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.
3 weeks in and I am still missing thousands of emails. In fact, one of my accounts has no historic emails older than 2nd July, the same date that your CS boss Axel emailed me to say it was all fixed.
I'm missing emails from my elderly parents with things like their weekly shopping list. I'm missing important account info, receipts for purchases, all sorts.
Are we going to get a proper explanation of what went wrong, whether this was a mistake/carelessness or whether there was malicious activity (and if the latter, what personal info was accessed). And are we going to get an accurate time for re-instatement instead of the several emails saying its all been fixed and then admissions that it hasn't? If nothing else, it's making Axel Wehrle look stupid.
And then what about compensation? Never mind the "email is a free service blah blah blah", you have lost my data and prevented me accessing my own personal information through incompetence. We are surely owed something...
Same here, email on 6th July from Axel Wehrle say all my emails have been fully restored but they have not been, still missing everything in my inbox from 20th June some are my holiday confirmations and airport parking that I need for next week.
Complete shambles
I cannjot access two club specific email accounts since the upgrade - can I have access back please!
Error message - "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."
Not a chance, mate. They don't know hiw and have given up. No emails since Friday here. What a disgrace of a company VM are
Well the scammers have managed to realise there are rich pickings here - have now received my third call this morning from "Virgin Media" offering to help me restore my emails. Actually I am one of the lucky few who using POP3 and download messages to Thunderbird actually have lost nothing. I am sure you are all savvy enough to realise these calls are from scammers. Would have reported it on a "Security" thread we used to have - but under this new system I can't find it, assuming there is still one there somewhere.
Has anyone got any evidence that anything has been compromised during this period of lost emails?
Having recently had my emails restored I can see a password change was requested and carried out on an online account I have. This was notified to me in an email dated 18th June which I've only been able to access within the last couple of days.
I have no recollection of any such request.
Fortunately no card details were stored on this account and passwords have subsequently been changed, this time at my request.
My main account was hacked - I have been saying I suspected that the fault was either a combination of a mass hack/ddos or that the chaos was used to brute-force passwords and such. Sadly VM refuses to allow IP Access logs so it's impossible for the end-user to know (None of their staff will Deny what I suspect). I had three accounts attempted I think, one was lost, one they failed (not sure why), the other I was able to change back. Since then I have also been receiving quite a bit of spam. Don't expect anyone in VM towers to help you with this. Change the App Password, then change your main web login password.
The big bugbear in the room is that compromised accounts that don't reset their APP Password will remain compromised - because people expect the password to be the password and not for some second secret password to come out of the blue. VM has really done a bad thing here and no one seems to care.
Side note - My "Password" has not appeared on any compromised list through the dark web yet, so it's possible - but not likely - that emails were being read in some other way. I had a similar problem probably 15 years ago and strangely they were trying to reset one of the same accounts - at that time VM did check the IP logs and it showed no one else using my account.
VM bod on phone said I probably clicked a link (guessing he was meaning I installed malware), but 14 email addresses and only one was compromised.
So change your App password (to log out all external Email Applications) and then change your main web password (So they can't log in and change it again, or view webmail). It's worth looking in webmail to see if they have any forwarding filters set but I doubt that will be the case (too much work, not easy to automate).
Thanks for that comprehensive reply. I'm convinced something untoward has gone on here. I did change my web log in credentials to my lost and reinstated account as well as the app specific password.
I'll check for forwarding rules, good point.
Still no emails, yet had a response saying it was fixed????
Hi, Ever since the major problems with email a few weeks ago I've been unable to do a number of things with my ntlworld account...
I can't delete, forward, reply, compose or move emails from my inbox. My linked accounts (both ntlworld.com) can't be accessed unless I log out of the master account and log back in to just the specific account. Then I can delete, reply etc. This is all on my desktop.
On my phone I can reply, delete etc. but all my folders with historic emails are still empty?
Is the email from Virgin saying that all of the problems have been sorted true for everyone or is there a significant monority that are still being affected? Any help to get my email working properly would be great.
Thanks
Steve
5 Days on, no email. My partner, same house, virgin media, lost it for a day and was back working. My email is still not working 5 days on. Difficult to get a straight answer from Virgin but they have offered me £20 for the inconvenience. I would prefer having my email back. They say another 5 days before it is fixed. Guess work I think 😐
Is anyone else having the problem I seem to have - the volatility of passwords? The app passwords generated for Thunderbird in My Virgin Media seem to stop working after a short time - in my case about 12-24 hours. I have had to generate three new ones so far, and I have just had the latest one fail to log in to server with invitation to enter password again - which then doesn't work.
Any updates to any of my problems?
1. Not been able to log in to manage my account for 4 days (promised assistance to change some settings but still waiting)
2. Had thousands of missing emails for over 3 weeks. Had emails from VM on several occasions saying its all fixed, but then "we are aware that some customers still have issues". No updates, important family and other personal emails just have never arrived.
3. No fixes for either. But worse, no explanation of what has happened and no meaningful updates other than "our team are working flat out" which, to be honest, is the least I expect - that's their job.
Have you laid too many staff off? Have you failed to invest in your infrastructure? Are you suffering financial issues which are now coming home to roost? There really is no excuse for such poor performance from such a large company. Imagine if Amazon customers couldn't login? How long do you think it would take them to fix it? 🙂
I look forward to your responses (on behalf of VM).
Hi Nick. I'm in exactly the same position. To all intents and purposes, my second a/c has 'disappeared'. It refused me access overnight last Friday and has just 'gone'. Helpdesk at 1st & 2nd level say they don't know how to fix it because know one is telling them what's going on. I've posted on here and been ignored (apart from when I said I wasn't renewing my contract next month, lol). I know I have emails waiting to be read but there's no a/c to access. I think they've given up and are looking for an exit strategy that leaves them with some credibility. IF ANYONE FROM VM PICKS THIS UP, PLEASE TALK TO US!!!!!!!
I managed to get my Dad's account up and running again and speaking to somebody in the Executive Team. Apparently the account was unlocked but wasn't working. They initially tried to get me to reset it, then they tried to get me to reset the app password. Somebody in technical looked at the account and found it needed to be "Locked" and then "Unlocked" which subsequently fixed it.
I'm not sure if that's dumbed down but maybe worth telling the team. Failing that email the executive office. They take about a day to respond.
Gazz1101uk suggests that with sufficient prominence, things get done (so at least one person in the organisation has the skill to diagnose and fix things). Perhaps prominence like Radio 4's "You and Yours" would be productive.
FYI: Executive Team can be found here -> [REMOVED] (without the spaces around '@' of course).
