E-Mail and Xfinity Connect Help

[charvey]

11:20pm -- Smartzone service has been restored. Subscribers should now be able to access webmail (Smartzone) and pop service.

We appologize for any inconvenience this caused.

Message Edited by charvey on 10-28-2008 11:23 PM

[theal2000]

So will Comcast be issuing a partial refund to our (recently increased) bills for the month due to the outage?

[bho]

I have had nothing but problems since comcast bestowed this wonderful  Smart Communication e -mail  on me.   I am going toneed to  change to bell south or at&t if ths doesn't change  soon !!!!!

[shell220]

Yes, this is crazy.  I understand that things have to change, but isn't Comcast capable of getting it right before forcing "Smart" Zone on us?

I have work to do and it doesn't help that I can't get into my email.

[motherslove]

I am actually on the phone with the billing department now, and I am asking for compensation for the outage of the e-mail server. I will let you know how that goes and see if you can get compensation as well.

[little_devil]

---

charvey wrote:

Please be aware we are currently experiencing a failure on Smartzone that may be affecting your ability to access webmail (Smartzone) and/or pop your mail.

Engineers are actively engaged and working the issue and have been since the outage started around 8pm est.

Currently there is no firm ETA for fix but the expectation is it will be within a few hours.

---

what do you mean by  MAY  be

[AudioLady]

Hii,

Please understand that all technology companies have things like this happen.  It's all hardware and it will fail eventually.  I'm sure they are working on it and trying to resolve this issue.  I'm bummed too- but hey, it is what it is.......... lets all try to stay calm and use Gmail for now if u have to.

Best,

AudioLady

[charvey]

---

little_devil wrote:

what do you mean by  MAY  be

---

The outage doesn't affect the entire subscriber base, therefore it "may" apply to you. 

[fuzzy007]

 I use my e-mail for business purposes. I can't bill, can;t schedule, etc. It's true everyone has problems but most company's have a backup. For what I pay Comcast should do better. I liked the old system just fine. This new smart zone is a total dud.

[AudioLady]

understood fuzzy,

But still it's technology, and there are going to be hiccups....  thats just the way it is...  I know they are working on it- cuz my friend is one of them...  Believe me when i tell u they are doing everything possible right now...  No ETA, but should be up soon.  This is their "core" they absolutely HAVE to get it working again and soon.  Hope all can use sub email just for now and make it thru this lil outage....

Bestest to all,

AudioLady

[little_devil]

---

charvey wrote:

---

little_devil wrote:

what do you mean by  MAY  be

---

The outage doesn't affect the entire subscriber base, therefore it "may" apply to you. 

---

Okay, thanks fo the reply. I was under the inpression that all of comcast users were affected.

[rtcomputer]

I lost all incoming emails on October 16th and lost business because of it. Comcast could not recover my emails for an entire day. I called Comcast Support and was told it would be 24-72 hours to fix it and that there was this wonderful new system called smartzone which I got an email about NOT!!!!! I received no email about this stupid new smartzone system that doesn't work. I refused to get off the phone and asked to speak to a manager because 24-72 hours to fix my email was unacceptable! The tech person put me on hold for about 15 minutes, went behind the magic curtain and fixed my email. Now it's happening again.  I have had Comcast service for almost 10 years and I am ready to cancel, fix it soon or you lose a long term customer. I can send but not receive. I sent 3 test emails to myself and an hour later I still can’t receive them. I have received phone calls from clients asking why I haven’t responded to their emails. Spend your millions of dollars of profit and fix it or I will go elsewhere and I’m not bluffing. I will also tell all my clients and everyone I know not to use Comcast Internet unless they want unreliable service.

[EasyAs123ABC]

Please keep us updated on your progress in getting a credit for all the downtime. I volunteer for a number of organizations and we are in the middle of a website update for one, and a fundraising activity for the other. Much of our communication is via email. I am setting up a hotmail account so that I can actually communicate with my committee chairs.

Thanks Comcast.

PS I understand that there can be problems with a rollout of something new. What is appalling is the lack of communication related to the outages and the progress (or lack thereof) being made to resolve them. I have been having intermittent problems with my account for the last 3 weeks. We should be compensated for our lost time due to Comcast's failure to quickly resolve the problem and/or have a back-up system in place.

[southendjohn]

OK, glad someone is on this and we have an ETA.

I'm real curious why a Smartzone crash would kill regular POP users as well...   So effectively a large percentage of the eastern US has no email. hmmmmm

[wtfigoih]

It's obnoxious! They charge an arm and a leg and the service **bleep**. On those nice days when the internet or my cable doesn't go down, I can't get my flippin' email. Is their phone service this lousy too? What if I needed to call 911 while their engineers are dilligently working on the outages?

I'm calling Verizon tomorrow morning.

I so want to click the "E-mail me when someone replies." box.

Here's an idea for the future, when you're going to upgrade a system, TEST IT! Running it on three old laptops in the IT lab for two days DOES NOT constitute a valid reliability test when you have millions of users.

[straycat]

After 2 days of not receiving email (using Firefox) I thought something was fishy, so I sent myself an email from a couple external accounts, and did not receive them.

For curiosity's sake I tried connecting via Internet Explorer and voila, I'm now connected to this new email interface "Smartzone", and there is all my new emails. Then I try connecting via Firefox again and it goes directly to Smartzone.  Okay, so now I'm thinking maybe there was a trigger to switch to Smartzone that doesn't work with Firefox.

Today I connect using Firefox, and it takes me to the old webmail interface again (where I can no longer receive email). I bring up Internet Explorer and it tries to go to Smartzone, hangs for awhile, then can't find the page. Occaisionally it drops me back into the comcast.net page with the impression that I'm not logged in.

So, I wonder why we aren't given the choice to continue using the previous webmail interface, for those that were happy with it. In my little taste of Smartzone i've noticed that the reading window is shrunken down so much that it's not easy to read a large message, on top of that I can't find any way to decrease the font so that more of the message would fit in the window, and even worse, many of the emails get formatted so everything is double-spaced.

Secondly, after reading some of these messages, I have to wonder how well this Smartzone was tested before being forced on the customer...

[maycats]

And just how do you suggest using g-mail or another service to access the e-mails that have been sent to me at the Comcast site?

[TheNut]

I can tell you this didn't just start at 8PM, its been on and off all day today. I've also completely lost sent e-mails, which is another first. I know for sure I sent them, but they are not in my Sent box. They may have tested this new system, and I know they've been tweeking it, but they probably could not test it with full users access where everyone is loading up the bandwidth and maxing out their servers. So I have to agree, better preparation was needed and for the high cost, they should have had plenty of top notch tech equipment on hand to handle the load.

[Trish823]

They really should have worked out the "bugs" with the smart zone before "blessing" us with this new technologically advanced (LOL) email.

I hate it. It's slow, unpredicatable, way too small for my forty year old eyes to see, and not user friendly in any way shape or form!!!!!!

The delete button is gone and replaced with just a trash can. Reply is now an arrow....What's up with this.

I will be slowly transferring my email over to my Yahoo as my primary email address.

[TheNut]

StrayCat, my wife had the same issue with the page loading extremely slow or not at all for Smart. When your using IE and this is happening, look at the URL, it will end in /Zimbra/Mail# and a number. First, remove this /Mail# and replace it with /Zimbra/h/Home then after it loads, look in preferrences, and check the quick version and save. If it does not take you may need to delete your cookies and try again. Then your IE should load with the Zimbra/h/Home and work OK. Not sure whats up with Fox I don't use it.

Message Edited by TheNut on 10-28-2008 07:27 PM

[gapooh007]

I am really getting P****D off here.  Does anyone have Comcast's CEO's name/phone number so I can call him directly????? I refuse to deal with customer NO SERVICE anymore.

(I just tried to post with my **** word in bold, using Comcast's html... and now I get this message:

Please address the following to complete the message posting:

• Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.)

[twisk]

well at least there is an ETA repair time.   (unlike the problems with the webpages)

I guess I can wait 2 hrs.....   I hope they are working on the speed also,  My SmartZone has been so slow since it turned over on Sunday.  So much for the high speed internet.  This is slower than my old WEBTV used to be so many years ago

& Comcast keep asking why i won't switch my phone service also.

[gapooh007]

btw... why was I not even notified that this wonderful new interface was going to be introduced and given the opportunity to decline this added blessing?

[evie210]

Good grief. It isn't as if this is the first time an email server has "broken".

To all of you ranting about SZ and the server, guess what??!!!

The same thing happened before a few times. When it was plain webmail-you know, the interface that was used for a few years BEFORE SZ.

You all seem to be associating an issue with a particular product, acting like it's never happened before.

As stated, things break down-there are things in this world that cannot be controlled.

I would love to get to my Comcast mail-my daughter-in-law sent me new pics of my grand-daughter.

Ask for compensation, and if you get it, don't expect a huge amount.

If you are lucky, you may get a few cents credit on your next bill.

And to rtcomputer-is it time to fish or cut bait? Go ahead and switch providers. Enjoy the internet with whoever you choose to switch to. 

Message Edited by evie210 on 10-28-2008 09:31 PM

[wtfigoih]

If it lets me paste the url, go here: http://consumerist.com/consumer/executive-customer-service/email-addresses-for-comcast-executives-320438.php

Otherwise, search The Consumerist web site for Comcast and you'll find a list of executive email addresses.

You are welcome.

[CoralRives]

Yeah, it's called Beta testing....???....????

[thefuture]

anyone know when FiOS is coming to atlanta?

[southendjohn]

>btw... why was I not even notified that this wonderful new interface

>was going to be introduced and given the opportunity to decline this added blessing?

You're kidding me, right?   I actually got sick of the month's of emails that "smartzone was coming". There's NO way you could be in the dark.    And it's something they were changing to, so there was no way to decline.    (and I do agree the rollout could have been a lot better (and actually worked.))

[Sj]

It started much earlier today, came back to work for awhile, then totally quit tonight - central time here. I find it strange that there are no reports of the outage on the phone the two times I called today - if I'd heard one, I would have hung up & not waited on hold.

While I'm at it, how about some nice soothing music while we're placed on hold - we're captive audiences & really don't need to listen to the awful music over & over again or have to listen to the same commercial for some of your other products 3, 4, 5, 6, etc times, over & over again.

It results in 2 things:

1. We hang up before talking to someone - 'course, maybe that's the idea ...

2. We are pretty irritable when we finally get a support person ...

Not the best way to establish good customer relations.

First time at your new forum format - very confusing - not sure if I'll ever get back to see any or all replies.

I wonder if the whole move to SmartZone is the reason for the e-mail fiasco ???

Ah, I'll check "E-mail me when someone replies."

But I can't get e-mail right now!!!

Sj

[CoralRives]

Must be a fun night to be a moderator!  LOL

[DOWNER12]

This "Smartzone" thing has been nothing but trouble ever since it was forced on me. I cant open most attachments in my emails and now I cant even get my emails at all. I pay over 50 bucks a month for Comcast and have for a very long time. I am seriously re-thinking my internet choice. This isnt working for me at all.

[frankjcapp]

What a load of BS .. I've had this problem ALL DAY LONG. When I called tech support, the woman I spoke with had some "vague" idea that there were "some problems" with email. And now I'm seeing ppl from Atlanta, etc (I'm from Boston) having issues.

AND SHE HAD A VAGUE IDEA? WTF? Who the **bleep** is minding the store over there????

I swear on my father's grave ... as soon as FIOS comes, I'm outta here. I spent thousands of dollars over the years with this BS company, and if Verizon was smart, they would roll it out as soon as they could possibly do it ... they will have DROVES of **bleep**off customers flocking to their service. And I will be at the front of the line.

They over charge, they're rude on the phone, their offerings are less-than, and they can't keep a decent, competent technical staff on staff. I can't WAIT for the Roberts brothers to see their corrupt little empire fall apart.

[maycats]

I keep seeing people refer to the East Coast having problems--we are way down in south Louisiana, and my e-mail has been out for over 3 hours. After waiting for 366 others in Live Chat, they told me it was a upgrade and would be completed within 30 to 60 minutes. After going back and forth, they asked if there was anything else they could help me with.....I asked if they were serious, and received a yes answer.

During the post, they asked for a working phone number to call me about the "upgrade" progress. I told them my phone works fine (not with Comcast) and that I was sure they would not call.

[wtpronnilok1123]

<removed> I totally understand that they are working on this problem but to treat us like idiots is adding insult to injury. <REMOVED>

Let me know that the system is changing. Maybe I missed it but if I would have known I would definately have some sort of back up.

Next time well there won't be one. I have learned my lesson. Comcast is not capable of having a problem, fixing it, and still have good customer service. <REMOVED>

Moderator note: Do not insult other members of the forum. To do so is a violation of the rules and may result in temporary or permanent suspension. 

Message Edited by charvey on 10-29-2008 08:36 AM

[predsfan]

I absolutely concur with all of the frustration with this SMARTZONE being thrust upon the consumers with not only a hike in our monthly service fees but no communication whatsoever about it.  I MISS THE OLD COMCAST!  If it ain't broke... don't break it!

 I agree with compensation for lost time.  I too use my computer for work and for athletic manager duties which I do in the evening and I have had nothing but problems since SMARTZONE has put me in the twilight zone... I can't send or receive half the time... always gives me errors so I have to try to resend multiple times... I too have lost emails and had people calling telling me my email comes back as undeliverable... YOU NAME IT, IT HAS HAPPENED since SMARTZONE.  I too am ready to call it quits.  I understand computer glitches but what I don't understand is a MAJOR COMPETITIVE (?) professional organization not being organized on introducing a new system and taking care of the customer with at a very minimum communication on the front end and now during this problem time.  Totally unacceptable for a customer service organization.

 VERY, VERY FRUSTRATING and we all know we have enough to be stressed about without not being able to communicate.

[wtpronnilok1123]

Yeah I forgot email me if someone posts. Yeah right what a joke.

For all the good people working on the problem, Thank You. <removed>

Moderator note: Do not insult other forum members.  

Message Edited by charvey on 10-28-2008 11:29 PM

[Sj]

I was told twice via the phone today that Louisiana was one of the states involved w/ the outage ... that was in response to my asking what parts of the country were involved ... a bit vague in the answers but it did include my city/state (?) & parts of the south, including Louisiana ...

Really didn't get precise answers but your state was mentioned twice

Sj

[wtpronnilok1123]

<removed>

Message Edited by charvey on 10-28-2008 11:32 PM

[Sj]

Curious ... who's marking my posts here as helpful?

I don't think it's me ...

???

Sj

[ilikewhatiknow]

At 11:34 PM, it's still not restored for me here in NJ. My toolbar now shows that there are 9 messages in my inbox (wasn't even getting that before), but still no e-mail access.

[maycats]

Gee, they knew it was out in Louisiana--and yet the Live Chat tried to tell me it was a short upgrade??

That goes along with everything else wrong, I guess.

And we don't even have a hurricane this week!!!

[richardwilson]

maybe on your computer. 11:45pm I am still getting the message page can be displayed. I am in N.J. It is been out since 6:00 pm here.

[4CrawlR]

Still busted here in California.

Been out since 3PM (PDT) and nobody can give any estimated time to restore service.

Oh, and according to the Live Chat folks:

Victoria(Tue Oct 28 2008 23:26:18 GMT-0700 (Pacific Daylight Time))>

As for crediting your account for the email maintenance, we do not charge for email accounts. That is a courtesy service we offer you with your internet service.

And from Ron at Advanced Tech chat: "No one has a time frame"

Message Edited by 4CrawlR on 10-28-2008 08:47 PM

[wgossage1]

I still can't log in via SmartZone or on my phone, so it doesn't seem like it's fixed 100%.

[AmyP87]

I do not like at all way the messages are displayed.  It is a pain to have to open them in a new window in order to see the entire message.  I am on a lot of email lists and get a lot of emails everyday.  It is very difficult and annoying to read them all with the new way Smartzone displays them.  Is this something I can adjust?

[VickieLyn]

I still can not log into my email.

I just tried..

And when I tried to log in.... a different page came up!

What the heck is Zimbra??

[ydrone]

Still no access in NJ.

tracert mail.comcast.net - just hopping along the U.S.

....

3     9 ms     8 ms     8 ms  ge-6-2-ur01.hersheymills.pa.panjde.comcast.net [68.86.217.49]   
  4    11 ms    11 ms    10 ms  be-15-crs01.ivyland.pa.panjde.comcast.net [68.85.192.213]
  5    11 ms    11 ms    11 ms  be-40-crs01.401nbroadst.pa.panjde.comcast.net [68.86.208.33]
  6    12 ms    10 ms    10 ms  te-4-1-cr01.philadelphia.pa.cbone.comcast.net [68.86.72.9]
  7    13 ms    14 ms    14 ms  te-9-1-cr01.mclean.va.cbone.comcast.net [68.86.68.1]
  8    20 ms    19 ms    19 ms  te-9-1-cr02.pittsburgh.pa.cbone.comcast.net [68.86.68.125]
  9    23 ms    23 ms    22 ms  te-8-1-cr01.cleveland.oh.cbone.comcast.net [68.86.68.117]
 10    33 ms    33 ms    33 ms  te-9-1-cr01.chicago.il.cbone.comcast.net [68.86.68.22]
 11    47 ms    47 ms    47 ms  te-9-1-cr01.omaha.ne.cbone.comcast.net [68.86.68.30]
 12    72 ms    57 ms    57 ms  te-9-1-cr01.denver.co.cbone.comcast.net [68.86.68.42]
 13    57 ms    57 ms    58 ms  te-9-1-cr01.denverqwest.co.cbone.comcast.net [68.86.68.146]
 14    70 ms    69 ms    70 ms  te-2-1-cr01.santateresa.tx.cbone.comcast.net [68.86.68.150]
 15    88 ms    87 ms    87 ms  te-8-1-cr01.losangeles.ca.cbone.comcast.net [68.86.68.81]
 16    99 ms    98 ms    98 ms  te-9-1-cr01.sacramento.ca.cbone.comcast.net [68.86.68.69]
 17   100 ms    99 ms    98 ms  te-1-1-ar02.emeryville.ca.oakl3.comcast.net [68.86.72.150]
 18     *        *     68.85.197.26  reports: Destination net unreachable.

Trace complete.

[ilikewhatiknow]

11:50 PM in NJ....I'M IN!!!

[ktwohig9]

23:49 EST and still no outlook express access nor Smartzone access so this issue is not resolved. Massachusetts.

[prismacolor2]

I'm in Boston and I haven't been able to get my mail through macmail or on-line at smart-zone.  Very frustrated like the rest of you. Hope Comcast gets it together.