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About scottmwillis
since
06-04-2006
04-08-2019
scottmwillis
Contributor
31
Posts
13
Kudos
0
Solutions
04-08-2019
01:20 PM
I am receiving emails again but there is a two-hour gap that may or may not be legitimate.
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02-22-2019
12:51 PM
1 Kudo
aparks5,
Click on his name and then click Send a Message when his profile pops up
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02-19-2019
02:19 PM
1 Kudo
Narcuhc,
I think the 2/6 incident and this incident are different. They may be related to the same root cause(s) though. I "lost" all of my email history back then for a day or so and then got it back. This time it lasted three days but I did thankfully get all of my history back. As with this incident, I never lost emails on my phone. I only lost them on my laptop Mail app and Xfinity Connect.
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02-18-2019
02:40 PM
Sounds like they are patting you on the head in the hopes that you go away.
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02-18-2019
01:32 PM
I am so sorry to hear that. Hopefully, there is a backup somewhere that they can restore. They owe you for this. You need to raise a stink with leadership.
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02-17-2019
09:26 PM
1 Kudo
It appears that all of my emails have been restored. Good luck to all.
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02-17-2019
09:24 PM
It appears that all of my email have been restored. Good luck to all.
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02-17-2019
02:04 PM
2 Kudos
@cmc61664 wrote:
@rcrocombe wrote:
Well, I had a call back from Comcast, and they now say that it should be fixed by tomorrow afternoon (!), and that it's a server problem, not a security breach. I pointed out that they should have been, and still need to be, much more proactive in their communications, both internally and externally.
BTW, I wasn't offered any compensation.
I just spent one hour and four minutes on hold to talk to a CSR. I was told to give it a full 72 hours (which would be later today for me). I was also told that there is no guarantee from Comcast that they will be able to restore all of my missing emails/folders! NO GUARANTEE when it was their fault in the first time. I am beyond livid at this point. I asked for the phone number of a "higher up" and was refused the number. For a service that I pay for.
You can try emailing the top brass. Go to corporate.comcast.com and find the leaders. Their email naming convention is first name_last name@comcast.com.
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02-17-2019
10:40 AM
@truthseeker719 wrote:
Sorry to bother you again Comcast Ken - This morning - about 25% of my missing folders reappeared. I don't know if this is the best that I can hope for or an indication that the rest of them will come back.
Also - I had a folder called "stored" and all of my other archived folders were sub-folders of the "stored" folder. The folders that came back just appeared - they did not come back as sub-folders.
The stored folder came back too but it is italicized and grayed out - so not sure what that means.
I am praying that the rest of my folders show up.
Any information you have would be appreciated. Thanks.
That is really weird. It almost seems like you accessed your account in mid-restore.
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02-17-2019
08:24 AM
Can anyone tell me if you have been able to send outbound emails to non-Comcast accounts during all of this? I have tried but am not sure they wwent through. Thanks.
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02-17-2019
06:43 AM
1 Kudo
Congrats pratty. Nothing here yet.
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02-16-2019
01:18 PM
2 Kudos
ComcastKenF,
Thanks for the update. That has been the most frustrating part of this for me - the lack of communication and the utter confusion within the call center about what is happening. For that I blame the people managing this incident. It is their job to keep their internal and external customers informed about what is going on. Incidents like this happen (though twice in a week or so is head-scratching) but it is how you handle them that defines you as an organization.
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02-16-2019
10:07 AM
fc579,
When I go into my email through the Xfinity site, the archives appear under the "My Folders" section. They appear as "recovered lost folder" for each of the standard folders in my email (Inbox, Sent, Drafts, Junk, Sent, Trash). Folders that I have created appear as they always have. And they all appear to have the emails they had before the incident occurred.
The problem is that it seems that this issue is manifesting itself in multiple ways for different customers. So what I see and experience may not be the same as what you are seeing and experiencing. I suspect that does make it harder from an incident resolution perspective.
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02-16-2019
09:17 AM
2 Kudos
I am reasonably confident that your folders will reappear. There was a similar issue a week or so ago and everything returned. And when I look at my email account on the Xfinity site my old emails appear in archive folders.
One of the issues seems to be that the problem you are seeing is not necessarily the same problem I am dealing wtih. For me, only one of my Comcast email accounts is affected. Also, while I am seeing this problem on my laptop mail app and on the Comcast site my phone email app is unaffected.
For me, it is the lack of communication both within and outside of Comcast that is unacceptable. Technology issues occur. But if you are not keeping your customer-facing people, i.e. call center agents, updated and are not keeping your paying customers updated then you have failed as an organization. The agents are only as helpful as the information they are provided. Most of us are still getting new email so why can't Comcast send a blast email to its customers with periodic updates. Why can't Comcast post a banner on its home page and on the User Forums home page with periodic updates. Utter failure in customer service.
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02-16-2019
09:07 AM
Northern NJ here. Still no change. It is interesting that this is only affecting one of my Comcast email accounts.
Curious if anyone esle is seeing archive folders when they access email through the Xfinity site. That gives me some comfort that the email history is still out there.
And yes, it is very frustrating when the agents seem to be kept in the dark about this incident. I feel sorry for them. They can only work with the information they are provided. And you know that if this was an issue internal to Comcast that IT would be keeping their customers updated or getting reamed out for not doing so.
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02-16-2019
07:20 AM
Still no resolution here and no communication from Comcast. On the web there are archive folders that appear which seem to have all of my old emails (all new ones do appear in my Inbox).
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02-15-2019
05:59 PM
What is curious is that in Mail on my Mac that my Flagged folder still has all of my flagged emails even though they don't currently appear in my Inbox.
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02-15-2019
05:25 PM
On the web, archive copies of all of my folders are there now so that is encouraging. I don't want to touch them though for fear that it triggers some ancillary issue.
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02-15-2019
03:09 PM
For the heck of it, i changed the settings on my phone to match Comcast's suggestions for imap. Now I get an account error message that reads: "The mail server "imap.comcast.net" is not responding. Verify that you have entered the correct account info in Mail settings." I then switched it back to the mail.comcast.net incoming server and all is well now.
Below are the settings I used.
Email Configuration Settings
To configure an email client to use Comcast email (@comcast.net), the following settings should be used for sending and receiving email:
Incoming Mail Server Name: imap.comcast.net
Incoming Mail Server Port Number:
Recommended: 993 with SSL ON
Only if Needed: 143 with SSL ON
Outgoing Mail Server Name: smtp.comcast.net
Outgoing Mail Server Port Number:
Recommended: 587 (SMTP)
Only if Needed: 465 (SMTPS)
SSL Encryption: checked
Authentication: Xfinity username and password required
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02-15-2019
02:12 PM
Comcast itself has said that it is impacting 73% of its installed base. I am getting all new emails on my phone, laptop and on the Xfinity site so that is not the issue. And it would also not explain why this is happening for one email account but not my other one. This is more than settings on a phone. Regardless, I am confident that the emails will eventually return to my inbox. They did last week. And again, different people are experiencing different issues.
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02-15-2019
12:43 PM
And these:
lkpolovchik
Regular Contributor
02-15-2019 12:28 PM
Re: email has disappeared--2/15/19 5:00AM
This is a bit unnerving. Is there an update on the Xfinity website somewhere? 73% is a large area. What areas of the country? 😕
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pratty
Regular Visitor
02-15-2019 12:29 PM
Re: email has disappeared--2/15/19 5:00AM
Wow. Thanks for that update. Surprise that comcast has not been more proactive and pushing out updates to their customers.
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02-15-2019
12:42 PM
See this:
ArtVanderlae
New Poster
02-15-2019 12:07 PM
Re: email has disappeared--2/15/19 5:00AM
I just spoke with Comcast. Apparently this impacts 73% of their residential and business clients nationwide !!
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02-15-2019
12:40 PM
1 Kudo
Similar to the one that so many others are having. On my laptop and on the Xfinity site, only my new emails appear. My phone is fine. Like last week, I spoke with an agent, was expedited to Level 2 but with no resolution. They acknowledged that there is an issue and it was being worked on. Last week, the acknowledged to me that it was a system-wide issue.
The challenge from a technical aspect, similar to last week, is that the issue manifests itself differently for different customers. So the next customer experiences a variation of what I am experiencing.
I've made no changes in my settings, my profile or anything else as it relates to email.
Again, stuff happens. It is the lack of communication that is disturbing to me.
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02-15-2019
11:00 AM
As many have noted, there are currently issues with email that seem to be a repeat of what happened about a week ago. The issues seem to vary, but are related, from customer to customer. I get it. Stuff happens. Technology is great except when it isn't. As for this issue, given its similarity to last week I suspect that one of two things is occuring.
First, Comcast thought it had the issue resolved but didn't do a good job at root cause analysis and it has reappeared. This is sort of like when you are sick, get treated, seem better, but the symptoms reappear in a week or two.
Second, Comcast resolved the issue but knew that it needed to do some more work to firm up the technology environment. This work is taking longer than expected and causing these issues.
Regardless of the cause, Comcast's customer service throughout these couple of weeks has been atrocious. Customer service is not only reactive but proactive. How hard would it be for Comcast to send a blast email to its millions of customers that states the issue, the variability of the issue, noting that they are working on it and stating that they will provide periodic updates? At the same time, how hard would it be for Comcast to post a message on its site and also as a sticky on the User Forums stating the same information? This is the part that has me thinking about contactintg Verizon.
Again, stuff happens. It is how you handle it that defines who you are, as a person or as an organization.
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02-15-2019
08:41 AM
We have two primary email accounts. For one, all appears to be fine on my phone, laptop and the Xfinity sie. For the other, all old emails in the inbox are missing on my laptop email app and the Xfinity site. My phone appears to be all good for both accounts. Almost the exact issue as occurred last week.
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02-05-2019
06:17 PM
I am having a similar issue. I have two Comcast mail accounts. For one, I can delete emails and do everything else. For the other, I cannot delete emails from either my Mail application or through the Comcast site. Interestingly, I can empty my Trash folder from my Mail application.
There appears to be a server issue at Comcast if I'm reading the error correctly. (Note that on the Comcast site the error message disappears too quickly to read it all) Two error messages pop on Comcast but the first disappears too quickly to read. The second states:
Error
An error occurred inside the server which prevented it from fulfilling the request.
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