Email messages 'fall off' phone

I have a user who recently upgraded to a Samsung 4 Android phone. His previous phone was a blackberry and he experienced no issues with receiving email. Comcast hosts our domain email account. He is now reporting that his messages "fall off" his phone - or basically just disappear, often times before he's had a chance to read them. I've had him go to our phone provider with the appropriate SMTP/POP server information and they claim that everything is correctly set-up on his phone. Since he is 3-4 hours away from where I am I provided him with our Comcast acct # and asked him to call tech support - where he was told that Comcast does not host our domain so they could not help him.

I'm hoping someone has a suggestion as to why this might be occuring.

Thanks.

Responses

VBSSP-RICH

Advocate

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1.4K Messages

10 years ago

Hello RPSinfo and welcome,

First , if you could provide your email address suffix , the is to the right of the @ sign, we could then make sure your email is not hosted or under Comcast.

Look forward to hearing from you for further support...

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Comcast_Jon

Administrator

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1.5K Messages

10 years ago

Hello RPSInfo,

Welcome to the forum.

As VBSSP-Rich has requested can you post for us your domain name?

Thank you

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RPSInfo

New Contributor

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13 Messages

10 years ago

Our domain is @rpsimaging.com - comcast does not host our website, but they certainly do host our email.

Thanks,

Bryan

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Comcast_Jon

Administrator

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1.5K Messages

10 years ago

Bryan,

Thank you for the information.

Based on your original post this appears to be setting issue either on this phone or on a different computer.

Can you clarify for us the following?

1. Did this email user setup their email account on a computer using the PoP3 setting?

2. Does the message "disappear" in the webmail as well?

3. Did the user remove the email setting on their previous smart phone?

Thank you

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RPSInfo

New Contributor

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13 Messages

10 years ago

John -

1) I have the user set-up on his laptop using the standard smtp & pop servers I was given when we signed up with Comcast, those being - smtp.hmc1.comcast.net and pop.hmc1.comcast.net

2) no his emails do not disappear from anywhere other than his phone

3) I believe the old phone was wiped clean, but I can certainly verify that with the powers that be here.

Thanks,

Bryan

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Comcast_Jon

Administrator

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1.5K Messages

10 years ago

RPSInfo,

Thank you for the information.

Based on it this appears to be setting issue on the email program this person.

It could be either auto-delete or sync issue on it.

This is what I recommend for troubleshooting.

1. Save all email, contact, and calendar information.

2. Consider using a different email app and test if the message fall off

3. Temporarily have the user use the webmail access while troubleshooting.

Thank you

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