Loss of Email - F010762348

I put in a complaint yesterday, and have just been sent a reply telling me how to change my password. However, secondary accounts seem to work in Thunderbird & Outlook. If I sign out of the primary account, and sign in using the secondary emails then Webmail works fine too so I'd rather live with that for now than risk changing passwords/contacting support etc. and losing all access.

Just to add, I clicked on the triangle and ! and "changed" the password to the same one, clicking on the "Ignore Warnings" button that popped up. Seems to work fine now though the triangle is still there.

I cannot access my vm email account and new contract from o2 registered to that email address? 

2 weeks ago and still not working?

Now their crappy support chat is broken - round and round in circles!

48HRS NOW & i STILL cannot access my secondery email in my wifes name. Keeps asking for password authentication. I deleted as requested the said account & re-opened it. or tried too, but now it will not even let me do that. it still asks me to authenticate which I tried but won't even do that. Come on VM no more excuses whats going on

What a disgraceful, disgusting mess this has become. Just spoke with 'technical' support yet again. They are receiving, and I quote 'thousands' of calls about this. He said, answering my question as to whether we will ever regain our historic emails 'I can't guarantee you as of now if you will get your historic emails back. I can't tell you any more than that'.
Let's face it, it's been over two weeks now. Any provider of any worth, if they had backups, would have had the issue sorted way before now. IMO they are stalling, waiting for the heat to die down, and will eventually announce they are not be able to restore the emails. It's an appalling situation.

My primary virgin media account is a blueyonder.co.uk type set up years ago when I first joined Virgin. I have a virgin media email account that I still use [MOD EDIT: Personal info]. I can log into that email account via virginmedia.com web email login link and it is working as of 05 July 2023.

I have been using a secondary account [MOD EDIT: Personal info] as my main email address for several years, and I have had it set up so that when I log into virgin media email I can see both email account folder structures and access email messages from either folder structure.

For about a week I have not been able to log into [MOD EDIT: Personal info] at all, directly or by logging into the [MOD EDIT: Personal info] email. I have not altered the password but get "Your email or password was incorrect. Please try again or go back to change your email." when I try to log in to the virginmedi.com email account directly. When logged in to the [MOD EDIT: Personal info] email account the [MOD EDIT: Personal info] folder structure has a triangle with an exclamation mark inside it by the name and clicking on the account name tells me it is "empty".

This is a real disaster for me.

This is possibly related to the "O2" work Virgin are doing? I have waited several days but the "damage" has not been rectified.

I have used "150" and tried to speak to a human but gave up after being directed to unhelpful help pages and then being left on hold for a very long time.

Has all my email been lost for ever? There was no warning that my email was at risk and the O2 transfer process was supposed to be user transparent.

Can someone please advise me what to do? I don't usually use a third party PC based mail app to back up email from Virgin servers - I thought the cloud was meant to be safe. I hadn't realised my emails were so at risk.

Thanks,

David

Not sure why I was able to access all my historic emails from yesterday afternoon after receiving email from Mr Wehhrel saying all fixed and other people can’t. I didn’t do anything to my account like change passwords etc. I guess I am lucky and feel for everyone still having problems.

Like so many others here, STILL waiting for historical emails to be returned. As posted before, had numerous conversations with customer service call centre staff in India, who all in turn keep telling me that they 'do understand how frustrating it must be'.

Naaaaa, that's just what you are trained to do, try and show empathy. Doesn't work when in turn that show of empathy includes making promises of when everything will be fixed, or telling me to wait another 24, 48 hours, or just being rude and hanging up the call. Three messages from Director of CS, Alex Wehrle, again advising of short overnight loss of services to rectify the situation, have resulted in no change.

Yesterday go out through to someone in technical support, and the net result of the conversation with them.......wait another 48 hours or so, and see if anything happens. He also made a comment which seemed to sum up the whole attitude so far from Virgin Media. You do not pay for the email service, it is free. 

Sorry but when joined VM many years ago, opting for broadband which included an email usage for the account holder and family, then yes I do pay for it.

Raised an official complaint detailing all of this, and the response.....Give us up to 28 days to look into the complaint. 

At a complete loss what to. I have all correspondence from my employer, family matters including solicitors Comms etc following passing of relatives, banking. 

Hellllllllllllllllllllllllllllp!

All legacy emails before 19th June are still missing. The email is setup as imap so no legacy emails have been downloaded. These are important emails do we have a fix date yet?