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.
Have just logged on to the email server via Outlook and it has started downloading over 160,000 emails according to the status bar.
I've had to close Outlook to investigate.
Nothing has changed in our setup for years: same email address, same Outlook, same Windows OS. So this must be a server end issue.
This is the third major issue in as many weeks. We've had duplicate emails and missing emails during outages, but this is an epic failure. Never seen anything like it.
Of the 1000 emails I have so far removed are dated to or before 18.06.23.
They all seem to be duplicates (although there may be genuinely missing ones in that bunch. However, the quantity is so massive it would be impossible to go through every one to check if it is or is not a duplicate.
Same issue for me too! Currently on holiday and Outlook 2003 on my home PC wants to download 1000's of emails and yet only 100 or so are currently marked as Unread in the webmail client. Have set Outlook to offline mode for now and will have to try and sort it out when I get home 😕 😞
It could have been part of their restoration program.
Did you see some of the emails as they were coming through - Did they look legit?
IMAP can't handle that many in bulk and Pop3 tends to be more of a single grab. This may have been due ot things like folder deletion/creation.
My inlaw copied his Google Drive into Google Drive, unsure what happened he did it again. We ended up with like 4 nested copies trying to sync on his PC. I am sure the staff here will not be able to explain it.
When you log into Webmail how many does it show in your inbox?
Hi
Virgin Media have restored my historic emails from the day prior to the major outage, but have now lost all of the emails I successfully received since the outage (i.e. 19th June 2023 onwards have now disappeared from my Inbox) - when are you going to fix this???
Some IMAC users are at last seeing their historical pre-19th June Emails restored but, at the same time, are finding Emails since the 19th have suddenly disappeared. I am pleased that the historical recovery is on its way but it is essential that IMAP users should by now have started backing up their own recent Emails.
The IMAC synchronization process is not one I understand but it is clearly flaky and the whole nightmare scenario could easily happen again.
POP3 users who use an Email client such as Outlook or Thunderbird are in a much better position because every Email drops down into an Inbox on one's PC. One can then easily backup the *.pst files as part of one's regular backup.
Thank you for trying firegirl 🙂 No change yet though. I wanted to read the emails from Virgin about the landline changeover which I thought was today but nothing happening there either. An agent is trying to confirm the date on that for me though.
Pleased to say that I have all my emails/folders restored.... It happened 24 hours (and five minutes) after completing the on-line form to make a formal wrritten complaint. Coincidence?!
Also got some sorta apology from VM outlining the problems and a strange bit at the end:-
Here's what we offer as a resolution:
Package ->Package change
Whatever that is supposed to mean.
Tony_
Tony_ wrote:Pleased to say that I have all my emails/folders restored.... It happened 24 hours (and five minutes) after completing the on-line form to make a formal wrritten complaint. Coincidence?!
Also got some sorta apology from VM outlining the problems and a strange bit at the end:-
Here's what we offer as a resolution:
Package ->Package changeWe hope this works for you.Whatever that is supposed to mean.
Tony_
It doesn’t actually mean anything at all. The people employed to periodically go through all of the outstanding complaints, simply pick the closest ‘resolution’ from the approved list, which vaguely meets the criteria, select it and hence close the complaint.
Most times they get away with it and can report to OFCOM that they have 'successfully closed x% of complaints'
It is what it is.
Had an email tonight saying all my historic email had been restored, folders etc. THEY HAVE NOT! Only a few, less than half have been restored.
This is absolutely disgusting and unacceptable.
Just in case anyone else is in the same boat - my primary ntlworld.com email is ok and was fixed shortly after the problems of 19/20th June. The problem I had was loss of my secondary ntlworld email and historic emails on that account.
To access my secondary email I simply log into my primary email and the secondary one is listed lower down the same page. However, the secondary email has been showing an exclamation mark in a black triangle, which when clicked on states 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them'.
It still shows this for my secondary email if I log into my primary email account so this evening I opened an 'incognito' window and tried to access my secondary email that way. It opened straight away, I could access it all and all my historic have been restored.
I don't understand why the secondary email is now locked on my primary email but at least I can now access it directly through either an incognito window or a different browser.
Maybe this will help someone in a similar position.
My secondary email in VM webmail has the same exclamation mark and no emails. They do populate normally through Outlook and Android, so in my case it's not an authentication issue but something else. been waiting a long time now to have it fixed......
Hello,
I received an email in the small hours today to say that my husbands inbox with his historic emails have been restored. They HAVE NOT.
I don't care about the emails during the initial downtime but we need those emails back. There are some very important emails within the all relating to financial, court related documents and personal emails that we need to have access too. This is not acceptable.
Has anyone else had this false promise email or am we alone?
I need this looked into ASAP.
Helen
I received the same email but still not restored.Who do we need to contact?
Last night I had a email from Axel to say historic mailbox merge complete, but not had a single email come through, do I need to do something to view the historic emails
My primary and secondary ntlworld addresses were all OK soon after the initial breakdown. Only the virginmedia address had the historic emails missing. I'm pleased to say they all came back this morning.
