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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

I think you are right Jeni. Agent 503 by the look of it.

A quick update:

When trying to send emails from the Postbox email client, I am seeing exactly the same problem with another SMTP server (supplied by my hosting company; not Virgin).On that basis, it appears that the fault lies with the email client rather than Virgin.

However, sending from Thunderbird is OK with the non-Virgin SMTP server. With Virgin, the messages still fail. So it could be a Virgin problem after all.

I hope this makes sense.

If only that were true. I am beginning to assume no one at Virgin works at the weekend and they only find there is a problem on a Monday morning. Well we are all sick of it. Email is not a nice to have add on, it is essential.

Tuning in

wth VM.....this is now complete incompetence! VM need to get their fingers out and permanently fix the problem in hand!!

On our wavelength


Are there still problems?

Still experiencing these problems with two of my additional email accounts.


Somehow that reassuring message from Nokita offers me no resassurance or comfort whatsoever....

I am just getting error messages saying "server unreachable"... and today is Monday, so is Nikita suggesting it will take another five days before something or other gets fixed....

Dunno why but I think they are just making up timescales as they go along...

(thanks for sharing though)



Tuning in

Hello thank you for being online my name is Syed and you are connected to the manager. Based on the chat history I understand that you are contacting us to know about the emails which are not available and we are sorry about the same. We are still working to recover all your emails. This would take some time for it to be all done. Please give us a day or 2 and it will be all fixed

Another promise, this time from a manager so it must be true! 😗

Hi Rob, Thank you for your reply. Yes, emails are working fine, I can send and receive on all devices. But I do not have access to any emails that were sent/received before the 19th June, that's  a full 2 weeks now. How much longer will it be?



Hi Dodgey1 👋🏼.

Thank you for posting. Our teams were working through the night to complete planned and essential work to our email service. This was carried out overnight to minimise disruption for our email users, but unfortunately we have since encountered some technical difficulties which means email users may be experiencing intermittent issues with their email service. We apologise for the inconvenience this is causing and our teams are working to resolve it as soon as possible.

Thank you.

Ari - Forum Team

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Dialled in

I have had problems with my NTL World emails for the last few days.
I can see them on the VM website but seem to be a problem viewing in Outlook.
Looking on line I see there has been problems. When will this be sorted?