INTERNET SERVICE PROVIDER (ISP) Virgin Media has responded to problems with its email service by explaining to customers that it knows it has a problem and is trying to do something about it.
The firm has posted a message on its user pages in which it says that "a small number" of users are experiencing problems with their service, specifically when trying to access the webmail feature of its email service.
"We're aware of an issue whereby a small number of you are having problems signing into your email at the moment," wrote Mark Wilkin, help and support forum manager.
"We made some changes last night and we need to make some more today to get the service restored for all affected users. As soon as we have any more news we'll post it here, so please come back and check again in a while. We're sorry for the temporary inconvenience and thank you for your patience."
A spokesman for the firm said that only a 'very small' number of users were affected, and added that although they were unable to access their mail through the Virgin Media homepage, they could do so using IMAP or Pop mail, for example.
In forums, Virgin Media customers have complained that their usernames and passwords are not being recognised when they try to log into the website, with complaints coming from both Virgin Media and NTL email users.
Typically, though, it seems that a planned upgrade was at fault, as while users reported that the login screen had changed a Virgin Media worker - not posting on behalf of his company - said, "The work to upgrade the services are continuing until late tonight, so there may be times where the login doesn't work as expected, as it is very complex upgrades they are doing... Appreciate it is annoying that you can't log in, but the upgrades will be worth it."
The Virgin Media spokesperson confirmed that there had been an upgrade to the user pages, but not to the email client and promised to email over some further information.
"Whilst the vast majority of customers are unaffected we are working as fast as we can to restore service for affected customers and are rolling out some changes which should progressively restore service," it said. "We expect full restoration shortly but are sorry for any inconvenience caused." µ