Forum Discussion

用心棒's avatar
用心棒
Very Insightful Person
2 years ago
Solved

Webmail malfunctioning due to missing account data

Webmail malfunctioning due to missing account data. Some of the issues caused by this are as follow:

  • highlighted profile signage is absent due to missing account data:
  • unable to select Reply to sender, Reply to all recipients, Forward, Delete options for selected  message
  • ⚙ > Accounts section is blank:
  • ⚙ > E-Mail > Compose section is blank:
  • select Compose with Inbox folder selected does nothing
  • select Compose with any folder other than Inbox selected cause the following error:
  • ⋮

 

Trying the following had no affect with resolving the issue:

  • clearing browser's cached data
  • changing account password
  • using browser's Incognito / Private mode
  • using an alternative browser
  • using an alternative operating system / device

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  • 用心棒's avatar
    用心棒
    2 years ago

    I will not be pursuing this issue because the email account involved is not linked to my current broadband account, i.e. it is not listed under Account settings > Account details > Manage other My Virgin Media accounts when signed in with primary account holder's authentication details

     

18 Replies

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

    Hi 用心棒,

    Thank you for your post and the information on what you are seeing when accessing your account.

    We have linked in with the moderators and made them aware of what you are experiencing. 

    Currently we are looking in to other users messages and reports to determine if this could be related to the known email issue.

    We apologise for any inconvenience caused and will provide updates as soon as we possibly can.

    Thanks, 

     

     

     

    • railwaymanbill's avatar
      railwaymanbill
      Joining in
      2 years ago

      I confirm that I am having the same issue as detailed above. I can only read emails, I am unable to carry out any other tasks such as compose, reply, forward and delete emails as I get the no entry symbol when hovering over icons which are all greyed out. My address book of contacts is now empty and I cannot add spammers to the blacklist via the 3 horizontal lines dropdown list as this facility is missing. I am using webmail via my Virgin Media account, I have run a complete cleanout of my PC and I have changed my password which had no effect. In addition several of the sections/buttons in the email account settings are blank, unresponsive, giving off error messages or are stuck on continuous loading of the page. I suffered from the recent problem of loss of emails from folders which I assume has been rectified, although it's impossible to tell if years worth of emails are all present. However the above problems are now occurring which has put me in an even worse position.

    • Cantante's avatar
      Cantante
      Tuning in
      2 years ago

      Is anything being done about this problem with webmail which is malfunctioning? Do you know when it might be fixed by?

      • Tom_W1's avatar
        Tom_W1
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Cantante thanks for your message and we're sorry to hear this.

        We are aware that this is an issue at the moment - we are investigating this and hope to resolve things ASAP.

        Many thanks for your continued patience.

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

    Me too - same problem - reply/forward/etc all greyed out, nothing in the account details - can access fine through outlook and phone, but not on the web app on the pc, which I use for checking what has dropped into the spam folder

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    Is there an update for this issue; a month on from when first raised?

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 years ago

      Hi, 

       

      Thank you for your further post.

       

      This is still being investigated.

       

      We have asked for a further update today, we will pop back to you here as soon as we know more.

       

      We do apologise for any inconvenience that may be caused whilst the team works to resolve this.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    I will not be pursuing this issue because the email account involved is not linked to my current broadband account, i.e. it is not listed under Account settings > Account details > Manage other My Virgin Media accounts when signed in with primary account holder's authentication details

     

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

    Something has changed,  I was offered a tour as if it was the first time I was accessing Virgin Media Mail today, and the options are back available in Red.  I can now reply and delete mail again.  No clues what was done though.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    Good to read issue is resolved for you but a pity no one could be bothered to explain the cause or why it took 3-months.

  • Cantante's avatar
    Cantante
    Tuning in
    2 years ago

    I still can't do anything other than scroll through or read my emails (I can't even search them) when I'm accessing them through a web browser. This has been going on since last summer. When will it be sorted?

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

      Hi Cantante 👋

      Thanks for posting, and welcome back to the Forums.

      I'm sorry to hear you're continuing to experience issues. I'm going to send you a private message now, so we can look into this and assist further. Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".

      Thanks,