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HelenPerks362's avatar
HelenPerks362
On our wavelength
2 years ago

Re: Loss of Email - F010762348

 

After experiencing what thousands currently are,  my partners email sis partly working, followed the online info and reset password but it has eventually allowed me to log in via we mail, but I can not get any if the imap logins to work on any of my devices, windows 10 mail, thunderbird app, samsung email. All 3rd party app will not allow me to log in. That part 1.

Part 2, after eventually being able to log in via we mail, I have lost all yes all emails prior to the outage. Some of these are very important. On Sunday and Monday we kept receiving the same 6 emails repeatedly. This eventually stop after another password change but our emails have still not been restored. 

Is this still a part of the problem @virginmedia are trying to fix or is this something new that can be sort now? 

Please help we need some if those emails as they are connected to our imminent wedding.

Thanks in advance.

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  • Ryan_N's avatar
    Ryan_N
    Forum Team (Retired)
    2 years ago

    Hi Helenperks362, 

     

    Thank you for your post. 

     

    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 

     

    Cheers, 

    Ryan. 

    • PAndrew8's avatar
      PAndrew8
      On our wavelength
      2 years ago

      Who are you?
      When is as soon as possible?
      Virgin Media has gone down the pan. Have had cable TV broadband and the rest from when it started with Encom & Bell cable media.
      Virgin Media is now a SHAMBLES
      I recently asked for some easy changes to my service, it took 6 or 7 phone calls, getting different countries answering the phone on each occasion and getting it wrong.
      NOW All my emails have disappeared and the folders.
      I really don't want to leave Virgin Media but I am seriously looking around for a more stable company for all my broadband, TV and especially Emails.
      Virgin Media have lost it, you are a SHAMBLES.

       

      • Ryan_N's avatar
        Ryan_N
        Forum Team (Retired)
        2 years ago

        Hi PAndrew8, 

         

        Thank you for your post. 

         

        We have now restored the ability to send and receive emails for all affected accounts. Our team are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise again for any inconvenience caused over the past two days.

         

        Cheers, 

        Ryan. 

    • Truckert's avatar
      Truckert
      Tuning in
      2 years ago

      Hi,

      So I am still missing 2.5 years worth of emails, when is this going to be sorted out.

  • 2-4-1's avatar
    2-4-1
    On our wavelength
    2 years ago

    I still can't get any access whatsoever. Each time I sign in to My Virgin Media & select the Email option I just get a message saying my mailbox is unavailable, either because my account is locked or I don't have an active account (I do & have had for many years).

    Please can you advise me further VM because your message above (& other users forum posts) suggest people have access now. I don't. Please help!

  • HelenPerks362's avatar
    HelenPerks362
    On our wavelength
    2 years ago

    You all keep apologising by I am still none the wiser as to what is happening, it is not just the fact that i can not see my historical emails it is about the fact that i can even log in properly, webmail is hit and miss and i can even use a 3rd party app. So I dont even know if anyone has sent me any emails since you claim to have restored that part.  I refuse to go in an change my password again to see if that helps its unbelievable!!!

    • Natalie_L's avatar
      Natalie_L
      Forum Team (Retired)
      2 years ago

      Hi HelenPerks362, 

      Thank you for updating the thread. 

      In order to regain access to the account, please visit your account via a web browser and complete a password reset. 

      You will then need to update your password via the email app/client in order to ensure the details match. 

      Please let us know how you get on. 

      Thanks, 

      • HelenPerks362's avatar
        HelenPerks362
        On our wavelength
        2 years ago

        nat i have done this and it has eventually let me in even on 3rd party app. however still no access to the important emails we are all waiting for.

        Helen