Community Forum

Emails have disappeared.

Frequent Visitor

Emails have disappeared.

As of this morning (2/15/2019), all emails before 2:21am this morning are gone.  My folders are gone.  I have checked both on the web app and on my iphone (using the Outlook app).  I went from several thousand messages to 10.

 

What happened and how do I recover my messages?

 

 

Expert

Re: Emails have disappeared.

As a precaution, I would change your password to something stronger than whatever it is right now, and also change your secret question and answer. Suddenly vanishing emails is a common sign of a malware infection or a compromised account. Run a complete scan of your machine with your A/V software to see if it finds anything wrong. There are no editable deletion schedules in the new format.  You might also call Comcast security and have them look at your account------------

 

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

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

1 - 888-565-4329



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Emails have disappeared.

oh my god the same thing happened to me today, i'm just seeing.  i have no idea what to do. i had over 40,000 that i needed to go through and they are all GONE.

Regular Contributor

Re: Emails have disappeared.

Comcast is having issues. They are updating servers but a large amount of email customers are experiencing problems. There are several posts on this forum about it. 

Frequent Visitor

Re: Emails have disappeared.

What was the resolution to everyones problem?  Mine are gone as well!  Chat person tells me they can lower my bill, but wants to charge me another $99 installation fee.  Lost some old emails that I have saved since the Comcast error and never had any issues.

Expert

Re: Emails have disappeared.


@justin8008 wrote:

What was the resolution to everyones problem?  Mine are gone as well!  Chat person tells me they can lower my bill, but wants to charge me another $99 installation fee.  Lost some old emails that I have saved since the Comcast error and never had any issues.


Try calling Comcast security and see if they can recover the missing messages-------------

 

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

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

1 - 888-565-4329



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Emails have disappeared.

Sure.  Press 0 twenty times to get a person.  Verify your identity 6 times.  Repeat the problem over and over.  They tell you you changed your users settings.  Never use xfinity.com so I don't see how I changed my user settings.  Xfinity did somethign and lost more than one persons emails.  

Official Employee

Re: Emails have disappeared.

justin8008, please send me a private message with your full name. I'll reach out to tech ops so they can work with you to recover what they can. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Emails have disappeared.

Numerous emails disappeared from my xfinity inbox around noon today.  I have changed no settings and did not have any auto delete settings turned on.  The emails did not go to trash or spam.  I spoke to an xfinity agent who said he was unaware of this problem. He had no solution.  It seems apparent that this is not an isolated issue.

 


@ComcastKenF wrote:

justin8008, please send me a private message with your full name. I'll reach out to tech ops so they can work with you to recover what they can. 


Frequent Visitor

Re: Emails have disappeared.

Keep calling and tell them it had happenned to other people. Eventually you get someone who will know what to do. You will get a "restored" folder and a lot of e-mails would be there. In my case, there were still some that reappeared later in the regular inbox. I am still not sure they are all restored, but it is a significant amount and at this point I can't deal with Comcast anymore, so I am ok with it.

Official Employee

Re: Emails have disappeared.

Hi Lakebill.  I can assist in getting an Advanced Repair ticket opened for you so our team can look into getting this fixed for you. Please send me a private message and include your full name so I can assist you. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Emails have disappeared.

Did you ever get emails returned?  All my previous years emails have disappeared?  I have spoken to a over 5 agents.  Only one gave me straight story.  I let them try a recovery they basically returned my deleted spam emails.  I lost all historical content that I have had for years (receipts, house items, purchases, etc).  They tried to tell me I changed my settings.  A nice engineer said they had a mirgration even gave me server name.  

 

Did they ever do anything for anyone?

Frequent Visitor

Re: Emails have disappeared.

I did.  I called about TV today and asked the person on the phone.  He was not sure what had been done for my account.  This is pretty poor customer service.  The general attitude is try and pin the blame on me (I changed no settings).  Nice try.

 

So they 2nd approach seems to be bounce me around to several new customer service reps all who have no answers.  Can you please escalate this issue to someone who can make a final determination?  Someone who knows about the upgrades and whether or not Xfinity will assist any of us having these issues.  If yall plan to do nothing to bring back our records...perhaps a service credit for the inconvenience of having to go spend hours of our time to go get paper records would be a decent thing to do.  Just a thought!

 

This is a very major oversight for such a large company.  Xfinity should atleast take some lessons learned for what not to do in the future to prevent this from happening again.

 

 

Official Employee

Re: Emails have disappeared.

justin8008, I got your private messages regarding the missing emails. I've responded there with next steps. Thanks for posting on the forums! 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Emails have disappeared.

Ours disappeared yesterday. We have spent over an hour on the phone with an agent and got nowhere and then disconnected. Is there a solution for this?
Frequent Visitor

Re: Emails have disappeared.

Over 6 different calls.  Probably 8 hrs waisted.  Ken tries to help, but Xfinity doesn't seem to realize most of us have a job and can't spend 2-3hrs with now progress while on hold.  

Frequent Visitor

Re: Emails have disappeared.

Keep calling. It will take forever, but I eventually got most back.
Frequent Visitor

Re: Emails have disappeared.

Sounds about right Smiley Sad
New Poster

Re: Emails have disappeared.

All of my “Sent” emails have disappeared. Was on the phone with Comcast. For about two hours no help.

Frequent Visitor

Re: Emails have disappeared.

Anyone have any luck?  I really need one of my receipts before April 2019.  Ken just sent you a message.  We have been emailing, but troublshooting this error shouldn't be the customers time and continuous effort.  Xfinity really should issue a credit for the 5 plus months of inconvenience and time wasted to anyone experiencing this mistake.

Frequent Visitor

Re: Emails have disappeared.

Yep, I asked for credit on my bill and the answer was "we will look into it". They are still looking,not holding my breath.
New Poster

Re: Emails have disappeared.

All my emails from 2 days ago Through 7/31/2019 have suddenly disappeared. My trash folder is empty and I have not changed any settings. Prior to 7/31 are apparently unaffected.

Frequent Visitor

Re: Emails have disappeared.

I have called too many times.  Its extremely frustrating their customer service reps will not give you to someone to address the issue.  The seems to be a huge cover from Xfinity/Comcast to save them the money of turning on back the servers and fixing all the customer emails.  I found one truthful person who gave a server name and basically said yes....we can see what happened.  All emails that I have saved since becoming a customer no isse until 2019.  Great job Xfinity!!!  Still no service credit.  Paying over $220 for cable and internet.  New customers watch the $65 dollar 1 year bait and switch rait.  You will be bent over starting at before 12 months when they start adjusting you to the normal price.

Frequent Visitor

Re: Emails have disappeared.

Yep, no credit for me either. Terrible customer service.
New Poster

Re: Emails have disappeared.

@ComcastKenF

This happened to me today. I am really trying not to have a panic attack. What can I do?