Some VM email accounts are dead!

Will73 · 10-07-2008, 19:43

I've not been able to log on to my email for a couple of days now; It keeps popping up the password box. I've just called faults and after the bloke disappeared for ages to speak to his manager, he came back and sheepishly told me they moved a load of email accounts over to a new system and some were locked out in the move! They say it could take 7 days or more to get this fixed!

Anyone else have this problem?

Haggis23 · 10-07-2008, 20:08

Hi!

It sounds like you were one of the customers affected by the phase 5 migration when we merged some of the old NTL systems with the old Telewest systems...

Last time i spoke with tech support about this the SLA to resolve was 3 days but the volume of people affected must have increased this..

It will be resolved, though...and as far as i know they'll contact you when its sorted.

Its one of those annoying times when you just need to wait it out...

Will73 · 10-07-2008, 20:14

Thanks for the info, Haggis.

It's a real pain as i particularly need my email account at the moment.

Do you work for VM? If so could you keep me posted!

Cheers

Haggis23 · 10-07-2008, 20:28

No probs!

lol I do yes, how did you guess?

Ill keep an eye on things for you! If they don't sort this for you by the time they promised it might be a good idea to call tech support and ask for a manager...if anybody can sort it quicker it would be them!

if the SLA increases further/decreases i will let you know!

Will73 · 10-07-2008, 20:33

Excellent

whydoIneedatech · 10-07-2008, 21:38

Quote:

Originally Posted by Will73

I've not been able to log on to my email for a couple of days now; It keeps popping up the password box. I've just called faults and after the bloke disappeared for ages to speak to his manager, he came back and sheepishly told me they moved a load of email accounts over to a new system and some were locked out in the move! They say it could take 7 days or more to get this fixed!

Anyone else have this problem?

You are going to be an @ntlworld.com email user and the has been a lot of similar problems since NTL started the billing migration on their systems.

But be forewarned though, and do not hold your breath as they may well no longer exist as they may have been completely wiped from the system as many customers have already found out.

The best person to speak to is the Tech as not all Managers are Technical they are just Managers.

Contact details below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 from your Virgin Media Phone. It's absolutely free.
Or call 0845 454 1111 from any other phone line.

**Rob M** · 10-07-2008, 22:12

Thread Moved to 'Email' Issues

howdydoody · 10-07-2008, 22:44

Interesting to read this as I've been without email for a week now and so far none of the phonecalls have mentioned this migration.

I've been given a reference (P0002325756) and was told it should be fixed in 3 days. Now I'm just told there's no news and it's still with IT.

It's frustrating, especially when you have four family members asking you daily if there's any news yet

whydoIneedatech · 10-07-2008, 22:48

Quote:

Originally Posted by howdydoody

Interesting to read this as I've been without email for a week now and so far none of the phonecalls have mentioned this migration.

I've been given a reference (P0002325756) and was told it should be fixed in 3 days. Now I'm just told there's no news and it's still with IT.

It's frustrating, especially when you have four family members asking you daily if there's any news yet

If you know your Account username and password try this link and see if you can login.

Your username will look like : ab001c1234

https://selfcare.blueyonder.co.uk/II...pp=manageemail

howdydoody · 10-07-2008, 23:09

Yes I can login to selfcare and see my list of email addresses but if I try and change one of the passwords then I get this:

There is a problem with selfcare, please try again later.

Likewise I can log in to webmail.ntlworld.com but all it shows me is the options screen for setting up spam/forwarding etc. Once I click Ok on that I get a Session timeout page telling me to log in again.

whydoIneedatech · 10-07-2008, 23:16

Quote:

Originally Posted by howdydoody

Yes I can login to selfcare and see my list of email addresses but if I try and change one of the passwords then I get this:

There is a problem with selfcare, please try again later.

Likewise I can log in to webmail.ntlworld.com but all it shows me is the options screen for setting up spam/forwarding etc. Once I click Ok on that I get a Session timeout page telling me to log in again.

At least they are still listed as many customers have actually lost all email addresses, all you can do is keep chasing it up on the phone.

howdydoody · 10-07-2008, 23:20

Yeah I thought so. Thanks for your help anyway

cybernetic_tiger · 11-07-2008, 22:12

The actual fault ref being worked on by Networks if F000752768 and is currently an MSO (2nd highest priority).

whydoIneedatech · 11-07-2008, 22:28

Quote:

Originally Posted by cybernetic_tiger

The actual fault ref being worked on by Networks if F000752768 and is currently an MSO (2nd highest priority).

Still very unlikely to salvage the lost addys though

Haggis23 · 11-07-2008, 22:33

Quote:

Originally Posted by howdydoody

Interesting to read this as I've been without email for a week now and so far none of the phonecalls have mentioned this migration.

I've been given a reference (P0002325756) and was told it should be fixed in 3 days. Now I'm just told there's no news and it's still with IT.

It's frustrating, especially when you have four family members asking you daily if there's any news yet

How strange...that reference you have been given is an IT Ticket.

I didn't realise they were resolving this issue with IT requests???

Anybody know anything bout this?