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Loss of Email - F010762348




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.


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.

3,132 REPLIES 3,132

Joining in

Thanks for that info.

Currently I am able to log in to my Virgin email on your website, but it isn't sync-ing to my Windows Mail on my PC.

I get the message "We couldn't access this account: (ac-name). You might need to update your password or give the account permission to sync to this device".

I've checked the sync settings advanced option and it give the incoming email server as

Is this correct?  Or is the problem likely to be resolved when the issue is fixed?

Knows their stuff

my last received email was Sunday, at 8PM.

Not received ANYTHING since then, despite several people phoning me, saying they have sent me emails, and why hadn't I replied??

I  have sent some to my VM address from 2 other accounts I have with other providers, and they haven't arrived either, despite being sent Monday lunchtime, Monday evening, and today. 

Becoming something of a farce now, 40 hours, and still nothing. 

'Our teams are continuing to work on restoring all users’ access as a priority and we will do this as soon as possible'

Beginning to think this is more than a small hiccup, sounds more and more like a major attack on the servers....

That doesn't alter the fact that VM do still provide an email service to customers who signed up for it and have existing email addresses. They surely therefore have a responsibility to maintain that service for those customers?

Tuning in

Hi, when are you going to give a proper update of a fix time for the current email issues.

Very Insightful Person
Very Insightful Person

@countyexile wrote:

That doesn't alter the fact that VM do still provide an email service to customers who signed up for it and have existing email addresses. They surely therefore have a responsibility to maintain that service for those customers?

Indeed and that is what they said they were going to do last May when the announcement was made.

My point was that it isn't necessary to change ISP in order to change to a different email service provider.  Indeed many people on this community, including a number of VIP members, have been recommending for years that users separate the two functions, not least because VM Mail accounts are closed 90 days after you cease to be a VM Broadband customer.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Likewise, I have moved a lot of my info to Gmail. Found it very reliable.

Tuning in

I haven’t received any emails to my ntlworld account since Monday. 

i had a few through initially yesterday now I’m not receiving anything - I normally get approx 50 a day. 

What’s happening - I need email access 

Tuning in

I am one of those unable to access my email. Followed password reset procedure as provided in Help and Support and managed to gain access last night only to find it was unavailable again this morning.

On our wavelength

I actually lodged a complaint about this with VM on Sunday and have just received a call from Customer Services to discuss my complaint.. During the call the rep looked into my account and realised that I was paying over the odds for the services I receive - he also realised that I was still using a very old TiVo box. Upshot (after a very lengthy conversation) was that my monthly bill is being reduced substantially with no changes to the services I currently receive and he will be sending me a new up to date TiVo box. Plus gave me a compensation payment.

He did try to text the new contract documents to my mobile but I don't have a smart phone - copying the link in the text to my PC didn't work and,obviously, he couldn't send them via email until this email issue is sorted and fixed ! He has said he will ring me again tomorrow by which time it is hoped that emails will be up and running again.

Interestingly at one time Gmail 'behind the scenes' ran Virgin email services.  THus I still have an old Gmail folder on the stack when I log in to my Ntlworld id.  With just some old Sent items; latest  from 2017. 

Now, the SMTP server for my ntlworld Id seems to be working.  I've just sent one to another of my ids which made it
The Incoming (IMAP and POP) servers are I assume where the problem lies.

Does anyone know if the Archive storage counts towards the Quota (25Gb) quoted on the VM mail page?