Loss of Email - F010762348

I have a legacy ntlworld.com email account and like many other customers, 7 days after the loss of all of my email folders and any emails prior to 7 days ago I'm still waiting for an explanation of how this happened or timescales for when the emails and email folders will be recovered. My 'historic' emails include car insurance documents, order details for things I've ordered from various companies, electronic concert tickets, etc.... without access to these soon things are going to become more and more problematic.

Like many people I suspect, I'm only keeping my Virgin account to retain the email access (as unlike many other companies they won't allow you to leave but retain just the email account). If I can't rely on Virgin to maintain the security and availability of my emails, then there's really no reason to remain with you.

What’s your lates update VM ? Working ‘flat out’ no doubt. And you’re sorry for the inconvenience. Isn’t it about time you gave us some real info ?

Still waiting for Virgin Media  to restore historic emails and Mailboxes. 7 days gone. Not good enough. Need access to these Mailboxes

WHEN WHEN WHEN is this going to get sorted!!!??? I STILL do not have any of my historic emails which have all been wiped from my inbox and folders. This is beyond ridiculous now. PLEASE CAN SOMEONE PROVIDE AN UPDATE AND TIMESCALE?

To be honest, I am of the opinion that the longer this fiasco goes on, the less chance of ever getting these historic emails back becomes. 

I really wonder if VM actually have any real strategy to sort this out, or is it a 'let's try this, it may work, if not let's try something else' and hope for the best attitude.

They really haven't been very honest here, leaving us basically 'in the dark' with vague times, dates, and promises, all of which have so far passed without anything being done, except to 'cut and paste' a week old 'update' that no longer bears any real relevance to the true situation.

VM refusing to engage with it's paying customers does it's image and it's status no good at all, and repeated refusal to be honest is alienating more and more of it's customer base. 

I am now exploring moving away from VM entirely, as they are no longer perceived as 'honest'  or 'customer orientated'  (not that they were to start with!)  Don't think I am the only one either.  

When is this going to be resolved? It is beyond a joke now having not had access to my historic emails for over a week now.

I'm 3.5 hours into messaging one person here, and having spoke to 2 different people on the phone. The second person on the phone told me to stay on hold, and has put me back into the waiting list of waiting for someone to answer my call. I am no closer to getting access to my emails, or answers. 

As per this post:

https://community.virginmedia.com/t5/Email/Emails-and-Folders-still-missing-SIX-DAYS-now/m-p/5352149/highlight/true#M258642

I am afraid you are all expecting Virginmedia to be responsible for restoring your lost emails.  The terms and conditions for VM email use are clearly laid down in their terms and conditions and it is NOT their responsibility to back up your email, it is yourselves the customers.  Its all very well if they do manage ultimately to restore your lost emails, but their Ts and Cs clearly state it is your (the customer) responsibility to backup your mail.  See this cute copy pasted from their 2022 latest Tc and C's

"Email use

6.4. You may or may not be offered the opportunity to sign up to a Virgin Media email account. Virgin Media email accounts are subject to availability and Virgin Media does not promise that a Virgin Media email account will be provided to you, nor does it guarantee that additional email addresses to your primary Virgin Media mailbox (if you have one) will be made available. If you use a Virgin Media email account, it is a variable service by nature and we may upgrade, update, replace or withdraw it from time to time. It is your responsibility to back up the contents of your Virgin Media email account."

As you can see from the bold text (it was I who emboldened it), The onus is not on VM to backup your data - it is YOU.  GDPR rehires that they have to safeguard what they have against it being stolen or leaked to external nefarious locations, but as long as that hasn't happened, they are NOT obliged to restore all your missing folders or messages.  Out of they good efforts we may eventually see the return of some or all of the missing stuff, but if it doesn't happen, its still technically not their problem.

I understand you are all utterly devastated by the loss of this material and the slipshod and/or lack of updates that VM have been giving us, but at the end of the day for those of us who didn't read the small print, is that VMs fault?

I say we should quietly stop moaning and "wait and see".  Those who don't leave VM should take the events as a salutary warning that not taking backups of your own data is a gamble which in this case may have gone badly.  So . . .  learn the lesson and from now on please start taking precautions to safeguard your data in future.  That doesn't mean to jump ship to another free provider and continue not taking backups!  Whoever you switch to can just as easily have a hardware failure and potentially lose some of your data.

@Mykol - As @Graham_A says, I can't access my account at all.