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.

[SmoggyAli]

The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

This is the message I get when trying to log into my ntlworld email account it’s been like that for nearly 4 weeks I can’t change anything in the email settings.

[NikTheGeek]

3 weeks in and I am still missing thousands of emails. In fact, one of my accounts has no historic emails older than 2nd July, the same date that your CS boss Axel emailed me to say it was all fixed.

I'm missing emails from my elderly parents with things like their weekly shopping list. I'm missing important account info, receipts for purchases, all sorts.

Are we going to get a proper explanation of what went wrong, whether this was a mistake/carelessness or whether there was malicious activity (and if the latter, what personal info was accessed). And are we going to get an accurate time for re-instatement instead of the several emails saying its all been fixed and then admissions that it hasn't? If nothing else, it's making Axel Wehrle look stupid.

And then what about compensation? Never mind the "email is a free service blah blah blah", you have lost my data and prevented me accessing my own personal information through incompetence. We are surely owed something...

[BaH]

As of this morning I can receive blueyonder emails in Outlook on my laptop but not send.  This is a bit of an improvement so perhaps more time and not changing anything will eventually sort things out.

[Peaste666]

I cannjot access  two club specific email accounts since the upgrade - can I have access back please!  

Error message -  "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."

[Riddor1]

Same here, email on 6th July from Axel Wehrle say all my emails have been fully restored but they have not been, still missing everything in my inbox from 20th June some are my holiday confirmations and airport parking that I need for next week.

Complete shambles

[euge]

Hi (updated my own question with further investigation)

tried my working account with the following

curl -v smtps://smtp.ntlworld.com --ssl-no-revoke -u myaccount@ntlworld.com:generated_password

235 2.7.0 SMTP350 Authentication successful for user

but when trying the other accounts, which worked fine when used a few days ago

curl -v smtps://smtp.ntlworld.com --ssl-no-revoke -u account1@ntlworld.com:generated_password

I get the following error (VM300),

< 535 5.7.8 Authentication Credentials Invalid (VM300)
* Closing connection 0
* schannel: shutting down SSL/TLS connection with smtp.ntlworld.com port 465

Can anyone add any details please from VM's POV?

The second  account was working via pop3 on another pc; but not via IMAP; which the account used for years. Now it looks like this account is not responding using either pop3 or IMAP.

The 3rd account was not used very often.

does anyone have any solutions please?

Cheers

[KenM2]

Not a chance, mate. They don't know hiw and have given up.  No emails since Friday here.  What a disgrace of a company VM are

[Jeni]

Well the scammers have managed to realise there are rich pickings here - have now received my third call this morning from "Virgin Media" offering to help me restore my emails.  Actually I am one of the lucky few who using POP3 and download  messages to Thunderbird actually have lost nothing.  I am sure you are all savvy enough to realise these calls are from scammers.  Would have reported it on a "Security" thread we used to have - but under this new system I can't find it, assuming there is still one there somewhere.

[phil44]

Has anyone got any evidence that anything has been compromised during this period of lost emails?

Having recently had my emails restored I can see a password change was requested and carried out on an online account I have. This was notified to me in an email dated 18th June which I've only been able to access within the last couple of days.

I have no recollection of any such request.

Fortunately no card details were stored on this account and passwords have subsequently been changed, this time at my request.

[BillyVilla]

Still no emails, yet had a response saying it was fixed????