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emails disappearing and time syncs not correct

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New Poster

emails disappearing and time syncs not correct

Todays emails disappear from my email after I get notification that they arrive. They are disappearing from Xfinity.com, my phone (Gmail app), and my Outlook 2016. They are not in my trash box or in my emails to recover within trash. In addition, all 3 apps have a different time for the one email that has been recieved and the Xfinity has a future time on it. 

 

We have lost several very important emails that I get notification for and then they disappear. 

 

We have updated our passwords several times to completely random high strength passwords, no POP3 accounts set to delete from server (if we did it would at least still show on that device), virus scans has been run and found no issues. 

 

The timing issue might be explained by different time zones, but its actually weird because we have an email that has a 10:04 am timestamp on the email itself. That email has a 1:11pm time on Xfinity and a 12:12pm time in Outlook and a 10:03am time in Gmail.

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Official Employee

Re: emails disappearing and time syncs not correct

The time issue might be because of depending on the platfrom settings because the servers communicate in UTC and not in your specific local regional time. Double check any filters and/or rules on all platforms as well just in case. Server logs are able to confirm that the mailbox was accessed and emails in the mailbox were moved to trash. This clearly was not you so the only explanation is a possible rule/filter gone rogue or someone other than you accessing the account and deleting emails. If you'd like i can run a restore script that will restore ALL emails our server could possibly have retained (even ones you dont want). Just to make sure im looking at the right email, please PM me the email address you are having this issue with. 

 

 


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New Poster

Re: emails disappearing and time syncs not correct

Thank you for responding. Please run the restore for us. Some emails I can't find in the trash or recover folders. I checked and don't have any rules running either.

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New Poster

Re: emails disappearing and time syncs not correct

Also can you see where the IPs that are connecting to my email are from?

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Official Employee

Re: emails disappearing and time syncs not correct

im not seeing any off-network access and i processed the recovery for you. This may take up to 2 hours. If it does not recover the emails you are looking for - it is not recoverable on the Comcast end. 

 

 


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!