Virgin Media’s UK Broadband ISP Customers Suffer Email Outage UPDATE5
Customers of UK ISP Virgin Media’s (VMO2) internet service, specifically those that still use their email platform, appear to be experiencing an outage that seems to have started late on Sunday evening. But the majority of people only began to notice it earlier this morning, and the situation is currently ongoing.
At the time of writing, the operator has merely confirmed that they’re aware of the issue (VirginMedia Forum), although they’ve yet to say when it might be resolved. A spokesperson said: “We’re aware of an issue that is affecting our Virgin Media email service for customers. Our teams are working to resolve the problem as quickly as possible, and we apologise for the inconvenience caused.”
Customers that try to access their email account are reporting that they often receive the “Connection timed out. Please try reloading the page” message, while others have found that Virgin’s email servers are neither able to send nor receive new messages (note: some people have been able to send emails via their SMTP server). The operator’s official fault page did initially indicate a fix time of 2:10pm today, but obviously that was only an estimate and has now passed.
The reality with email is that, even once the underlying problem is finally resolved, then it may take several hours before the operator’s servers are able to catch up with the backlog of messages. As we’ve always said, seemingly since the dawn of time, it’s generally wise to use a separate email service from the one provided by your broadband ISP. Not only does this make it easier to switch providers, but it also means that you’ll hopefully be with a service where email is a dedicated focus (most ISPs these days treat email as an afterthought, assuming they offer it at all).
UPDATE 3:42pm
The most recent update on Virgin’s service status page shows a new estimated fix time of 7.10pm.
UPDATE 5pm
Estimated fix time has been pushed back again, this time to 8pm.
UPDATE 20th June 2023 @ 7:17am
Customers are reporting a mix of experiences this morning. Some users report that they can now send but still not receive emails, while others seem to be experiencing the opposite. Meanwhile, others say they’ve started receiving emails again, but that all of their historic messages have vanished.
Clearly the issue is yet to be properly resolved and Virgin Media’s fault page has put the estimated fix time back to 8:30am this morning. But take that with a pinch of salt.
The provider hasn’t been offering email as a feature to new customers for a while, so it’s clearly a service that’s on the way out. But most of the major ISPs have had problems like this with email in the past and, sadly, big disruptions often take a few days to fully resolve due to the complex nature of such platforms (big databases and lots of time-sensitive mass batch processing requirements etc.).
UPDATE 20th June 2023 @ 12:14pm
Several of Virgin Media’s customers report having received the following notification today:
Virgin Media’s Message
What has happened?
Due to a technical issue, Virgin Media email services were disrupted for most of the day on 19 June. We want to sincerely apologise for the frustration and inconvenience this may have caused you.
While our teams have been able to fully restore most email services, work is still underway to completely resolve the issue for some accounts which includes yours.
What does this mean for me?
You are now able to send and receive emails as you normally would. However, you will have noticed that any emails received on or before 19 June will not be appearing in your inbox, sent items or any other folders.
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. Any emails sent to you on 19 June when this problem occurred, but not received, will also be delivered to your inbox once this issue has been fully fixed.
For any urgent emails you are waiting to receive, we suggest that you contact the original senders while we move all your backed up data to your mailbox.
What are you doing to fix this?
Our focus now is on working around the clock to ensure your emails are restored as quickly as possible. You do not need to take any further action and we will provide further updates as soon as we can. If you do need further assistance then our customer service teams are on hand to help wherever they can.
We appreciate your patience and understanding.
UPDATE 21st June 2023 @ 2:45pm
Problems are still being reported, and the latest official line on VMO2’s fault report is that they “hope to fix this by 23 June at 13:00“. As we said before, email problems like this can take several days to fully resolve. But for some, that will mark almost an entire working week without fully functional Virgin Media Mail access, and there’s no guarantee that it’ll be resolved by then either.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and Linkedin.
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New and returning customers haven’t been able to create new ISP email addresses since early last year when the company termed the email service as no longer being a core part of the retail offer, as I recall. There’s been a whole range of on and off problems with VM email domains for a very long time, so it’s pretty clear that the VM email service is being wound down and will eventually be closed.
Whilst I doubt these problems are deliberate, it seems likely that cheapskate outsourcing of the email service is probably a material contributor to the various snafus that have occurred over recent years, and in that respect the company accept poor email service as being acceptable for them. And anything that helps persuade the relative modest number of remaining users of Virgin media’s email to find another email provider contributes to the direction of shrink and then close.
Certainly changed times from the early era of the ISP boom in the late 1990s when ISPs used to boast in their advertising they offered 5 e-mail addresses or unlimited addresses (although in reality they were unlimited alias’ like alias@username.isp.co.uk and was technically one e-mail account).
I guess today a lot of people use their gmail account with their phone and it’s one less overhead for ISPs to maintain.
This also reminds me when ISPs used to have dedicated USENET servers, ah the halcyon days of the 1990s Internet era.
The problem is that running your own email service is an absolute nightmare and extremely support intensive. It’s also not profitable at all or even a selling point because who on earth wants an email address under their ISPs domain? I’d rather have Gmail or outlook.
It’s also not possible to compete with Gmail etc, their software is miles ahead of anything readily available.
Although at one point I think virgin outsourced to Gmail then changed to another company? They probably did cheapout in that case.
@emails Yep, VM used to outsource to Gmail but that stopped when G Suite for ISPs was wound down so VM had to migrate elsewhere and picked something clucky and cheap.
@yeehaa
I remember that too. I think VM still have one but don’t advertise it.
USENET is so cheap now – I pay £20 a year with Newshosting – so probably not worth them doing anything these days. Again one less overhead for them
‘This also reminds me when ISPs used to have dedicated USENET servers, ah the halcyon days of the 1990s Internet era.’
Yeah they were fine when they were text only, however they became less and less relevant for conversation as the web developed and it ended up with 99.99% of the resources and 99.9% of the users only being interested in them for piracy.
The storage requirements to hold a full feed for any length of time are enormous, the bandwidth needed to keep in sync isn’t pleasant.
Best left to third parties. Waste of an ISP’s money, effort and time maintaining them.
Really quick check as of February 2023 the Usenet feed was 196 TiB/day. To keep synched with that needs 18.15 Gbit/s of bandwidth.
Going by the pace of increase by now it’ll be 230 TiB+, and over 20 Gbit/s of bandwidth. Almost all of that will be dodgy content that ISPs would get a slap for hosting in the UK.
It looks as though they are now saying 1930 for a fix, or 2000, depending where you look on their web site! ♂️
Their email system is old snd antiquated. On a more important matter, they need to combine their mobile and broadband CRM systems – they have no integrated view of their customers.
Thanks for the info
i have used virgin when Richard had control. since selling out to those very nice people across the pond i have had nothing but one problem after another with lost service . NO APOLOGIES FROM THEM ONLY CONSISTENT HYKES IN THE CHARGES THEY MAKE.
i am left with the feeling that they are consumed with greed and a total lack of respect for us as customers.
And what is O2 about? they keep pushing for me to change/upgrade to their system.
i am totally confused with their position and what they are doing.
Richard who?
If you mean Branson, he has never had any managerial interest or control in Virgin Media, it’s a simple brand licencing deal, where Liberty Global pay Virgin Group for the rights to use the Virgin name.
Yes, I remember Richard Branson buying quite a big stake about the time when NTL (who already owned Virgin Mobile) and Telewest merged, it’s a pity he lost interest ( e.g. https://www.fiercewireless.com/europe/richard-branson-cuts-virgin-media-stake-to-6-5 ) then sold out completely. Back in those days, Virgin Media owned a good range of TV channels.
These days, Liberty Global just have a licence to use the Virgin name.
@Jenny
You know “Back in the Day” the merger was full of issues, as for the TV being better – well there was little to no “on-demand” streaming that had totally killed the TV networks. People seem to forget all of the migration issues when NTL/Telewest:Blueyonder was formed (and rebranded). In fact I think their core network has only been fully migrated for about two years – AND there are still customers using Legacy NTL branded Equipment (Though staff say it’s impossible – they show up every now and again on the forums).
my email is ntlworld one, ive moved to sky and mistakenly thought i could move using same email, i spoke to virgin about keeping it and they point blank refused to let me take it with me i have 90 days form end of contract to transfer anything i need, after over 20 years with same email its going be nightmare remebering a new one, they dont even give option of paying small fee to keep it
Sky will only do the same. You are best off getting a gmail or a domain name and then it goes with you anywhere. I get you had it for 20 years but when you are no longer a customer you have no right to keep it. I used to have people on my old ISP saying about 20+ years blah blah blah inconvenience blah blah blah but the truth was always they were complacent and time caught up with them.
SO move with it
No emails sending or received today for ntlworld When will this be resolved
I got fed up with the Virgin Media email system in October last year and decided to use the Gmail service. Personally when the VM email system works, it is great simple and easy to use, whereas while Gmail is very reliable, the intricacies of the system causes no end of problems. No system is perfect these days. What I find difficult to understand is if a provider like Virgin Media has a product that is associated with its brand, then why provide such a poor product such as an email service, it just gives the whole brand a bad name. This has now been compounded by the atrocious mobile service provided by VM and O2. I had been with VM and EE for many years and never had a problem with the mobile service. Since being duped (I should have known better) by VM to change over to O2 earlier in the year, I have been without a mobile for over 3 months now due to various contractual issues. Luckily I never got rid of my reliable landline. O2 complaints system was absolutely useless, they do not respond to emails, do not ring back when they are suppose to. In the end I had to go to the Communications Ombudsman to get it all resolved. O2 was suppose to send me a new SIM but has still not arrived 7 days later. Once my VM TV/Broadband package ends and my O2 package, I will be off.
Resolve time estimate now 9.10pm. Getting a complete joke now.
Just the same response all the time.
They are quick enough to put up prices, but slow enough with information.
I’m with virgin my email went down last night received one at 6-30pm nothing since. Started calling at 8 am this morning told would be resolved for 10 am nope then 2-15pm 3-45pm 7 pm plus 10 minutes
Still down although doesn’t have error msg now checks for mail and updates but still no mail
No one will hell, keep saying they are aware they know there is an issue apologise n put phone down
Why can’t they fix it or even say what is wrong how long is it going to be like this
This is a hideous situation. This is a Monday and no work done and important emails not arrived. Someone copied an email to me by whats ap that they had sent and it was significant. How can you care so little about your customers. This is horrible.
Sorry but you are using the wrong service if that’s the case. Stop being cheap and use a PROPER system!
I so hope that’s sarcasm…
This is a hideous situation. This is a Monday and no work done and important emails not arrived. Someone copied an email to me by whats ap that they had sent and it was significant. How can you care so little about your customers. This is horrible.
All the background technicalities are black magic as far as I am concerned. I can send emails, I think, but have r3ceived nothing since yesterday and today was prompted to sign into my server. Well that was a non-starter as I can’t remember my details as I’ve been with ntlworld since the very start.
Is the general thought that it will all get switched back on sometime and emails will flood in – all automatically? Ie I won’t have to try and do technical stuff?
Dreadful service… I’m reliant on my emails.. not happy at all .. I will be applying for compensation
Good luck with that. You won’t get anything as it’s a value added service with no guarantees at all – they don’t even have to supply you with it. People are so self entitled it’s beyond a joke
Can’t find any virgin update on problem, I still can’t receive any emails would love update
Emails now starting to come through. Phew!
I have emails sent after 8:30pm, but what about all the ones before then? This really should not happen in this day and age.
It’s approaching 9pm now still emails not coming through nor can I send any. Someone heeeelp
9pm and still no email for an early night and a good book!
Mine have come through now …. I was sent an email at 7am and it says sent at 2043 tonight but least I got it
Here’s somethign fun.
One of my accounts is now receiving account reset emails (I have 11 NTLWorld accounts).
I can’t help but wonder if this has been some form of DDOS or Hacking attempt.
Password is similar to “$f$fal90u4kfj0f)(87)Af” on the accounts it’s seekign to change, and VM’s is much less secure (it can’t be complicated due to their own restrictions, and they have no 2FA, nor can you change other account passwords now, nor can you see what sessions are logged in or log out other sessions).
No update on virgin website and No recorded message when ringing. Useless and totally unacceptable; should be able to re route around issue by sharing other providers surely. And given the amount my bill has gone up in last three years bet they offer considerable compensation for loss of service. Couldn’t fix land line because junction boxes were all rusty. Had to connect lane line to broadband box. If broadband goes so does phone and TV Power cut-no phone. Do you know what. Shove your landline, useless TV package full of repeat channels +1 and now no email for over 24 hours. When are you numpties going realise there are many other providers doing a better job for less money. I’m off to find one now. Goodbye good bloody riddens
At 21.40 hrs I cannot log into, send or receive any ntlworld.com emails.
When will the matter be resolved?
I cannot believe I have lost a full days due to not having access to email. The service from Virgin is getting worse and if I am able to get out of my contract I will be leaving them.
If your e-mail is that critical to you, use another provider; that’s not to say other providers won’t have issues, they all do at times, but using an ISP-provided e-mail address for something that’s of vital importance is asking for trouble. There’s a couple of good, inexpensive, paid providers out there. Have a Google (or Bing, or DuckDuckGo, or Ecosia, or StartPage) and see what you can find.
still have no access to e-mails they haven’t even updated there system to let us know when we can roughly expect some service i have some urgent e-mails i need to get.
dreadful service will be leaving as soon as my contract is finished with them.
If your e-mail is that critical to you, use another provider; that’s not to say other providers won’t have issues, they all do at times, but using an ISP-provided e-mail address for something that’s of vital importance is asking for trouble. There’s a couple of good, inexpensive, paid providers out there. Have a Google (or Bing, or DuckDuckGo, or Ecosia, or StartPage) and see what you can find.
I contacted virgin media and told they are working on it but could take up to 48 hours for this issue be resolved!!
I still can’t log in to emails keeps telling me it the wrong password not receiving any either waiting for important emails this is ridiculous
Just got email back, however only 3 showing for the day. Know there should be more. Just be careful if you think all is good.
I’ve had some emails come through, but confirmation of an Amazon purchase this morning is still missing. When a similar incident happened at Virgin Media a few years ago some emails never turned up.
I have an NTLWORLD email address that was taken over by Virgin Media. I’ve never had a problem with my email like this before – never. It has always been very reliable.
I like Virgin Email because it is simple, I have my own folders set up & I have several extra email addresses – but I can’t use any of them today. Because I’m all set up at Virgin nice & simple I really really don’t want to have to change. I find gmail very complicated.
Hooray My email is back online – at least I can read my messages. But – there’s an error message pop up – please – does anyone know what this means & what to do ? ”
!Error
The provided login data to access e-mail server imap.virginmedia.com seems to be wrong. Please correct them.
“
Can’t get into e mails but my better half has access, keeps asking to sign in or locked out, going round in circles and vergin media app is no good
no emails all day , time for fix keeps changing , waiting on couple of imprtant ones , like most am on a ntlworld account
People use virgin media email?
I’ve been with VM for more than 12 years and I didn’t even know they offered email. I’ve been using yahoo, then google. Why would you use virgin for email? it makes no sense to me. You would stay with virgin for your entire life and never change ISPs?
Why do people post comments that aren’t helpful no one cares anon
What email people want to use is there choice. For some like myself virgin was the first time I set up an email.
Unless it’s an update why make stupid comments
A few emails trickled through about 10 pm. Stopped again now. What is going on.
I started receiving my emails late night. However I have lost all my emails I had in my inbox before it went down
I’ve lost all my emails too. Anyone know how we get them back?
What a shambles, VM emails gone down again!
I switched to gmail years ago but a few peeps still send to my ntlworld address. Their emails are coming through to my PC but archiving them from the website causes them to disappear completely! Heigh-ho. Still I should be grateful for small mercies – I can access the spam folder!
I’ve lost all my emails too. Only have the few that trickled through late last night, otherwise my inbox is empty.
How do we retrieve our mail?
i have the same problem as you mark , also noticed that all the ones that came in were all duplicates 2 or 3 of the same ones , i have some i need back as are important
As stated in the article it’s best to use a third party email service (e.g. Gmail or Hotmail) independent of your ISP. It’s a near certainty that 70% of smartphone ownwers will already have a gmail account anyway. I have used hotmail for over 20 years now since I moved from AOL dialup to BT ADSL because i wanted to keep my email address independent of my ISP.
Got some emails through late last night but now nothing and the ones I’m sending are not getting through
Have had 700 duplicate emails from yesterday but all others have gone, including tix for a concert tonight.
They say it was fixed, but now recanting.
I have some emails which seem to have appeared from last night but nothing from earlier in the day yesterday or or from today (20th) and I do need some urgently. Nothing will send or receive, and only some subfolders appear. Any news on an ETA to fix?
Also, have been on the phone to VM trying to get through for 39 mins with no answer yet…
give me back my email!! blueyonder from years back. Didn’t update to Virgin address because why advertise Branson rubbish?
I got through by phone and VM have now advised me that the fix time will be by 4pm UK time this afternoon (20th June)
Anyone able to help me get my ntl world emails back.
I’m not computer literate & just going round in circles with reset password message.
Maybe they tried moving it over to IPv6…
Yep my emails have stopped working again , to those who are worrying about emails previous to yesterday that have disappeared, virgin did send an email late last night when it was supposedly fixed(which of course it isn’t now) they said that emails that are pre the nineteenth won’t show but are safe and will come back when the problem is completely fixed , not any help for things such as tickets as someone has stated though.
Not keeping people informed is out of order!!
What part of the e-mail they sent you, telling you the details of what was happening with the ‘missing’ e-mails, was not keeping you informed?
Answering Bee Tee , I take it you’re not with virgin media,as you would know that you get absolutely no back up to what’s going on , the email I recieved in the early hours of this morning ,on checking my emails at 8.30 this morning it was all down again , you try to phone them nothing , they should at least have a message telling those who phone about the email situation ,and update it during the day, they give you a number to use on your mobile which just takes you back to the online virgin app ,if you are lucky enough to get through to a human being ,they cannot help with the situation …. so I’ll say again .. virgin need to keep you informed … not with an email in the early hours , that means nothing at breakfast time …. an updated regular message on the telephone isn’t very much to ask considering the prices they charge
Just in case you havent seen this
Hi,
This is Virgin Media. We are getting in touch with you to provide an update in relation to your Virgin Media email service.
What has happened?
Due to a technical issue, Virgin Media email services were disrupted for most of the day on 19 June. We want to sincerely apologise for the frustration and inconvenience this may have caused you.
While our teams have been able to fully restore most email services, work is still underway to completely resolve the issue for some accounts which includes yours.
What does this mean for me?
You are now able to send and receive emails as you normally would. However, you will have noticed that any emails received on or before 19 June will not be appearing in your inbox, sent items or any other folders.
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. Any emails sent to you on 19 June when this problem occurred, but not received, will also be delivered to your inbox once this issue has been fully fixed.
For any urgent emails you are waiting to receive, we suggest that you contact the original senders while we move all your backed up data to your mailbox.
What are you doing to fix this?
Our focus now is on working around the clock to ensure your emails are restored as quickly as possible. You do not need to take any further action and we will provide further updates as soon as we can. If you do need further assistance then our customer service teams are on hand to help wherever they can.
We appreciate your patience and understanding.
Kind regards,
The Virgin Media team
I use EM Client for my ntlworld emails and still have all my email but have hardly had any in last 24 hours, a few did trickle through just after 9pm last night and am missing important messages so do hope gets sorted soon
What a load of rubbish the Virgin Media Team statement of 11:38am is. To claim that you are now able to send and receive emails as normal is ridiculous.
Me thinks they are not telling the truth. Still not receiving or sending
I’m still not getting emails today
Had one email eventually arrive about 8.30 last night and nothing since. Just tried sending emails between my two Virgin accounts and both have sent but then vanished. Explains why someone texted me this morning asking if I had received their email as I hadn’t replied!
Not had any emails since Monday morning. All I get is a message saying put your password in to access your account but it doesn’t work. Does anyone else get the same message.
Received a few emails but that is no longer happening wanted verification codes but not receiving so another day without emails really hacked off
Still no emails for me since 18th June, in or out. No response from the VM enquiry site except “we are working on it”.
Extremely poor customer service.
Had offer from my neighbur who used to build compluters and gave everyone a free email to use based on his server etc and has said will do same for me but bit of a pain sending all my saved emails on to a new address and then changing one used since NTL says so lets hope 4pm holds good
Kind of him but I can think of an awful lot of reasons why it’s a bad idea. Just get a Gmail account. In fact if you have an Android phone you already have one.
Absolutely appalling from Virgin/LibertyGlobal/Telefonika/WHOEVER…..charging huge fees now for a very, very, very poor service. In fact ‘service’ should be a word never used in connection with Virgin/etc. A, supposedly, COMMUNICATIONS company for goodness sake! Continuously giving bad information re ntl email (my main address) resolution times (just to, they think, shut customers up) but not giving any concrete information as to what’s going on….nothing to customers, nothing to the press. Not even considering the harm done to businesses let alone the ‘inconvenience’ to individual/personal users. I have pulled info on what else is available, via USwitch, and….once Virgin is sorted….will be off after some 19 years with them.
You can switch your email account right now, you don’t need to wait for end of contract or anything else. Gmail or Outlook are free I’d say Gmail is better at keeping spam at bay.
The problem with both Gmail and Outlook is that if you’re not paying for the service, then why should they provide it for free? At the time, both Google and Microsoft thought that the advertising profiling they could build up by scraping your emails would more than cover the cost. I doubt that was ever actually the case for Microsoft, but for them there’s big reputational costs if they backed out now. For Google, as long as it makes money they’ll keep doing, but there’s a long track record of shutting down any services that aren’t contributing to Google, regardless of the reputational impact.
If you want an email that’s going to last, then buy your own domain through a reputable host, making sure that comes with at least one email address included. That can be as cheap as £10 a year, and then so long as you pay the annual renewal on time, it’s yours forever.
@anonymous If only it were that simple
https://www.theregister.com/2023/06/19/123_reg_customers_caught_out/
Do you really think that the average person wants to or is capable of doing this or wants to be bothered with the hassle as they get into their 60s, 70s, 80s?
By all means manage your own domain, it definitely has its benefits, but it’s not for the average person.
As for Gmail shutting down, the Google account id is at the heart of all Google services,not just Gmail. I can’t see it going anywhere. I haven’t yet seen any mention of this Virgin outage in the press so in UK news terms maybe it’s not such a big deal, though I fully acknowledge it is to those affected. Mark’s advice is Gmail or Outlook. Other solutions are available but jumping ship from Virgin has to be a good move.
Ps if you insist on paying for email there are some ideas in here https://www.techradar.com/news/best-email-provider
4pm been and gone
Have had a Whats App chat with them, say will be sorted within 3 hours and will update me when is fixed and am entitled to compensation for the loss of service so lets hope 8pm as detailed at top is the time
If someone keeps making promises and repeatedly fails to deliver why would you believe their latest promise? They’re fobbing you off to get rid of you.
I’m mystified why they said you would receive compensation for loss of service. You didn’t lose your broadband service. That’s the part the compensation applies to and you wouldn’t get any for an outage under 2 working days anyway.
Their staff really need to stop telling people what they want to hear. If you asked about compensation the answer is ‘no’.
I seem to be receiving emails now but unsure whether I can send them ok.
My ermails strarted arriving at 17.22 but have good number missing from yesterday, lets see if the honour the compo offer
Found this on VM site so guess wot be getting anything
We’re proud of our award winning service, including our free service and repairs.
But, we know that sometimes things can go wrong, so it’s only right that we make amends.
We’ve worked with both other broadband providers and Ofcom, to make sure that our Automatic Compensation scheme offers fair and consistent compensation for our customers who experience a qualifying service issue.
We’ll automatically credit your bill for fixed phone line and broadband issues, no matter if you’re a new or existing customer. Here’s how much we’ll credit you for the following service issues:
£9.33 per day for a total loss of service after 2 full working days from registering the loss of service to us
£5.83 per day if we don’t install your services on the promised day until installation’s completed
£29.15 if we don’t turn up on the promised day of an appointment
I wouldn’t have thought you’d get any compensation, no.
Email is not something whose availability is guaranteed or under Ofcom’s compensation scheme.
Just wondering if anyone knows the latest on getting our emails back prior to 19th. Seems my system is correct from 19th on, i can send and receive, but missing all older email history.
Cheers !
I know I am flogging a dead horse here but….
I know at least one of my accounts was hacked, and the timing of it all seemed really odd too, they managed to reset acccounts and I know they had access to email because they were able to get the reset email (url) and then the next email (reset email – verification), and then they were also deleting the received mails sometimes – also I would see received mails sometimes flash from read to unread (perhaps when their system would read it then it would mark it back to pretend like nothing had happened). Sooooo, I think that’s what has happened. Crime during Confusion makes people ignore the signs a bit.
From what I am told, there’s no way to know for sure (VM says they have no tools to tell) but I rekon they do.
I emptied all of my accounts yesterday (1800+ emails) and honestly it didn’t take long. I am not saying that the hackers have moved all of your emails off – just that it’s highly possible.
OMG this has got me worried As I have lost all the emails I had in my inbox previous to this issue ! I think it is awful that we are not getting any answers from VM.
I’m just off the phone with virgin and they have advised that the new resolution date is the 23rd June. K won’t hold my breath though.
THanks Karen. Would you mind sharing the VM phone number youve been using please ? thanks
Few alternatives
If email is important pay for it
Don’t know why everyone is after a freebie?
https://purelymail.com
https://Fastmail.com
https://Polarismail.com
Google and MS too.
according to service status page says no issues in my area , still missing my historic mails tho
Same here
I’ve just been told that all historic emails will reappear in the next 24-48hrs (as at 16:41 Friday 23 June 2023).
Tuesday 27th June and no change. Historic emails STILL missing. Disgraceful service Virgin Media.
It is now Mid Morning Sunday 25 June and still the Virgin Media/Ntl World emails not working correctly
I have lost all the folders which I created to file emails. Last Friday, Virgin said they are all backed up and will be back on my system this week. No sign so far. I have 2 separate email systems, Thunderbird on my PC has lost all and if I stupidly ask my Android app to refresh a folder, it disappears.
Now the evening of 29th June and still no sign of any improvement with many key folders plus vital emails missing.
Hours spent on the phone talking to the so called technical team this morning a complete waste of time. Offered £5 as compensation as the downtime was only 2 days !! What a bunch of clowns.
That this major problem with their email system happened in the first place and that the wait goes on with meaningless updates just confirms the level of incompetence in this organisation.
£5?! What a joke! It may have only been down 2 days but it’s still not back up and running to a satisfactory standard! Plus historic important emails still missing. I’ve begun notifying contacts of my new email address.
Latest up date is email down from midnight on the 29th to 6am on the 30th for essential maintenance. Hopefully this results in historic emails being restored !
Virgin having email issues again as email not being received again, was fine until i last checked at about 10pm last night UK time, said would be fixed at 1pm but now says 5pm.
After the problems 20/21st all has been back to normal but this is all very frustrating.
since last nights maintenance , connection has been hit and miss , checked status said would be fixed by 8pm , checked after 8 , said all was fine , connection on mail just keeps dropping off
Emails started arriving last night after 9pm but are still hit and miss this morning and was really helpful of VM to send an email about maitenance yesterday but that was not seen until after the event last night
Down again this morning, not at all happy VM
been intermittent since the planned maintenance on saturday am recieving some emails , not able to send any , tried on my mobile app , and also vm website , both have same results
update to last message , can now send and recieve mails from app , pc is recieving on live mail , not tried sending on that yet , see how long it lasts now just waiting on vm to restore my historic mails
Although sending and receiving emails through webmail was (mostly) solved after about 2 days the missing historic email issue still has not been resolved for many. As for the Email client App issues, that is another matter altogether
Looks like Virgin Media are now brute force restoring individual accounts one by one. My historic emails have only just been resurrected after 18 days. Looks like they intend to have fully completed this by Monday 17th July.