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Is Virgin Media email down? What we know as users report problems again following major outage

Virgin Media is once again having issues with its email service, with thousands of customers unable to access their accounts.

Virgin Media had informed customers of a period of planned downtime between midnight and 6am, but customers were unable to access their emails later into the morning.

Almost 1,000 people have logged complaints on Down Detector, with many more sharing their frustrations on social media.

This is the second major outage Virgin emails have suffered this month, with the last period of downtime lasting more than a day. Emails received on or before 19 June during the outage also did not appear in customers’ inboxes.

One customer said on Twitter: “10 days since this mess started and can’t access emails again this morning and still missing all historic emails that were saved before 19 June, no communication from Virgin media and no compensation. It’s disgusting.”

Another said the email outage left her unable to secure tickets to see Foo Fighters on Friday morning.

Virgin Media responded to one complaining customer on Twitter, saying: “We have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.”

However, many customers said they were still experiencing issues.

A Virgin Media spokesperson said: “Our teams were working through the night to complete planned and essential work to our email service. This was carried out overnight to minimise disruption for our email users, but unfortunately we have since encountered some technical difficulties this morning which means email users may be experiencing intermittent issues with their email service. We apologise for the inconvenience this is causing and our teams are working to resolve it as soon as possible.”

After the outage earlier this month, Virgin emailed its customers saying: “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.

“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.”

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