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.
well, here's the latest update I got ⤵️
2 weeks later, lots of promises from Virgin 'working flat out' still no emails from before 19th June. This has caused no end of inconvenience. Not impressed Virgin.
Forum TeamHello Elsiejohnson
We're sorry to hear of the email issues experienced recently, we appreciate you taking the time to raise this via the forums.
Our teams were working through the night to complete planned and essential work to our email service. This was carried out overnight to minimise disruption for our email users, but unfortunately we have since encountered some technical difficulties which means email users may be experiencing intermittent issues with their email service. We apologise for the inconvenience this is causing and our teams are working to resolve it as soon as possible.
Can you confirm if you're able to access the account via webmail? If so, we would recommend following the steps below to generate a new password for the email account and update via the devices:
Thanks
Rob
Hi Rob, Thank you for your reply. Yes, emails are working fine, I can send and receive on all devices. But I do not have access to any emails that were sent/received before the 19th June, that's a full 2 weeks now. How much longer will it be?
Thanks.
Same here 😔 so disappointing
Honestly, after this length of time, you probably have to all work on the basis that whatever promises VM might make, realistically your old emails are gone and aren’t ever coming back!
Or maybe they will, and VM pull the proverbial rabbit out of the hat, do you want to bet on that?
So, assume that for whatever reason, all of your old emails are gone and won’t ever, ever be coming back. How does this affect you? Now how do you, personally, mitigate against this? Forget any ‘compensation’, it’s legally a bit dubious, and in any case the onus would be on YOU to show, and argue in Court how much you have materially lost.
3rd July: webmail has been back for a few days, but still unable to re-establish virgin email via imap in my android phone's gmail app. Tried imap.virginmedia.com as the server, incoming port 993, SSL/TLS security, no dice. My workaround is to save a (chrome) shortcut to the webmail page on my phone's main screen, so one tap opens it.
Forum TeamHi there captainw5
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you are facing this issue with your email, just to confirm are you able to view the email in webmail?
Have you changed the password at all via My Virgin Media?
Yes webmail is ok, though weirdly it stopped working a few minutes ago but is now back.
Yes I changed my email password several days ago when all this chaos started. Am using the new password in webmail. NB unlike my previous passwords, the new one has no capital letters, numbers or special characters, but it still works. Slightly surprised that it works.
Forum TeamThank you for letting us know captainw5 and we are so glad that this is now back up.
Please do pop back should any issues occur in the future, and we will do all we can to help.
When I say my email password I really mean my virginmedia password....
Have lost 2 ntlworld legacy accounts been on to technical several times who changed passwords and claimed it would be fixed now have just lost my Main Bussiness account need asap can anyone help
Dear Virgin Media
Following your failures to restore, and indeed protect, in a proper way our historic data and our email inbox of emails from before 19th June 23 I am unable to create certain invoices and reply to RFQ's worth thousands of pounds, which means my business is losing money and I am unable to pay the bills incurred, including mortages as I can't invoice out. We have been patient in allowing you two weeks to restore the data, but alas to day we are still waiting.
You should also be aware that there are certain subscription based software packages that have encrypted log-in information that was stored securely with you in one of those historic folders. The costs for maintaining a service that I cannot use due to Virgin Media's lack of service will also be sought.
We have paid you for a service for many years and you have failed to protect our data. Restoring a back up does not take this long.
You should be aware that as Virgin Media have taken responsibility for this failure any losses or incurred amounts, including interest will be sought from Virgin Media.
You will be receiving notice of these intentions in writing this week
Your measures must ensure the ‘confidentiality, integrity and availability’ of your systems and services and the personal data you process within them.
The measures must also enable you to restore access and availability to personal data in a timely manner in the event of a physical or technical incident.
You also need to ensure that you have appropriate processes in place to test the effectiveness of your measures, and undertake any required improvements.
100% not complied with!
If only that were true. I am beginning to assume no one at Virgin works at the weekend and they only find there is a problem on a Monday morning. Well we are all sick of it. Email is not a nice to have add on, it is essential.
My emails had been working online though not downloading to Outlook until yesterday. This morning I found my inbox had been replaced with a message:
"Your Virgin Media Mail account is currently unavailable.This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore. If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution." Followed by instructions for setting a new password and an app e.g. Outlook specific password and checking mail wasn't being forwarded without my knowledge.
I opened Virgin Media and found I hadn't been locked out of that or of email and didn't need to reset password. A few emails have come in but now I can't send any. Sending gives message: "An error occurred inside the server which prevented it from fulfilling the request."
So in my case the situation has gone backwards over night!
since i am unable to send replies to other threads ( an error has occurred ) - let alone find them with the communities hapless seach engine - i have to start my own.
NTL world email, unable to send since last night, but for the first time ever i see there seems to be a heads up on the VM site so at least that's an improvement, unlike the email service
Forum TeamHi there,
Our teams were working through the night to complete planned and essential work to our email service. This was carried out overnight to minimise disruption for our email users, but unfortunately we have since encountered some technical difficulties.
which means email users may be experiencing intermittent issues with their email service. We apologise for the inconvenience this is causing and our teams are working to resolve it as soon as possible.
Beth when this happened last week for the first time we were messaged warning us of works overnight, there was no such warning this time.
I am not sure what makes me more angry, the service ( & cost ) of VM or it's lack of communication. Remember in April & June there were serious outages which made the national news & since the last one which lasted several days 2 weeks ago & for some has still not been fully resolved, we have now had two further disruptions. It's not good, & remember the June massive outage was totally ignored by the service status checker ( good service )
Please can you include EMAIL on the service status page and be honest about when there is a problem
email system NOT working again absolutely fed up wiyh VM give our money back rubbish serive
Mine is off too, this is ridiculous, service status a lie yet again
Just been told that email service will be restored by 12th July. What a crap service
I have lost all patience and confidence in VM regarding my missing emails. This has had a disastrous effect on my personal affairs particularly as I am executor in my late sister in law’s estate and numerous emails relating to the probate are now unavailable to me. This situation is unacceptable. VM’s treatment of its customers has been deplorable and I will be seeking whatever legal redress I am able to instigate.
