Loss of Email - F010762348
Resolved
Hi,
We are aware that some customers are experiencing issues with their email service and are very sorry for the inconvenience this is causing. Our teams are working flat out to fully re...
Forum Discussion
Hello. Could you please advise when I will be able to access my emails prior to 19th June? I have vouchers that will have an expiry date and will potentially lose money due to the issue at Virgin Media. Also will I be reimbursed for loss of monies if they are gone forever or not retrieved in time?
Regards
I’m the same. Thought my account had been hacked. An update would be appreciated eh.
Hi Motmender 👋
Thanks for your post, and welcome back to the Community Forums.
We have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.
Thanks,This issue has now been going on since 18/19 June - since then, there have been only two email updates to customers - 19 June and 23 June. It is now 28 June and still no access to any emails prior to 19 June. I would expect a daily update to affected customers, not silence. C’mon VM, please sort your customer service out - keeping customers informed is a first principle issue. Any update would be appreciated - but I shouldn’t have to trawl through VM community chat to find it. Thanks
When when when are we going to get our emails and folders back. 5 days ago I received an email apology stating that they hope to restore the data next week. We are now in next week with no update on progress. The word is COMMUNICATE. We all know technology isn't perfect and problems do occur but if you keep your customers in the dark then confidence disappears out of the window.
We have been with Virginmedia for years without any serious problems and excellent support when we have had a problem. We are now beginning to wonder why we bother.
I’m in the same situation and getting increasingly annoyed with VM. I’m worried the problem cannot resolved. How many are the few customers affected. Is it too few for them to bother?
Although VM messages keep saying "a small number" when I spoke to Fault Line (I can't use the words Customer Service!) the agent told me that 90% of users were affected. Clearly someone is not telling the truth
Virgin Media - Please provide some detail about what has gone wrong, why, and most importantly when we'll get access. Even if you don't know when you can fix it, provide some feedback on what can be done for people with lost tickets, vouchers etc that are time critical. The copy-and-paste "update" is like banging your head against a wall.
Hi I got an email from virgin yesterday saying I wouldn't have access to my email overnight but then the email should be back up and running today. I still don't have access to my historic email pre 19th June and now I am really worried !!!!!!!!!!!!!!
Hi Frank2022 ,
Welcome to our community forums and thank you for your first post.
Sorry to hear you are having issues accessing your email as well as retrieving historic emails. We can understand the inconvenience caused and want to best help. Are you able to get access to your account today? If not what error message do you get? In regards to the historic emails, we have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.
Thanks,
I am also having this issue, still unable to access my emails from before 20th June, have some very important emails that I need access to!
I do feel that we now are very close to the stage of having to assume that VM have ‘lost’ all of the old ‘historic’ emails, and they simply aren’t coming back - ever!
It is unlikely that VM will ever make any sort of official statement to that effect, but, what you need to ask yourself, is this; ‘how long do I keep on waiting for my old emails to appear?’ At some point you will need to work on the basis that they aren’t!
Leaving aside any ‘compensation’ claims, which, it is arguable if anyone is entitled to anything, but it could be months if not years before being sorted - in the meantime, if necessary, what can you, personally, do now, right now, to mitigate against this? Who do you need to contact, which emails do you need to be re-sent (probably to a different non-VM address). Realistically, what will or can you do if, and it is still an if, VM simply throw their hands up, announce that they have suffered from <insert various reasons here>, and that everyone’s old email has gone, they have tried for three weeks to restore it but have now concluded that it is no longer possible and have abandoned any further attempts to even try! They are very, very sorry, but it is what it is....!
What do you, and all other customers in the same situation, do, to get around this?
After being told that service would be down last night between midnight and 6am, there are still problems - no emails since 06:22 and cannot access emails on the web via My Virgin Media. I am seeing a message on the service update page saying it will be fixed by 13:00. I have to get email working asap today even if it is just live emails since 19 June as we have had recently. VM - please use your website to tell people what is going on. Note - you say you will tell me via text, but you never
Still no emails - update now says 17:00 today/. What level of confidence do I have - nil! This is beyond a joke - closing in on 2 weeks without any email history - how much compensation will that be - it surely must run into several hundreds of pounds if not more, for the inconvenience, hassle and wasted time. C’mon VM, please sort this out.
