MSE News: Virgin Media customers suffer email outage – what you need to know

MSE_Chris

Virgin Media's broadband customers have been hit by a widespread email outage this week, leaving users unable to send or receive emails. Here’s what you need to know if affected.

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'Virgin Media customers suffer email outage – what you need to know'

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kingfiisher

"small proportion of accounts".
How many accounts? 

Finecitygirl

This is just appalling, my historic emails have now been down for over a week. On the phone Virgin told me last week, they would be restored by Wed, then by Friday, then by today (Mon 26th June) and now they are saying ‘by the end of this week’. For a major communication co, who have already emailed to re assure ‘a small number of customers’, (oh yeah,?) that they have back up systems and haven't lost historical messages, it is disgusting that they are holding customers to ransom over this and haven't quickly restored the emails they have in back up. I urgently need access to legal papers, concert and holiday arrangements, and event organisational messages etc. Virgin media, just dont care about customers at all! 

JSmithy45AD

Finecitygirl said:

This is just appalling, my historic emails have now been down for over a week. On the phone Virgin told me last week, they would be restored by Wed, then by Friday, then by today (Mon 26th June) and now they are saying ‘by the end of this week’. For a major communication co, who have already emailed to re assure ‘a small number of customers’, (oh yeah,?) that they have back up systems and haven't lost historical messages, it is disgusting that they are holding customers to ransom over this and haven't quickly restored the emails they have in back up. I urgently need access to legal papers, concert and holiday arrangements, and event organisational messages etc. Virgin media, just dont care about customers at all! 

Ransom? How much are they asking for so you can access them?

Mr.Generous

I use outlook and store historical stuff on my own computer, but the 2 day no emails outage was a PITA when waiting for news on a house purchase. WFH would be impossible. I wonder if they will compansate?

galvinonthewing

I have the same issue. No historic email for 9 days.  Major problem for my business and charity volunteering activities, plus holidays and personal stuff.  On Monday, they said fix will be 4pm today (Tuesday) and it still isn’t sorted. Unbelievable that they haven’t emailed customers to apologise and explain. I’ve been a Virgin customer for 16 years 

greywaife

I have just spoken to a customer service person in India who reassures me that they are working flat out to restore my historic emails and folders and this should be finished by 2nd July. I am not holding my breath as every time I phone they give me a new end date. It would appear that customer services are not kept up to date on what progress is being made with this problem. It does not seem to bother them that customers have important documents in these emails which they need access to now.

soolin

I had just over 48 hours with no emails last week, and even when it finally came back on Wednesday I lost a lot of emails that I know should have arrived . This morning I was fine until 7.45 and then it all stopped again, no new emails, no access to online inbox either.

I looked online and again it seems to be certain areas affected, I’m in Greater London and it looks like lots of issues here. 

SnowWhiterThanWhite

soolin said:

I had just over 48 hours with no emails last week, and even when it finally came back on Wednesday I lost a lot of emails that I know should have arrived . This morning I was fine until 7.45 and then it all stopped again, no new emails, no access to online inbox either.

I looked online and again it seems to be certain areas affected, I’m in Greater London and it looks like lots of issues here. 

I'm in Devon, same issue with historic emails all missing 

Finecitygirl

It will be two weeks tomorrow that my historical emails have not been returned. VM do not care at all about how they treat customers, when something goes wrong their end. Since there is no update communications from VM I have to keep calling them and every time I call,  Im given a different date by which the problem will be fixed, ....but, nothing happens. I need urgent access to emails with important legal document attachments. They continue to hold everyone affected to ransom, since you cant simply change provider to eradicate the problem. Abysmally poor customer service...and now they’re dragging it out so long, I have a sneaking suspicion, they haven't backed things up, like they claim they have! Grr! 

victor2

While it is a major inconvenience for affected people, those who claim it affects their work/business should have a business account with appropriate Service Level Agreement, but of course that costs more than a domestic agreement. 
It is also a lesson for those who do not keep local copies of important historic emails to do so, regardless of who provides their service.
More importantly, don't ever rely upon an email address from your ISP - if you leave them you'll lose it, and there are plenty of other options available for free.