VM email in Outlook has vanished

[Manj75]

I was yesterday renaming my folders within my VM email inbox in Outlook and could see they had been successfully renamed, but on opening Outlook today my emails have simply vanished as the folder is now reporting no items in folder, which is clearly not correct as I had many emails in the folders.  I have already done a search in all mailboxes for an email I expect to be in there and no luck.

Has anyone else experience this issue?

I have already checked on the VM web mail client and it is the same there too, something bizarre has gone wrong and not sure if this is due to an issue at VM mail side.

My mailbox is setup for IMAP and as I said after making the folder rename changes it all looked good in Outlook, so assumed it should have synced to VM mail servers.

Specific change was:

Inbox --> ADS
renamed to
Inbox --> 1. ADS

What I found today was the following:
Inbox --> 1. ADS
Inbox --> ADS

I got the old folder and the renamed folder both are now empty - what could have happend.

I have also scanned the .ost file and carried out a repair where flagged, but this did not fix the issue.

Please, if anyone can help it would be greatly appreciated.

[Kath_P]

Hi Manj75, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear things have gone a little weird since you made some changes to your email account via Outlook. 

The first thing to try would be the following but you will first need to remove all your settings from Outlook and sign in as a fresh. Once you've done that, please follow these steps: 

1. • Sign in to My Virgin Media
2. • Go to Account settings, then Account details
3. • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
4. • Then, under Virgin Media Mail app password tap Get password
5. • Continue the flow and a new secure password will be generated.
6. • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

This will hopefully refresh things and load your emails. 

Pop back and let us know how that goes. 

Many thanks, 

[Manj75]

I have managed to resolve most the problems with my email folders - the issue was more involved and the suggested answer was of no help.  Instead I found the solution at the linked post below, basically it is due to the email crash since June 2023 and it messed up the folder permission which needed to be restored and done by creating a folder with the folder with an issue - it can then be deleted.

https://community.virginmedia.com/t5/Email/email-folders/m-p/5378428#M264233

Kudo to the insightful person who provided the solution in the other post.

[Carley_S]

Great to hear that the steps provided in the community has somewhat helped you in regaining your emails @Manj75 

Do keep us posted should you've any further issues or concerns. We can support in the forums again if you need.