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npersn31
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490 Messages

Saturday, March 2nd, 2024 9:16 AM

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Email disappeared from Sent folder

I am trying to figure the easiest and least confusing way to describe my problem.  At 3am eastern time, I was still up and discovered my Sent folder on my iPhone XR was missing all but two sent emails. I checked online on this cell and the Xfinity web site showed the same thing for my Comcast email. I have two computers and the one that is used constantly(the newest) was missing all but two sent emails. I do not use Thunderbird on this newest computer. I used the older one to check Thunderbird: it is missing all 2024 Sent emails but the older sent emails are there.  I am assuming the Xfinity web site would show the same thing on the older computer. I have had lots of problems before now.  What can I do?

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9 months ago

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XfinityChristy

Official Employee

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1.6K Messages

9 months ago

@npersn31 Hello and thank you for reaching out via our Xfinity Community Forum. I have many emails I would not want to lose in both my sent and received files, so I understand your concern. Can you please log completely out of your Xfinity email account on our website, clear your cache and cookies, and then log back in to see if the folders are updated? 

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npersn31

Contributor

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490 Messages

@XfinityChristy​ How do I do this? I have 2 computers getting email from Comcast as well as cell phone. I fixed a problem with Thunderbird being wrongly set up in regard to server settings on old computer. This explains not being able to send. On the new one I simply logged into Comcast. It now has Thunderbird. All devices are currently missing most of the Sent messages. Please explain how to proceed so I can do what you asked.

9 months ago

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npersn31

Contributor

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490 Messages

@XfinityChristy​  I don’t know how to log out of Thunderbird but I did the rest of your instructions. Neither computer logged into Comcast web mail has entire Sent folder online or in Thunderbird. Folder has flatly been lost except for few emails. I need someone in tech to restore folder from server. I have seen others using other email clients who have lost Comcast email. I know techs are working hard and you too. But I need my email back. Please help!

9 months ago

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XfinityChristy

Official Employee

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1.6K Messages

@npersn31 Thank you for giving that a try. I would like to take a closer look at your account. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

0

XfinityChristy

Official Employee

 • 

1.6K Messages

9 months ago

@npersn31 I am not familiar with Thunderbird, but please check out How to Clear History your Internet Browser for instructions on how to clear history (cache and cookies) on different browsers. 

 

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npersn31

Contributor

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490 Messages

9 months ago

Where did my post go? I removed cache and cookies from both computers. Don’t know how to log out of Thunderbird or if it is possible. Sent folder online is missing most emails(both computers), thunderbird is missing most emails from Sent folder(both computers). I need that folder to be recovered from the server at Comcast : a tech is needed. I have seen other posts of Comcast customers who have lost their email and used other email clients.

Your techs are hard working as well as you. But I need my email back!

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XfinityChristy

Official Employee

 • 

1.6K Messages

@npersn31 I would like to take a closer look at your account, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

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npersn31

Contributor

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490 Messages

I just sent direct message as you directed , Xfinity Christy.

9 months ago

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npersn31

Contributor

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490 Messages

Xfinity Christy : I have been getting info from Xfinity Support and they escalated it. Comcast "restored" the Major Name 's email, but MINE was not restored. I have replied back to Xfinity Support with additional information about my email originally being on my own account and my email still being used after moving in with Mom. Can you please found out what is going on now.

I appologize for being impatient. [Her email was restored on March 5.]

9 months ago

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npersn31

Contributor

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490 Messages

9 months ago

I sent a reply to Xfinity Support and Xfinity Support replied. They wanted a verification of the conversation.  I replied to their reply. I may not be available all day.

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npersn31

Contributor

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490 Messages

9 months ago

All: They retrieved Mom's files when the trouble is My Sent Email Folder is missing virtually all email! I use Thunderbird, paid Norton, VPN.

Please notice this post Xfinity Christy and Xfinity Support!!

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npersn31

Contributor

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490 Messages

9 months ago

All: I've been trying to follow Xfinity Support's instructions on fixing Thunderbird's Sent email folder on newest computer and got part way but got very confused. I only put folder SentOld on Thunderbird new computer and not on web mail. Sent Folder on web mail became empty. Moved Sent emails to SentOld on Thunderbird new computer. I used Sent Old to email these emails back to web mail and gmail. None of the older Sent Mails were restored. He hasn't reply to PM's in over 19 minutes. Will be online for 30 minutes more.

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npersn31

Contributor

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490 Messages

9 months ago

Xfinity Christy, Xfinity Support, Xfinity Team: I got the email but the Entire Sent Folder has not received all the missing email back. I don't know if I should have tried to retrieve Sent Mail from ailing computer. Do not know if I should have tried "Navigate my Mail folder and deleted Sent.mfs and Sent"  on old and new computers. Very confused. Am posting and working on new computer with Thunderbird installed after the Sent Email lost most of it's content. Mom and I use wireless connection, if that makes any difference.

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npersn31

Contributor

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490 Messages

9 months ago

Xfinity Christy,Xfinity Support:  A restore folder just appeared on cell and newest computer. HOWEVER: it is a mix of emails and it is not THE Sent folder. Sorry to need to be blunt. Thanks for your patience dealing with me.

Good night for now!

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npersn31

Contributor

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490 Messages

Xfinity Christy, Xfinity Support, All: A Multifaceted problem has not been solved. I don't understand why a Web Mail Sent Folder cannot be retrieve regardless of problems on my end. I had to force downloads in Thunderbird 115.8.1 (64 bit) to get emails from constantly starting over from email #1 to download. Once that happened it fixed problems other than the missing emails from Sent folder. I had Sent Old on newest computer(thunderbird) and sent all of them to my gmail account to prevent losing them and to my comcast email. I reset my thunderbird settings to the settings of Thunderbird on newest set up(newest computer). These settings are not the same as the one Xfinity Support gave me. And things seem to be working:ONLY the email that was missing is not retrieved.

There were many Xfinity Support persons that tried to help and I thank you. I wish the expert on Thunderbird coould have gotten back to me. Xfinity Christy please close this thread WITH NO SOLUTION!

(edited)

9 months ago

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