missing emails

[PeterRolison]

I had a sub-folder in my inbox in which I keep (in separate folders) all the emails I want to keep, but not visible in the main inbox.  There was a down-arrow next to my email address which I used to access this sub-folder.  Now my main email address is not displayed and so I have no way of accessing all my emails in these folders.  As these emails are important, can someone tell me how I can access them?

Peter

[Gondola]

Just observing that we don't see reports here that might give rise to a conclusion that there was a design flaw in the migration process.  Not to say that 'lost or missing' email reports don't ever happen.  Because there is no formal backup service offered it's always been the advice to make your own backups of important mail messages.

Seek guidance from your legal advisor. If there is a criminal case to answer then the investigating authorities can seek evidence from your recipient(s).

[PeterRolison]

I received no prior warning that emails in folders would not be migrated.

My emails were lost during "handling" so the "normal operational resilience" or the “rolling backup of the mail servers” referred to must be at fault.

The missing emails contain some which are of a sensitive nature, including one which contained evidence that may lead to a solicitor being accused of theft!  It is, therefore, impossible to ask for copies of such correspondence; also included are some sent emails which cannot be obtained for the same reasons.

I can’t be the only customer affected!

Peter

[Gondola]

Just to say that TalkTalk have never offered any backup service to recover 'lost' messages. It's always been the case that customers need to back up their important mail messages onto at least two of their own devices or services.

There will have been a rolling backup for the mail servers to ensure that messages weren't lost during transfers of messages from one mailbox store to another. This isn't an archive store just the normal operational resilience to ensure messages aren't lost in handling.

Given that nothing has been found via the rolling backup system, can you obtain copies of previously received messages from the original senders?

[PeterRolison]

Ady,

Thank you for your message and for pursuing this for so long.  I can't say I am not disappointed with the result.  I only kept the emails on the email server as I asssumed they would be secure, and backed-up periodically, so they could be retrieved at a later date. 

All the email folders were part of my inbox so I have to conclude the "changeover" to the new system contained some bugs which were not addressed before the changeover. 

Some of my "lost" emails were important and irreplaceable, so I am at a loss as to what to do now!

Can I presume the OX support team have had a comprehensive search of the archive email server?

Peter

[Ady-TalkTalk]

Hi PeterRolison, the OX support team have now confirmed that they cannot recover the mail that was lost. I'm sorry we've not been able to get you the right result. 

Ady

[Ady-TalkTalk]

I've had a reply and OX have advised that the mail folders I've sent to you in a personal message are showing against your mailbox. 

Ady

[Ady-TalkTalk]

I'm afraid there's no update yet. I've escalated to the manager of the faults team.

Ady

[PeterRolison]

Ady,

Can you PLEASE let me know progress in this matter.  I am getting pretty desperate to get these emails back.

Peter

[Ady-TalkTalk]

I'm afraid there's been no update on the ticket yet. I'll check back later. 

Ady

[PeterRolison]

Thanks, Ady.

Good to know I haven't been forgotten!

Peter

[Ady-TalkTalk]

Hi Peter, I've had to open a new ticket for you. I'll keep tabs on it and let you have updates daily. 

Ady

[PeterRolison]

Ady,

It's been another fortnight and still no response.  Things are getting pretty desperate now and I do need these emails as soon as possible.

Can you let me know what progress has been made, and preferably how much longer it will take to resolve.

Peter

[Ady-TalkTalk]

Hi Peter, I'm sending details over again to be investigated. I'm sorry for the delay in getting this sorted for you. 

Ady

[PeterRolison]

Ady,

You chased this a fortnight ago, but since then I have heard nothing.

It is now starting to get important.  Two folders in particular: Solicitors and Mum, contain evidence given to or intended for the solicitor and legal documents relating to the house.

Surely these, and the other folders must be on a Server somewhere, or a back-up or archive Server.

Can you chase and stress the importance, please.

Peter

[Ady-TalkTalk]

Hi Peter, I've had nothing back. I'll chase this again for you. 

Ady

[Gliwmaeden2]

I'll re-escalate this thread, @PeterRolison.

[PeterRolison]

Ady,

The Team has had this for three weeks now.  Do you know if they have made any progress, only I am starting to need access.

Peter

[Ady-TalkTalk]

I do hope so. 

Ady

[PeterRolison]

Thanks, Ady,

Hope they can sort it.

Peter

[Ady-TalkTalk]

I've passed the information over to the team to take a look and see if we can help. 

Ady