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Re: Loss of Email - F010762348
Update for my blueyonder emails: It seems Axel has kept his word and that they have now been restored (message below) - previously empy folders seem now to be full and unfiled emails prior to 19th June have appeared in my inbox - so I am hopeful that at least the webmail side will be sorted for most of you fairly soon. As for the app side of things...that's another matter - at least I did not touch anything passwordy during the outage so I may have a chance of restoring access on my tablet and phone....job for the weekend maybe. 06/07/2023 19:50 Hi, We wanted to let you know that our teams have now completed the full restoration of your inbox, which means all of your historic emails should now be available. We sincerely apologise for the disruption you have experienced, and we will be carrying out a full review of this incident to ensure we learn from it in future. You do not need to take any action but if you need further assistance then our customer service teams are on hand to support. Kind regards, Axel Wehrle Director of Customer Service, Virgin Media1.2KViews0likes1CommentRe: Loss of Email - F010762348
Finally an update from Axel that might be meaningful.- sent to my important secondary email account: Hi, Further to my email to you over the weekend, I wanted to provide you with a fuller update and clarity on your Virgin Media email service. Our teams have been continuing to work on restoring historic emails into your inbox. Unfortunately, this is taking longer than we first anticipated due to unforeseen technical complexities that our teams had to solve. This means that, based on the information we have, your historic emails will be restored by Monday 17 July at the latest, most likely earlier. We will contact you individually as soon as your mailbox is restored. I know that you may have important emails and documents saved in your inbox and want to reassure you that we have been working to restore them as soon as we can. I would also like to reiterate that your data has not been lost, is completely safe and is stored in a secondary secure location. This issue has been caused by an internal technical fault and our analysis shows that your personal information has not been accessed or compromised in any way. While our teams continue to work on restoring your historic emails, you are still able to send and receive emails as you normally would. I completely understand the frustration and inconvenience this issue may have caused you, and I apologise unreservedly for this. We’re doing everything we can to fully restore your inbox as soon as possible. Kind regards, Axel Wehrle Director of Customer Service, Virgin Media1.2KViews1like3CommentsRe: Loss of Email - F010762348
The issue of VM email service being free and not paid for is complete bs. If you can apply for and get a VM email account without being a paying customer as you can with google or microsoft etc then it is free. As this is not the case then by the cunning use of the IF/THEN function we can prove that it is in fact paid for in the same way as BT branded emails.1.3KViews3likes2CommentsRe: Loss of Email - F010762348
From what has been posted here recently wrt restored emails, I am now assuming that VM are fixing each individual account one by one. soooooo.......if they know how many 1000's of accounts (ie some = x) need fixing and they know how many techs (y) they have on this and they know roughly how long each restore takes each tech (z mins/hours/days) then surely Axle knows how long this is all going to take. Perhaps that figure is in the area of weeks or months rather than days and VM just don't want to say so or throw more money at it. Could VM/Axle please supply x y and z estimates Like almost everybody else, I need my historic emails.1.3KViews2likes1CommentRe: Loss of Email - F010762348
Still no emails older than 20th June on secondary "alias" email account (3 aliases all bundled together) which is the important one. I have never understood why the aliases could not all be bundled together and accessible directly from the main account and just have separate inboxes for each. As long as (and as soon as) the webmail is (eventually) fixed then the other issues (use of apps on android and iphones) can be addressed afterwards as this is actually very much a separate problem. I do however love that Virgin still manages to allow through dangerous phishing/malware email purporting to be from them. These are becoming more and more sophisticated and therefore more and more dangerous Why do they not have an option to forward them to a specific email address so they can enact a philter to make sure that we never receive them in the first place? It's no good just marking them as spam.1.5KViews0likes0CommentsRe: Loss of Email - F010762348
23/6/23 Just a suggestion.... I may be talking nonsense or complete bs here Is there any way that Virgin can send us affected users the .pst or .ost email data files for our affected accounts. The technically minded might be able to extract all the relevant emails from this by importing the info into an email client such as Outlook or Thunderbird or Mailbird (???). It would kinda prove that Virgin hasn't lost all our emails forever. I would be willing to have a go with a bit of hand holding. PS I have managed to restore the folder tree....but no emails in any of them I hope this will not affect the restoration - if it ever happens To get your Folders: Go to Settings (top right of email screen) then select Emails then clicck on box that says "Change IMAP Subscriptions" and then after clicking every single folder and subfolder and sub sub folder (cos there is no 1 click solution) and clicking save, you will have your folder tree back (but no old emails in them - just occasional ghost info - number of emails and number of unread - if you hover over a folder which used to contain some unread mail).1.3KViews1like0CommentsRe: Loss of Email - F010762348
As soon as possible is not really an answer - could be seconds/minutes/days/weeks/months. I can not run my business - or life - without access to information in previous (blueyonder) emails and folders An actual description of the problems that Virgin is running into would help and why they happened in the first place.1KViews0likes0Comments