Email account deleted

I have not accessed my emails account in over 12 months. I never received notice that my data would be deleted if not accessed for over 12 months. Xfinity also states that I can reactivate my email by accessing my inbox, yet there is no way for me to do this as stated above.

@XfinityMarcos​ I did that and am able to login using the website. Still not able to access my emails. I did have a secondary email set up but I check it frequently and never received the email warning me of the data deletion. 

@user_ceh8uw Oh, no! I can only imagine how upsetting this must be. May I suggest you attempt to discuss your email recovery with our experts in Customer Security Assurance (CSA)? You can reach them by calling our Customer Service Team at: 1-800-266-2278, but asking to speak with CSA about your email. If anyone can recover it, this would be the team. Please let us know after how things went.

This is exactly who I talked to. I got all the way to tier 3 with the CSA team and the tier 3 agent was not helping. He just kept saying email accounts are deleted after 6 months of inactivity, which isn’t even the case. It’s 12 months. Can someone just reactivate my email, I am unable to do it from my end for the above mentioned reasons. 

@user_pz914k If you're in contact with our CSA team and have an IH ticket, you're definitely in the best hands to resolve your email issues and concerns. Let us know the outcome of their resolution and if you're still needing assistance. 

@XfinityBradM​ i just spoke with Lao (sp?) on the cSA team. . .he could do absolutely nothing to help and said wait for level 3 to call me.  Are you kidding me.

I'm rather sure, as I told him, that it has to do with logic that someone at xfinity changed for Customers who ONLY have email services because when I use the Xfinity app for all three of my email accounts it stops me and says we have no service and we need to pay our bill.  Note: there is no bill for customers with only email services.

I can login to this secondary account and I can see that it won't authorize me, likely becuase of logic around billing.

If i login to the primary account and try to see the bill, it tells me we have no services.

Somebody screwed up the logic in the programming and that's evident.  Logging in only works on the website but accessing email once logged in does NOT work.

If you CANNOT help, please say so as you would be person 10 at Xfinity and I don't have time or patience for that.

I can also see in this FORUM that around the august timeframe, other Customers experienced this identical issue so I'm left to believe that when Xfinity marks a secondary account as INACTIVE and flags it for deletion it screws with the entire account marking the entire account as INACTIVE. . .dumb.

Good luck with this but we're close to done with xfinity after this experience. What has happened to the level of skills on level 1-3 support? Disappointing.

Here's the IH number if you care to escalate this matter:  [EDIT: PII].   I don't have spare hours everyday to talk with xfinity so i'm close to surrender but I will post on social media what this has been like to warn others.

If it concerns the backend logic of UIDs, frontline representatives can only create tickets and refer you to our higher-level teams. Since your request is already in the hands of our awesome tier 3 team(s), we'll have to wait for a resolution from them if our account security team is unable to assist you. 

Also not helpful.   

Trust me that I will get this fixed and then will openly share what a disappointing experience this has been.  I just spoke with someone who clearly has a brain at Xfinity.    Given her 15 minute conversation with me I believe she is first person to understand the real issue(s), the diagnostics i've already performed to conclude that Xfinity screwed up our account,  and she is on it.  She has acknowledged, in less than 15 minutes that this is indeed their problem.

I won't hold my breath but it took me 5 days and 11 conversations to get to this intelligent, informed, knowledgeable person who also was able to listen.

Here's some feedback:   get rid of the Virtual Assistant as that's worthless too AND listen to your Customers, especially those who know what they are talking about.

Y'all assume I didn't reset my password vs. listening to the depth of the issues.

BFN