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.
It’s now 26th June , when will our historic emails be restored? It’s been over a week.
No historic emails before 19th June. Still waiting, 6 days after denied access. No recent Virgin updates.
Hi Elsiejohnson 👋🏼 Thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums.
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.
Kind regards,
Ilyas.
My blueyonder emails still have not been restored from before June 19th and it's been over a week.
It is an absolute disgrace. When are my emails going to be restored? This is a complete breach of trust on the part of VM. There have been no emailed updates
Hi @Charls1 and the many others who cannot have seen it (given the continued calls for updates on this forum)…
I received an email from VM on Friday evening, the salient points of which are:
What happened: Some hardware that manages the mailbox platform experienced a failure, which overloaded the servers and caused service disruption for some email users.
Where is our data now: Safely stored in a secondary secure location that VM use to back up all data. They do this to protect our data in the event of such a technical issue.
When will our emails be restored: VM aim to complete restoring our historical email this week.
In my experience, this week is typically IT-estimate speak for the end of the week. VM could possibly be more forthcoming on providing a more precise timescale but it may be difficult to estimate, and those engineers who could spend valuable time trying to arrive at the length of this particular piece of string are probably best left to focus on the job in hand...
@ModTeam. Perhaps updating the header of this Post with these salient points would alleviate some of the frustration currently being vented…
Thanks for that... at last some useful information. Thank you for sharing.
I am seriously impressed that you managed to get a response from someone. I have been trying all week without success. You must have some secret magical power or influence that I do not possess.
Tony_
Still no folders in my email since this problem a week ago no recent update
need to access loads of things in there including my staffs holidays etc at work
had enough of it causing loads of problems for me
if not fixed 🔜 be cancelled in December with my TV as well when contact ends
ayone had any news
I have lost all my emails. I received notification from virgin that they had an issue and to be assured that they have them backed up on another server. I am still waiting for my emails to be reinstated as I have stacks of confidential replies and confirmations of tickets and trips etc that I need access too.
Come on VM, get it sorted out.
Forum TeamHi CliffPounder
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.
I have directed your post to be added for any updates we have on the historic email ongoing issue via the forums.
Hi it’s been 2 weeks now and still no historic emails. I have been fobbed off over and over again. I have a lot of important information in those emails it is causing me a lot of anxiety and loss of sleep. What’s going on???
Add me as well Thunderbird is timing out every time I try to get my emails....not good enough.
Despite assurances from VM that our historice emails, although inaccessible, remain 'protected and safe', I am becoming increasingly sceptical. My definition of safe and protected would require VM to know exactly where they are, and if this were the case it wouldn't take more than 2 weeks to reinstate?
I would appreciate an open and honest statement regarding the situation. It is causing me, and many others I'm sure, considerable distress and inconvenience and hard cash.
I think affected VM customers should also form a group in order that we can approach VM and external regulatory authorities (ombudsman?) as one?
Thanks
You are due to get that open and honest statement today from Axel Wehrle, Director of Customer Services, together with details of the forward plan. If anyone sees it would they please post it to this site.
Has ANYONE who lost historical mails had them restored? Anyone?
Has the restore process started? If so, there should be enough metrics by now to know how many gazillion terabytes have been restored so far and therefore how much time remains.
if it hasn’t started, then no one can predict how long it may take.
When will I get my emails and folders back? I was promised 26/6 and this has passed
I have not received any of my emails which I had prior to this awful incident.
No folders have been restored which held so many important and personal documents...surely by now they must have back up data.
I am completely lost without all the information held in my folders and this is going to cause so many more problems for me...contracts, monies due to be paid and monies owed !!!
So much for companies asking us all to go paperless !!!! now we have no back up, and I for one will never go paperless, in fact, I want everything now in hard copy !!
@Barbraella -- Hey there Barbraella.
It sounds to me, if you are content with accessing and managing your email from one computer only, that an ideal setup for you would be a Gmail account -- or a paid-for provider account (there are many options) -- with POP3 setup, accessed by Outlook 2019 (or later) on your local computer.
That's the setup I ran for many years with VM. And it shielded me from this outage.
You can setup POP3 with Gmail, such that you can "pull" emails from the server, down onto your local computer's client (I'd recommend Outlook 2019 or later). You can set it up, such that the email stays on the server, plus also is downloaded to your computer.
After that, you should still do daily backups of your Outlook client data (your .pst file, or .pst files if you have multiples), to a spare hard disk or to an online service. (Personally, I do both.)
Just my opinion of course.
Hopefully you get your emails back, and then you can migrate away from VM email services after that.
There really shouldn't be any problem with IMAP (Or Webmail) instead of POP3. In reality a bad computer should happen much more often than a bad IMAP server - Leave it to VM to find this problem.
If you do use Pop3 be aware that "Generally" speaking, once you fetch the email it will be deleted on the server, and while it's been a while since I have used Pop3, some email clients may only pull a list of emails and not fetch them until you click on it to read it (Could be wrong here, I just know there's a list command and a fetch command). If you do use POP3 and leave a copy on the server (really that just means it doesn't issue a delete command) then you have some security if your computer fails and you have no backups.
Hi, Email I got from VM in case people did not get it. Which was received on Friday.
Hi, |
