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billingw
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9 Messages

Thursday, January 16th, 2025 12:24 PM

Email temporarily blacklisted

I'm out of the country and my Mac email app tells me my email is temporarily blacklisted.  This has been going on for five days.  I've spent a lot of time on the phone with Xfinity and these live chats usually end with a disconnect.  MANY, MANY people have reported this problem, but I cannot find a solution. 

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Updated 

3 months ago

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XfinitySara

Official Employee

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1.6K Messages

3 months ago

Hello, @billingw! Thank you for taking the time to visit our Xfinity Community Forum, and for creating this post with your email concern. I'm sorry to hear about the trouble you've had accessing your email through the Mac app, and I'd love to see what we can do to help! Our team is typically awesome to work with because we'll always do whatever we can to review and resolve issues quickly. I'm wondering if our systems detected "unusual activity" from your current location, potentially flagging it as suspicious (this is common when accessing an account from a different IP address, such as when traveling abroad). By chance, are you able to access your email account using this link?

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billingw

Frequent Visitor

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9 Messages

Yes, I am "able to access my email account using this link."  HOWEVER, I cannot use the MacOs Mail app.  There is a triangulay alert saying:  

                          Online Status  Temporarily blacklisted IP Address - try again later.

I want access TO THE MAIL APP, not the XFINITY mail web page, which does not have any of my mail folders, etc.

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3 months ago

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XfinityThomasD

Official Employee

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1.2K Messages

By chance, have you also tried to disable/enable the Third Party Access? Just to ensure there wasn't a setting change or error that was causing the disconnection. Unfortunately, we don't have the means to remove a blacklisted IP here, but can also recommend contacting our CSA (Customer Security Assurance) team who has tools available to further assist with these situations. Their contact number is 1-888-565-4329.

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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3 months ago

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billingw

Frequent Visitor

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9 Messages

OK, I'll try CSA, but I'm wondering:  1) this is a very common problem, to say the least and 2) my wife is sitting three feet from me and she hasn't been blackmailed...  

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3 months ago

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XfinityDena

Official Employee

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3.2K Messages

When will you beable to reach out so that we may follow up?

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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3 months ago

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