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.

[SalL]

Gloomy prospect; but may well be true unless Virgin can pull this particular iron out of the fire.  I'm sure that a lot of the users are like me, trusting for years in Virgin's expertise and supposed good will, and probably like me also not having enough tech knowledge to know how to back up emails routinely even if they had mistrusted Virgin enough to know they had to do this.

Current situation is terrible - past emails, important both for business and personal reasons, seem to be gone forever.  This could cause havoc in preparing tax returns, just to name one example!!

[VMUser1812]

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@jpk wrote:

thats not exactly helpful, informative or encouraging. could you explain the precise nature of the disappeared data/folders, who exactly might fix it and possibly by when ?

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If you browse the inordinately long thread on here regarding email issues, you will be see that what has been posted is a standard company mandated, copy and paste response. It is blindingly obvious that the VM employees ion here have been instructed to only post the aforementioned message and absolutely nothing else.

So yes, absolutely it is not “helpful, informative or encouraging”, it’s not intended to be, it’s intended to be as unhelpful and bland as possible so as not to cause any potential legal issue down the line.

No; the forum team members here absolutely cannot give you any further information because a) they have obviously been ordered by their bosses to only respond in the manner they have, and b) probably know as much about the underlaying nature of the issue as the VM executive carpark attendant does - because that’s the way that VM’s senior management have decided to run the company!

Honestly, just keep your fingers (and toes) crossed and maybe, just maybe, VM will be able to restore all of your historic emails. There is absolutely nothing, you or any VM employee on here can do to help. You will get your email back or not!

Of course, when you come to decide whether to keep being a VM customer in the future, you may well want to consider this episode as a factor in your decision.

[Paulchd]

Virgin,

I still haven't heard from you about the deletion of all my email folders, what did you do the IMAP server?

[wongys]

same here

[VMUser1812]

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@SalL wrote:

Gloomy prospect; but may well be true unless Virgin can pull this particular iron out of the fire.  I'm sure that a lot of the users are like me, trusting for years in Virgin's expertise and supposed good will, and probably like me also not having enough tech knowledge to know how to back up emails routinely even if they had mistrusted Virgin enough to know they had to do this.

Current situation is terrible - past emails, important both for business and personal reasons, seem to be gone forever.  This could cause havoc in preparing tax returns, just to name one example!!

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Yes indeed, look I have worked in this industry (not for VM) for long enough, that I really do recognise signs of a really bad potential loss of customer data, type - event, plus a mad senior management scramble to say nothing, minimise the bad news, don’t worry the investors, give strict instruction to the poor souls who have to deal with the fallout and actually answer customer questions to say nothing other than a corporate mandated, bland response’.

Sound familiar?

Honestly, I think they’ve lost your old emails, and they aren’t coming back. Now I’d love to be wrong, but....

[Greaven]

Your are correct about IMAP, although the blueyonder cached data files were removed from my PC for each VM account as they logged in to check email, not reduced, filled with binary padding, straight up deleted. I have restored the files from backup, but as soon as going back online with outlook, despite cached data, the file was removed again. This is in fact as previously stated an intrusion or hack if you like, linked only to signing into Virgin Media email. A repeatable outcome, which shows over reach outside their T&Cs.

As for mirroring, VM have stated on this forum and in email that the previous data was not lost for any users. A bold statement, as the latest statements now seem to report that they are unable to recover data for some users prior to 19th. So which is try, please tell me because VM seem to change the story during the last 36 hours, yet not bother to directly inform users that their data is lost.

There's also the prospect of data security, if hacked, they are, obligated to report to the SRA immediately and to ICO if any data is lost. The fact that they are not even saying we lost a server and/or do not back up our own data is telling.

[SomersetSteve]

I am now getting incoming emails but older emails still missing. Sub folders are still empty e.g. ‘Important’ which previously contained vital stuff like theatre tickets, holiday bookings etc. I can access these on my Samsung Galaxy phone but not on my ipad. Will I get these back? Is there a way to transfer them from my phone to my ipad? No recent updates from Virgin. Please be gentle with me as I am not particularly IT savvy! Thanks.

[Alisam19]

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[Fod1973]

Like everyone else, im having issues with my virgin media emails (ntlworld.com). 

Initial message was my password was invalid, which i knew it wasnt! Called VM and was advised on Monday to log out and then log back in again.

Now i get a new unique message saying my IMAP/SMTP service is enabled. Then a further message asks me to populate them manually.

Anyone who what i should be populating? Or is this part of the ongoing issue?

Attached error messge as mentioned above.

Since then

[RyZero]

is the same problem of why i get no emails to sign up for? like it will ask for account number and stuff which is sent in an email but will never show up