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Emails not being received by recipient, but show up in Sent Folder

New Poster

Emails not being received by recipient, but show up in Sent Folder

One of my customers is experiencing a problem when sending emails. The email shows up in the Sent folder, but the recipients never receive them. If a message is sent to herself, it appears in the Spam folder. She is using mail from the Xfinity web site (http://www.xfinity.com).  I have tried using Windows Edge, Firefox, and Chrome, all with the same result. 

In troubleshooting this problem, I set up MS Outlook and all works fine. However, my customer prefers to use xfinity mail rather than Outlook. I have thoroughly checked the pc for virus, malware, etc., ran chkdsk and SFC - all with no issues found.

Using this email account on another pc at a different location with a different network works fine. Could you please advise the next steps?

Thank you

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

Could you send me a private message (click on my name, look in the upper left for  "Send a Message") with some of the details?


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Gold Problem Solver

Re: Emails not being received by recipient, but show up in Sent Folder


@Bud48 wrote: ... email shows up in the Sent folder, but the recipients never receive them. ...

If Comcast's systems decide an email you send violates their terms of service, they just throw it away. There's no bounce message, no notice to you, and no notice to the intended recipient. It's despicable, but that's what they do.

 

The employee who replied should be able to help you, but the only sure resolution to the problem is to use an ethical email provider instead of Comcast.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

My emails say sent and recipients are not receiving. I may not be receiving, as a few bills have not arrived that should have. Xfinity worst email 😡
New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I'm having the same problem. No one is getting my emails but they show as sent. I even tried sending one to myself.

Hoping someone has a solution. I seem to be getting all my emails, but how can I be sure?

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

I have the same issue. All the e-mails I sent today from safari and internet explorer show as sent in my sent items but the recipients have NOT received. I can send them from my Comcast iphone app and they will go through. What's going on with the web version???? HELP!!!

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I am having the same experience as Bud48 explained so well.  I'm not sure why that conversation was moved to private when it's obvious others have the same problem.  The only difference is that when I email myself a test, it doesn't end up in spam, it just disappears.  I have been on the phone with three different customer services representatives and none can help me.  In one of those calls, I was transferred to an upper-level tech support person and waited OVER AN HOUR for someone to pick up.  When I was finally connected, it sounded as though the tech support person was at a party...so loud was the background noise I had difficulty hearing him.  I was on with him less than a minute when the call mysteriously failed and I was talking to dial tone.  I am beyond furious!  When I called the last time, the best solution I was offered was that a ticket would be established and I would have to wait 48 to 72 hours for someone to call back.  Of course, I know the moment I leave the house that's when the call will come....or I won't get any call at all!! 

 

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I did nothing and it seems to be working today. Hopefully it was just a 1 day glitch. Seems Comcast/ xfinity has been having a lot of problems lately.

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

Same, mine seems to be working. But outside of bcc'g myself on every e-mail, how do I know they are being received? It's frustrating. And I agree, way too many Comcast problems as of late.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

Thanks for letting me know your problem has resolved itself.  I'm not that lucky as my test emails to myself still aren't coming through.  This does give me hope, though!

Gold Problem Solver

Re: Emails not being received by recipient, but show up in Sent Folder


@kvenezia wrote: ... my test emails to myself still aren't coming through. ...

If an employee doesn't take care of this for you here, 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.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

mine seemed to be a 1 day thing. Don't know how long you've been dealing with it.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

Thank you, Bruce W!  I will definitely try this if I don't receive the promised phone call within the 72 time frame.  I'm still really furious the tech for whom I waited an hour to connect with failed to call me back after we were mysteriously disconnected.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

Mine started at least as far back as 1/4.  I followed-up via text on 1/7 regarding an email I sent on 1/4 and the recipient never received it.  I re-sent it and he still didn't receive it.  So he emailed me and I copied the body of my email into his and replied that way hoping it would work.  It didn't.  That's when I started sending myself test emails.  I've sent four tests in total over the course of the last two days.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I have the same issue, messages from domains that are external from comcast.net are not being received. Called support and the Agent had to stick to their script, and unable to assist. 

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I'm having the same issue. emails sent and not being received by recipient. Going on at least 2 days.  Sent test email to myself and did not get it. 



 

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I've been sending myself test emails each day since discovering the problem (which originally started on at least January 4th).  Finally today I received it; though only the one I sent today and none of the emails I sent in the days previous.

 

So now I have no idea how the problem resolved itself nor do I know if future emails will reach their destination without adding a cc to myself.

 

I NEVER received a return phone call from tech support as promised.  Really disappointed with the handling of this.

Regular Visitor

Re: Emails not being received by recipient, but show up in Sent Folder

I too have this........ I can receive emails from myself, but others (on the same test email) don't receive it..... been like this for 2 days. this. On hold right now, after speaking with security assurance earlier.... 

I wonder 2 thngs:

1- why 'security assurance'?..... Is this a hacking issue?

2-I understand that Windows did an upgrade recently that may have affected this.... are any of you on a Mac?

Regular Visitor

Re: Emails not being received by recipient, but show up in Sent Folder

further to my previous......... this is a comcast issue and not hardware, or Outlook. I am having this problem on my phone, Xfinity connect site and my desktop.

does that give any techie a clue that can help us?

Thx

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

BruceW suggested using this number as an alternative if you got nowhere with customer service who are generally working from a script.  It's not a security issue as I understand it.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I contacted customer service several times for this issue and was referred twice to an upper-level tech support person.  Both times were a total waste.  As I mentioned previously, the first time I held for over an hour to be connected with the tech only to be mysteriously disconnected with no return phone call.  The second time customer service didn't even bother trying to have me hold for them. I was assured of a return phone call within 48 to 72 hours...that call never came.

 

As with others responding to this thread, the problem with my outgoing email has resolved itself, but now I have no way of knowing if it continues to work without bccing myself with each email.

 

 

Regular Visitor

Re: Emails not being received by recipient, but show up in Sent Folder

hmmmmmm  mysterious..........

I wonder if something on the server IDs these as spam, or junk, or phishing so others' filters catch  them.

OR

these issues are another kind of 'security' ........ Does Orwell work for comcast?

Regular Visitor

Re: Emails not being received by recipient, but show up in Sent Folder

as with BBYK..... mine is now working ok again...... 

I have to wonder if we weren't somehow randomly picked for some kind of a security audit.... by comcast or another entity......hence the 'security assurance' deptartment.

anyway, thanks KV for the exhange and help

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I too was put on hold by Level3 support. After 12 minutes I could here the line was picked up and hung up on me.

Buddy in IT, says it sound like they have a 'blacklist' of IP addresses and domains they block email from comming into their network. He referenced that it could also be a server that is used for routing email was identified as a place where a lot of bad email goes through, and good email becomes colateral damage. 

Regular Visitor

Re: Emails not being received by recipient, but show up in Sent Folder

Same thing happening to me and can’t get any resolution from customer support!

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

All the folks in this thread were affected a couple months ago. Hope it isn't starting up again. All has been pretty quiet since mid Jan. I was lucky, mine resloved itself after a day or two.

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

Same thing happening again today. Comcast, can you get this fixed? Is this a server issue?

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I haven’t been able to send emails since Wednesday. Ive tried everything. Doesn’t matter if it’s my iPhone or my laptop. Can’t send anything out.
New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I know it stinks, but I don't see anything in this thread that someone did to fix it. Seems it will just start working again. You could set up a gmail account to use temporarily. Just CC yourself on the emails you send in Comcast and they will show up when it starts working again.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

happened to me today around 1:00

 

For me, it looks like comcast thinks it's spam. If I include a link to my domain, it is not delivered. If I don't include a link, it goes through. 

 

anyone find a way to resolve it?

Gold Problem Solver

Re: Emails not being received by recipient, but show up in Sent Folder


@atomz4peace wrote: ... If I include a link to my domain, it is not delivered. If I don't include a link, it goes through. anyone find a way to resolve it?

As stated above:

 

If an employee doesn't take care of this for you here, 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.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

Thanks for the idea. I called and they really have no idea what I'm talking about. They think it has to do with my email client password or something really lame like that. I don't think they understand about smtp relays and their own gateway smtp.comcast.net.

 

I send email from my own domain, say me.com. I send to my gmail. Been working great for years via smtp.comcast.net. 

 

Now I can send a blank email with nothing but my sig and a link to my own web page, and it will not get delivered to gmail. If I remove the link, goes fine. They still don't believe I can send from me.com via their relay.

 

It is so clear this is comcast imposing a filter on outbound email. It's hard to believe their security team has that little understanding of smtp. Probably have to go back to ATT since they never filtered anything outbound.

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

I spot checked a few of these, and it looks like they should be going through.  If you believe your messages are being flagged, please send me a PM (click on my username) with the email address you used to send the message, the email address you sent to, and the approximate date/time.  We'll look into it further.


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New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

I have been experiencing the same thing. It seems it only happens when the email contains a "link" that I included in the body of the email for the recipient to click..What has WORKED every time is, when they reach out and say they never received it, I go to the sent email and FORWARD that same email to the recipient...Of course it's a hassle, and like everyone has said, it 's in the sent folder,therefore unless the recipient notifies you that they never received it,you'll never know.

Obviously this will only work in cases where they are expecting an email from you..smh

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

I am having the same problem today but only with emails where all recipients are in the BCC line. I am sending to a group of about 50 people and they do not receive the email but it does show in my Sent folder.

I also tried sending to myself only with BCC and that did not work either.

This happened a month or so ago and then miracuosly went away, this is beyond annoying.

BillT

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

To follow up, I also (as a test) tried using CC and that does not work either. Only emails using "TO" line get received by recipient. Obviously Comcast has a problem.

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

@billtagg This should be resolved in about 10-15 minutes.


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Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

I just re-tried and it worked, what did you do?

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

There was some element in the message being flagged as spam.  Requested that not happen any longer.


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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.
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Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

It was a very benign message, just a remider to our residents of a meeting on Thursday, flagging that as Spam is crazy.

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

It's not always the obvious parts of the message that you can see that get flagged.  There are a lot of metadata portions of a message as well.


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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!
Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

If that is so, why did the email work when I sent to just me (On the "TO" line)? It consistently failed when I used CC or BCC but To did work.

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

That information is part of the metadata of a message.  For example, when you BCC someone, the recipient is not included in the "To:" or "CC:" headers, but they are still part of the SMTP conversation during "RCPT TO" just like all the other recipients.


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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!
Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

Nevertheless, the content of the email was identical, only the recipients method chnaged.

New Poster

Re: Emails not being received by recipient, but show up in Sent Folder

Local bicycle club emails their newsletter as an atrachment. A PDF less than 2 Mb. Everyone EXCEPT comcast.net email addresses receives the email. No message, no warning, Nothing. Bicycle Club members are getting frustrated. They will be sending a message out to all their members with comcast email asking them to report this to comcast support.

Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

@bsalkovitz Could you give the domain of the Bicycle Club so we can research what might be going on?


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Official Employee

Re: Emails not being received by recipient, but show up in Sent Folder

I'll guess you meant the cbbikeclub.org.  I've requested this be escalated.  Typically this takes 30 minutes or so.


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Regular Visitor

Re: Emails not being received by recipient, but show up in Sent Folder

Regardless of the reason for an email being 'filtered' the sender should be notified that delivery was prevented to each user that will not receive the email.

 

Are there any plans to do something like that?

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

I am in total agreement on this. If Comcast is going to have this recurring problem (yes, it is a recurring issue) than  letting the sender know when an email does not get sent is very important so that timely messages get delivered. If sommething important does not even get sent then Comcast needs to re-think their product.

Contributor

Re: Emails not being received by recipient, but show up in Sent Folder

Another follow-up...

 

On April 30 I sent out an email to my Distribution Group. I have 136 total so I have broken my list into 2 groups so as not to exceed 100 recipents in one email.

 

I sent out 2 emails, one to group 1 (73 people) and one to group 2 (63 people). These emails were 100%  identical in content, the only difference being the recipients. I sent these with all recipient's being on the BCC line.

 

Only the email sent to group 2 was received, the email to group 1 apparently went into the same black hole where Comcast relegates these things.

 

When I found out the email never was received, I resent the same email to group 1 that Comcast swallowed using my Outlook 2016 email client and it went through successfully immediately.

 

I suppose the obvious answer is to stop sending my group emails using Comcast and only use Outlook but, in my case, this is not as convenient.  I suppose though that this is my only recourse.