Frequent Visitor
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10 Messages
what does "recovered-lost-folder" mean
At the end of my list of Folders, I have several items that say 'recovered-lost folder" followed by a long string of letters and numbers. I never received a message that a folder was lost or how to recover it. The folders appear to be empty. If the files are stored somewhere, how do I retrieve them? Why did it happen? Why does it keep happening? Thanks.
Latoque
Expert
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29.6K Messages
5 months ago
Are you using a desktop email client of some kind, (like Thunderbird or Outlook) or only the webmail interface and a browser?
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user_zdbg1o
10 Messages
2 months ago
I just had the same thing happen. i had about 5 emails that were read sitting in my inbox last night and this morning they are all gone. There are a handful of folders that are grayed out and in italics. What happened? Where are my emails that i saved in the inbox? I was saving them to reference something I needed. How can I get them back? Why is this happening???
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user_9d95ej
10 Messages
2 months ago
Your only hope is to contact Security Assurance and get someone that knows more than Go to Trash, Recover Deleted Items. None of these folders were in Trash, they just disappeared. This is an Xfinity serious problem as I have lost folders of emails that are vital and irreplaceable for my work. A number of subfolders have just disappeared, although some of the main folders are listed again as "recovered". The subfolders and their emails are not in the recovered folder. I was given a Case Number and told to give them 48 hours to try and locate my folders and emails. Unless the servers were destroyed this should be doable and I am hopeful but not confident.
(edited)
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rarling
Frequent Visitor
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10 Messages
2 months ago
I also have this issue. I now have 5 or 6 folders that show up grayed out in the Xfinity web email page and each has a "recovered-lost-folder" folder that appeared autonomously within the last couple of days. All of these folders also had subfolders, and I cannot delete them via the Xfinity web page because they are grayed out. I am using the "new" Outlook for mac on my MacBook Pro. Although the second-level subfolders still appear to have email, any emails in the grayed folders is missing on the Xfinity page. Strangely, in outlook on my mac I did still have some emails in one of these folders, and was able to copy them into my inbox and access them from there, although some showed up deleted. Something is definitely messed up - Xfinity shouldn't allow me to have grayed-out folders I can't delete, where are these "recovered-lost-folder" folders coming from, and why is there a discrepancy between the email on my laptop via outlook and that on the Xfinity web page?
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rarling
Frequent Visitor
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10 Messages
2 months ago
How does one escalate this issue to an actual Comcast employee who is equipped to investigate it? It seems that randomly losing email files and having grayed out IMAP folders that cannot accept emails on comcast servers would be a "slight" issue!
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user_9d95ej
10 Messages
2 months ago
rarling and zdbg1o ... I posted replies on how to contact the security people. Apparently this is verboten since they have taken down both my posts. I also explained in it that if the recovery program has been run on your account and there are folders grayed without a corresponding recovery folder or sub-folders missing you are f'ed. This is straight from an hour-long conversation with a nice woman at security. She was at least apologetic and sorry that there is nothing SHE can do. They have run recovery four times on my account and nothing I can do now except take legal action.
(edited)
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user_9d95ej
10 Messages
2 months ago
rarling and zdbg1o - Please let the thread know if you have any greater success recovering your folders. Thank you.
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user_mb1224
Visitor
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4 Messages
2 months ago
I was able to recover my emails/folders. The next day, several more re-appeared as recovered. As for how to do deal with folders that were in italics/grayed-out, I went and used an email client via IMAP and was able to update those in the client. I moved everything to new folders, then deleted the old folders, so I could use the web client without issue.
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user_zdbg1o
10 Messages
2 months ago
Well, nothing has changed with my situation. The emails are still gone, the recovered folders are still there, and the greyed out folders are still there. Lots of chatter in direct messages here and on X, but still, after almost two weeks, no one will explain what happened or how to fix it. An attempt was made to restore something, but again, all that was restored were the emails that I deleted, which makes sense, and obviously indicates that something else happened here, yet no one will state that. I have no idea if all of the emails in the deleted, and apparently recovered, folders are completely restored, but I have no faith that they are. It's extremely frustrating and disappointing, as user_9d95ej stated. I certainly, but clearly naively, expected more.
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user_9d95ej
10 Messages
2 months ago
There is no explanation, just they are gone. I received an apology and empathy from ONE person. There is supposedly a backup going back for 14 or 15 days. This is obviously not the case. I thought a backup meant every thing, every day; then the oldest gets purged. A backup for 14 individual days existing at all times. You have 14 chances of recovering most every email saved in that time frame. As the word gets out that there is no safety net on xfinity email, no one will trust comcast.net email for anything important and will replace it with something reliable. I have a sneaking suspicion that this is their goal all along since email is all expense, no profit for xfinity.
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