Wednesday, January 6, 2010

The second Google migration

Happy New Year everyone.

This morning we made the 'go' call to kick off the second migration of customers' mailboxes to the Virgin Media Mail (Google) platform, those customers with @blueyonder.co.uk e-mail addresses.

Before Christmas we did an internal staff trial – with 85% of respondents finding it to be an improvement on the previous platform – and have now worked through all the feedback, resolved a couple of minor bugs and closed down the trial as a success.

On Monday we sent the first batch of pre-migration e-mails to over 500K customers (the rest of the mails go out next week) to inform them of the pending migration, what will change and to link off to the help pages – and today we move the first 1,000 customer mailboxes over to the Google platform. Customers also get a 'welcome' e-mail once their mailbox has been moved onto Google.

Last year we launched Virgin Media Mail for new customers and completed the first of our three migrations (for customers with @virgin.net e-mail addresses), leaving us to complete the remainder of the migrations (@ntlworld.com customers will follow the blueyonder migration) and to launch the 'Domain Change', where we will give existing customers the opportunity to adopt the @virginmedia.com style of e-mail addresses if they want to.

Also keep an eye out for some great new help videos about e-mail over coming weeks. We hope they will help guide customers through the Google experience when needed – customers seem to really like it once they're using it!

16 comments:

  1. Do you have a timescale for the ntlworld migration? My brother in law is fed up with his 10 meg limit.

    ReplyDelete
  2. It all depends on how quickly we can get the BY migration done - we'll know better once we get ramped up to some larger volumes.

    It won't be long though!



    Alex

    ReplyDelete
  3. Alex, Interesting blog entry, I've seen my migration email, I'm looking forward to the new service. I see there is a new domain name will there be a short form as well? one criticism of the blueyonder.co.uk domain is it's length , of course I appreciate there may be uniqueness or brand issues....
    Regards
    Richard G

    ReplyDelete
  4. Hi Richard

    Happy New Year!

    At the moment there's no plans for a shorter format domain.

    Cheers



    Alex

    ReplyDelete
  5. My primary mailbox has migrated to your new webmail, but I now have no access to the other mailboxes except via IMAP/POP. I assume this is pending their migration: if not, it is a fundamental loss of functionality compared to the old webmail. Andrew

    ReplyDelete
  6. Hi Andrew

    Are you closing your browser sessions between trying to access the mailboxes via webmail?

    This needs to be done so that you can login to a different account.

    Thanks



    Alex

    ReplyDelete
  7. Hi Alex,
    I was migrated a couple of days ago but haven't received a welcome message yet. Also re-receiving all messages stored on the server was not a positive experience!

    ReplyDelete
  8. Morning Simon

    The welcome mail delivery is something we're looking into, we'll likely need to re-send it to some people.

    On the mail re-delivery thing, the team are working on this but we believe it's down to use of IMAP with the IMAP client not purging deleted messages and hence they're re-delivered as they're valid messages within the mailbox.

    We're looking into the pattern of these right now and what changes we need to make accordingly to our migration scripts - thanks to those who've reported info on them as it's helping us get to the bottom of it!




    Alex

    ReplyDelete
  9. Alex
    whould you mind tell me if i will
    be able to change my primary email
    to another address when i have been migrated
    over as i am going to get rid of that address
    if i can.and will i still be able to you pop3
    or will i just have imap to use and webmail

    cedric

    ReplyDelete
  10. Hi Cedric

    If you mean the primary alias on your first mailbox, this can't be changed but you'll be able to create a new mailbox once migrated and can start using that if you wish to.

    You can use all of POP3, IMAP4 and Webmail, although you only get access to many of the extra features such as chat and search if you use Webmail - as will be the case as and when we add further functionality in the future.

    Thanks and Happy New Year




    Alex

    ReplyDelete
  11. Hi Alex

    My primary mailbox has been successfuly migrated but I don't understand why the blueyonder primary mailbox name has not been used for my Virgin Media user name. Instead one of the 2 aliases for that mailbox has been used. Unfortunately it is an alias that I have never used whereas I have used the other alias as my long term email address for many years. I would very much like my Virgin Media user name to be changed to this other alias otherwise I will be stuck with a username that I don't particularly want.

    ReplyDelete
  12. Hi

    We needed to set a particular alias to be the primary login for My Virgin Media when it was launched, and the first alias on the mailbox was the best option to assign to that status.

    All aliases redirect to the same place on a mailbox so it shouldn't be a significant issue.



    Alex

    ReplyDelete
  13. Hi Alex

    Thank you for your response to my comment. I have just read your post to the thread "Selfcare/VM have changed my Primary email address to my daughter's alias!" in the Email Help & Support Forum. This relates exactly to my own situation as per my earlier comment above. I would like to be kept informed of the status of the potential "MyVM changes" as I too feel strongly that the primary address was chosen for me and that it is not the one I would have chosen to use. I would be happy to give you my details but feel that it is probably best not to publish them here.

    Kind regards

    David

    ReplyDelete
  14. Hi David

    No need to do so - thanks for the feedback.

    Cheers




    Alex

    ReplyDelete
  15. ...and here we are TWO years and still current customers are waiting for these VM.com alias addresses!

    http://community.virginmedia.com/t5/Email/Virginmedia-com-address-STILL-waiting-Nov-2010/td-p/171769

    Still no staff taking ownership of this issue, spoken on phone to some yesterday who STILL do not even know the problem even exists and I had to explain it several times; hence letter sent to CEO now.

    I am NOT going away on this, as I'm livid on how all us legacy customers have been treated with regards to this! Empty promises, lack of communications, and clearly non-existant decent support staff training.

    Yeah great "Customer Service experience" team you have there Alex!

    jimthing

    ReplyDelete
  16. Jim - Hi. In fact hi from NZ, where I'm on holiday at the moment!

    I'll get an update on the latest status on this one when I return in a couple of weeks but the last time I spoke to the product guys they were working on getting a finalised date as we've had a few issues here (apologies for this).

    Saying that I'm not 100% up on latest status, if you want to drop the social media team a line (their contact details can be found at http://www.twitter.com/virginmedia) they'll be able to confirm this for you.

    Thanks




    Alex

    ReplyDelete