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.
historic emails have just reappeared, all seem to be present, thunderbird slowly downloading them all !!
a useful program to backup emails is Mailstore free for private use and seems to work well
hi did you have to do anything thanks john
Hi tkgafs. Does Mailstotre work with Webmail, or only with Outlook (or an external IMAP client / programme)? Thanks!
HI 73lee
Im one of the lucky ones as my historical emails appeared yesterday.......Im definitely no techy, but Ive managed to use Mailstore to download all the emails from VM webmail and it was relatively easy using my ntlworld.com address. All I would say is clean up the webmail before you back up to Mailstore.....10,000 emails were backed up including deleted stuff and emails that were sitting in my inbox that I had forgot to delete. Im now cleaning up both the webmail and the back up !!!! Lesson learnt, now giving out a gmail email address and working through informing organisations of my new email. Sorry VM, but I have lost confidence with you and my faith in you gone, I will not be afraid to look elsewhere now after being with you for nearly 20 years....
Nothing here yet. Guess I'll be a bit more patient
Virgin, it might be an idea to open another thread giving instructions re receiving/sending email on different platforms e.g. different passwords, settings may be needed etc. I am getting different server responses depending on the platform I use. Basically clutching at straws to see if anything works. I have several ntlworld & virginmedia email accounts. What I'm doing now is:
1. Logging in to webmail on Chrome via android phone. My most regular way for collecting mail on the go.
2. Logging in to Outlook on my pc. Been using this for 28 years to collect mail and store in various folders.
3. Adding ntl & virgin email details into gmail and logging in from an android phone to send & receive.
4. New set up on webmail using Chrome to forward all ntl & virgin mail to a brand new gmail account on my android phone.
I have varying degrees of success. Still no historical emails which were sitting nicely in my computer's Outlook mailboxes. A send & receive on 18th June and the whole lot vanished. Odd as I thought when they were on my pc they were 'safe'. My last mail backup was about 3 years ago and only when I got a new pc.
So, quite frankly, I don't know whether I'm coming or going. I desperately need the historical mails and a normal, reliable email service.
My historic emails all still missing, desperate for access to them, keep getting fobbed off with "we are working on it" where are they ?
I've spent over 2 hours on webchat with Microsoft who have categorically confirmed the problem I'm having accessing emails via Outlook is entirely Virgin Media's fault. So how long are we expected to put up with this exactly???? Like alot of people I rely on being able to use Outlook in their day to day activities, so just telling people you're working on it will only wash for a short while.
BigBadDad43 I appreciate that your issue may be connected with the recent VM email issues but it may not be.
Can you explain what exact issues you are getting with access via Outlook.
Also, it would help to know if you can access the email account concerned via VM mail using this link:
I can login via the virgin media Website and view the emails on there perfectly fine, yet using Outlook or Mozilla's email apps will not work. The problem seemingly lies with virgin media's imap and pop servers as third party apps have to rely on these to get access whereas virgin media's Website doesn't.
Okay - so thanks to the various responses, I am now able to access emails from apps on both PCs now. It came down to having to set a new, different, password for accessing email on Apps. Easy, once you know how! It's a pity no-one at VM thought to mention this change before they made! Or did they, and I missed it?
Derek_J wrote:<snip>
Or did they, and I missed it?
No you didn’t miss it, they simply made this change but neglected to tell anyone. In theory it’s a positive change, it does (slightly) increase the security on the email provision. The failure, though to actually publicise this to both their paying customers or to the customer services staff, isn’t so good. I do wonder just how much damage this has done to VM’s reputation in various customer’s eyes when they call up for help or post on here and both the CS staff nor the forum team, appear to be blissfully ignorant of what their own company has done!
Still, it is what it is.
It's a positive and a negative to be honest.
Their old system (lowercase letter + 9 numbers) was really quite bad and easy to brute force, then they changed it without ever putting a notice out to allow more complex passwords. Now they changed it again - without telling anyone - and copying the old password to the new "app" password. So now if someone who had the old password mirrored to the app password (Cause, that's what they have done) changes the main password without knowing to change the app password - they are still exposed!.
Now, is it stronger - 4 words of 4-5 word random dictionay mixes .. Yes that's going to be really strong if they use all words - but I suspect the list is shorter than all words...
Great to read that some IMAP users are seeing the re-emergence of their missing Emails. Back them up quickly is my advice. This could clearly happen again, whether at VM, Gmail or any other provider.
We do all so much reply on "paper-free", but the risk without backups has become patently clear. Anyway, if VM can recover everyone's Emails, that will be a great result, even though it is taking them weeks.
POP3 is more limited (no synch between multiple devices) but with an Email client such as Outlook or Thunderbird, the Emails do download from WM and then sit in *.pst files on ones hard disk. The impact on me only lasted around four days but my historic Emails were always safe.
Like many others, I have lost faith in VM. Their communications have been inadequate. The trouble is - if I move to a new provider, I will have to change my Email address on God knows how many websites, let alone inform numerous contacts. It could take days and I would risk missing important Emails during the transition.
Do the experts on this forum have any advice?
HenryQ wrote:<snip>
Like many others, I have lost faith in VM. Their communications have been inadequate. The trouble is - if I move to a new provider, I will have to change my Email address on God knows how many websites, let alone inform numerous contacts. It could take days and I would risk missing important Emails during the transition.
Do the experts on this forum have any advice?
Can't claim to be an expert but ...
From my own past experience of doing this, you should do it gradually bit-by-bit as it can be time-consuming.
Get your new email account set up and running, then start working your way through your online services. I started with the most important ones first (banking, main online shopping, utilities etc.) and changed those and worked my way through to the least important until all were swapped over. You may find that some may not let you change usernames linked to an old email address or you may get held up by a long-forgotten security question but keep chipping away at it until it is done.
Also use it as an opportunity to beef-up your passwords and security on different sites (unique/strong passwords per site, 2FA where possible etc.)
I left my old VM addresses running for a year so as to mop up any annual messages such as insurance renewals etc. which I might have forgotten about.
Also be prepared for those friends/family members who, despite you telling them at least 10 times of the change of address, complain they can't get in touch with you!
Good luck with the move!
I cant access my email accounts through virgin media webmail in chrome. I dont use email clients (like outlook etc) I just log in on Chrome on the virgin media website. Both my email addresses I have had for years are marked with a black triangle with a white exclamation inside and when I click on them I get 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them'
I have not changed any settings at all.
Since people appear to be getting emails now what exactly is the procedure to get it working again. Am I supposed to change a password somewhere to use the web app now. If so, where exactly do I change this password and why have Virgin not made this information clear ??
I've generated the app specific password and this works fine for my Outlook on my laptop but does not work for Outlook on my Samsung phone. Very frustrating
solved it by deleting outlook account on phone and setting it up again with new app password
Well my Outlook on Android won't log in to any of the servers (virginmedia or ntlworld) and my emClient on my PC logs into the IMAP server but not the SMTP!! I have changed the app specific password etc ... what an absolute crap-storm this is!
