{"id":34783,"date":"2023-06-19T15:35:02","date_gmt":"2023-06-19T14:35:02","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=34783"},"modified":"2023-06-21T14:49:11","modified_gmt":"2023-06-21T13:49:11","slug":"virgin-medias-uk-broadband-isp-customers-suffer-email-outage","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/06\/virgin-medias-uk-broadband-isp-customers-suffer-email-outage.html","title":{"rendered":"Virgin Media’s UK Broadband ISP Customers Suffer Email Outage UPDATE5"},"content":{"rendered":"

Customers of UK ISP Virgin Media<\/a>’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.<\/p>\n

At the time of writing, the operator has merely confirmed that they’re aware of the issue (VirginMedia Forum<\/a>), although they’ve yet to say when it might be resolved. A spokesperson said: “We\u2019re aware of an issue that is affecting our Virgin Media<\/a> email service for customers. Our teams are working to resolve the problem as quickly as possible, and we apologise for the inconvenience caused<\/em>.”<\/p>\n

NOTE:<\/strong> Virgin Media<\/a> Mail operates several email domains, including @virginmedia.com, @ntlworld.com, @blueyonder.co.uk and @virgin.net.<\/div>\n

Customers that try to access their email account are reporting that they often receive the “Connection timed out. Please try reloading the page<\/em>” 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.<\/p>\n

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).<\/p>\n

UPDATE 3:42pm<\/strong><\/p>\n

The most recent update on Virgin’s service status page shows a new estimated fix time of 7.10pm.<\/p>\n

UPDATE 5pm<\/strong><\/p>\n

Estimated fix time has been pushed back again, this time to 8pm.<\/p>\n

UPDATE 20th June 2023 @ 7:17am<\/strong><\/p>\n

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.<\/p>\n

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.<\/p>\n

The provider hasn\u2019t been offering email as a feature to new customers for a while, so it\u2019s clearly a service that\u2019s 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.).<\/p>\n

UPDATE 20th June 2023 @ 12:14pm<\/strong><\/p>\n

Several of Virgin Media’s customers report having received the following notification today:<\/p>\n

Virgin Media’s Message<\/strong><\/span><\/p>\n

What has happened?<\/strong><\/p>\n

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.<\/p>\n

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.<\/p>\n

What does this mean for me?<\/strong><\/p>\n

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.<\/p>\n

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.<\/p>\n

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.<\/p>\n

What are you doing to fix this?<\/strong><\/p>\n

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.<\/p>\n

We appreciate your patience and understanding.<\/p><\/blockquote>\n

UPDATE 21st June 2023 @ 2:45pm<\/strong><\/p>\n

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<\/em>“. 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.<\/p>\n","protected":false},"excerpt":{"rendered":"

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. 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