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user_0d09b9
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Sunday, February 15th, 2026 10:55 AM

Email is stuck in queue

I have been using the same email setup (Samsung's) for at least 12 years on my galaxy phones with no problem.  About 6 months ago this problem started.  It works for a while and then only sending fails.  This is indeed a Comcast issue.  It's part of a Comcast "security" update that causes periodic rejections to, in this case, Samsung's email, although the original setup was automatic and worked fine.  If I delete and recreate the Comcast account, it works for about a month and then I have to repeat that process.  This is information I got from someone who is familiar with Comcast practices.  They aren't going to fix it.

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5 hours ago

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XfinityEricB

Official Employee

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3K Messages

2 days ago

 

user_0d09b9 Sounds like updates are causing the problem. I would appreciate looking into this further with you to see if there is anything I can report to our email support team to fix this. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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

 

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user_0d09b9

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I can't find any "speech" bubble.  All I see on Xfinity support is Chat and that gets me nowhere.  I tried responding to forum email, but don't know that was received.  

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14 hours ago

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XfinityOrlandoM

Official Employee

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3K Messages

In the upper right hand screen you should see the direct messaging button.

 

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

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14 hours ago

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user_0d09b9

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I am logged into Xfinity on my phone.  There is no speech bubble.  If I find Support, there is no speech bubble.  I think I will have to give up.

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13 hours ago

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XfinityOrlandoM

Official Employee

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3K Messages

You should see the direct messaging icon on your phone the same way you see it on a web browser.

 

But as far as accessing your e-mail through third party email applications https://www.xfinity.com/support/articles/third-party-email-access Comcast routinely updates security protocols, such as transitioning to TLS 1.2+ for email to replace insecure, older versions. Xfinity also offers built-in xFi Advanced Security for renters of xFi Gateways.

 

You will also want to use a third party access security, that can help with the security updates.

 

But there are times you may have to uninstall and reinstall your third party application due to security updates

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

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13 hours ago

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BruceW

Gold Problem Solver

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27.1K Messages

11 hours ago

The "speech bubble" simply loads https://forums.xfinity.com/direct-messaging. Why employees insist on directing users to a sometimes-missing "speech bubble" instead of just posting that link, I'll never know . . .

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user_0d09b9

Visitor

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Perhaps because this just takes me to the Forum post page.  Nevermind.  I'm looking for a new ISP.

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6 hours ago

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XfinityAlfonso

Official Employee

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2.4K Messages

I'm so sorry that chat bubble isn't showing up for you as intended. When signed in, you will be able to get to the same messaging space by using this link: https://forums.xfinity.com/direct-messaging

(edited)

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

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6 hours ago

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user_0d09b9

Visitor

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404

The page could not be found or you don't have permission to view it.

The resource that you are attempting to access does not exist or you don't have the necessary permissions to view it.

Make sure the address is correct and that the page hasn't moved.

Please contact your administrator if you think this is a mistake.

Go Home

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6 hours ago

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XfinityAlfonso

Official Employee

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2.4K Messages

Try it just one more time please. 

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

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5 hours ago

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Again

Expert

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33.6K Messages

 To send a direct message:
 
Click "Sign In" if necessary
 
• Click the "Direct Message" icon in the upper right corner where your avatar is.
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line not the Employee's name
• Type your message in the text area near the bottom of the window
• Press Enter to send it
Do you see that icon?
 

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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5 hours ago

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