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 am one of those unable to access my email. Followed password reset procedure as provided in Help and Support and managed to gain access last night only to find it was unavailable again this morning.
I actually lodged a complaint about this with VM on Sunday and have just received a call from Customer Services to discuss my complaint.. During the call the rep looked into my account and realised that I was paying over the odds for the services I receive - he also realised that I was still using a very old TiVo box. Upshot (after a very lengthy conversation) was that my monthly bill is being reduced substantially with no changes to the services I currently receive and he will be sending me a new up to date TiVo box. Plus gave me a compensation payment.
He did try to text the new contract documents to my mobile but I don't have a smart phone - copying the link in the text to my PC didn't work and,obviously, he couldn't send them via email until this email issue is sorted and fixed ! He has said he will ring me again tomorrow by which time it is hoped that emails will be up and running again.
15hours and counting without email access....😢
My mail has been down for 2days now. I was presented with a page telling me to reset my password which I managed to do with some difficulty. But I still get the same page popping up with nowhere to enter my i.d. and password. I managed to sign in to my VM account to check it, but when I click "email" at the bottom of the page it just took me straight to the same page that I encountered when trying to sign in to mail before. So, I have no emails. I suggest that Virgin just pays the hackers and get our emails back! I WANT A REDUCTION ON MY VM BILL FOR ALL THIS TROUBLE!
Getting really fed up of this now. What exactly are Virgin playing at? Also, concerning all the emails which aren't being received, will we receive them eventually or are they gone forever?
This exactly what I want to know. Are we going to loose two days worth of emails? There are some important emails that I can't miss and they won't be sent again.
Not recieved emails since Sunday. I am expecting etickets. I was told that it would be sorted yesterday. If I don't get them I will charge to cost to you.
I don't know if it will give anyone heart, but the email account for which I was previously getting the spurious account is locked/change the password message just unblocked itself and messages have been received through Outlook/POP3. There were 239 of them of which at least 220 were duplicates (as observed before through IMAP) but at least it is now working! Hopefully it will stay that way.
Guys - to me this is a clear infrastructure failure and data loss issue. I've worked in enough DCs and with enough Hosted systems over the years to notice a DR restoration.
I can understand why "somebody" will be making the call not to make this public, but that same person shouldn't be making those decisions. Transparency, clear ITIL processes around Major Incidents and communications (the irony!) are paramount when something like this happens.
I remember a wise man once telling me, "If you're going to make me eat sh!t, then make me eat it all at once rather than pretending it's caviar".
Hello - Is there an approximate time when the email service will be working again? The issues with my service actually started on Sunday evening. Thank you.
Hello Mods
Clearly the issue is horrendous, but could VM please tell us what the problem is, and provide a realistic completion date and time?
thanks and regards
I did a check at 16.00 today and emails are still not being received, and also they are not being auto forwarded either.
My folders show, and are loading, but no new emails not being received at this time.
The reason is unknown so I am not sure if this problem is equipment failure or VM have stopped connections for security reason such as hacking.I presume the emails will eventually arrive late. As the email servers are VM/ ziggo, it may be that the problem is in the Netherlands.
The recent outage is obviously connected and VM must still be working on the issue.
I use alternative emails, but loss of email for several days can cause problems if you rely on it, so it is best to have other emails to switch to, or use phone/text or other methods to communicate.
One post indicated VM advised password changes, is this required?, I have not seen any official message to update the account password or the email app password.
I see no time estimate has been given so hope it starts working soon?
