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.
Hi, i have lost 100's of emails since sunday - all of my saved folders are now empty, these old all my policies for car, house etc. Will these be restored?
hi my wifes email history and folders have been missing since the virgin media outage on the 19th June she has very important information stored on these folders and would like it back asap.
I received an email from virgin media stating a disruption to email service 19 June.
They indicate I cannot see mails before 19th June, and they are working to restore this. I have lost my entire life’s emails now.
I have not had any feedback in 3 days nor have they resolved issue. Does anyone else know of this? And how do I get in touch with them as the external phone is no longer in service and the virtual assist is a waste of time as it will not respond to email enquirers.
The most puzzling thing is that despite doing nothing for a week the Moderators have still managed to clock up 27 Kudos. It is a bit like the latest government honours list.
In same position and getting very worried re what is going on and what to do next. Please can someone help as from reading the above posts, it is not just me.
An update ack some are still not able to access emails would be very much appreciated.
After several days of no email service, I still cannot access any of my emails earlier than 19th of June. I have received no update from them to tell me when I can expect full access to my emails. This is beyond a joke. Like many others I am migrating to another email provider. I have been with Virgin/NTLWORLD since the 1990's and this lack of service and lack of communication is a disgraceful way to treat loyal customers
I was told it would be resolved by 1pm today. Has it been fixed? Of course not
Update:
I had reported this as a formal issue some days ago and lo and behold a virgin agent has just called me…. Yes a real live person.
he was , to his credit, pleasant and explained a bit more about the situation.
Basically the restore is taking place and should be completed within a week… not Friday but a week since the start… which he says is Monday… his words not mine.
if however the issue (no historical emails) continues the complaint case can be reopened.
Did it fill me with confidence? not really but it kind of tells me that VM are actually taking it seriously because a got a real human calling me.
Heres hoping …..
I also registered the issue as a complaint. Difficult because there is no direct means of complaining about loss of email but I went through cable, customer complaint, other. Today I had a call from an actual person today. He has subsequently sent an email which I put here in case it helps anyone:
We have a little update on your complaint with us. We didn’t want to delay things, so we’ve gone ahead and looked into a resolution for you.
Here’s a quick recap
Your complaint was:
Cable -> Customer Experience -> Other
We’ve looked into it and here’s what we found:
Good afternoon Mr & Mrs Harris
We are sending you this correspondence as further acknowledgement regarding your complaint following our brief chat today on the phone.
We understand that you have raised your case with ourselves concerning issues with your Virgin Media mailbox. As such, you have requested a reason as to why these issues have occurred and when we should expect your Virgin Media mailbox to be fully operational.
From our investigation, we have found that a technical error had occurred with our Virgin Media mail systems on the 19/06/2023. Part of the hardware that manages our mailbox platform experienced a failure, which overloaded the servers and caused service disruption for some email users. Just so you know, as of Tuesday evening, we have since restored your ability to send and receive emails from your account.
However, some users may find that historic emails in their inboxes may not be available. If this is an issue impacting you, we are looking to resolve this issue as soon as possible. We do not have any further updates to share regarding an SLA for this particular issue to be resolved at this time. Rest assured that, once fixed, any historic emails in your inboxes will be restored, as these have been stored in a secondary secure location to back up this data as a contingency in the event a fault of this nature occurs.
We do apologize for any inconvenience caused. We would suggest that, if you are still experiencing any issues and want to get further updates, please feel free to get in touch with us directly using the service number provided at the bottom of this communication.
Kind regards.
Here's what we offer as a resolution:
Technical ->Technical help provided
We hope this works for you.
We’ll keep your complaint open for 28 days from now just in case you still want to talk through your options. Please ring us on 0345 454 1111 if you’re not completely happy with the resolution.
If we don’t hear back after 28 days, we’ll assume you’re satisfied with everything and close your complaint.
Well that is vaguely encouraging. Thanks for sharing.
I'm also still having email issues, retrieving old emails etc any idea when it will be fixed as this has been an absolute nightmare.
I finally started to get emails this morning around 09:45.
I didn't change any passwords - account or mail settings - as I could send emails, but not receive.
My iphone stopped prompting me for an IMAP password and my PC stopped asking for the POP3 password.
When the dust has settled, will look at alternate/backup email providers.
I was unable to access any emails at all last weekend and can now only access those sent/received from 19th June 2023. Two questions:
When are you going to restore full access to emails? Also, what compensation are you offering for this drastic loss of service
