Visitor
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5 Messages
spam filtering legitimate emails
My personal Comcast email address will not accept legitimate emails into my inbox. All emails go to spam folder. Despite my having indicated that they are "not spam". Also despite my adding the specific sender address to address book. Nothing fixes this except completely turning off spam filtering. The problem is with all emails from any sender at a particular .gov entity. It also happens with every Comcast address that any of those .gov senders email to. Clearly a Comcast problem, not recognizing the legitimacy of the sender. I have spent hours trying to get answers from Comcast. Twice I finally got through to a live agent who promised to escalate the problem to a "back end" team and that I would very soon get a call back. Never happened, twice. But I did get follow-up questionnaires about my service experience (one in Spanish, with no reason)! Despite describing the experience as awful, I still get no help. Any suggestions? In the meantime, I am considering having my Town change internet provider from Comcast, when the contract is up for renewal. Thanks.
XfinityKam
Official Employee
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86 Messages
26 days ago
Hello @user_66hyvr Thank you for sharing this, receiving email communication is a very important thing. This is absolutely not the experience we want for you, especially when important messages from a .gov sender are being incorrectly routed to spam. I understand how disruptive this has been, and I appreciate the time you’ve already spent trying to resolve it. I'd like to do an account review to identify what the cause is, Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• 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
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