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.
Although I can now sign in to my emails I'm still not receiving any actual emails. I have now not received any emails for 2 days. This is not acceptable. Are you going to compensate us and reduce our monthly billsfor all the inconvenience.
Looks like there's an issue with mx1.tb.ukmail.iss.as9143.net, which is currently responding with 421 errors and reporting "MXIN104 ESMTP server temporarily not available".
...so this potentially affects the following addresses:
@ntlworld.com
@virginmedia.com
@virgin.net
@blueyonder.co.uk
I still can't access emails - down since early morning Mon 19th.
The status checker page has now moved the time from 16:00 {2023-06-20] to 20:00.
And no, I haven't received any text updates.
"We hope to fix this by 20 June at 20:00
Our technician is in your area and is working to fix things.
You might find that your Virgin Media Mail isn't working at the moment.
We are sorry and working hard to restore your Mail service as quickly as possible.
We'll send you text updates on this issue."
yep well said and me too! I have partial restoration but only to the point where I can log into my email account with VM but, all I have is 600 emails dated today, all previous email is not showing and my additional folders have gone!
Hi
Thanks for the update. It's been a bit vague on the updates front so far to be honest. Given that the last "official" update I saw was via an email (which in the few minutes where email could be collected for one of my email address did actually arrive) and the other update has been on here, hidden in the forums I can't say I am overly impressed.
Having worked in most aspects of IT Infrastructure from ISP, Retail IT and Defence, it is quite clear that you have either been seriously pwned, had a huge backend storage failure, or made significant changes to the backend systems that have resulted in an incompatability of data/systems resulting in this "temporary" loss of email availability.
Being more open with customers would be really helpful right now. Particularly a statement by a senior member of the team to the media would be a really good idea, rather than sinking further and further down a technological hole.
Instructions have been vague, error messages and "return to service" messages have been inconsistent (at one point you have a banner saying "return at 19:30" on the same page as having text that was updated to say "return at 21.30" when it was 22:00!)
I am currently in the position of having reset all my passwords for the main and all email accounts, but unable to log in to either webmail or via IMAP/POP3. The current message when visiting the mail.virginmedia.com page suggests complete removal or compromise of the accounts, but you are also saying this is a data availability issue (I am guessing the restore or rollback procedure is more complicated than expected or as untested as most large enterprises) which leads to further inconsistencies in the message you are sending to customers.
Get it together VM. It's really not good enough. Just fess up and stop being so childish.
'it is quite clear that you have either been seriously pwned,'
This has been mentioned by one of our IT guys, and also heard this thought from another reliable IT source earlier today.
Wouldn't surprise me, as VM have very lax attitude to security.
2 days without email, and ongoing problems related to this, along with all these reports about resetting passwords etc, makes me think this is more likely than sheer 'server failure'
God only knows, because it appears that VM don't, that's for sure!!
I was careful to cover off a number of possibilities that could have happened here. Speculation will always be rife when execs consider customer with such contempt as they currently are. An open statement from a C-level member of staff would not go a-miss right now.
There is a strong possibility that this is just a decoupling between multiple systems on the back end such as Oath (used to authenticate), whatever user databases are being used to hold and manage users, the front end user interface (web GUI) that allows you to manage your account and services, and the systems used to manage email. <<<<Given that the same password is used for the GUI (via Oauth) and SMPTs, POP3 and IMAPs and I can't log in to IMAP but can log into the website, it looks like some systems are up and working CORRECTION - the APP PASSWORD is used to log on to IMAP now, but only uses this if the password is changed - otherwise it seems to have continued working using the old password>>>>>. Thus quite possible that VM have upgraded part of the system and managed to entirely de-sync and de-couple the systems, which won't just be a simple roll-back of data.
Between this and the ongoing issue with pixelation on the TV service, when can we expect compensation?
Failing that, if VM are not providing the services we are paying for, as they are in breach of contract then people should be able to switch to another provider without being made to pay any penalties for cancellation.
After yesterdays outage, i managed to get onto my emails. Today however i have no emails showing when log in, how do I find them. I have tried twice and the email page is blank.. Thanks
My mum is also having this issue, we are logging into https://mail.virginmedia.com/ and can only see emails since 1am this morning, after being affected by the outage.
A lot of important emails gone missing, hope we can get them back.
Forum TeamHi brigantia & maxmaybury,
Thank you for your posts and welcome to the community.
I'm very sorry to hear that the emails are gone.
To confirm, have you been able to try via different web browsers to see if they are still gone?
^Martin
I've logged in on Chrome & Safari and the issue happens on both of them.
Has anyone else just had an email - I use a non virgin email account to manage my virgin account.
You have received this email as one or more of your Virgin Media mailboxes has recently been locked due to suspicious activity being detected.
the email is addressed to me and shows my service area. I’ve also tried to log into my account and nothing is working.
is this all related to receiving no emails?
partially, I now have 600 emails dated today, my previous emails which I keep for reference and my additional folders are missing
I confirm that emails are being sent ok, receiving emails still an issue.
For those hoping for compensation, you're out of luck. They don't include email as a part of the broadband or any other 'service' you sign up for, so no compensation will be offered. My advice after this fiasco, move to another provider, however much of a headache that may be re: email migration, site registration et al.
