email-blocking-new-experience

 

And then mark one of the messages from ncdxc.org as Not Spam in the webmail?  We need an additional sample.


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Frequent Visitor

Re: Emails Being Marked as Spam

I've been having this same problem starting about 9 months ago.  First, messages originating from square.com (including a legitimate invoice) ended up marked as spam and I didn't see them.  Legit messages from mail distributors like mailchimp for customers like the Denver Zoo then began being misdirected.  Over the last month, this behavior has accelerated rapidly to the point where about half my incoming e-mails are ending up in the comcast spam holder, regardless of the originating domain.  Daily e-mail from legitimate sites yesterday are in spam today.  I don't see any rhyme or reason to it.

 

When I received an e-mail that the Comcast mail service was going to be offline for an hour on October 20, I hoped this was to install some new software to solve this problem.

 

Is this possibly because I use my comcast.net account as a final-stop aggregator, to which messages to other e-mail addresses are auto-forwarded?  For example, I have a gmail address that is set to auto-forward to my comcast.net address.

 

I tried to phone support for this once a month or two ago.  After a half hour on the phone with the front line script-reader, I was sent to the next level where the guy seemed to be watching the clock and basically cut me off without offering any sort of solution after about 5 minutes, like he wasn't going to get his pellet if he took too long with a single customer.

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Contributor

Re: Emails Being Marked as Spam

Done early this afternoon.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

@JimPColorado I believe I've cleared up at least part of the reason.  Give it a few days and let us know if that's looking better for you.  Using comcast.net as your final mail stop should not be causing this.

 

@brbrob Yours also seems to have cleared up.  Thank you


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Frequent Visitor

Re: Emails Being Marked as Spam

Hi Antispam... I appreciate the efforts to keep real spam out on my inbox, and whatever tweak you made did seem to help a little, but about 20 spam messages have accumulated from legit addresses since Thursday.  I'm just one of millions of customers. Is there something odd about my account, or are other customers simply not noticing?

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Bronze Problem Solver

Re: Emails Being Marked as Spam

Can you share a sample subject?  Is it going to your inbox or your spam folder?

 

I do see a lot of mail coming in via your Alumni address, some of which looks questionable.


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Frequent Visitor

Re: Emails Being Marked as Spam

Hi AntiSpam, Here are a couple subject lines...

"Latest posts from The Colorado Sun — 10/28/2019"

"October Update: This is kinda cool"

"Cool weather essentials"

Everything in my spam folder currently is something I've signed up for, for better or worse.

As I told the first couple folks I contacted via phone at Comcast, I know how to extract SMTP headers and can forward them on, if that info would be of greater value.  The other folks weren't interested.

My forwarding address is doing a good job of filtering true spam over on that side preventing 99% of it from being forwarded on to my comcast address.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

Ah, I think I misunderstood.  You're upset because legit messages are going into Spam, and you believe they should not be.  And you've already followed the advice above to mark messages as "Not Spam" when that happens?


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Frequent Visitor

Re: Emails Being Marked as Spam

Yes, that's correct.  The frequency of legitimate messages being sent to spam incorrectly has increased substantially in the past couple months.

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Bronze Problem Solver

Re: Emails Being Marked as Spam

Okay, I was able to resolve one of these.  I had to escalate a few others.


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Regular Visitor

Re: Emails Being Marked as Spam

ComcastAntiSpam,

 

I have a client who sends finiancial reports to their clients every month. Over the past few months people with Comcast emails say they are not receiving them. After looking in to this with my personal Comcast email I see that all emails sent from their domain is going to the spam filter. Short of turning off filtering there seems to be nothing that will stop this. The sending domain is swartzprop.com. I've tried contecting support under my account but they were no help. What can we do?

 

Thanks,

 

Randy