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Lost all folders and emails in them

Baverstockknigh
Joining in

I have just logged in to my account and all my folders and everything in them have disappeared.  Where have they gone and will I get them back.

They have important information going back years.

Please help

17 REPLIES 17

Arissa_H
Forum Team
Forum Team

Hi Baverstockknigh 👋🏼.

Thank you for posting and welcoming you onto our community forums 😊.

We have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.

Thank you. 

Ari - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


Are we definitely going to get these folders back? I too have lost access to numerous important emails with my folders disappearing which I actually need to use now. There are personal ongoing issues that I need to be able to access these lost folders. Do we know when we will get them back? This is so frustrating.

Dave-266
Joining in

We have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused......I also need some important emails in a long list of folders that have now disappeared.  This does not fill me with any confidence that I will get all emails back.  How has this happened and can you be clearer that I/We are all going to get our 'lost' emails back along with the folders that we created.  

bojam
Tuning in

This still hasn't progressed.... still can't see any of my mail before 19 Jun 2023 ... and all my folder structure has disappeared....

This is so annoying...

Joann
Tuning in

I still have no historic emails since June 20th. All my folders have disappeared and like others I have valuable information in those folders, including information needed for my tax return. This has gone on too long and we have all been very patient.  Please virgin media will you report regularly on progress and get the job done. I have heard nothing for eight days. 

 

bojam
Tuning in

I have most of the emails back except those in sub folders and the folder structure as those were the ones I wanted to keep.... not yet happy....

CSW1
Joining in

All my sent emails from July 2020 to October 2023 have disappeared and they are not in any trash or deleted folder. Can you please retrieve them for me?

Hey CSW1,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you had with your email account over the weekend, are you still having issues at the moment?

Kind Regards,

Steven_L

Yes I am still having issues. All my sent messages between 01.07.2020 and 20.10.2023 are missing.