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JLen524
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1st Reply
Originator

3 Messages

Tuesday, January 16th, 2024 12:41 PM

Closed

Email Not Working

I am having an issue with not being able to retrieve and send email. 


A little over 4 years ago, we moved to an area that did not offer Xfinity service.  We were told that we could keep our comcast.net email address though and it worked great until about 2-3 months ago.  Now I'm not getting any emails and can't compose any either. 

I am able to log into my Xfinity account at https://connect.xfinity.com/  but when I click on "check email" I keep getting an error message that says: 

Error

We're sorry.  It looks like something went wrong. 

Please try again in a moment. 

I tried troubleshooting with Xfinity reps multiple times without a resolution (I have reset my password many times now, so it's definitely not a password issue).  Yesterday, I went to an Xfinity store and the Assistant Store Manager, Anthony, wasn't able to figure out why my emails aren't coming through anymore.  Per Anthony, my account is active but there is a glitch somewhere preventing my emails from working.  

Note: this happens no matter how I try to log in - via my phone, my PC, a tablet, Anthony's laptop, etc. 

I do have a few items set up with our comcast.net email address, such as paperless billing for our mortgage statement, so the email was being used multiple times per month.  

I would appreciate any help you can give!  

Question

 • 

Updated 

9 months ago

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XfinityBenjaminM

Official Employee

 • 

1.6K Messages

10 months ago

@JLen524 Hello! Thank you for reaching out to us here on our Community Forum. We can certainly take a look at the email issue you're having and see what we can do for you. Can you please send us a Direct Message with your full name and address? Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

2

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user_e1a50d

Visitor

 • 

2 Messages

@XfinityBenjaminM​ 

Benjamin,

I am having the same issue as JLen524 about error message when trying to reactivate an old email account. I am receiving the following message.

Error

We're sorry.  It looks like something went wrong. 

Please try again in a moment. 

thank you for any help you can give. 

9 months ago

0

XfinityMarcus

Official Employee

 • 

1K Messages

@user_e1a50d, we would be happy to assist you with your email related concerns on our end. Please send us a direct message with your full name and complete service address to get started. 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your 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

9 months ago

0

JLen524

3 Messages

10 months ago

HI Benjamin, I just sent that DM. 

0

0

user_e1a50d

Visitor

 • 

2 Messages

9 months ago

JLen or Benjamin,

I am having the same issue, did you ever get yours resolved? Any help would be appreciated. Thanks

1

0

JLen524

3 Messages

@user_e1a50d​ Unfortunately, I never had my issue resolved.  I called support, did online chats, was "escalated" to higher levels, even went to the local Xfinity store to talk to someone in person and no one could seem to tell me why my account was locked.  The gentleman at the Xfinity store was very nice and said that he could see my account was still there, but there wasn't anything he could do to fix it.  (The stores are solely focused on sales, not service).  I even tried reaching out to [Edited: "Personal Information"] because I truly believe my account was hacked but no one ever replied to my emails (an initial email and a follow up). I hope you have better luck! 

(edited)

9 months ago

0

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