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.

[PRD1963]

This is all so very weird.  I am the primary account holder.  My email (all bar the two missing days worth) has been restored and working.

Hubby is completely locked out of his.  Following instructions to change password etc achieves nothing.  He is a disabled veteran who relies on his email.

Please advise as to how he can get back in.  Thank you.

[alphaomega16]

I don't think Thunderbird download as much as show what was on the account, he logged in via browser and all the folders he had there were gone.  I wouldn't have thought a backup would have been needed as this is VM's responsibility but ofc if they can't sort this out in fashion and are not offering E-Mails anymore this could be the push we need to finally going through the hassle of changing all the accounts over the past 20-30 years associated with this company to something else and then we will be able to leave.

I am sick and tired of haggling to still pay 50% more than new accounts when sky pretty much cuts our bill in half when in contract due to loyalty of being with them for over two decades and I should have to go through with a cancellation just in the hopes of getting a better deal because you can be sure that if I say bye you aint getting me back.

People are on the 1gig service on contract renewals for less than what I pay for 250mb with landline, I am trying to get my dad to push everything OFF of VM email so I can tell them to do one and go with BT or another 1gig fibre company that provide 1gb for half the price VM do currently.

£60 atm for 250mb broadband and basic landline which isn't a landline anymore because now if your internet goes your phone goes bye bye, stupid all eggs in one basket crap.

[Mykol]

I’m fairly confident that our IMAP folders/Historical data will be fully restored for 2 reasons:

- Firstly, VM informed us of such in an email: “We want to reassure you that your emails and data are safe and secure; there is currently nothing to suggest your account has been compromised; and that all emails will be fully restored once the relevant system repair has been completed.”

- And, secondly, if the data had been lost they would surely have been obliged to instruct IMAP users to make a backup before reconnecting to the Server (once the service had resumed)...

When this happens, of course, is the Big Unknown…

[HughJarsse]

'Ignore forum VIP excuses around "free add-ons".'

In reality, there is no such thing as 'free', because someone, somewhere has to pay for it. NOTHING ever comes 'for free' 

VM may say its a 'free add-on' but it has to be paid for , and all the accounts balanced. The servers power, storage, upkeep, & maintenance, all cost money. So where does the 'free' come from??

VM are not going to dip into their own pockets to 'subsidise' this 'free add-on' that's for sure. 

So, it's factored into their basic running costs, and then applied to all their customers, through their pricing of the product. Basically, whether you use the 'free add-on' email or not, you are indirectly paying for it. VM will not directly charge you for it, bit indirectly add an amount onto ALL customers bills to cover it's costs.

I believe that the Trades Descriptions Act states that if a company provides a service, then it should ensure that the service is fit for intended use. (which this massive problem shows that it isn't!) The fact it is touted as 'free' shouldn't remove the obligation to provide a 'fit for purpose' service.

Would be interesting to see how a legal challenge would stand up in court, considering the points I made above regarding costing of providing 'free' email, and how VM stand regarding covering the operating costs.. 

[HughJarsse]

'they assured me that there has been no data breach'.

To be honest, I really don't think they are going to admit anything to  a casual request, most companies are very close mouthed to all outsiders. Nobody wants to be the 'whistleblower' or compromise the company. 

You have probably been given the companies 'official response by their PR/media outlet, to be fair..

Not too sure I'd believe it just because their PR people say so...

[ClaireMoore]

Is there any news on when “historic” emails will be available again - ie everything before and including Monday 19th June.  There has been an appalling lack of detailed updates from VM and the loss of this information is becoming increasingly difficult and worrying

[TraceyHM]

I too need to access old emails but there is nothing on their website giving a timescale. I'm also having problems getting email back onto my phone - it keeps asking me for credentials. ARGHHHHHHHHHHH

[PJ15000]

Appreciate your team are working to get these emails restored but please provide more regular updates on your webpage. Do you have a date when we can expect them to be restored?

[Tel691]

Where are my bloody emails you utter clowns? 

[Jeni]

I have just checked VM site - I now have some 75,000 emails in my Inbox dating back to 2010 that weren't there earlier.  Nothing in Sent (yet) - but I hope that this gives some reassurance to other users.