My email is gone and for some reason xfinity can't get it back

Yes, this issue coincided with a requirement to change/update your Xfinity password.

@user_njffry - Thank you for confirming that! Have you spoken with our Customer Security Assurance (CSA) team by chance?

I have called on three different occasions. The second call I made I was given the IH number [Edited: "Personal Information"]. The third call I made they told me there was no such number and gave me the number CR [Edited: "Personal Information"]. I have no idea what the CSA team is or if I have even spoken with them. I just speak to whomever yI've connected to. The last person sent me a transcript which I tried to upload but as a pdf but it said it wasn't allowed. I try again as a separate comment

Its not allowing me to attach the transcript, but I'm sure you can easily get access on your end.

5 months - that's awful to hear! Mine has not been working for 37 days. I have accounts that I can't get into because I don't have access to my old email address and they keep sending verification codes to it. I think I'll post an update everyday, and count the days passed to keep track of how long this will take. 

@lfrantz49 Hello there! I hope you are doing well. I'm sorry to hear that you have been dealing with these issues for so long. I understand completely how it can be frustrating. With not receiving emails we would want to check spam filters and make sure that the email safe list option is not enabled. If you could also please remove any signatures that you may have set up. We have seen them cause an issue if a link or something is incorrect. With those disabled we would ask you to test sending yourself an email address from the same email account. Example, log into your email and compose an email as a test to send to yourself at the same comcast.net email address.

For the emails that disappeared were you asked to check the deleted items and to try to recover items from there?

Another item is if you are using an email client or our website at xfinity.com. There could be a setting within the email client that is causing an issue.

We would love to help out with recovering the emails and making sure that you can send and receive to your contacts.

I've previously done all the things that you suggested above to no avail. I also send myself emails from my comcast account and also another address that I have and can't receive them. Nothing I've done has worked. As  @user_njffry has said I'm about to get rid of my entire comcast account and I've been with them for the past 30 years. I also have accounts, apps that I can't access because they want tosend verification emails to my comcast accounts and I can't receive them!!!!

@lfrantz49 Thank you for taking those steps and letting me know the results. I'm sorry it has not been an easy task. I want to do everything we can to make sure it's corrected and working again as it should. Please send us a direct message with your name, service address and email address, so we can help out and connect with the repair teams if needed. 

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 did all the steps above and it’s not working for [Edited: "Personal Information"] 

@Anon1421906​ 

I have also had Comcast for 18 years and have not received any email for the past week. I have now spent at least 3 to 4 hours talking to multiple employees and have not been able to get my email back. When I call the service number the robot immediately recognizes my mobile phone and says my name. However when trying to identify my account, none of the people I spoke with see my cell number nor my name nor the last two addresses. Finally someone recognized my address from 18 years ago but still was unable to help me. This is so frustrating when that is my primary email and  all of my accounts are linked to it. 

Are you able to log in to email, but you're just not seeing any new email?

Have you checked to see if maybe email forwarding had been turned on somehow?

Click on the gear in the upper right, then on Email Settings.

In the left pane under Mail, check Auto Forward.

Also, is your mailbox full?

@Anon1421906​ 

Well sorry to tell you this but I never got mine back and I’m sure you never will either. They promised to escalate the problem, and assign a special rep that would contact me by phone within 48 hours but that never happened. And every stinkin time one of them reads a reply by me or other people that had an issue like this they chime in and say “oh don’t worry we’ll help you fix this” BUT TGEY NEVER DO. It’s May  - I haven’t had my email since January. 

Good afternoon @Anon1421906. Are you still having issues receiving email messages? 

Have you tried to send an email to that address - [Edited: "Personal Information]? Are you having issues sending emails to that address?

Of course - you haven't fixed it yet!

Good move changing to AT&T because Comcast will NEVER fix your issue. I still have login issues with various companies/organizations - last one was the Department of Motor Vehicles - because I forget how many of them were tied to this "lost" email address. And comcast keeps sending me bot-like texts asking me to rate their service. Such a jolke!

Hello @user_njffry, thanks for taking the time to reach back out to us. I am sorry to hear that 

your issues have not been properly addressed. My team is here to support you, and we definitely want to reach a resolution. I know the last thing we discussed was contacting our Customer Security Assurance (CSA) team about this for further investigation. Did you have the opportunity to reach out and work with them? 

@user_tst2vr​ 

What I want to know is where are you taking your business?  What is a better alternative to Xfinity?  I've been having trouble for weeks and I cannot get it resolved.  I've spoken to a number of customer service people who tell me that it is just working fine - it's not.  Where else can I go?

Have you tried calling Customer Security Assurance?

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329