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 lost all my personal folders except one, this evening!! What is going on? I have important documents in those emails that I need to access!!!
I do not use Virgin Mail I use Widows Live Mail which I have done for over twenty years with Virgin having started with Cable and Wireless through NTL to Virgin and not had a problem however I lost my EMail from monday(still have Broad band )been through Virgin Tech dept spent hours on the phone rebooted and changed password several times but cannot log in it will not accept the passwords and two techies have tried but gave up. The second advised he would put me through to another department where because it was Windows Mail I would have to pay the line then went dead. I rang back spoke to a female techie who said it would be better if she spoke to me in the morning at 0930 of course no call was received.I am told via home status on the web there in problem with my system.SO I still have no EMail, help from Virgin has been useless and having used Windows Mail for over twenty years I will have to pay to have it repaired albeit they mucked up,not me .All my records are on Windows Live I cannot afford to lose it so I repeat I cannot send or receive EMails and virgin have been unable to help albeit they take the money.I will ring again tomorrow hoping someone can help .
Forum TeamHi Phoenix 👋.
Thanks for reaching out. Apologies you are having issues in obtaining your emails. As you are aware we have been suffering with an outage over the past few days, and while some customers have been able to access their mailboxes, the folders are not yet returned to the customers. If you are unable to login we may need to remotely diagnose this.
Please look out for a private message in the envelope on the top right of your browser or if you are using a mobile device it will be located under your profile icon.
Thanks.
Sabrina
IMO, the problem is unlikely to be with your Windows Live Mail. I use MS Outlook as a client and it too was telling me from Sunday night onwards that my password was invalid. I've seen this in the past and, knowing that my password was correct, I have always sat it out rather than try to change my password while VM mail as down.
I think Windows Live Mail was probably just reporting the message that came down the wire from VM mail when you tried to log in.
I have seen this before with VM and I never try to change the password. Rather, I just sit it out until VM mail comes on-line again. My unchanged password was accepted on Wednesday and I've had no problem since.
Thank you ,having changed my password twice at the advise of Virgin both of which were not accepted, I took your advise and am now up and running so once again thank you.
Phoenix wrote:I do not use Virgin Mail I use Widows Live Mail .. I cannot send or receive EMails and virgin have been unable to help
Your issue with Live Mail is mostly likely due to an email security update that Virgin Media introduced several weeks ago.
Now when you reset a Virgin Media email password you have to generate an "app specific" password to use instead of your webmail password when accessing that email account via any third party email apps or clients such as Live Mail. Outlook and email apps on your phone.
As an aside, I suspect that the work VM have done to restore missing emails may well have triggered the need for those affected to update the password in email apps even when no password reset has been done,
To generate a "mail app" password for your account sign in from this linkhttps://my.virginmedia.com/ using the VM email address and the current password. That will take you to the relevant "My Virgin Media" account for that email account.
Then click on the "Account settings" tab and then the "Account details" tab.
Then scroll down the "Accounts details" page to "Mailbox app password management." and click on "Manage".
You can then generate a mail app password which will be in the format: video-post-mossy-sharp
You will then need to enter that new app password (including the "-") into the password field of your email account in Outlook's settings instead of the webmail password.
You should still use the original password to access the email account via VM's Webmail service.
It seems that the VM customer support staff do not mention anything about this new VM email security feature
Coenoby
HenryQfor info.
I have done this for one of my accounts but my other account is locked because of so many failed attempts to get in so I cannot get into that account to generate the new type of password. I have also tried to use the forgot password route but failed the security question test, my first school. Obviously this was set up a long time ago so I’ve tried a few variations, ie use of capital letters but I suspect it is all to do with the general problem.
tried phoning, eventually got thru to a totally unintelligible recordered message in a very fast Scottish accent o could not progress that.
all ideas much appreciated
I still can’t send or receive emails. My webmail just says forbidden when I try to log in?
I don't use IMAP but if VM are trying to restore IMAP users' past emails while those same users are logging in from their own devices to check every five minutes, is there a synchronisation battle (i.e. changes happening at both server and client ends) and, if so, who wins?
Apologies if that's a dumb question.
I had a message from virgin media on Monday saying Due to a technical issue, Virgin Media email services were disrupted for most of the day on 19 June. I am able to send emails. But I have important messages in my priority folder in which are still missing…. When will these emails be restored?
Forum TeamHi Jomacxx,
Thank you for reaching out to us in our community and welcome, We have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.
Regards
Paul.
Paul can you explain why my wife can't get her vergin email on her iPhone they used to come through until this problem occuredergin are interested in is getting my money and want me to pay for your tech service ? why should I have to pay when the problem occur because of the virgib outage , very frustrating I defiantly consider moving now as customer service is very poor
I am very disappointed that this hasn't been rectified yet. My ntlworld.com email addy was my main one I've used for over 20 years and use it for all my main personal and payments association.
I did start a few days ago changing most to a new email addy but there are some websites where I've forgotten my password and guess what? They will send me a new password to my 'current' email addy which I cannot access.
I understand that sometimes things can go wrong, especially with technology but this is very frustrating to say the least.
Still unable to connect to ntlworld email using Outlook desktop client and IMAP, though can get to webmail. Got to 2nd line support on 2nd call to support and they tell me it will be a day or two more before this is resolved. I would not have wasted my time and yours if you had posted an accurate post that says there are still issues. 😞
Hi David, and possibly others (as maybe this isn't as clear as VM think it is):
In order to access your email through a 3rd Party Client Application such as Outlook, you need to use a separate (Application) Password to the one you use to access your VM Account/Webmail.
You can generate this App Password here: https://www.virginmedia.com/my-virgin-media/account-settings/mail-settings
Add the generated Password in Outlook settings and you should be GTG...
P.S. you should probably create a backup before you make this change – for Outlook, depending on your version, that should be something along the lines of File->Open & Export->Import/Export->Export to a file->Outlook Data file (.pst).
what is latest on restoring e-mails and folders from prior to june 19th outage?
I received this yesterday into a mailbox that was broken but now fixed bar historical mail...I think it's pretty comprehensive.
I've no reason to doubt they won't deliver on their statement.
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They contacted the ICO for a internal non-data-at-risk event? Yea lol.... Fairly sure there is only one reason to contact the ICO..
Obvious 'data breach' what other reason. Probably why they are so cagey about restoring all 'historic' mail!!
It's SIX days now and Emails and Folders have NOT been restored. Here below is a USELESS message I got from someone at Virgin Media called Ryan.
Reply from Virgin Media
2 hours agoHi Peter,
Thank you for taking the time to leave a review. I am sorry that you have had a poor experience with our services. This is very disappointing to hear, and I can assure you that this is not the level of service that we want to provide.
We have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.
We have a vast variety of ways to contact us for help or support and I have listed a few here for you:
Call: 150 from a Virgin Media Landline or 03454541111 from any other phone
WhatsApp: +447305 327 112
Facebook: https://www.facebook.com/virginmedia/
Twitter: https://twitter.com/virginmedia
Forums: virg.in/VMforums
Thanks,
Ryan.
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They are all working FLAT OUT to restore a "small proportion of accounts", what a load of rubbish.
AND they have a "vast variety of ways to contact us"
The contacts are a JOKE social media contacts where you will not be talking to anyone, mainly ROBOTS especially the Whatsapp contact number where you are talking to a VIRTUAL ROBOT. What a service Virgin Media have supplied to us all.
You can try the phone numbers (150) or the mobile number, where you will be taking POT LUCK which country you get through to and POT LUCK if you actually get through to anyone who can answer your questions or know what the F**CK you are talking about.
I did get an email from a person claiming to be 'The Director of Customer Service', Axel Wehrle, informing me they 'AIM' to restore our Emails and Folders from the back up NEXT WEEK, don't hold your breath with this incompetent company who have obviously been hiring a bunch of numbskulls in the last few years.
It might be time for the OMBUDSMEN to get involved if nothing happens next week.
Thanks for nothing Virgin Media
notice that the forum chat discussing this issue above has now been taken down. I have still not had my historic emails restored since Monday 19 June 2023.
Me neither, promised some time next week! Really.
Same has happened to all my 'historic' (ie older than a week) emails - a weeks has caused me so many difficulties with a current event project. I agree that I would prefer to have all restored than 'service' restored.
Yup.. I have the same problem... Can't believe it takes that long to restore a server and get info back as they are always bragging how good they are....A week??? No way ! What are they doing ...sifting through every email to be recovered one at a time.
And I gotta agree with the ways to contact them... I dread getting fault and having to go through their automated system or customer service...even if you can get through.
VM need to note that if there is a big issue like this one, they need to keep their customers informed. Not just give out some feeble statement like the team are working flat out. Their paying customser want more than that! The way they word thing is like they are doing us a favour.
Tony_
