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jancoyle
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Message 1 of 22
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Email folders missing

Is anyone else experiencing ALL their folders and sub folders disappearing under this new system??  Mine disappeared completely yesterday and it is so frustrating as I needed information from one email that I had previously saved. VM please tell me that you have not 'lost' or erased them completely and that I will get them back??

I even tried to set up Outlook last week because of all the spam emails I was getting as some were very explicit but to no avail as VM were having issues.

I pay good money for a service that is not acceptable and when I phone up to discuss these issues with broadband and emails, only answer I get is ''sorry but our technicians are working on it'' How much longer do I have to suffer bad service as I think nearly 2 weeks is long enough and VM should be considering offering compensation to all affected customers and NOT putting an increase on our bills !!!

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dbritland
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Message 2 of 22
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Re: Email folders missing

I have the Folders but many of the emails in those folders have disappeared.

 

Seems to be from March 2015 onwards.

 

No sign from Virgin that they recognise this as a problem as yet.

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Message 3 of 22
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Re: Email folders missing

Hi jancoyle,

 

Thanks for getting in touch, it's concerning that you've lost email as a result of the move to the new mail platform.

 

All mail carried over should have been moved into a Google Mail folder or into one of it's sub folders, could you please check webmail to see if any of the missing mail is located here or in any other folder.

 

Please let us know if this is the case, if not we'll gladly investigate the issue further for you.

 

Kind Regards

Ralph_R
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ianbar
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Message 4 of 22
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Re: Email folders missing

I experienced the same problem yesterday.  All of my folders except my inbox disappeared.  I use webmail.  Logging off and on again restored them, and I don't appear to have lost any mails.  Does not inspire confidence and, as others have noted, the spam filtering seems to be behaving very oddly.

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mischief
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Message 5 of 22
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Re: Email folders missing

I too have all folders missing. I use Chrome. I note your previous answer below but how do I find a "Google mail folder" or "one of its sub folders" to check them?

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Message 6 of 22
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Re: Email folders missing

Hi mischief,

 

Welcome and thanks for posting. I'm sorry to hear you're missing folders on webmail.

 

I've provided a link here to our migration help page. The first question in the list explains where you can locate the Google mail folder. Make sure you click the small arrow next to the folder as this will drop any subsequent folders below it.

 

Let me know how you get on.

 

Kind regards

Stephen_B
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sunnybunting
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Message 7 of 22
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Re: Email folders missing

I too am having problems and have lost important medical and financial emails as a result - it is really not good enough! These are crucial and I need them immediately.

I have checked the gmail folders and these are just not right. There were lots of folders and now there are none of the originals. 

We are not happy with the service we get from Virgin and the charges are extortionate. One of the reasons we stuck with Virgin is because of so many people knowing our Virgin email - how we wish we hadn't now.

I would like to know succinctly and precisely how to get back missing files please. 

 

 

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Message 8 of 22
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Re: Email folders missing

Hi sunnybunting,

 

Thanks for posting and I'm sorry to hear you're missing some old emails.

 

I'v provided a link here to our migration help page. The first question in the list explains where all your old mail is now located. Could you double check this is where you have searched please.

 

Kind regards

Stephen_B
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sunnybunting
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Message 9 of 22
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Re: Email folders missing

Hi Steven B!

So as I said in my post:

I have checked the gmail folders and these are just not right. There were lots of folders and now there are none of the originals. 

 

So yes I checked and no I don't have the files - its a real problem for me as my son has a serious eye condition and we are trying to get his retinal images from the files to send to specialist. I can get them again but I am relying on the good nature of my opticians who tbh may well charge us. Plus I kept LOADS of stuff for my tax return on there - no one told us this would be a problem otherwise I would've taken pre-emptive action.

Sounds like I am not the only one to have this issue as per this thread above plus other comments I see in these pages and on other sites too - I suspect my info has gone for good - and that will not be good enough...

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Message 10 of 22
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Re: Email folders missing

Hi sunnybunting,

 

Thanks for getting back to me.

 

I'm sorry to hear you're not able to locate the mail in the folder I've directed you to and the inconvenience this may cause you. I'm afraid if the mail is not located in these folders then there's not much else we can advise going forward.

 

I have a statement for your from our email team regarding this scenario.

 

'All accessible email data was migrated from Google to the new Virgin Media Mail platform and we’re unable to recover any additional emails. We advise that you check all folders using Webmail, ensuring subfolders are fully expanded by clicking the triangular arrow next to the folder name. Emails which had labels on our previous email platform will be moved to corresponding folders, rather than grouped in the All Mail folder, which can make locating individual emails difficult. We apologise for any inconvenience this essential and complex migration may have caused.'

 

Kind regards

 

 

 

 

Stephen_B
Community Moderator

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