Email search not working

For over a week now, when I enter anything in search on my email, only those applicable emails back to 2/11/25 will come up, even though there are numerous prior emails that should also come up. I've tried signing into my account on the Xfinity app on my phone, and the problem is the same. When I use the Apple email app on my phone however, I can search properly.

Please help!

Responses

MikeB39A

Problem Solver

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629 Messages

2 days ago

Clear the cookies and cache on your browser, then make sure it's restarted, so it has a fresh pull of data.

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user_pz20p8

5 Messages

Thanks, Mike. Did both and unfortunately no change.

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1 day ago

0

XfinityJamesC

Official Employee

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2K Messages

I'm sorry to hear that didn't help, @user_pz20p8. We know the emails are there, but the search is not retrieving them correctly. Can you try logging in with an incognito browser window and, if possible, with a different browser to see if the issue can be recreated there?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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user_pz20p8

5 Messages

Thanks XfinityJamesC

I just tried that, and the identical issue occurred. My usual browser is Firefox. I created Chrome incognito to try your suggestion.

Jenny

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1 day ago

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XfinityKassie

Official Employee

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1.6K Messages

user_pz20p8 Thank you for giving that a try! I'd like to take a look on our side. We may need to issue a ticket on your behalf. To begin, can you please send a Direct Message with your name, the service address, and the email address we will be working with today?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

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1 day ago

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user_pz20p8

5 Messages

Thanks, XfinityKassie. Just sent the direct message.

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1 day ago

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XfinityPaula

Official Employee

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1.3K Messages

1 day ago

Hello user_pz20p8. Thanks for reaching out and sharing the trouble you are having with the search only going back to 2/11. I'm sorry that the system is not pulling the older emails.

It's possible that it's a browser issue like @MikeB39A mentioned and clearing cache would easily correct that.
Are the older applicable emails all within the same inbox or folder?

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user_pz20p8

5 Messages

Thank you Xfinity Paula. Unfortunately, clearing the cache did not work. The search function consistently has the problem with my Inbox folder. But with some other folders, some older date emails from the search show up. Not all folders and not all emails - very random. Any other ideas? Jenny

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1 day ago

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user_pz20p8

Email search not working

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