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.
Hi I am still experiencing email problem. Everything prior to yesterday has disappear especially from my inbox. How do I get them back ?
Kd71 wrote:<snip>
How do I get them back ?
You don’t, they are, or were, stored on VM’s servers, you simply have to keep your fingers crossed that VM held some kind of backups of these historic emails and are able to restore them.
This is not necessarily a given, there is a fair chance that they are gone permanently and won’t be coming back. But this is entirely in VM’s hands, there is nothing you can do other than wait, and hope!
Please can we have an update on when we will be getting old emails and folders back .This has issue has been going on since Sunday. What actually caused this fault and are there measures that you can put in place to ensure this does not happen again?
The there seems to be a growing concern that the historic emails will not be reinstated, like everyone else, my historic ones have yet to reappear.
How is it then that Virgin can put out the following message?
“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.”
I rarely use webmail and instead download all my messages to a local Thunderbird client. I do know that when I've looked at webmail in the past all manner of messages simply seem to have disappeared from the inbox even before this problem, which is why I prefer downloading. Unfortunately, this doesn't help for all the messages that seem to have been sent to me while the system was awry. Typically disappointing customer response from Virgin. I haven't received a single message from them throughout this process, but have instead looked at press releases and links from newspaper articles.
Emails were unavailable at the weekend. When the email came back online all older emails from before they were restored had vanished along with all my saved emails which I need
Forum TeamHi jframpton,
Thanks for posting, 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.
Alex_Rm
We are supposed to receive text alerts about the situation but I have not had one over the three days. Has anyone?
I just got a text message saying my broadband outage (originally linked to this email problem) had been fixed; that has proved not to be true either, as when I followed their instructions and logged in to do checks, that wouldn't work either. And no, no texts updating on the email situation; when I first phoned 151, I thought I had set this up; but when I rang it again later, found this had not worked; and that they did not yet have a record that my service was not working! As this will be important when (?) this is fixed and compensation is reckoned, this was worrying; however, last time I checked via 151, at least my loss of service had been recorded; but it had apparently proved impossible (? no reason stated) to set up text alerts on the situation, as I had initially tried to do (and thought I had succeeded). -------------- For something which is supposed to help me in my business, trying to get to the bottom of the problems it's causing is currently taking up all of my time!!!!
Text alerts? How? That uses your phone.
When I run the VM test of problems in my area, along with the message that everything will be hunky dory by 13.00 hours tomorrow thanks to the technician (one man -plus dog?) I also see ' we'll send you text updates on this issue.' Am I missing something ? What do they mean?
Hi,
So I see VM staff are still to respond to why the have wiped files from personal computers during this issue. At what point are you going to not only admit to the intrusion of personal computers but restore said data IN FULL. Multiple years of important insurance and other documents appear to be lost. Are VM going to pay out the hundreds of thousands of pounds potential lost from the deliberate erasure of private files not held on your property that people like myself will be out of pocket if the electronic documents are not restored?
Greaven wrote:Hi,
So I see VM staff are still to respond to why the have wiped files from personal computers during this issue. At what point are you going to not only admit to the intrusion of personal computers but restore said data IN FULL. Multiple years of important insurance and other documents appear to be lost. Are VM going to pay out the hundreds of thousands of pounds potential lost from the deliberate erasure of private files not held on your property that people like myself will be out of pocket if the electronic documents are not restored?
Ah well actually I can answer this for you, but, alas you won't like the answer! How can an issue with VM’s email system cause the apparent loss of data on your own machine?
The answer, is that you allowed it and authorised it!
Let me explain, I suspect that you have your email set up as an IMAP connection, now this ‘mirrors’ the current mailbox setup on VM’s servers to a copy on your own machine. So if VM manages to lose the email setup on their system, then your email client does exactly what its has been setup to do, and mirror this, ie delete all of the existing old messages.
Will they pay out compensation, well maybe some token (£10) amount, no doubt their lawyers will point to the small print in the Ts and Cs which specifically state that the onus is on you, Mr Customer, to keep backups of important emails, because VM doesn’t. You did keep your own backups of important emails, no?
Oh you didn't keep backups, oh dear, sorry about that, sucks to be you, no?
And all of the above, I’m sure, sounds very harsh, blaming the victim, and trying to absolve VM of any blame, because I’m their biggest fanboy. The problem is that, legally and contractually they are in the clear! You didn’t read the small print and make appropriate arrangements (and to be fair, who does), suddenly when M’Learned friends get involved, this suddenly becomes of paramount importance.
Look, all I’m trying to do is set expectations, maybe VM will recover everyone’s historic messages and maybe they won't and they are all gone. Legally there is absolutely nothing you can do, please, just work on that basis.
Gloomy prospect; but may well be true unless Virgin can pull this particular iron out of the fire. I'm sure that a lot of the users are like me, trusting for years in Virgin's expertise and supposed good will, and probably like me also not having enough tech knowledge to know how to back up emails routinely even if they had mistrusted Virgin enough to know they had to do this.
Current situation is terrible - past emails, important both for business and personal reasons, seem to be gone forever. This could cause havoc in preparing tax returns, just to name one example!!
They HAVEN'T wiped files from personal computers, only lost it from their servers. If you use IMAP then all you will see on your personal computer is what is on their sever, even if you use a client such as Outlook or Thunderbird. To avoid losses then move incoming emails to LOCAL folders or use POP. Doing both I haven't lost anything from my PC.
Losses such as this are the downside of being able to see your IMAP emails on multiple devices, which will all show the same thing. Manually delete an email using one device and it will be gone from all of them, and that is what happened with VM.
I use both IMAP and POP. IMAP on my iPad and POP on my PC using Outlook. What I tend to do is look at emails first on the iPad and delete the junk or those I am not interested in. This deletes them from the Virgin Media server. Then, when I go onto the PC, the only ones left are the emails I am interested in. These are saved in the local folders on my PC forever - after 6 months, they are hived off to Archive folders on the PC but can still be accessed if need be.
Virgin,
I still haven't heard from you about the deletion of all my email folders, what did you do the IMAP server?
I am now getting incoming emails but older emails still missing. Sub folders are still empty e.g. ‘Important’ which previously contained vital stuff like theatre tickets, holiday bookings etc. I can access these on my Samsung Galaxy phone but not on my ipad. Will I get these back? Is there a way to transfer them from my phone to my ipad? No recent updates from Virgin. Please be gentle with me as I am not particularly IT savvy! Thanks.
Forum TeamThanks for posting and welcome to the community.
I am sorry for the ongoing email issue. This is something we're working hard on fixing asap.
In relation to your question, you can forward yourself the email to yourself and it should come up on your iPad but with the ongoing issue, they may not yet come through.
Best wishes.
Thanks John, I have tried forwarding one email but it hasn’t appeared yet. Will I eventually get everything back?
Forum TeamHi Alisam19
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.
Kind regards,
