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.
I can now access my blueyonder account in webmail but it has not synched with Outlook on my laptop since the start of this whole problem with loss of emails. Settings and passwords are fine but Outlook cannot synchronize subscribed folders for my blueyonder email address. Error 0x800CCC0E. Is it just me or are others still having this issue?
Got an email today from Axel Wehrle, Director of Customer Service, Virgin Media to say that 'all of your historic emails should now be available'.
They are not. I have no emails available prior to those recieved on 20 June 2023.
Anyone got an idea what's going on and if this is being fixed?
I had same messages today apparently sent Friday.
I had no email service fri / Saturday , spoke with Virgin and told them in no uncertain terms that this outage and loss of historical email information from my folders is a breach of the service I am paying for - Virgin advisors reply - email service is free mate you don’t pay for the account, and we predict you will get normal service from midnight Wednesday 12th July , sorry but that’s the best I can say.
hey presto have just now got email service back and a handful of folders with old emails showing, but still some important folders remain empty, I’ll hold my breath , especially as I have an email from Virgins mr Wehrle dated “Friday”
saying Our teams have now completed the full restoration of your inbox. ???
Just a thought - my VM Contract is due for renewal on 9 August. If I can't receive emails, I won't know, or be able to contest, any new offer they make. Will they just send an email anyway (assuming VM's own emails are working) knowing it won't arrive and just take the view that as I didn't contest it they can just impose whatever new monthly charge they feel like? Well that will be interesting.
KenM2 wrote:Just a thought - my VM Contract is due for renewal on 9 August. If I can't receive emails, I won't know, or be able to contest, any new offer they make. Will they just send an email anyway (assuming VM's own emails are working) knowing it won't arrive and just take the view that as I didn't contest it they can just impose whatever new monthly charge they feel like? Well that will be interesting.
Well sort of yes, they can - but as you have freely admitted in public, that you are fully aware of the dates, the way the 18 month introductory period works and the possibilities of VM imposing a higher charge going forward - I’m afraid that any Court would rightly wonder why you didn’t take action yourself to mitigate against any increases by contacting VM yourself.
Nice try though!
Of course, once 9th August passes and you are out of the minimum term period, then you are free to leave at any time by just giving the required 30 days notice. In fact what you should do is contact VM now, well tomorrow, and outright ask them what the new cost will be. You will get precisely nowhere with the normal CS staff, so best to firstly do a bit of homework, ie what other providers are available to you and what will they offer (don’t be tempted to lie, VM know this as well as anyone else), and then call and select the ‘thinking of leaving us option’.
Ultimately, of course, this is a deal between you and them, they can basically demand whatever they want for the service, and you are free to decline it and look elsewhere - neither of you owe the other any favours or loyalty.
Just to add to this.
Their "Retentions" team (Thinking of leaving us) now seems to be split up or something, and you should reject all offers from probably the first 5 - and up to the first 7 - agents you speak to. Each time you move to another agent the offers get better "Even though the one above them said there was nothing better".. I am sure they are all at the same level and this is just how the system treats us now....
If you can get Openreach Fibre then make the move - because then you can change to any provider that uses them and start this horrible user-churn system that all these providers now seem to demand.
They don't need to contact you.
Your Existing contract will state the T&C - including a price after a specific date (9th August), and it will possibly include the terms that mention the Above-Inflation price increase (It was 17% this year from them!). You should have possibly received notice of this price increase before, and even if not then your current bills should state what the price will be when your contract ends.
They are never active about retentions - it's usually once you have left or do things to indicate that you are leaving before they contact you.
VMCopperUser wrote:They don't need to contact you.
<snip>
I thought that is was a fairly recent OFCOM requirement that suppliers have to contact their customers; by letter, if I recall correctly; at least thirty days before the end of their minimum term contract to inform them of this, what the new price will be and make an renewal offer!
Maybe not, perhaps I am misremembering things?
Although your point about not accepting the first few offers is a good one - of course this only works if the customer has already put in their notice to quit, otherwise VM have no incentive whatsoever to bargain. Of course, some people aren’t happy to play ‘poker’ and bluff and counter-bluff over their internet connection, which is what it all boils down to.
Forum TeamHey KenM2,
Welcome back to the community and thanks for taking the time to post.
You can call into the team to discuss a new contract. we aren't able to help further from here, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, 4 and 4 again, this will get you through to the contracts team who will be able to look into this further for you.
Kind Regards,
Steven_L
It's interesting that when you post on here something relating to renewing you contract you get a reply from VM almost instantly. Ask for help with your nonfunctioning email (which is what the thread is about) and you're met with deathly silence.
Despite having had a message last Thursday from Axel Wehrle, stating that my historic emails had been restored, I still have nothing further back than 20th June. I have several years of important emails currently lost. So much for a paperless society!
is anybody still making an attempt to solve this problem or am I left on the shelf?
Nothing helpful to add, sorry, just registering that I still have no historic emails just empty folders - even though they appeared for about 3 seconds on Sunday morning. Not long enough to save anything.
Just joined, and the only way to post seems to be to "Reply" to a random message.
One thing that isn't mentioned is the need to change the registration, where possible, on a myriad merchants and service providers' systems. And also the discovery that passwords need to be reset, and the only recovery method is by a message sent to an e-mail address which is no longer accessible to me. VM could also wriggle out of that and blame the merchant.
As a POP3 user, I could even tolerate just getting it active again, without any history.
Utter. Absolute. Shambles.
I really feel for those who have been severely impacted by this (I’m not…) but the lack of ANY decent response from Virgin Media is beyond contemptible. I really hope that a) VM get their corporate arses reamed as a result of this, and b) they learn from it and ensure it never happens again.
Not holding my breath on either front btw.
well, I dunno about anyone else but all my historic emails prior to the 19th June have now finally been restored, including my self made sub folders
Likewise, all my historic emails and folders before 19th June have been restored, BUT, all emails from then up till last Saturday (July 8th) have now disappeared, up to the point where I received a message from Axel Wehrle telling me my historic emails had been restored. All emails since then are arriving as normal, but I’ve now got a 3 week gap of my recent emails.
Maybe there's some hope yet. Mine are still all empty still.
This has been going on for several weeks now and progressively getting worse.
First off all of my historical emails disappeared, then my address book did the same, then I wasn't allowed to compose a fresh email or move mail between folders, delete mail etc and finally I was locked out of my account altogether.
The message informing me that my account was locked gave instructions on how to reactivate emails on all of my devices, in my case laptop & iphone but after multiple attempts all that achieved was locking me out of my account on my phone as well, which up to that point had been partially usable still.
Online chat led nowhere as did 2 calls to 150 - just false promises about a time/date when this would be resolved.
Today I find that emails on my laptop have reappeared, allowing me to join this forum as prior attempts were thwarted due to the 'verification email' being sent to an email account I couldn't access!
So where are we now? I have my emails reinstated, or so it appears, but I am still blocked from composing new emails or moving mails around different folders, clearing my spam folder etc so no, its far from fixed.
Next is to try reinstating email on my iphone again but far from optimistic!
In the last 150 conversation I was assured that the date for having all of this resolved was 12th July, that's tomorrow, so we'll see - but thinking about it they didn't state a year so could that be 2024?
Been with Virgin a long, long time - there have been issues at times but never anything on this scale and definitely not for this length of time (I believe this all started 19th June) - the response has been shambolic at best, I just wonder, will those of us so badly affected be compensated in some way? Its not just the inconvenience, email forms a vital part of our lives, important messages needing urgent response go missing, appointments are missed, business is lost etc, etc - for many this episode has been catastrophic, Virgin Media need to understand that!
The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.
This is the message I get when trying to log into my ntlworld email account it’s been like that for nearly 4 weeks I can’t change anything in the email settings.
