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dewrose17
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21 Messages

Wednesday, April 16th, 2025 1:05 PM

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email folders missing

My Email folders are not showing up on Xfinity Connect, on Safari, on my Mac.  Talked to customer support and cleared my cache, logged in and out, tried it on Google with the same result, and updated my IOS.  It still is not showing folders.  I see this question has been asked previously but there is no answer listed.  It is a nightmare to try to get a live person on customer service and Xfinity assistant is no help at all.  How can I get assistance with this problem and get it fixed?  And why is the answer not posted on the other similar questions?

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Updated 

5 days ago

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XfinityAirelle

Official Employee

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2.6K Messages

1 month ago

Hey there — that definitely sounds frustrating, and we totally get where you're coming from. When your email folders just disappear like that, especially after trying all the usual steps like clearing your cache, switching browsers, and even updating your device, it can feel like you're going in circles with no resolution in sight. And yeah, trying to get help from a live person shouldn’t feel like a full-time job, so thank you for sticking with it.

 

We’ve seen some cases where folders don’t load properly due to syncing issues with the web interface on certain browsers, even after updating. Since you’ve already tried Safari and Google Chrome with no luck, the next best move would be to try accessing your email through a dedicated mail client (like the Apple Mail app or Outlook) to see if your folders show up there — just to confirm they’re still intact on the server side. If they do show up there, that lets us know it's likely a front-end issue with Xfinity Connect.

 

Have you given that a try? 

16

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dewrose17

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21 Messages

@XfinityAirelle​ thank you and yes, if I use a dedicated mail service such as Apple Mail on my phone or Mac computer, the folders all show up.  I am thinking this is a front-end issue with Xfinity Connect.  Is there any way to resolve it?  

1 month ago

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XfinityMatthew

Official Employee

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189 Messages

Upon checking, it does look like it is being reported as a known issue with Xfinity Connect. Our team is working on fixing the issue. But I am not showing a specific time for a fix at this time. In the meantime I would continue using one of the dedicated mail services for now to access your folders while we get the issue repaired. I would be happy to schedule a follow-up check in for early next week to see if there's been an update on the repair of the issue. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

dewrose17

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21 Messages

Yes, can you follow up with me to check if the folders are back??  
do you have my contact information?  
thank you!  

1 month ago

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XfinityJustinC

Official Employee

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1.3K Messages

@dewrose17 we would be checking in with you here, and wanted to see if the email folders returned. Please follow up at your convenience, I'm hoping when you reply that the folders are back. 

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

29 days ago

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dewrose17

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@XfinityJustinC​ No, the folders are still not appearing on Xfinity Connect.  It is inconvenient because I use them a great deal for work information.... 

27 days ago

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dewrose17

Frequent Visitor

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21 Messages

12 days ago

It's now been almost a month since my original post about the folders.  It has not been resolved, in spite of being informed that it is an Xfinity Connect problem, and to use my other mail services.  That is not the solution I was looking for.  Will the issue ever be resolved on Xfinity Connect?  Can I just get an a definitive answer so I can move on from this?  

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XfinityPaula

Official Employee

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1.4K Messages

I'm sorry that this has been going on for so long now dewrose17. I know how much of an inconvenience it can be causing. I see that one of our experts @Again has tried to assist as well. Thank you, @Again!

I am no longer seeing a report of an issue with email folders missing. If there was a reported issue previously it seems to have been resolved. This may seem like a silly ask or check, but if you are looking at your inbox at connet.xfinity.com do you have a bold arrow symbol next to your inbox folder? If you create a new folder in the inbox does it appear for you to access? 

If the drop-down arrow is not available and the folders are still missing, please send us a direct message with your name, service address and the email address that is having this issue. We will make sure we connect with the repair team to help find the correct solution. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

10 days ago

dewrose17

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21 Messages

10 days ago

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XfinityBrianH

Official Employee

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1.3K Messages

dewrose17 Ok great, we look for ward to receiving that message.

 

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

10 days ago

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XfinityPaula

Official Employee

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1.4K Messages

dewrose17 Thank you again for your patience. It seems that the repair team may have triggered something while checking the account, and we have the folders appearing again in the sub folder. If there's anything else that we can help you out with please let us know. We have happy to assist in any way we can! 

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

5 days ago

0

Again

Expert

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31.6K Messages

9 days ago

@dewrose17 

I know you have done this before, but let's do it again in this manner.  I want you to clear your cache and cookies, all the cookies for "xfinity".  Then, after you do that, sign out of email and your account.  Close your browser.  I don't remember, but I want you to try another browser other than the one you normally use.  If you use Safari, use [download a different browser if necessary, but don't use any that you have already used] a different browser to check your email.  Let us know.

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dewrose17

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21 Messages

@Again​ yes, once again, I followed the steps you outlined and still no folders.  I also logged into Xfinity Connect on Google and still no folders.  The only pace they show up is the mail app either here on my Mac or on my iPhone.....

9 days ago

0

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