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 restore all emails as soon as possible.
ModTeam
Update 13/07/23 - This has now been resolved. If you are still having issues, please make your own separate post giving as much detail as possible.
Hi - I have 2 ntlworld.com accounts and emails are now not sending on either - I just get an error message and then can save them to drafts.
I'm sure it's connected to whatever they did in the recent upgrade/downgrade but no idea what.
I'm using Virgin's own online email, not related to Outlook or the client etc, just not working - after 2 days of downtime in the last month I'm pretty frustrated - any idea what is going on? Is it just me?
TIA
I have sought a definitive update from these pages reference the continuing instability and unreliability of Virgin Media's email service, but to no avail. Can someone in authority please acknowledge that there is a serious ongoing email imap server problem, and unambiguously clarify to all affected users, what is causing the problem, what is being done to fix it, and when proper email service will be restored. I'm sure anyone viewing these pages can gauge the high levels of frustration and dissatisfaction associated with poor/no updates and communications.
Totally agree with you that the issue is most definitely IMAP related, sending and receiving is sporadic at best, but the synchronising of folders has just completely failed. I'm having slightly more success receiving e-mails on mobile device....it is painfully slow though. Frustrated at a lack of proper acknowledgement that the issue exists.
Details on what the issue is would be appreciated, rather than.......
"There is a current email 'issue' which we are working to resolve".....i think by the responses on here we are all well aware that there are issues. Its the lack of detail & acknowledgement that frustrates everyone.
still not getting e mail on my mobile just a spinning wheel,opened up outlook on my desk top and it asking for user name and password which is already filled in,when i click ok tells me my details are wrong,nothing but problems with virgin e mail for nearly 2 weeks now,can someone tell me how to recover my outlook user name and password and when will mobile phone e mails be working again ?
Hello
Since VM's maintenance work 29 - 30 June, I've been unable to access my blueyonder email accounts. With passwords being rejected, I tried removing the two accounts from Thunderbird (I have often successfully done this before) and reinstalling them. Nothing I did would work to get them back. I suspect it's a password issue (I had also tried resetting account passwords). My password for My Virgin Media will not work either. I am still getting emails for these accounts on my android mobile phone, but not on my computer (using Thunderbird). When trying to reset password, I'm getting the message that it will not accept Blueyonder email addresses.
I'm desparate to get reconnected - rely on these email accounts for work purposes. Please help.
Hi
I am a business owner and have all my past 10 years on email folders and they are all lost this is gonna cause me financial implications and I have had nothing from virgin to explain it up date me on why this has happened and when it is all going to come back ?????
The phone probably uses imap.blueyonder.co.uk and the laptop probably uses imap.virginmedia.com , see if they are using different servers and set the non-working device to match the other.
So ironically I have just had a phone call from VM in response to the complaint I made last week to them regarding the lost historic emails. He asked me if all was working well now the problem had been resolved.....!!!! I politely told him that nothing had been resolved and he said he had been informed that my complaint was now resolved and closed!!!! Poor fella got my frustration full throttle and ended the conversation saying he would escalate it and get back to me........Im not holding my breath.
firegirl wrote:So ironically I have just had a phone call from VM in response to the complaint I made last week to them regarding the lost historic emails. He asked me if all was working well now the problem had been resolved.....!!!! I politely told him that nothing had been resolved and he said he had been informed that my complaint was now resolved and closed!!!! Poor fella got my frustration full throttle and ended the conversation saying he would escalate it and get back to me........Im not holding my breath.
As you are obviously aware, he won’t actually get back to you! The thing to bear in mind is that, the ‘poor fella’ is literally as much in the dark as you are - nobody, absolutely nobody that any customer speaks to in VM’s customer services has any idea of the issues, what caused it, what is being done or how long it will take, if, indeed, it ever gets fixed!
And that, alas, also includes the forum team here, who, probably are given some kind of daily update as to how to respond to queries, and I suspect said update consists of ‘just copy and paste this, fairly meaningless, paragraph to everyone, nothing more, nothing less - or else! And I’m sure that all of the team members are fully understanding that this is doing nothing other than raise blood pressures and making customers even more determined to dump VM completely, on the grounds that they are, well, completely incompetent - yes, we all know that sometimes things go wrong, occasionally catastrophically wrong, and customers will have lost data permanently and won’t be pleased.
However, what annoys customers even more, is having their chain jerked, most people really aren’t idiots and can spot a ‘damage limitation exercise’ a mile away! Say nothing, spin it out, make, fairly meaningless statements which don’t change or reflect the reality on the ground, typical knee-jerk reaction by a company’s marketing department, well assuming that you are a company who wants to go out of business in the next five years anyway!
Yea, I think they are kicking the can down the road too, expecting customers to eventually just stop complaning. I am starting to get spam through though - and some of that's coming from fake domains with no IP info - It's like their email servers are open season at the moment..
I can't help but think there's multiple issues, every "test" email I have sent has gone (though IMAP sometimes reports failure) but I really am not sure if they are going - and if the servers have been exposed too much then they'll be used as spam relays eventually getting blocked by the wider web. As VM is staying hush on everything then we can only guess - It would be nice if one staff member would speak up - cause I am sure someone has inadvertently found something out during a lunch break or some such form of "communication".
I know there's been some well documented issues regarding e-mail access (or lack of) during the past 3 weeks, but it seems that every Monday, off we go again on the same old trail... I'm a bit on the old fashioned side - I like Outlook, its what I used in business and I've got so used to it that its just second nature... I use it on my smartphone, which I have to say has been OK over the weekend, but then today when I log in via my PC - no chance in synchronising any of my folders and I keep getting send/receive errors. OK, thinks I, I'll take a look at the remote mail access via the Virgin website - the rotating logo is still spinning after 20 minutes... Is it just me? Is anyone else still having issues? What the heck are Virgin doing? Better still are they ever going to resolve this....?
Exactly the same here. Changed VM passwords, just in case. I can send in outlook but not receive. Primary and secondary email wont sync. I use gmail on outlook to. Wish I could scrap vm email but I have a lot of contacts tied up in them. VM should reimburse all users a goodwill payment. Thanks.
Just sent myself an email from works computer.
No sign of it on my phone!
i notice that the " intermittent warning " advice has ceased, does this mean it's fixed ? no, i still cannot send mails...
I do not know when 'early next week' becomes actually overdue but it certainly began 17 hours ago and we await the full explanation and recovery plan from the Director of Customer Services with bated breath. I would think that by Tuesday it is late and by Wednesday it is well overdue. It must be clear and concise as I am sure that you Axel are well aware.
I have given up trying to send emails via VM, I keep getting told that the email has been sent, but no copy has gone to sent folder, so how do I know its really gone with asking the other person in receipt of the email if they have received it, but I can't send them an email to ask them as I won't know whether it has gone or not.
I have a gmail address so I am sending emails via that address informing the recipient that Virgin Media have still not fixed their email system and if they have sent me any emails in the last 2 weeks to which I have not replied to resend them to the Gmail address for the time being.
I will also be spending sometime this week looking at alternatives to VM Email, switching is going to be a pain, but I see no option as the service is unreliable and I am concerned that the problem will occur again and they have no data recovery plan for emails especially for IMAP users.
I suspect you may be doing exactly what is wanted, new VM accounts do not get email, legacy accounts email made so unreliable they stop using it and VM can shut down the servers. Job done.
@abadonuk -- Hey there abadonuk.
I feel that there is some validity in your suspicion that VM are deliberately making their email service so bad (i.e., so unreliable) that customers migrate to other email services. I personally have migrated to Proton Mail (I chose the Proton Unlimited option) and Gmail. It's been a royal pain (and I am still working my way through updating all my credentials with the many websites I use), but I think it will be worth it.
As an aside, I feel that VM's willful denigration of their email services is a false economy for them, on two fronts:
(1) Reputational damage. If they cannot be trusted to run a reliable email service (for those existing customers who have this), they cannot, in my view, be trusted to run other services reliably. I have heard reports of widespread pixelation on VM television services, for example.
(2) Potential for loss of customers. I feel that there are a sizeable number of customers who were willing to stay committed to VM services, due to wanting to keep their VM email addresses (both legacy and modern). If the email provision becomes so bad that there is no argument to stay committed to VM, they will be more likely to consider other broadband suppliers.
Lastly, there's simply the argument that VM should be doing a lot better here, as a point of professional pride. If you have been providing a service, for years, to customers, and have explicitly stated you are going to continue that provision for customers who already have that service, then you should do the job properly, and not in this haphazard and incompetent manner.
