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email in my inbox in the Comcast server, before Feb 26, 2020, has disappeared

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Regular Visitor

email in my inbox in the Comcast server, before Feb 26, 2020, has disappeared

It's just gone. Twenty years of emails in my inbox on the Comcast server have disappeared. Note, since Feb 26, I continue to receive email, as I have explained multiple times to the tech support people, but everything before that has disappeared.  I have talked to Comcast tech support six times in the last month, been assigned support tickets CR902093266, CR903725887, and IH93616514. Comcast has called me back several times on my landline, when I explicitly tell them to call me on my cell, as it is with me all the time. The one time that they called on my cell, I was away from the phone for only ten minutes the entire day. I call back and get put back into the same tech support loop as before, essentially starting from zero again. When I get a hold of a human being, I explain the situation one more time, get asked all of the same questions, then I get transferred, then I'll transfer you to someone else, then someone else, then I get, we'll have someone call you within two days. It's been a month and I'm still at zero. What do I need to do to get someone to even take a serious look at this issue. I see on-line forums where people had the same issue about email disappearing before Feb 26, I'm not the only one with the problem. FIOS is starting to look better and better.

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Official Employee

Re: email in my inbox in the Comcast server, before Feb 26, 2020, has disappeared

Checking the server logs im seeing a large amount of "delete" requests after a Thunderbird client accessed the account. Can you confirm if you have checked the dumpster/recover deleted items in both the webmail client AND in Thunderbird if you use it? If not, i recommend changing your password and securing your account ASAP. 


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Regular Visitor

Re: email in my inbox in the Comcast server, before Feb 26, 2020, has disappeared

I typically use Thunderbird as my email client, I've been using it for years. About 75% of the email that I get via this account is spam, so I am regularly deleting emails. However, this is also the account that I use for friends, family, and all on line accounts, so these emails are VERY important to me. I can gaurantee you that there is no way that I 'accidentally' deleted 20 years of email. My system is very secure, so it's doubtful that I have been hacked.

 

I see a number of people in various forums complaining about similar issues around that time, so I don't believe that the problem is on my end. As an example, see the followng link;

 

https://forums.xfinity.com/t5/Email-Web-Browsing/All-emails-are-gone/td-p/3314081

 

Please let me know what you can do to help me. Like I said in the original post, I have been given three separate service request tickets, and promised multiple callbacks, but so far, no actual support,

 

Steve

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Regular Visitor

Re: email in my inbox in the Comcast server, before Feb 26, 2020, has disappeared

Rather than actualy help me with the problem, I've been told;

 

1. not to enter new threads, which I was trying to do to get more attention to this issue.

2. to continue with this thread, which is pointless because I have only received only one response in trhe last month, and that response was of no use to me.

 

I will call Xfinity tomorrow to start the process to discontinue cable and internet service. The only thing that's been keeping me with Xfinity is the email. Since that is now gone, for the most part, there is no reason for me to stick around. 

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Official Employee

Re: email in my inbox in the Comcast server, before Feb 26, 2020, has disappeared

can you also check any filters you have set up through Thunderbird? To provide more insight, the logs show that Thunderbird deleted almost 2,000 emails in the last 2 weeks. Can you confirm if on a daily basis you manually delete over 100 emails? if not, then it confirms Thunderbird is deleting some emails on your behalf. Not all issues are the same issue. While they may be remotely similar, they are rarely the exact same. The issue you referenced was a specific server-side issue that the engineers were able to fix and it happened at a specific timestamp in March. The issue has since been fixed/patched out and will no longer happen again. To also note, you dont lose the comcast.net email if you disconnect your services. 


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