Loss of Email - F010762348

HiI am exactly the same. I have not been able to access my virginmedia account for weeks and it says Forbidden in large letter, then forbidden in smaller letters. All my old emails prior to 19th of June were also deleted, including concert tickets, flight tickets, legal correspondence, legal documents, emails from friends who have passed. Every time I ring, I spend 30-60 minutes on hold, and I am told it will be fixed soon. Rubbish. Like you I think my emails are gone forever, though desperately hoping that is not the case. You are the first person I have come across who has the Forbidden response, like myself, when I try to access my account. 

Dear Virginmedia.

I get the words 'Forbidden, forbidden' when I try to log into my account using a webbrowser. I see others have the same issue, for me this started in April and I have reported it numerous times over the last 3 months.  You have also deleted all my emails from every folder prior to 19th of June, including concert tickets, flight tickets, and crucial legal documents and correspondence. I spend an hour to two hours a day trying to get through on the phone line, often without success.  The vague email updates are not frequent enough and tell your customers absolutely nothing. How long will this take? Is it definitively fixable?  Each time I ring I get told it WILL DEFINITIVELY be fixed by 5 days time, then that deadline passes. This is serious for a lot of people We want daily proactive updates. I have expensive concert tickets for this coming weekend and no way to access them at all! This cannot go on any longer. Will all your customers receive substantial compensation for this horrific situation? Has Virginmedia self reported this to OFCOM?  

We all need daily updates - our lives are on hold without access to past emails and without access to our email accounts. 

Given that over 2 weeks later we still don't have a resolution to this, I would suggest that your teams aren't working "flat out" enough to get it sorted. Can we please have an update. Do you have any idea how much of a problem this is causing people who can't access information that they need from their emails? It's completely unacceptable with no proper answer or explanation. 

I've got a few secondary email accounts ending in @ntlworld.com. Historic and new e-mails are OK in these. One of the accounts is an @virginmedia one. This works OK for all new emails but the historic ones are still missing.

Since this has been the case for a good while now, I'm sort of resigned to never getting them. Most of them are quite important but luckily, they only concern past or resolved dealings. This makes the outage less of a disaster for me than it has been for others. Even so, faith in the VM e-mail service has been shaken. I'm thinking it could be best to gradually change the many people and businesses that send e-mails to my VM addresses, over to Outlook, Gmail or Yahoo accounts. I've always had these but they have been little used up to now. Perhaps the time has come.

Folder and old emails still have not returned.  So from 19th June until 5th July and counting...still no idea when they will be back or what is happening behind the scenes.  What is the best way to put in a complaint about this?

To a Virgin Media Team, it is 17 days since my historic e-mails for the last 5 years have disappeared! I have 3 call unique references raised on this topic, and yet to receive a call back. Could you confirm the all up ref for this incident is F010762348 or not. As the 2738 messages highlight this issue is significant and not affecting a small number of users as formal e-mails have stated. This is causing legal issues for my self as I cannot reply to actions in a will, abroad via a 1st cousin's set of e-mail's. Could I please have Axel Wehrle, Director of Customer Service, Virgin Media e-mail to escalate his poor response and allow other's in this e-mail to further highlight to him the significance and poor performance of his service. If staff have been working 24/7 for last 17 days, one member of staff would have been working 11 weeks now. A very disappointed  customer

Like many people, the loss of historic emails is a huge problem for me. I have legal affairs, medical files and other critical information in those emails. When will they be restored? An update from Customer Services is well overdue. Please respond with an update - TODAY!

Access to emails via VM Mail and some old emails now back

(updated via edit shortly after posting)

I've been able to view, send and receive emails via my iPhone and iPad using the apple apps. That's all working fine. I had lost historic emails. I was looking at VM mail via a desktop to see if the old emails were back but all my email accounts had the black triangle and I couldn't see or send any emails there at all, old or new. 

I tried changing my email password via VM to exactly the same password as before and now have access to all the email accounts there. Some of those have the old emails now  in folders. But two accounts - the main ones I use and need, and probably the ones with most old emails in folders, have unlocked but don't have the old folders and mails. Maybe that's because work to restore their folders isn't yet complete. Or for some other reason.

The emails for all accounts still work fine via iPad and iPhone and I can see the old emails on there for the same accounts as I can on VM mail via Desktop. 

I guess I need to just sit and wait re the last couple of accounts, see what the next update says and maybe keep an eye via VM Mail, now i can get it again. 

Now to try and work out the best way to store and save the old emails. 

Still 3 weeks later my ntlworld email account is still not working with loss of all folders and I’ve also been in PM with the forum team previously and who my I add have not answered my PM since last week, 

I realise that the problems with emails may not sorted out yet but although two of my email accounts do appear to be working as designed there is one ntl.world account where I cannot see the folders in Webmail, and in my email client, 'Thunderbird' they sometimes appear but only for a millisecond. They do not appear at all in my Samsung phone where I can select the folders but although they synchronise no emails appear.

This was the account that I was advised to change the 'app password'. although this may have nothing to do with it.