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need_help4
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Tuesday, May 13th, 2025 9:16 PM

Webmail - not displaying new email

New email doesn't show up in the xfinity webmail interface with Chrome or Edge on Windows 10 Pro (or with any 3rd party email client that was tested). As a test, I turned on Auto Forwarding (with save a copy enabled) and it will immediately forward new email to the alternate email address provided for forwarding so we know that the comcast.net server is receiving new email. When I turn off Auto Forwarding and send new email to the comcast.net email address the new email is not shown. If I turn Auto Forwarding back on and send new test email to comcast.net it will be forwarded immediately.

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2 days ago

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Accepted solution

BruceW

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26.4K Messages

6 days ago

CSA should check your Mail Filter Rules to make sure none are set to forward or delete incoming messages.

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need_help4

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5 Messages

@BruceW​ Thanks for taking the time to reply. Discovered that a hacker had created a rule to forward and delete incoming emails. 

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5 days ago

Again

Expert

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31.6K Messages

10 days ago

@need_help4 

New email doesn't show up in the xfinity webmail interface with Chrome or Edge on Windows 10 Pro (or with any 3rd party email client that was tested). As a test, I turned on Auto Forwarding (with save a copy enabled) and it will immediately forward new email to the alternate email address provided for forwarding so we know that the comcast.net server is receiving new email. When I turn off Auto Forwarding and send new email to the comcast.net email address the new email is not shown. If I turn Auto Forwarding back on and send new test email to comcast.net it will be forwarded immediately.

Have you checked your Spam folder?

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need_help4

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5 Messages

They are not in the spam folder.

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6 days ago

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XfinityDilary

Official Employee

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2.2K Messages

8 days ago

 

need_help4 I'm sorry to hear about the email address not working properly. We'd like to help troubleshoot. Have you tried clearing out the cache and cookies to see if that helps? 

 

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need_help4

Visitor

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5 Messages

Tested on several different windows PCs and mobile devices to rule out client side issues. None show new email. Even a simple test sending email from comcast.net to the same comcast.net account fails. The tests confirm that the comcast mail server is receiving the email because it will forward it to another account, but it isn't putting new emails in the inbox (with or without auto forwarding enabled).

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6 days ago

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XfinityThomasD

Official Employee

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1.3K Messages

I would recommend creating a ticket to report the issue to our Customer Security Assurance team, which can be done through this link.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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need_help4

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Is it possible for your security team to add an option to enable receiving a code through the xfinity two-step verification system when there is a change to auto-forwarding or creating a rule that forwards and deletes new email? Both of those were used by a hacker to steal all incoming mail.

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5 days ago

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XfinityKei

Official Employee

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1.5K Messages

@need_help4 I'm sorry to hear someone has accessed your account. Our security team will be the best place for help! Rest assured they will resolve your concerns. Did you have any additional account concerns for us at this time?

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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5 days ago

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XfinityThomasB

Official Employee

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1.9K Messages

Howdy need_help4

Were you able to touch base with our security team? Thank you again for all of your time and patience with this process. 

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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2 days ago

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