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 have been able to send emails for a few hours but only just started getting emails coming through to my inbox. They are coming through slowly, one at a time, every 15-20 minutes. Hope whatever it was is fixed now (my email address is ntlworld.com)
I'm getting none, seems random if they work since new forum layout.
Forum TeamHi Anonymous
Thanks for posting and welcome to the community.
We apologise again to those individuals who have been experiencing issues with their email services since Monday. Our teams are continuing to work on restoring all users’ access as a priority and we will do this as soon as possible
Best wishes.
https://www.bbc.co.uk/news/technology-65965099
In an email sent to some customers published by ISPreview.co.uk on Tuesday, Virgin Media said its "teams have been able to fully restore most email services".
But it says for some customers emails "received on or before 19 June will not be appearing in your inbox, sent items or any other folders".
It said that these emails were "safe and secure" and would be restored.
Terribly frustrating isn't it? I even emailed from a hotmail account to my virgin email and nothing showed!!!
Finally it seems like my primary email is working but emails from before 6.30pm at the minute don't seem to have arrived. What concerns me is that my secondary email address has not updated yet and all my emails from before the outage have disappeared. I hope these come back as I have some that I need.
A few Emails dated today are starting to trickle in - but what has happened to all my other Emails since Sunday?
Well I can now send and receive emails which is a start.
But still no sign of my folders or previously sent emails
Same here. My historical emails go back years and I have to have them restored. As a precaution I've forwarded the new ones (that only go back to yesterday) to my work Outlook in case they also get deleted. WHAT IS GOING ON???
Forum TeamHi there Anonymous
We apologise again to those individuals who have been experiencing issues with their email services since Monday. Our teams are continuing to work on restoring all users’ access as a priority and we will do this as soon as possible.
I may well be over thinking this, but Ashleigh’s post above does imply that they are working to restore all users’ access - but access to what? The ability to send and receive email, or access to all historic emails?
It’s not terribly clear is it?
I can’t help but wonder what exactly the forum team members on here have been instructed by their bosses to say and, maybe more importantly, told not to say! Naturally, we’ll never know as disclosing this is likely to be a somewhat career-limiting move by any VM employee. Still, sometimes, silence, actually says all sorts of things!
Users affected by the loss of historical emails should have received an email from VM along the lines of:
Virgin Media’s Message
What has happened?
Due to a technical issue, Virgin Media email services were disrupted for most of the day on 19 June. We want to sincerely apologise for the frustration and inconvenience this may have caused you.
While our teams have been able to fully restore most email services, work is still underway to completely resolve the issue for some accounts which includes yours.
What does this mean for me?
You are now able to send and receive emails as you normally would. However, you will have noticed that any emails received on or before 19 June will not be appearing in your inbox, sent items or any other folders.
We want to reassure you that your emails and data are safe and secure; there is currently nothing to suggest your account has been compromised; and that all emails will be fully restored once the relevant system repair has been completed. Any emails sent to you on 19 June when this problem occurred, but not received, will also be delivered to your inbox once this issue has been fully fixed.
For any urgent emails you are waiting to receive, we suggest that you contact the original senders while we move all your backed up data to your mailbox.
What are you doing to fix this?
Our focus now is on working around the clock to ensure your emails are restored as quickly as possible. You do not need to take any further action and we will provide further updates as soon as we can. If you do need further assistance then our customer service teams are on hand to help wherever they can.
We appreciate your patience and understanding.
OK right well, Graham’s post above is of some reassurance, well except it is a copy and paste of a VM ‘press release’ which can be considered as a sort of ‘quickly let’s put out a sort-of encouraging statement and buy some time’.
Anyhow moving on;
Now let’s contrast this statement with this thread;
https://community.virginmedia.com/t5/Email/Emails-have-disappeared/td-p/5346712
Read the last post from a member of the forum team, which seems quite specific, ‘there are no backups, if your email isn't appearing in the web interface, then it’s gone and isn't coming back - sorry about that’!
So which is it, do VM have backups of user’s emails which can be restored, or don’t they?
Now if I may and I quote;
"Any emails sent to you on 19 June when this problem occurred, but not received, will also be delivered to your inbox once this issue has been fully fixed."
Err no, that’s an outright lie - VM absolutely cannot claim that, message delivery and retries is a prerogative of how the sending system is set up - yes probbaly the majority of ‘missing’ messages will eventually arrive, but VM absolutely cannot guarantee that!
Or maybe I’m wrong, but if so much as one single person reports on here that they never received an email, what was sent on 19th June, then .......
Anyhow moving on; “we are working around the clock to ensure your emails are restored as quickly as possible” - again not specific, is it the ability to send and receive emails, or access to all historic emails?
Really does smack of corporate/lawyer speak, no?
Good luck, I think you are all going to need it!
Service status now showing 08:30 2023-06-21 as an estimated fix for me.
reidm99 wrote:Service status now showing 08:30 2023-06-21 as an estimated fix for me.
But please be aware that these ‘estimated fix times’ are completely made up and are basically about as reliable as you slaughtering a chicken and predicting the future from the state of its organs! These times are auto-generated, some system thinks that fixing an issue takes x hours and that’s what gets posted - you don’t find it odd that the ‘fix times’ are oddly specific, 8:30am, why; is that when a UPS courier is expected to turn up with a replacement part? And if they don’t?
Ignore any and all supposed fix times, I’d be every so slightly surprised if VM are even now fully aware of the extent of the issue, or even how long it will take to resolve, or if it can be fully resolved!
Finally seems to have filtered through to the news media.
https://www.bbc.co.uk/news/technology-65965099
BBC finally expose VM's poor attempt to cover up the problem...
My emails seem to have been restored, but with history only since yesterday. WHEN WILL ALL MY HISTORICAL EMAILS BE RESTORED? THEY GO BACK YEARS AND ARE EXTREMELY IMPORTANT TO ME. Please advise.
