Loss of Email - F010762348

[ModTeam]

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.

[Finecitygirl1]

Tomorrow it will be 2 weeks since VM lost my historic emails. Every time I call up (because there was only one incorrect communication from VM) Im given a date they will be returned, but each time, that deadline passes without return of the emails. I urgently need access to emails containing important legal documents and holiday booking arrangements, but, VM just don't seem to care. They try to reassure us the messages are backed up, but, for a major telecommunications co not to restore peoples emails after two weeks, Im not sure I believe this now. It would be great to leave all together, but, this doesn't help me to get urgent access to my historical emails. Come on VM stop holding us all to ransom.

[GrumpyPa]

I received this email on the 28th.

"Further to my email to you on Friday 23 June, I wanted to provide you with a brief update on your Virgin Media email service.

While you can still send and receive emails as normal, our teams are continuing to work on restoring historic emails into your inbox. Unfortunately, this is taking longer than we first anticipated.

We will be in touch before the end of this week to confirm when historic emails will be restored.

Our teams are working around the clock to fix this issue and we sincerely apologise that this is taking longer than expected.

Kind regards,
Axel Wehrle
Director of Customer Service, Virgin Media"

Note that "we will be in touch by the end of this week" Seems that they failed again. I still don't have any emails received pre 19th June which included my tickets to some events. Really not good enough.

[AndyWinch]

Why does the Virgin Media Service status show there are no problems presently.

We all need to be sure that this issue is being worked on but when the service problems notification gets removed eg 10pm Sat pm then we have to wonder if we have been abandoned. It can be reassuring to see that there is a recognised email problem because it impresses that VM have taken ownership of the problem. Otherwise unless one visits here and finds the right thread then how would anyone know that this problem is being worked on. Presently to the casual eye there would appear to be no problems and then users assume it is specific to themselves and start working on their own solutions which will make matters worse.

Back to the original question - why does VM Service Status report that all is well - is it broken too or policy to not report the facts consistently.

[scientist66]

Well I don’t know what Virgin classes as “end of this week” but to my mind, the [partial] message received on the 28th and quoted below, has not been honoured:-

“We will be in touch before the end of this week to confirm when historic emails will be restored.

Our teams are working around the clock to fix this issue and we sincerely apologise that this is taking longer than expected.

Kind regards,
Axel Wehrle
Director of Customer Service, Virgin Media”

[Someone9]

It's now 2 weeks since the loss of emails on 19th June, only 2 messages from Virginmedia,  I now believe emails gone for ever. Intend to make a ombudsman complaint, under data protection laws. Anyone done this yet..

[Chaigh]

This is getting ridiculous. I am missing important documents from my emails such as Universal park tickets, my purchase ID to access them, travel info, etc.

Get your act together Virgin. 

[gaila77]

Still having issues receiving emails. Takes hours to get new emails in daily. 

I've no emails before 20th June in my inbox yet. I need these!!

[gaila77]

I still have no emails before 20th June in inbox. These emails are needed and soon as it contains tickets. 

The system went down again to be fixed but made things worse as I'm not receiving emails promptly. 

When will it be fully restored? An honest update ASAP .

[PAndrew8]

WHERE is the UPDATE on this Catastrophe Virgin Media have created?

TWO Weeks and counting since they deleted all Files and Folders from my Email account.

WHAT THE HELL  are they doing?

Needs reporting to a higher level and I hope they are sorting out our compensation.

HEADS need to ROLL at Virgin.

Solicitors will get involved soon.

[Steven_L]

Thanks for coming back to us @jonmc58, have you tried to re-install Outlook as ahrbee suggested? I know that you have said that you don't want to do that but it may resolve the issues that you're having. Are you able to access your account via webmail at the moment?

Kind Regards,

Steven_L