Mailbox merge didn't restore anything

[Genegenie]

I also received this email and do not have access to any emails before 20 June 2023. I spoke to a technical team member who assured me it would be fixed by 12 July and could not explain why I had received the email telling me all was restored. I really need access to these emails. Please help!

[Megan_L]

Thanks for joining in on the thread Genegenie 😁 

Sorry to hear you're also still having trouble with your emails. 

I'm glad to hear you've received this email stating that we've restored it, we now have a process that we can follow to help customers like yourself who still haven't got their historic emails yet.

Could you tell me whether you're still missing ALL of your historical emails, or just a partial amount? 

Thanks,

Megan_L

[Genegenie]

I’m missing all of them! There is also a strange anomaly that I have multiple copies of emails from 19 and 20 June, visible on Virgins email server but not on my mail clients!

[Megan_L]

Thanks Genegenie,

We can try to help with this 😁 I'm going to get a private message sent to you, I'll be collecting some information and getting a form sent off to our IT team to say that you've still not got your historic emails back. 

Speak to you soon!

Megan_L

[Megan_L]

Hi @Genegenie, 

Thanks for chatting with me in our private messages, I'm relieved to say that you've now got your emails back! 😁 

Thank you for working with me on this issue, we really do appreciate your patience. 

If you have any further questions or issues about emails, please post them on a separate thread so that we can help you further 😎

Thanks so much!

Megan_L

[用心棒]

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@Megan_L wrote:

Hi @Genegenie, 

Thanks for chatting with me in our private messages, I'm relieved to say that you've now got your emails back! 😁 

Thank you for working with me on this issue, we really do appreciate your patience. 

If you have any further questions or issues about emails, please post them on a separate thread so that we can help you further 😎

Thanks so much!

Megan_L

---

Out of curiosity, how was this issue resolved?

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[Megan_L]

Hi 用心棒! 

I actually didn't do anything on their service in this instance, their emails came back by themselves before I had chance to do anything 😊

However, if that hadn't happened we now have a form we can fill out to state that the customer still hasn't gained access to their historic emails (full or partial) it would go to the IT Team. They're going to continue to work on the small numbers of customers still affected.

If you come across any customers like this, please ask them to wait for us to reply to their post and we can do the rest 😁 

Thanks,

Megan_L