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.
Like everyone else, im having issues with my virgin media emails (ntlworld.com).
Initial message was my password was invalid, which i knew it wasnt! Called VM and was advised on Monday to log out and then log back in again.
Now i get a new unique message saying my IMAP/SMTP service is enabled. Then a further message asks me to populate them manually.
Anyone who what i should be populating? Or is this part of the ongoing issue?
Attached error messge as mentioned above.
Since then
is the same problem of why i get no emails to sign up for? like it will ask for account number and stuff which is sent in an email but will never show up
It's the first time I've had a problem like this and I've been with VM since they were United Artists! Yeah, I'm going back a bit. I'm not able to sign into the online portal but download my messages in any case. I've recreated my folders in Outlook because I have emails in there but wondering if I needed to. I've had a lot of duplicated emails but just deleting them. I think this is a case of sit and be patient whilst VM sorts this out.
The above grim reality of IMAP makes for depressing reading. Thus, if VM deletes a folder due to a software glitch, it looks like the deletion will then be replicated across all of ones personal IMAP-linked devices.
On the bright side, if VM can restore Users' deleted folders, then the IMAP protocol should replicate the restore across said IMAP-linked devices.
I have never liked the IMAP idea. As far as I can tell, if I mistakenly delete a folder when reading Emails on my Smart Phone, then the deletion will be replicated across all my other devices.
I have always used the somewhat clunkier and ancient POP3, with which this rather nasty side-effect of IMAP couldn't happen. POP3 downloads Emails to my MS Outlook Inbox and I can save the *.PST files to a backup - as I regularly do.
For what it's worth I belive that Virgin Media has demonstrably failed to deliver its email service with reasonable care and skill and is therefore in breach of the Consumer Rights Act 2015 s 49 and VM customers can seek a price reduction under s 54 as a remedy.
Ignore forum VIP excuses around "free add-ons".
'Ignore forum VIP excuses around "free add-ons".'
In reality, there is no such thing as 'free', because someone, somewhere has to pay for it. NOTHING ever comes 'for free'
VM may say its a 'free add-on' but it has to be paid for , and all the accounts balanced. The servers power, storage, upkeep, & maintenance, all cost money. So where does the 'free' come from??
VM are not going to dip into their own pockets to 'subsidise' this 'free add-on' that's for sure.
So, it's factored into their basic running costs, and then applied to all their customers, through their pricing of the product. Basically, whether you use the 'free add-on' email or not, you are indirectly paying for it. VM will not directly charge you for it, bit indirectly add an amount onto ALL customers bills to cover it's costs.
I believe that the Trades Descriptions Act states that if a company provides a service, then it should ensure that the service is fit for intended use. (which this massive problem shows that it isn't!) The fact it is touted as 'free' shouldn't remove the obligation to provide a 'fit for purpose' service.
Would be interesting to see how a legal challenge would stand up in court, considering the points I made above regarding costing of providing 'free' email, and how VM stand regarding covering the operating costs..
Given the abject nature of communication from VM on this email fiasco I approached Ziggo, the Dutch outfit that Liberty Global use to process VM email, directly and they assured me that there has been no data breach.
'they assured me that there has been no data breach'.
To be honest, I really don't think they are going to admit anything to a casual request, most companies are very close mouthed to all outsiders. Nobody wants to be the 'whistleblower' or compromise the company.
You have probably been given the companies 'official response by their PR/media outlet, to be fair..
Not too sure I'd believe it just because their PR people say so...
Where are my bloody emails you utter clowns?
Bear in mind ...
Virgin Media would consider a "Data Breach" to be something where data has been downloaded without permission "Password". If someone has brute-forced passwords and used IMAP/Pop3 to access other peoples emails then Virgin Media would likely consider this a "user" problem of securing emails.
And the fact that VM have said for years that they can't view access logs or log out all sessons would show that they wouldn't be able to check. (Not being able to check means that they can never fail the check).
hi
Regarding the recent email issues, though I can now access I cannot view any old emails , prior to the issue I have stored in various folders - this is a major issue - when I click on email i get "this message cannot be displayed because a problem occurred"
Sorry if a response has already been provided on this elsewhere , but can someone advise on when / if this issue will be resolved ?
Thanks
Neil
Forum TeamHello Guvnor1612
Sorry to hear of the issues experienced during the recent email account issues.
We apologise again to those individuals who have been experiencing issues with their email services since Monday. Our teams are continuing to work on restoring all users’ access as a priority and we will do this as soon as possible.
Rob
This is all so very weird. I am the primary account holder. My email (all bar the two missing days worth) has been restored and working.
Hubby is completely locked out of his. Following instructions to change password etc achieves nothing. He is a disabled veteran who relies on his email.
Please advise as to how he can get back in. Thank you.
I’m fairly confident that our IMAP folders/Historical data will be fully restored for 2 reasons:
- Firstly, VM informed us of such in an email: “We want to reassure you that your emails and data are safe and secure; there is currently nothing to suggest your account has been compromised; and that all emails will be fully restored once the relevant system repair has been completed.”
- And, secondly, if the data had been lost they would surely have been obliged to instruct IMAP users to make a backup before reconnecting to the Server (once the service had resumed)...
When this happens, of course, is the Big Unknown…
Appreciate your team are working to get these emails restored but please provide more regular updates on your webpage. Do you have a date when we can expect them to be restored?
Forum TeamThanks for your post on our Community Forums PJ15000, and a very warm welcome to you.
We apologise again to those individuals who have been experiencing issues with their email services since Monday.
Our teams are continuing to work on restoring all users' access as a priority and we will do this as soon as possible
Kindest regards,
David_Bn
