Community Forum

Emoticon issue still ongoing

Contributor

Emoticon issue still ongoing

I am not able to insert emoticons into Xfinity emails. Apparently this has been ongoing for quite a long time looking at various threads of forum conversations with no resolution. Seeing posts from as far back as over a year ago.  I use Microsoft 8.1 / Chrome usually (sometimes Internet Explorer but same issue on that) on a Dell desktop.  Has anyone ever gotten an answer from Xfinity that resolves the issue? It looks like some "upgrades" messed up the emoticon option. The only place I've been able to insert an emoticon is on this forum! πŸ˜  Can someone update me on if Xfinity has actually given anyone an actual fix for this? At one point they responded to hold down the Windows key and press either the (-) or (+) key a couple of times.  Did not work. They also said to clear temp files, etc. but that didn't work for anyone either. The last thread I found on this issue ended around 12/2019 but was closed by Xfinity because it turned into a complaint-fest about Comcast. Help!

Contributor

Re: Emoticon issue still ongoing

So I just tried it again using Internet Explorer. Could use the emoticon drop down but it's all in black and white. Better than nothing I guess so it must be a Chrome issue? Can anyone still having this issue let me know if they've resolved it somehow in Chrome since that's my go-to? I might have to switch to IE if necessary. Have found other issue with Comcast email/Chrome combination.

Expert

Re: Emoticon issue still ongoing


@DGM1948 wrote:

So I just tried it again using Internet Explorer. Could use the emoticon drop down but it's all in black and white. Better than nothing I guess so it must be a Chrome issue? Can anyone still having this issue let me know if they've resolved it somehow in Chrome since that's my go-to? I might have to switch to IE if necessary. Have found other issue with Comcast email/Chrome combination.


I remember that there was an issue with the emoticons, but it should have been resolved by now.  I have now tried it on my iMac using Vivaldi, Firefox, and Safari.  I tried using Edge and Chrome on my Dell laptop (Windows 10)------------in all cases the emoticons work as they should.  Are you using the latest version of Chrome?  My laptop is up to v79.0.3954.88



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!
Contributor

Re: Emoticon issue still ongoing

Thanks. I’ll check my Chrome version.
Contributor

Re: Emoticon issue still ongoing

Are your emoticons in color or black and white? They're in color on this forum πŸ™„ but black and white on all my other formats (other than the Chrome issue where they are nonexistent).  IE has them but B&W.

Contributor

Re: Emoticon issue still ongoing

Checked my Chrome and updated. Still not working with emoticons. If no one has an answer for me I'll call Comcas I guess. Hate to do that, but I'll try. I'm guessing it's something on my end but it would be good to hear from someone else that might still be having the same issue.

Frequent Visitor

Re: Emoticon issue still ongoing

When I try to insert an emoticon using a Chromebook and the Comcast email, it does not work. Here it does πŸ˜πŸ‘ŽπŸ‘ŽI would like to use the also in emails. They work in gmail. 

Contributor

Re: Emoticon issue still ongoing

This clearly appears to be an issue with Chrome. Although, as I posted earlier, mine are only in black and white on other applications. It works on this community forum, so why not on our own emails? I guess I'll have to bite the bullet and call Comcast at some point but I think there is no real answer.  Thanks, Susan, for verifying for me that you are also having issues!

Expert

Re: Emoticon issue still ongoing

I have Windows 10. The email emoticons work for me in Chrome and Edge, but not in Firefox. Here's what I see in Firefox 75.

 

20-04-18 ff emoti.PNG


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!
Expert

Re: Emoticon issue still ongoing


@rightfooted wrote:

I have Windows 10. The email emoticons work for me in Chrome and Edge, but not in Firefox. Here's what I see in Firefox 75.

 

20-04-18 ff emoti.PNG


Just for the sake of consistency, on the Windows 10 machine using Firefox, I am seeing the same thing you are.  But they work OK with Edge or Chrome.



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: Emoticon issue still ongoing

Everything may work okay with a computer using Windows 10 but on  a Chromebook , emails will not let you insert an emoticon, does not. 

Contributor

Re: Emoticon issue still ongoing

It's all very inconsistent. Not acceptable for Xfinity. They need to fix this issue so it doesn't matter if you're using Chrome, Firefox, IE, Windows 10, 8.1, whatever. Whenever I ask Xfinity about an issue with their email it usually goes unanswered. In fact, one rep told me that since their email is "free" we should just accept whatever we get! I don't want this to turn into a Xfinity-bashing forum. I just want the emoticons to work the way they should no matter what we're using.  They either don't work at all, work in just B&W or work OK.  The inconsistency is a problem.

Frequent Visitor

Re: Emoticon issue still ongoing

I for one TOTALLY AGREE!!!

Regular Contributor

Re: Emoticon issue still ongoing

I have been having this same issue for months.  Exactly the diagram that is showing. I have windows 10 and also use Chrome.  Have tried all the things that were posted..nothing worls...it worked at 1 time then all of a sudden stopped.  There must be a way to fix this..if it comes on part way to People then stops.  Thank you.

Regular Contributor

Re: Emoticon issue still ongoing

I also agree with you.  This problem has been going on for months.  No need for it to be working just halfway. Too many people complaining about this..you would think it would be fixed by now.

Contributor

Re: Emoticon issue still ongoing

My husband has Windows 10 and uses Chrome as well but has no issues. There is no rhyme or reason.  Very frustrating.

Regular Contributor

Re: Emoticon issue still ongoing

m still having problems with my emoticons for months.  Only says people then goes no further. I have chrome and it's the latest version .I'm using my computer.  Tried every things that is put on here. niothing works.  They worked at 1 time then just stopped opening the whole way. Comcast needs to fix these since so many others are having the same problem.  Thank You.

Frequent Visitor

Re: Emoticon issue still ongoing

I  am still having issue - doesn't matter if its a new email or one that you reply to - the emoticons do not show up. Maybe I will just use gmail and be done with Comcst. The only thing is, I have had Comcast for soooooooooooooooooo long. STUPID!!!!! 

Expert

Re: Emoticon issue still ongoing

This is what I see:

 

emoticons.PNG


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!
Contributor

Re: Emoticon issue still ongoing

Thanks for your input. Unfortunately that is not what many of us see.
Expert

Re: Emoticon issue still ongoing


@DGM1948 wrote:
Thanks for your input. Unfortunately that is not what many of us see.

I do realize that, and can't give any input as to why it works for some and not for others.  And this is a reason why testing on different browsers is important and why we suggest it.

 

Just as a curiosity, and it's only for MY information, how many that are using the Chrome browser are also using a Chromebook?


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: Emoticon issue still ongoing

 I  pretty much use a Chromebook, although I am using a Netbook  now! Both Samsung if that makes a difference. I just checked and I STILL cannot send emoticons! 

Frequent Visitor

Re: Emoticon issue still ongoing

And I forgot to add that on the Netbook I use Chriome and obviously on the CHomebook, I use Chrome.

Expert

Re: Emoticon issue still ongoing


@Susan653 wrote:

And I forgot to add that on the Netbook I use Chriome and obviously on the CHomebook, I use Chrome.


Would you be willing to try another browser [of your choice] on the Netbook, just as a trial?  The more we can check and rule out the better for the email gurus to pinpoint the problem.  😎


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 Contributor

Re: Emoticon issue still ongoing

I have already tried another browser.  I found out that when I went on my g-mail my emoticons work fine on there but not on Comcast. It opens up then says people, like the rest of them are showing on here, then stops.  Don't make sense why it would open a little.  I very rarely use my g-mail, it's just used as a back up.  Comcast is my main one.

Contributor

Re: Emoticon issue still ongoing

Mine works as it should in color on Firefox, not at all on Chrome, and black and white on Internet Explorer.  Ridiculous.  I am not changing my email address from Comcast to use my Gmail permanently because of emoticons but there is no reason why it should not work as it should on ALL platforms. 

Regular Contributor

Re: Emoticon issue still ongoing

I am not using a Chromebook.

 

Regular Contributor

Re: Emoticon issue still ongoing

I would like to say I tried my emoticons on Comcast today. Now instead of saying People, it has jumped to recentlyn used, but still no pictutres showing.

Frequent Visitor

Re: Emoticon issue still ongoing

I tried the Netbook as suggested with Mozilla, IE and Edge and all came out fully but in black and white with Windows 7. The Netbook with Google did work but only partially. I am on the Chromebook now and emails have the emoticons lsited and in color and partially. What everyone else saw. I do not get it!!!!

Expert

Re: Emoticon issue still ongoing


@Susan653 wrote:

I tried the Netbook as suggested with Mozilla, IE and Edge and all came out fully but in black and white with Windows 7. The Netbook with Google did work but only partially. I am on the Chromebook now and emails have the emoticons lsited and in color and partially. What everyone else saw. I do not get it!!!!


I am beginning to think this is a platform problem.  We've had problems in the past with Chrome and links not working and it took a very long time to get that straightened out because it was a problem with a Google Chrome update.

 

@Susan653 I'm curious to see if the emoticons come out in color when you send yourself an email.


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!
Contributor

Re: Emoticon issue still ongoing

So who fixes it and how? Do we have to call Comcast?
Expert

Re: Emoticon issue still ongoing


@DGM1948 wrote:
So who fixes it and how? Do we have to call Comcast?

Right now calling would be an exercise in frustration.  I will go ahead and escalate this and see if it can be looked into further.  It's one reason I was gathering information.  πŸ˜‰


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: Emoticon issue still ongoing

I will try it tonight. 

Frequent Visitor

Re: Emoticon issue still ongoing

I tried to send on the Netbook with Edge and looked thru Edge and the emoticons were FULL but in B & W. So I checked the Netbook with Google and the same thing. When I used the Chromebook to check my emails, the emoticons came out in color. Now, I am really confused!!!

Official Employee

Re: Emoticon issue still ongoing

Hello, DGM1948. Thanks for reaching out to us about this issue. I understand how it can be frustrating not having the proper emotes to express yourself in emails. Especially since we use them here a lot too! πŸ™‚

I'd love to work with you to try and isolate the issue a bit more so we can get this further investigated. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message". 


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!
Expert

Re: Emoticon issue still ongoing

@ComcastTambrey Would you mind working with everyone here, please?  They're all seeing various results depending on platform and browser.

 

Thanks  πŸ˜€πŸ˜Ž


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!
Official Employee

Re: Emoticon issue still ongoing


@Again wrote:

@ComcastTambrey Would you mind working with everyone here, please?  They're all seeing various results depending on platform and browser.

 

Thanks  πŸ˜€πŸ˜Ž


Absolutely! 

If we escalate this further, we need a specific user account to tie the ticket to so I wanted to get that line of communication going, but I will definitely continue working with everyone here and leaving public updates. That being said... has anyone here had the chance yet to restore the browser you are having troubles with to default settings to see if that helps? 

I know it may not seem like a very likely solution, but I want to make sure we've covered every option/troubleshooting step our escalations teams may ask us for ahead of time. πŸ™‚


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: Emoticon issue still ongoing

I have shut down  both of my computers and have erased all of the cookies on both.FYI.

Contributor

Re: Emoticon issue still ongoing

I reset my Chrome to default and it did nothing to improve the issue. Still get the messed up drop down with "People" on it.

Frequent Visitor

Re: Emoticon issue still ongoing

So I tried the emoticons in Xfinity today after an email about spam came and nothing! It has been almost 2 weeks now and nothing is different about the emoticons. I do not get it.

Contributor

Re: Emoticon issue still ongoing

My guess is this is a dead issue with Comcast. They probably could not care less that some of us can use them and some cannot. I never heard back from anyone who was supposed to be following up on this for us. Very frustrating.

Frequent Visitor

Re: Emoticon issue still ongoing

I guess I should just use gmail instead.

Frequent Visitor

Re: Emoticon issue still ongoing

I am also still having this problem.  I am on an HP laptop running Windows 8.1.  Emoticons do not work using Edge, Chrome or Firefox.  Yes they are up to date.  Yes I have cleared out cache, cookies, etc.  

 

Holding down the Windows key and the period does not work for me.

 

Is there ever going to be a resolution to this?  Our xfinity internet is excellent, but the email is nearly unusable.  This problem makes it even more so.

Frequent Visitor

Re: Emoticon issue still ongoing

I πŸ€”really hate to say it but just use gmail - works every time I have tried and I have been a Comcast customer for about 28 years! With their email that will not let you use emoticons. No one cares enough to let this be resolved from Comcast. 

Regular Contributor

Re: Emoticon issue still ongoing

I do not feel I have to use my G-MAIL because Comcast can't seem to fix their's. I have my G-mail as a secondary.  For the amount of people that have complained about this and for so long, it's amazing that they can't seem to fix something like this. πŸ˜ͺ  I see they work on here.

Regular Contributor

Re: Emoticon issue still ongoing

I have done every thing imagineable that could possibly be done. No matter what it still doesn't work.  Why is this so hard to fix?

Contributor

Re: Emoticon issue still ongoing

I just sent you a message about how my tech chat last night with Xfinity fixed this for me. It was awesome! Follow my instructions and if it works for you also, I'll post for others here. 

Contributor

Re: Emoticon issue still ongoing

I had the most satisfying online tech chat with Xfinity last night! The tech I spoke with solved my emoticon issue.  I use Windows 8.1 and Chrome.  I'll try to explain what he had me do and hope it makes sense. It fixed my emoticon problem and it only took him a few minutes to figure it out.  He said that my email screen was "zoomed" and I should do the following: 

1.  Open a new email as if you're composing one.

2. Put your mouse icon within the body of the new email and leave it there.

3. Hold down the control button and at the same time rotate the wheel on your mouse. This will change the size of your new email.

4. While you do that, look at the upper right corner of your monitor and a percentage number will be rotating as you turn the wheel. The goal is to have your % be on 100%.

5. When you get the % to 100, try to open your emoticons.  Mine came up as they should in living color!

After I changed this percentage it doesn't seem to matter what I have it on now, the emoticons still work as they should. If yours don't, keep the % at 100 since that seemed to be his goal in his instructions.

I hope this works for others! It was an advanced tech chat and he was awesome. Let me know if this works for any of you. 

Frequent Visitor

Re: Emoticon issue still ongoing

Oh my great goodness that worked!!!!

 

Thank you! Thank you! Thank you!  And tell that xfinity tech that he or she has my vote if they want to run for ... anything!!!

Frequent Visitor

Re: Emoticon issue still ongoing

It did NOT work for me! Glad it did for you DGM1948 and glad you got someone that cared! I am on my Chromebook  and I eveb got out of everything to do this. I thought perfect - this should work but not for me!