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.
Any news on getting my emails back i have 100s that are missing which I need as some are invoices
Since your outage on the evening of last Sunday, 18th June, my wife has been unable to access her email. I have five email accounts, one for my son, two for my daughter, one for me and one for my wife. The rest of us regained access to our accounts except my wife. when will it be fixed ? I have followed all your information and changed passwords for he account etc. But please can you message me directly and confirm my wife's email is still affected or explain when and how it will be fixed. believe me, I am getting much ear ache over this.
When is "SOON AS POSSIBLE" will it be this year?
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[MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]
Like many others, I have had ongoing email issues since the weekend. Whilst new emails are now working ok, I still have no email history or files prior to the start of the week - when will this be fixed as I am reliant on that email history being available? Secondly, where is any proactive communication? Where is your customer service/custmer management. Other than one email (ironically) on Monday, the silence has been deafening. I appreciate this is a bad news story, but you must keep your cuetomers informed - its the basics of good customer service. So, when will the issues be fixed?
Hi Digger1967,
Thank you for your post and welcome back to our community forums. We're here to help.
We have now restored the ability to send and receive emails for all affected accounts. Our team are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise again for any inconvenience caused over the past two days.
You can check this thread for further updates.
Thanks,
Thanks Zach. Its isn’t 2 days, its since Sunday - that’s 4 days! However, can we please get more information about the fix - its the same line being trotted out on the little I have seen.
What is the issue (technical update gone wrong/hack etc?)? What is being done to fix it (more than just ‘we are working flat out’)? When will it be done by (specific updates to affected people or on the VM website where we can easily see them)? How can I access historical emails prior to Sunday if I need them? What recourse do I have for this massive issue and how (compensation)? What is being done to prevent this happening again?
Again, the customer management on this has been shockingly poor - VM have provided almost no proactive information or support. The only place on the VM website that I have seen anything is a small banner message on the service status page that tells you nothing. The only other places I have seen anyuthing are on standard twitter responses to people and some press interest - absolutely nothing else!
So, please can you escalate and ask that senior management take the customer aspects of this seriously. I am sure the regulator will be all over it like a rash when everything is back up and running properly.
Thanks
Good to hear some progress being made, but one of my email address's is still not working and ironically it is the one VM use to contact me on. Can you please contact me via a personal message so we can resolve this issue.
Why have my folders disappeared. When will we get them back?
'Fix' for me is now showing as 23rd at 1.00pm.
I have iCloud+ and I've decided to migrate over to that after this fiasco. I need the capability of IMAP as I use a few devices, often away from home. You can move your domain email over too. Yes, iCloud hasn't been without its issues in the past, but I can't imagine for a moment that it wouldn't be more robust, and have sufficient backup capacity compared to this shambles. AFAIK there has never been a complete erasure of emails like we are potentially facing here.
It's going to take an untold amount of time to update sites and notify all parties that use my two ancient @ntlworld addresses. Keychain will help with the former. But, this has been the wake-up call I needed to finally move away from being permanently enmeshed with VM by way of these addresses. Who knows how long VM will continue to entertain 'free' email accounts / domains after this episode...
Just seen the update:
Update - 22/06/23
“those individuals” & “small proportion of accounts” etc., is the language that corporations use to downplay such incidents. Although, in this instance it could also reflect the actual numbers of VM customers who use IMAP. Either way, I’m happy that they continue to officially declare they are working on restoring the Historical data – which, assuming you didn’t explicitly select not to save Sent emails will include those, together with the complete set of subfolders users set up as part of their folder structures.
Hi, my secondary email address ntlworld one, is still not working, it now says the sign in details are wrong and I have been going round in circles trying to reset the password. It is asking me for a security question answer which I don't know and I can't find it anywhere from my main account login either. Can anyone help ?
OK so I have a 2nd ntlworld.com account that has not worked all week. If you login to VM (not email - the VM account you use to see your account details/service contract blah blah) using the failed email address and password, navigate to
"Mailbox App password management"
and generate a new password, then use this for your email client, you can send/receive email again. Why it is only this one of four accounts that got stuffed up I don't know, but this worked for me.
Hi, thanks for the advice, I tried that but unfortunately it still refuses to login to email and says details are incorrect
I wonder if any of these people posting the same problem bother to read the responses, but here goes.
If you changed any of your passwords during this fiasco then I hope you have a note of the old ones, I've had to go back to previous ones for both Webmail and PC client and both are now working. Can't speak for Webmail or IMAP folders as I never used them, preferring to use POP and moving emails to local folders.
Hi, just to update it has now started working ! thanks very much for the advice
