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New Xfinity Connect email: attachment issues

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Regular Visitor

New Xfinity Connect email: attachment issues

Every since xfinity switched my email accounts to their new "connect" server, I have had constant issues with attachments on emails. 1) when composing an email, you can no longer click on the attachments(s) to review them before you click "send".  I like to make sure I have the correct attachment intended.  I have to "save" the email to draft, open the draft, click "view" to see the attachment(s).  At this point, it can take several minitues for the attachment to appear as it is "waiting for xfinity connect".  And each attachment takes several minutes.  Today, it took 20 minutes to review 4 attachments I had to one email.  After I finally review the attachments, I then click "edit" to send the email.  However, at this point, xfinity has now added a second "signature" to the bottom of my email and I have to delete one of them and then slick "send".  2) When I recieve an email with attachments, it also takes several minutes for the the attachment to open. I literally put in a load of laundry and the attachment still did not open.  3) my other issue happens simply when I log into my email.  It takes anywhere from 2-5 minutes for my email to boot up.   I have this problem with all of my email accounts on any computer.  I use a desktop and log into xfinity.com, I do not use an app. I am hard wired to our home network.  When I use my lap top and wi-fi, it's a little faster.  I use Google Chrome but have the same problem when I tried Internet Explorer. 

 

I have called Comcast no less than 4 times on this and other email issues.   Every time I call I have to go through my entire complaint, answer the same questions from the agent so he/she can try to fix my problem by following their flow chart.  Inevitably I am told that someone from "Tier 2" will call me to help with the problem.  Here in lies another problem.  Tier 2 called me last night at 8:20pm and I was not home.  They NEVER leave a message or a call back phone number.  I was told by Comcast that they will never leave a call back number OR can you get transferred to that department when you call back.  When I do call back, I have to start all over again and usually find out that my ticket has been "closed".

 

Made one last attempt to call Comcast today.  I refused to repeat my story.  Insisted on talking to Tier 2.  Was told there is no way to be transferred to that department and I would get a call back in 24 hours.  However, I am supposed to get a call back in 25 minutes from this guy's supervisor.  Not holding my breath.

 

I'd rather not change my email address.  That's a huge inconvenience.  But I think that is inevitable.  I like our cable service and the features the X1 platform provides.  Our internet is otherwise fast.  Comcast's customer service is beyond reproach.   

 

Anyone else have this problem with email attachments?  

 

Expert

Re: New Xfinity Connect email: attachment issues

As for previewing attachments, in the new format, there is no way to preview document files.  You just have to make sure it's right before you attach it.  If you are attaching an image you can see a thumbnail by clicking on the "window" icon at the far right above the message body, here---------------

 

Preview photo attachments in new format.jpg



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New Poster

Re: New Xfinity Connect email: attachment issues

I have had similar frustrations withe the latest updates and the connect features. I have no problems with my gmail accounts. I use the Comcast for a specific set of communications, and like you it would be a big pain to change. It seems with every update they make things get slower and convenient features disappear. I used to be able to delete attachment after I had downloaded them and this feature is no longer available either.

Regular Visitor

Re: New Xfinity Connect email: attachment issues

I have experienced exactly everything that twobiggs24 describes in their first paragraph.

Additionally, there is the failure to send an email issue when the connection drops to the server. The lost email drafts that do not save for the very same reason. It has gotten to the point where I draft my emails in notepad prior to Xfinity so that I can save them with confidence.

Comcast, I won't rant at you but I'll simply state that your Customer Service, your launch, your execution, your QA, and your communication on this IT deployment is deserving of no more than a D+. We expect more from a company of your stature. Enough with the stonewalling, admit to the mistakes, and fix the issues. You owe us that much.

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New Poster

Re: New Xfinity Connect email: attachment issues, formatting issues, search issues

As a former IT professional, now a business person who uses Comcast email as a client filing cabinet - I hear you. This is the worst update, and lack of systems planning I've seen released by a huge public company EVER. Drafts unreliable, functions removed, it's former more reliable standardization, which they finally resolved, is once again a formatting nightmare (like 10 years ago). I am frustrated with the obvious lack of testing of their new email app / software, and the removal of features. Unusable in my world. Can't even rely on a Boolean search to be correct, in it's new "end user" easy format. Spotty results depending on -  on - what, Comcast? 

New Poster

Re: New Xfinity Connect email: attachment issues, formatting issues, search issues

Any conjecture what this means? ERROR rec'd tonight. Won't send an email I just copied into drafts, then edited.

Did some editing of text only, then couldn't save or send. 

 

here is the message, in a box at the top of the screen:

"Attachment 1.2.9 not found inside email 123456,

in folder Drafts"

 

I changed nothing about my attachments in this copied email. 

 

Like the other user, I have come to pasting text into another program before sending a long email...

New Poster

Re: New Xfinity Connect email: attachment issues

Having the exact same issues as everyone else with the new email format.  My goal is to figure out how to put an attachment in the body of the email like we had been able to in the old format.  I have tried every button possible, tried copy and pasting into the body, all without success.  The comcast help chat was not able to figure out this simple thing and referred me to a Tier one expert.  After 3 days, I still have not heard from them.

Anyone know how to do this?

Frequent Visitor

Re: New Xfinity Connect email: attachment issues

This issue is not new but the person responding suggested I use a different Browser.........I tried from Firfox, Chrome, Edge and Internet Explorer, No joy. They should know this since I see entries about this in October. One suprise was a photo sent from my iphone to my email address showed in the body of the email???? Why it works this way and not from email account to another email account, I have to scan dozens of emails with images a day it now takes 3 to 4 times as long to view my emails, having to click on links/buttons 3 times to see the attached image and 2 more times to close it. I have sent the email to gmail and hotmail to view, no problem they are still in the body of the email. xfinity work this out!

New Poster

Re: New Xfinity Connect email: attachment issues

I have experienced the same problem,  What I do is send the email to myself, open the attachment(s) to make sure they are correct.  

Hopes this helps.

Expert

Re: New Xfinity Connect email: attachment issues


@RCottrell wrote:

Having the exact same issues as everyone else with the new email format.  My goal is to figure out how to put an attachment in the body of the email like we had been able to in the old format.  I have tried every button possible, tried copy and pasting into the body, all without success.  The comcast help chat was not able to figure out this simple thing and referred me to a Tier one expert.  After 3 days, I still have not heard from them.

Anyone know how to do this?


You can't put document files into the body of an email you are composing in the new format.  However, you can put images in it by dragging and dropping them.  When you get the image over the text area you will see it prompt you to do that.



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New Poster

Re: New Xfinity Connect email: attachment issues

I am having exactly the same issues with my email and sending attachments.

New Poster

Re: New Xfinity Connect email: attachment issues

I do agree, as a trained IT & systems design/programming person, this is the worst release possible. Untested. Users not consulted. Making my work come to a standstill in my small office.

 

Emails stuck in drafts because they won't send - yet the system has saved the very same email 20 times in the hour in SEPARATE files in drafts - bogging down their system. Now rec'd an email saying I'm nearly out of storage. Took a screen shot and deleted the 20 email on each large draft I've worked on.

 

I am also waiting for a response to email attachment issues. I've written to them on their FB page about many of the issues and the fact that as a user, ► ►►I feel we've gone back 12 years in functionality, and have all the glitches back from those earilier years with Comcast. They've ruined a great thing...new apps should have more, not less, and work better, not worse! WOW ◄◄◄ THEY SHOULD HIRE US TO assist them in getting some functionality back!! ◄◄◄

 

 

New Poster

Re: New Xfinity Connect email: attachment issues

I just tried to attach multiple attachments with the connect app also. Only 1 attaches any other overwrites. In the body only photos to attach. I deleted the app and was able to use the mail app on my iPad. It recognized Comcast once I put my comcast email. I attached 5 pdf files. They went in the body. They did not attach as icons. It sent them as a zip file. Hope this helps.

New Poster

Re: New Xfinity Connect email: attachment issues

This is the same history for me as well.  My attachments look like a big red block and I end up going to Outlook for my attachments.  Outlook is much more reliable that Comcast.

New Poster

Re: New Xfinity Connect email: attachment issues

I have same issue and Comcast support is useless. I am still working on issue myself.

New Poster

Re: New Xfinity Connect email: attachment issues

Yes!  I am having the same problem viewing attachments while drafting an email but before I send the email.  I find the new comcast email platform very irritating.  Sometimes "improvements" aren't really improvements at all.

New Poster

Re: New Xfinity Connect email: attachment issues

Hi there, I have found as others have (not really a fix to the perfection of previous versions of their email app though...) that if you turn off autosave and do the saving of drafts yourself (risky, but working for me) this problem occurs much less frequently. Maybe they could READ THIS and fix it...ahem...ahem...hello...Comcast please?

Regular Visitor

Re: New Xfinity Connect email: attachment issues

I'm having a different issue - I'm unable to attach PDF files with Xfinity Connect.  I can attach photos with no problem, but no matter how I try to attach PDFs, they either don't attach at all, or the filename is placed in the Subject field.  I am able to attach PDFs with the Yahoo mail app and have gone through Verizon wireless customer service as well as Comcast and am waiting for a call back from someone at Comcast to "walk me through the steps", but I am skeptical.  Has anyone else had this issue?  I'm on a Motorola Z-Force Android phone through Verizon.

Expert

Re: New Xfinity Connect email: attachment issues

How are you accessing your email?  Where does Verizon come into play here?  If you are using the Comcast webmail interface and your browser, you should see this when attaching a PDF file----------

 

 

Screen Shot 2019-01-07 at 9.52.30 AM.jpg



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Regular Visitor

Re: New Xfinity Connect email: attachment issues

I'm only having this issue with the Xfinity Connect phone app.
Expert

Re: New Xfinity Connect email: attachment issues


@seleneplatt wrote:
I'm only having this issue with the Xfinity Connect phone app.

OK, near as I can tell the Xfinity only has the ability to attach photos, and nothing else.  But then I can say the same for the Mail app on my iPhone.  But if I sign into the account using Safari it appears I might be able to send other file types.  I don't have any on the phone right now though.  So try with the browser on the phone and see if you can do it that way.  Or can you text the file to the other party?



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Regular Visitor

Re: New Xfinity Connect email: attachment issues

I needed to *email* the file to a wireless printer address so I could print it. I have workarounds like using Yahoo mail, but the point is that it should work. Any file type should be able to be attached. This is Xfinity, not some fly by night homegrown app. This should be a standard, no-brainer feature - to attach a file regardless of file type.
Regular Visitor

Re: New Xfinity Connect email: attachment issues

Also - I found this webpage: https://www.xfinity.com/support/articles/xfinity-connect-mobile-app-faqs which says only iPhones have the photos-only limitation for attachments:

 

Is there a limit to the number of attachments or attachment size in an email? What type of attachments can I upload?

  • You can attach up to 10 files to an email.
  • The total size of all attachments cannot exceed 20 MB.
  • Apple devices support uploading photos. Android devices allow photos and other types of files to be uploaded.
Expert

Re: New Xfinity Connect email: attachment issues


@seleneplatt wrote:
I needed to *email* the file to a wireless printer address so I could print it. I have workarounds like using Yahoo mail, but the point is that it should work. Any file type should be able to be attached. This is Xfinity, not some fly by night homegrown app. This should be a standard, no-brainer feature - to attach a file regardless of file type.

I have an LG Aristo [Android] and don't have a problem attaching a PDF file in the Xfinity Connect app.  I have done it two different ways: opened the Xfinity Connect App and successfully attached a PDF file and emailed it to myself; closed the Connect app and opened the PDF in the Drive PDF Viewer and then did a Share to email via the Xfinity Connect App and emailed it to myself.  However, because I'm at home I can also use the eprint app for my wireless printer to print the PDF directly without having to email it.  FWIW, my cell service is with MetroPCS and at home I'm connected wirelessly through my router.

 

I don't know if any of that information might help you or not.  You could also try removing the Xfinity Connect app and reinstalling a new copy


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Regular Visitor

Re: New Xfinity Connect email: attachment issues

Thank you for all of that information.  I did reinstall Xfinity Connect recently for another reason.  I'm thinking it may be either the type of Android phone or how Connect interacts with the software version.  I do have a ticket with Xfinity that's been bumped up to 2nd tier, so I'll see what they have to say.

New Poster

Re: New Xfinity Connect email: attachment issues

I Have this problem ot the attachments attaching only as red square that says PDF to emails since they uploaded the app suite. I also have used web tech support and gotten no where. I'm finding no fix. I asked for higher tech support and they would would only call in 24 hrs not a 2 hr window and no way to get ahold of a human.

 

HELP or I will have to discontinue comcast and they'll lose more buisness.

Anyone have the solution...obviously by these forums this has been going on since 2017!! Should have been solved by now. Who can help and how do I get ahold of some tech who actually knows what they are doing??

New Poster

Re: New Xfinity Connect email: attachment issues

Need solution to email attachment problem. Red alot about problems NO SOLUTIONS yet from any one.


@Again wrote:

@seleneplatt wrote:
I needed to *email* the file to a wireless printer address so I could print it. I have workarounds like using Yahoo mail, but the point is that it should work. Any file type should be able to be attached. This is Xfinity, not some fly by night homegrown app. This should be a standard, no-brainer feature - to attach a file regardless of file type.

I have an LG Aristo [Android] and don't have a problem attaching a PDF file in the Xfinity Connect app.  I have done it two different ways: opened the Xfinity Connect App and successfully attached a PDF file and emailed it to myself; closed the Connect app and opened the PDF in the Drive PDF Viewer and then did a Share to email via the Xfinity Connect App and emailed it to myself.  However, because I'm at home I can also use the eprint app for my wireless printer to print the PDF directly without having to email it.  FWIW, my cell service is with MetroPCS and at home I'm connected wirelessly through my router.

 

I don't know if any of that information might help you or not.  You could also try removing the Xfinity Connect app and reinstalling a new copy


 

New Poster

Re: New Xfinity Connect email: attachment issues

Thats exactly what I see the red box as the attachment. What it the fix?

New Poster

Re: New Xfinity Connect email: attachment issues

I'll try...but dont have much hope. Thanks for responding

Expert

Re: New Xfinity Connect email: attachment issues


@chirosausalito wrote:

Thats exactly what I see the red box as the attachment. What it the fix?


The Appsuite email software has no provision for previewing document files of any kind------only images.  The red box you are seeing is normal.   I don't think it makes any difference how you access your email.  



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New Poster

Re: New Xfinity Connect email: attachment issues

I am also having all of the same issues as you are.  It's very tiresome because it is affecting the effeciency of our business office.  Constantly having problems printing PO's.  Comcast really needs to get their butts in gear at fixing these issues.  They have plenty of money for problems like this.  There is no excuse for the utter disregard to how it affects us and our daily lives when our income relies on it.  If it doesn't get resolved in a couple weeks, we will be going to another email provider and service!  AT&T might be slower but I honestly NEVER have had issues that prevented my from helping my customers.  22+ years of service deserves a quick resolution!  All of us on this forum deserve the better service.

New Poster

Re: New Xfinity Connect email: attachment issues

I can't retieve any attachments, pictures, downloads or go-to apps

New Poster

Re: New Xfinity Connect email: attachment issues

I'm having the same problems!! Can't even scan a document at the office to my email, they literally disappear. What a pain.....Never had this problem before now!!!!!

Official Employee

Re: New Xfinity Connect email: attachment issues

ace008, appreciate you letting us know about your attachment issues. Let's get some eyes from tech ops on this issue. Are you using an additional email client like outlook or thunderbird? 

 

Ken


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New Poster

Re: New Xfinity Connect email: attachment issues

Nope. This is the only one. Thanks!!!

Official Employee

Re: New Xfinity Connect email: attachment issues

Thanks for confirming ace008, are you using the Connect App or are you doing this through the Connect Portal online? 


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Valued Contributor

Re: New Xfinity Connect email: attachment issues

Use the Microsoft Outlook app and connect your Comcast email. Then you can attach and preview all you want. 

Tek
Official Employee

Re: New Xfinity Connect email: attachment issues

@Tek, that's always an option as well. Thanks for recommending this for others to try.


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New Poster

Re: New Xfinity Connect email: attachment issues

Having problems with both attaching and retrieving pdf files sent to me. Truly, truly disappointing that we have neither been informed of this issue, and from what I can gather, no one at Xfinity seems to be informed of this issue themselves. They should open their own xfinity accounts and be forced to use them. We hae been trying to send forms to complete our plans for a European trip. Alas, the forms we sent are not only lost, but the forms the travel agency sent us are now nowhere to be found. 

Livid.

No longer going to use Xfinity email.

New Poster

Re: New Xfinity Connect email: attachment issues

Everytime!  I have to go out of email and TRY to figure out how to access the link otherways.  Don't find it always, though.  I have a gmail account and would love to have my Xfinity email forwarded and then be notified of messages being forwarded but I am stumped.

Expert

Re: New Xfinity Connect email: attachment issues


@redonthehead wrote:

Everytime!  I have to go out of email and TRY to figure out how to access the link otherways.  Don't find it always, though.  I have a gmail account and would love to have my Xfinity email forwarded and then be notified of messages being forwarded but I am stumped.


To auto forward your Comcast email to another account, on the Inbox page click on the gear icon in the upper right corner, then on Settings.  On the landing page under Mail in the left pane click on "Auto Forward" and follow the prompts.  Once done, I would sign out of the account and back in again to get the change to "take".  Then run a couple of tests to make sure its working.



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New Poster

Re: New Xfinity Connect email: attachment issues

Contrary to what's mentioned, removing and reinstalling the app won't work. I've had some success by going to the doc to attach and "sharing" it. This will pop up apps to use. Select the Xfinity app. A new email with the attachment will be created. Unfortunately, you have to manually enter addresses (replies won't be visible).
I also found we may have to open all permissions to the app, allowing FULL access to all (photos, docs, contacts, everything). This may be why attachments aren't possible (though staff should know this, and documentation should say it).
New Poster

Re: New Xfinity Connect email: attachment issues

I have a new issue with Xfinity Connect since my iPhone updated to iOS 13.1.2. When I open an attachment to an email, there was always a "Cancel" button to get out of it. Now, there are a bunch of useless forwarding options, but no way to exit the attachment. I either have to power down my phone, or in one case, delete the app and reinstall it. Surely there's some way to simply close the attachment, but I can't figure one out.

Bernard.

New Poster

Re: New Xfinity Connect email: attachment issues

Attachments take forever to open. And when opened, have to download.