Contributor
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15 Messages
Missing Emails
As of 4/21/2020 after only resetting my password, all my emails have disappeared. I did see there was a previous thread in regards to this issue and it was resolved. I have contacted support and was referred to tier 2 but haven't heard from anyone yet. Tier 1 had me clear the cache and cookies but that made no change at all. The only change to the account was changing the password. Once we reset the password, the next time we logged in all of my emails (years worth) were gone. If I search a specific email address I can find emails from 2019, 2018, 2010, etc. but they are not in inbox like they used to be. No other settings were changed and they were not erased as the trash and other folders are empty. I run a small business and need these messages. Is anyone else is having the same issue. Thank you.
Latoque
Expert
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29.9K Messages
6 years ago
I have to ask-------you checked the Mac, but did you also check the phone to see if the account is enabled on it using POP3?
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mpecenka
Contributor
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15 Messages
6 years ago
Yes, iPhone and macbook all using IMAP.
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XfinityCSAEmail
Official Employee
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1K Messages
6 years ago
The mailbox has been refreshed, are you still seeing the issue?
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mpecenka
Contributor
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15 Messages
6 years ago
Nothing has changed. I refreshed the mailbox and it's the same as before. The emails that were in the inbox are still gone.
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mpecenka
Contributor
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15 Messages
6 years ago
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MSB3
Frequent Visitor
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10 Messages
6 years ago
I'm really a dunce about these things but I recall that they told me that when something is via POP it gets read by only one recipient and then gets deleted while the IMAP or whatever keeps it. I had the impression that POP is not the way to go ordinarily, but there might be a special use that would be appropriate.
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mpecenka
Contributor
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15 Messages
6 years ago
Nothing is POP, every device is IMAP.
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mpecenka
Contributor
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15 Messages
6 years ago
Xfinity - is someone going to respond and restore the emails that are missing from my inbox? Please advise. Thank you.
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mpecenka
Contributor
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15 Messages
6 years ago
Xfinity - I never received a call from Tier 2 as I as promised over a week ago. Also no one is responding to these messages. How can a company that you pay for email service not give you your emails. Some kind of response would be apprceciated. The mail on all devices is IMAP not POP. The emails for the last 10 years are gone through no action of my own. Please advise. I own a small business that is already stuggling due to the COVID-19 shutdown and having access to my emails is critically important.
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XfinityCSAEmail
Official Employee
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1K Messages
6 years ago
I have escalated a ticket to an engineering team to review the issue, but as i mentioned before - the timeframe you mentioned the emails missing the system logged POP3 logs, which would indicate a device deleted the emails off the server if any had gone missing. The POP3 activity has since stopped, but it is a fact that the emails arent really missing if you can search for them manually. Why you arent able to find the emails in none of the 11 folders you have,but can if you search them manually is the reason i escalated the issue to be reviewed by an engineering team. I have not received any updates yet, but they have refreshed and re-synchronized your account on multiple occasions and will continue looking into the issue.
additional thing to note is that the comcast.net email platform is a free service offered by Comcast and is not a service you pay for. It is a personal platform designed for non-commercial residential use. I highly recommend using an alternate business oriented platform if you are using email for business purposes.
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XfinityCSAEmail
Official Employee
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1K Messages
6 years ago
@mpecenka The engineering team has re-indexed your mailbox. Please check all your folders for the emails again. If you are still unable to locate them, but can search for them - the engineering team has asked that you provide the keywords you used for the search, the folders you are searching, and a screenshot of the emails being found in the search with the keyword. Feel free to PM me the information and/or if you want i can provide you an email address you can send all the information to.
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XfinityCSAEmail
Official Employee
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1K Messages
6 years ago
@mpecenka please respond if the issue is resolved and if not, please PM me screenshots as requested because the engineers will be closing the case if you do not respond.
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