E-Mail and Xfinity Connect Help

[ellycat39]

I have not been able to access email from comcast online on either my home pc or my work pc.  I know others are having this problem, but when is it going to be fixed?

Losing my patience in PA.

[jillybean62]

Amen!  Frusterated in MI

[JR071702]

I would try each of these steps in order - retrying getting into Xfinity Connect after each step:

1) Clear your Internet Cache and History and clear your browser cookies.

2) Reset your browser to the default settings.

3) Try a different browser - Firefox, Chrome or Internet Explorer depending on your current browser.

JR

[BethKatz]

You might also try the mobile site - m.comcast.net - just to get your email. Not a solution, but a way to get the messages and lower your stress level.

[Anon924224]

If any Comcast moderators are listening....

Here are some details that I hope will help you.

Up until yesterday everything was fine.  I then changed the password on my wife's email account.  

Since making the change she can log in and see mail using comcast.net.  However, her logon on fails when using Apple Mail on a Mac, Outlook 2010 on a PC, and her iPhone.  I am positive that the account set ups and passwords on the three mail clients are correct.   I am positive of this because they worked before the password was changed, and because even if I am not talented enough to set up an e-mail account what are the odds that I messed it up three times?  (in case your wondering, I have a Masters Degree education in IT and have been in the industry for 33 years.  I can set up an e-mail account, trust me.)  Even so, just to be sure I typed the username and password into a txt file, and used cut/paste to log in on the web, and to set the account a password in the mail clients.  So there are no typo issues here.

One additional bit of information.  I logged on to her account using comcast.net.  I changed her account to forward her mail to my e-mail address.  The account says that forwarding is enabled and the account being forwarded to is correct, but her mail is not forwarding.  So it would appear that Comcast servers are not updating some account settings when they are changed with the web client.  This may be a clue to the issue.

The problem is NOT on the Mac, as the same issue exists on the PC and iPhone

The problem is NOT on the PC, as the same issue exists on the Mac and the iPhone

The problem is NOT on the iPhone, as the same issue exists on the Mac and the PC

The problem is clearly on the Comcast side.  

I called 1-800-comcast.  The first person I talked to was trying to walk me through settings in Apple Mail.  Trouble was she was telling me to click on buttons that are in Safari, not Mail.  When I asked if there was a Mac expert I could talk to, she transferred me to Apple Care.  She should be fired.  Fail.

The second call got me a nice fellow who told me that they could not trouble shoot mail clients.  So if my accounts were set up correctly he could not help me, even though it is Comcast servers refusing the log in.   When I mentioned that the problem was also happening on the iPhone he offered to transfer me to a group that did support iPhones.  After waiting on hold for 5 mins I was hung up on.  double fail.

So, account name and password work on the web, but nowhere else.  Account settings like Mail Forwarding are ignored.

[CCCarole]

One of the Comcast Moderators posted this is another thread around Noon Eastern time:

04-07-201212:43 PM

Thank you for your posts on this issue. I work directly on the Xfinity Connect Email platform. We have identified the root cause of the username/password login errors related your email account from smartphone/devices, and/or pop client applications.

We expect to have the problem resolved with 1-2 hours. Please retry re-authenticating with your devices around 3:00 pm EST. We apologize for any inconvenience this may have caused.

If you need to view your email prior to this time, please login via web through: http://xfinity.comcast.net/ using your newest username/password.  

Best Regards,  Xfinity Connect Team 

[Anon924224]

As of 9:48pm Eastern Time, the problem is NOT resolved.  Please try again.

[ChuckM1]

I'm still broken as well.

Last week I was getting "invalid username/password error" from all my access points (Outlook 2010 client, xfinity web site from PC w/ IE9, and mobile site via Android phone) for one of my 4 email accounts.  Password reset fixed the issue.

All three were still working last night, but this morning Outlook 2010 stopped working for the same email account with invalid username/password during receive, but send is OK.  Also, I can still login to the website and mobile web site with this account. 

The 3 accounts that are OK are never accessed via mobile web site on phone.  Perhaps this is the issue.

Need fix!!!

[BethKatz]

I don't have any additional insight. However, you might try complaining at their customer feedback link: https://www.comcast.com/Corporate/Customers/contactus/ContactUs.html These things seem to happen around holidays. Remember that it is Easter weekend and you probably won't get an answer. Yes, Comcast is a telecommunications company that should have people covering at all times. But we've been asking about the email password and POP mail issues earlier in the week with no good response. Despite being sponsored by Comcast, they mostly ignore this forum.

[VfwCST]

Lost just about a full day on the same issue. Email on IPhone was working fine until the following. I attempted to log onto my Comcast account on my PC to print out an email attachment. Panicked that my account was compromised called Comcast and they gave me a temporary password. I was able to log on and then change my password for another. All fine there. Then went to change it on my iPhone. New password would not go through. After multiple attempts, deleating account, resetting account, backing up and restarting, etc...I went to Verizon. After an hour of them doing the same, I went to the Apple store. Same thing! Can log on to account only via Comcast website. iPhone only works with old password. On other devices such as iPhone, iPad, etc, account will not take new password, whereas on comcast site only new password works. I was at the Apple store until after they closed last night. They have never seen anything like this before. My concern: am I hacked? Are all comcast customers hacked? If someone logged onto my account and sent out email or a virus using my account, I would not know.

[ChuckM1]

My Outlook client is working this morning.  I'd like someone from Comcast to acknowledge / verify that something was fixed.  Until then, I'm afraid to login to the mobile website via my Android phone because it may break my account again.

[Anon1334809]

This is pretty weak Comcast.  My wife's account is suddenly experiencing the exact same thing.  All of a sudden her email was not working with Outlook, her iPod Touch, or her Nook.  I told her to change her password, which she did.  Now she can log in to her email through the website, but none of the other email clients are working with her new password.

Am I going to have to keep a Comcast CSR on the phone all day on Easter?

[Anon1334809]

Ha, figures.  As soon as I posted this, it started working with Outlook anyway.  Obviously some tech woke up and restarted some server.

[CCCarole]

Have you all read Mesage 6?

[Anon924224]

I did read message six.  The issue was still not fixed several hour after message six indicated that it would be resolved.  I posted to let anyone at Comcast who might be looking that it was still not resolved.

As of this moment, the issue appears to be resolved for me.

If the two people I spoke to on the phone had said, "It looks like everything on your end is OK, I will log a trouble ticket to our technical staff to investigate this.  May I have an e-mail to use to contact you when more information is available?". I'd have been a lot less angry.  Instead I got to talk to someone who was telling me to change Safari setting in Mail and then transferd me to Apple Care, followed by someone who told me, well, if your end is set up OK I can't help you.  Really?  REALLY?  My end is set up OK would say its not MY issue, but YOU CAN"T HELP ME!

Most people, myself included, understand that technical issue happen.  That is not my issue.   My issue is a company that thinks the two interactions above qualify as Customer Service.  

Now if someone could explain why any e-mail sent from our church , or from my Sister-in-Law's school, to any Comcast customer simply vanishes into the ether that would be great.  The technical staff at both organizations have been trying to figure that one out for weeks.  If your even thinking about going with Comcast Business Class I hope your OK with e-mail that vanishes and a customer support team that is worse than the BMV.