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Why can't Comcast recover my missing inbox?

I posted this as a reply and didn't get a response, so will try here:

I've lost my email (twice), everything I had in my inbox. The first time I ignored it. This last time, I called Comcast. I was told I would get a return call, but I didn't. On the fourth day, I was told my case had been "resolved"; and they couldn't find it. I'm not so sure they tried very hard. The customer rep did offer to try again, but wasn't optimistic. She also tried to sell me digital voice. I don't think I'd want to risk losing my voicemails, too.

I'd like to know why this occurs and question if it is reliable to use Comcast email or not. It seems like there should be some back-ups to recover lost emails if this is a problem. I really would like to have an answer. One rep told me it happens. But I also got comments like "Maybe you deleted it."

Thank you.
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  • Jazzmom,

    I apologize for my delay in getting back to you. Please email our team at We_Can_Help@cable.comcast.com. We'll investigate your email issue and see that your concerns are addressed.

    Kind Regards,
    Melissa Mendoza
    Comcast Customer Connect
    National Customer Operations
    We_Can_Help@cable.comcast.com
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  • I too have lost my comcast inbox twice in the last month or so. This morning my inbox had over a page of items, just logged in there are only 4 emails in my inbox. Only 1 from today. All the others are gone. Thought I would check to see if anyone else reported this problem. Now, I see there is an issue. I am calling. The first time this happened, they couldn't do anything. This is not acceptable!
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  • I had the same thing happen to me this week. Comcast reps told me the same thing. First they tried to tell me I deleted it. Then they told me it was due to a migration of email to the new Smartzone upgrades. I ask them if they backed up email when they migrated files like normal businesses, and they said no, acted like I was crazy. After repeated attempts to resolve this week, they said there was nothing they could do. They even said they sent out a letter and email warning folks that email could be lost during the migration period. I could find no such warning in the email or letter. Bottom line, call someone higher up and get some kind of payback, like a free year of internet. That is the only option at this point.
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  • I finally got a response and was able to recover my inbox. Try the following -

    Dear Valued Customer we apologize for the recent events with your email and are emailing you to offer a bit of a solution for viewing your old emails
    1. Log into your Smartzone Acct.
    2. Once logged in type this website in your address bar - mailcenter.comcast.net
    3. This will take you back to the old format of webmail, it should pull up all of your old messages
    ***You will have limited functionality in this site***
    4. The only known way to get messages back to SCC would be to Fwd them to yourself so they can show back up in SCC
    Again We apologize for the inconvience
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  • This has happened to me also and Comcast told me they had no way to recover my emails. I lost important recipts. I lost all my inbox emails prior to February 4th just a few days ago (It's March 17 today).
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  • Melissa-

    Did you try the following to recover your email?

    1. Log into your Smartzone Acct.

    2. Once logged in type this website in your address bar

    3. This will take you back to the old format of webmail, it should pull up all of your old messages

    ***You will have limited functionality in this site***

    4. The only known way to get messages back to SCC would be to Fwd them to yourself so they can show back up in SCC
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  • I just lost all of my email too and I received an email saying "nothing can be done to restore it" and my case is "closed". That is completely unacceptable for an email provider to wipe out all of your email and not offer a resolution or a back up. I was using Comcast web server. Worse, after my initial contact which offered no technical solution, I have not been able to speak with a real person at Comcast after 5 days of attempts to resolve this issue. I received an email saying "email cannot be restored".

    The email went on to say that the loss of email was due to a new email application provider or a new smart device set up. I have neither

    If it is true that they cannot restore email, which I cannot bellieve, but if it is true, then everyone should move away from using Comcast email service immediately because there is a huge reliability issue.

    I wish I was a lawyer.
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  • I’m all of the above, except happy
    Comcast has lost all of my emails in my inbox. This is the 2nd time. I would think that a big company with big giant servers would be able to keep your information backed up and safe and secure; however NOPE this is not the case. They are telling me they can not retrieve my emails after 72 hours. I didn't notice that my emails were missing until the 73rd hour. NOW I"M SOL. And of course Comcast will blame it on anyone and everyone else. They wont' take responsibility for their incompetence. So much for going green. I will have to print out every email I get from now on. I guess going back to the paper trails is the only way to make sure you have all your data,,,,unless of course you have a fire; which is probably less chance of this happening then COMCAST screwing up.
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  • Comcast deleted several years of emails from my inbox- rep said nothing they can do. What kind of organization does not back up their servers? What a bunch of amateurs.
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