Frequent Visitor
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10 Messages
NON-DELIVERY OF EMAILS THAT ARE SHOWING IN SENT FOLDER AND NO ERROR MESSAGE
I am thoroughly perplexed and would really appreciate any feedback for my issue.
Last weekend, after almost 20 years, my Comcast emails stopped being delivered. There was no error messages - nothing.... The emails are showing up in the sent folders, just like everything is normal. It took me a couple of days to even realize it.
I have a Windows 7 desktop with Outlook 2010, a Windows 10 laptop with Outlook 2016, and an Xs iPhone using just the regular phone mail app.
When I contacted support, I was at first told it was a National Outage and noone knew when it would be fixed. I was of course dumbfounded with this information but the tech persisted that it was true! Imagine if there really was a national outage of Comcast users whose emails weren't being delivered... Wow.
Then, I saw on this forum the Assurance department phone number. I called and spoke to numerous people. They had me test the Xfinity email website. Voila! If sent from their website, the emails are delivered. That was enough for all of the people I spoke to. Since the website worked, that meant that everything else was the problem. I tried to point out it was actually the opposite - if their website is the ONLY thing working, then that makes an even stronger case that the problem is on their end. But, to no avail. Somehow Microsoft AND Apple, together, at the same time, did something that is blocking my Comcast emails from being delivered. I am totally flabbergasted at this refusal to even consider that Comcast has changed some setting on their end. No, to them, it is the rest of the world that has changed, and they have nothing to do with it and are not responsible. Trying to follow their logic (which is difficult), but if that's the case, then why aren't I also having problems with the other email applications I've installed on those devices? I really feel like I've entered the Twilight Zone... and really appreciate anyone with a way out.
BruceW
Gold Problem Solver
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26.3K Messages
5 years ago
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.
If @ComcastAntiSpam or another employee doesn't help you here, Comcast Security Assurance may be able to tell you what the problem is. You can reach them 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 be persistent, and keep at them until you get a satisfactory resolution.
The only sure fix is to use a competent, ethical email provider instead of Comcast.
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Anon72512
Frequent Visitor
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10 Messages
5 years ago
Bruce,
Thank you so much for your thoughtful response. I really was starting to think that there weren't any thinking people left. I did call the Assurance department and spoke to about 3 different people who all told me the same thing - it's not their problem - it's Microsoft and Apple doing something. I have thought about trying to call them again but honestly haven't had the time and know I needed to shore up lots of energy for it.
What is the @CCAntiSpam? Do I contact them directly using that link?
Again, thank you for the response!
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Latoque
Expert
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29.6K Messages
5 years ago
I'll just point out what the OP said above---------------
"They had me test the Xfinity email website. Voila! If sent from their website, the emails are delivered. "
If the emails are going to the recipients normally using only the webmail interface and a browser, they are not violating any ToS with Comcast, or they wouldn't have been delivered according to your claim about the Comcast policy concerning the ToS. So the email account is working as it should. The most logical conclusion based on the information provided so far is that something is going on with Outlook and the phone mail client.
That said, I am closing this thread as it duplicates this one---------------------
https://forums.xfinity.com/t5/Email-Web-Browsing/Emails-still-not-sending/m-p/3282466#M213723
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