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.
Can we please have an update as I was told on WhatsApp yesterday the problem was fixed but I still have no emails in folders.
Thanks
When will all my email folders show again in my virgin media mail? its been over a week. Ive needed information and receipts i couldn't get because the emails have disappeared........... Will we get Compensated? after all we are paying for a service and they haven't provided it........im fuming.!
My partners e mail history is still not restored and this is now causing a severe issue as it is impacting on exam marking and other deadlines. When will this issue be fixed it has been going on for a long time
WHEN are we getting our Files and Folders back?
When are my historic emails going to be restored. I have a hospital appt and need to access the email that contains medical reports
There is no update site on Virginmedia to let me know when the problem with my emails will be fixed.
contact facility's regarding email are none existent.
the missing emails are beginning to be a big problem for me as I have holiday and event tickets lost in my email files that I will need in the next few days
how do I find out what is happening
Ignorant is the only publishable word that I can use to describe the lack of information regarding the lost email folders. It is now over 10 days since I lost access to vital information required on a daily basis and there seems to be a total disregard to customer service. When is this disaster going to end?
A new & undesirable occurrence :
My wife's (Secondary) account has today, suddenly synchronised fully with the Virgin server content, causing all email before 23th June that had previously appeared "OK" on her MS Outlook client to be deleted !
After the virgin email outage on the 18th, she lost the ability to access her email / send / receive etc via Outlook or Webmail until the 23rd.
On the 23rd, fortunately I took a copy of everything on her Outlook client before she regained access via Webmail & via the new "App Password" to Outlook.
From the 23rd until today on the Virgin Webmail interface she could only see email from the 19th June, but on Outlook she had access to all previous emails as normal.
I'm guessing that when she regained access. Virgin still wasn't synchronising properly - even though no faults were shown. It's now fully synchronised with Webmail where Virgin have still not restored her historic emails - wiping the content from her Outlook too.
Fortunately & wierdly, apart from the outage from the 18th until 21st June, My Primary account hasn't had the same issues.
This sort of thing just shouldn't be happening if they have a tried and tested strategy for reinstating the lost emails. Tbh, this smacks of panic and a 'for g**'s let's try anything' approach. Outages happen but I'm just as concerned by Virgin's approach to crisis management especially their comms. If they don't turn this around it will be that concern which makes me leave them.
I have just spent 20 mins. on the phone to the ICO. They are 'aware of the situation' and are 'investigating. Their advice is to lodge formal complaints to Virgin by phone to 0345 454 1111, by emailing dpo@virginmedia.co.uk and by writing to Data Protection Officer, Virgin Media Ltd., 500, Brook Drive, Green Park, Reading, RG2 6UU. If, after 28 days, a satisfactory response has not been received to then copy the complaint and associated documents to the ICO who will take the necessary action.
As I've been chronicleing my adventures with the "loss(?)" of my folders and older emails......
Just for the record (having just paid the usual exorbitant amount to Virgin for my June usage), the latter third of June has not been AT ALL usual.
Having spent a number of years with Virgin, and generally being pretty happy with the facilities and service they provided, I had grown used to depending on my email, old and new, being there when it was needed. This included personal emails, some of them quite precious to me because of the memories they preserved; but as the runner of a business, many of them were kept and organised to help keep that business running smoothly. So suddenly not being able to depend on current emails that I needed to alert me to events, obligations, business emergencies, was shocking enough; but at least did not last for long.
The emails that had disappeared from the inbox and the folders, though.....and that are still missing, though we're assured they haven't been lost.......these are bills, and booking confirmations, and necessary information, and all the other things needed for running and accounting for the incomings and outgoings of, a business.....ah.
Yes, up to now I have managed to get by without them. But in the process, I have spent a GREAT deal of time (which means money) and worry scratting around for information which was in that inbox and those folders. And that doesn't even include the account-preparation which I've had to put off because a good bit of the information needed to do this is simply not available (though we're assured it WILL be) - again, lost time and therefore lost money at the very least.
I reckon, therefore, that we are due compensation for the wasted time alone, even if eventually we do get our files back.
I am, however, not holding my breath till this happens.
I have an issue that I cannot get my virginmedia email on my iPhone or iPad, in trying to fix it I’ve made it worse, can somebody help me please it revolves around password changing
many thanks
Graham_A says (with me adding the missing bit) >
VM have recently changed the log in requirements for accessing VM Mail via third party apps.
If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mail Settings Manage > Mailbox App password management
Try that, Just be aware sometimes the "Account Settings" page doesn't show the "Mail Settings" box at the bottom.
Hi @alysina 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, iPhone mail app, etc., you now need to use a separate (Application) Password to the one you use to access your VM Account/Webmail.
This seems to have been introduced or, perhaps, more rigorously enforced, following the recent outage...
You can generate this App Password here: https://www.virginmedia.com/my-virgin-media/account-settings/mail-settings
Add the generated Password to your mail application's settings and you should be GTG...
P.S. You should probably create a backup before you make this change if you use IMAP, as when you now (hopefully) successfully connect to the VM Server, your local folder structure will synchronise with the now empty folder structure on the Server...
@ModTeam Given the amount of people on this thread that have struggled with this, surely that indicates that your messaging around it needs to be updated to be more accessible and/or more clear...
How much longer do we have to wait for the historical emails to return? This is costing money and time to have orders and important documents resent.
