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e-mails missing

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Frequent Visitor

e-mails missing

I recently discovered (and can't be 100% sure when it happened) that I have all inbox emails gone that were dated before late in the day 10-19-20.  
All emails are missing in my sent folder before 8-21 and many missing since then. 
And emails missing from trash anytime before September as well. 
All my folders seem ok and have their items intact. 

I've read about this issue in numerous posts on these forums and in many cases the items can be retrieved and I sincerely hope that's the case here as I had items from as far back as 2013, many of which I need. 
I did go into trash and went to "retrieve deleted items and found many things that I KNOW I never deleted but that only went back to September as well. 
Please HELP!!!

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Frequent Visitor

Re: e-mails missing

Still trying and hoping to get these e-mails recovered.  I called customer service and the gentlement (who was very nice) went through a few things that really had NOTHING to do with the problem I'm having and then he forwarded me to the CSA team.  I sat on hold for them for several minutes only to be disconnected.  To say I'm frustrated with Comcast right now would be an understatement. 
Can ANYONE help on this issue?

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Expert

Re: e-mails missing


@ron919 wrote:

Still trying and hoping to get these e-mails recovered.  I called customer service and the gentlement (who was very nice) went through a few things that really had NOTHING to do with the problem I'm having and then he forwarded me to the CSA team.  I sat on hold for them for several minutes only to be disconnected.  To say I'm frustrated with Comcast right now would be an understatement. 
Can ANYONE help on this issue?


I am going to escalate this to the forum admins for follow-up.  You should see a reply here in this thread.  But while you are waiting----------emails would not be in the Trash folder after  14 days.  After that they drop into a folder unofficially called the "dumpster".  To access that, right-click on the Trash folder.  Emails in the dumpster are permanently deleted after 30 days.

 

 



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: e-mails missing

Good morning ron919. Sorry to hear about the situation with your emails! We would like to see what we can do to help. We wanted to know if you're using the Comcast portal to retrieve email of if you're using a 3rd party client. Thanks!


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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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Frequent Visitor

Re: e-mails missing

Thank you.  
They are missing no matter where I'm looking.  My laptop, my phone AND the Comcast site. 

 

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New Poster

Re: e-mails missing

Same problem.  As of Nov 5th 12noon all incoming emails have disappeared.  As of today Nov. 16th the problem remains.  Online support bots are usless.  Called Comcast, got a voice bot directing back to online bots....useless.  I am concerned that my email account was hacked.   But I cannot get a hold of a human tech support that I can discuss this with.

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Expert

Re: e-mails missing


@ramaurer wrote:

Same problem.  As of Nov 5th 12noon all incoming emails have disappeared.  As of today Nov. 16th the problem remains.  Online support bots are usless.  Called Comcast, got a voice bot directing back to online bots....useless.  I am concerned that my email account was hacked.   But I cannot get a hold of a human tech support that I can discuss this with.


You might want to call Comcast's CSA (Customer Security Assurance). They may be able to help you with some troubleshooting. Their phone number is (888) 565-4329.


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!
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Frequent Visitor

Re: e-mails missing

I did talk to the CSA people more than once.  
They went through their checklist of things to check (all of which I had already done) but could never explain why literally years of emails just vanished. 
Ultimately they just told me that it couldn't be their fault and it they must have been deleted on my end.  (they weren't)
Odd how so many people on these forums have had similar issues, but they don't seem to care to figure it out. 
Quite disappointing actually.