For Telus customers using the company’s Telus.net email service, it’s been a pretty bad four days, as an outage starting last Thursday caused users to lose access to their emails.
Despite Telus noting “more than 90% of customers” were able to access their emails one day after the outage, many still were unable to get their email. The outage resulted in a video apology from the company’s chief customer officer.
Now, Telus has explained what specifically caused the email outage, in an update to customers.
“This issue occurred during an overnight update to our servers in the early hours of Thursday, August 15, in partnership with our vendor Dell EMC, when a flawed repair procedure took the TELUS.net email system offline,” explains the company.
Telus says it has since enabled its webmail service to all customers, allowing them to access email via the web.
“As a technology company with a rich history in providing excellent customer service, we feel sick about this disruption and are doing everything we can to restore service as quickly as possible,” added the company.
“Work is now underway to smoothly integrate the old and new email addresses. Once this work is complete and the data is recovered, old messages will be restored to the mailbox and full access will be available,” says Telus
While webmail access was enabled for customers, some still were unable to log in or see their old emails, which are slowly being recovered.
Many Telus customers were angry at the situation and voiced their concerns on Twitter. Many businesses and travellers are being affected by the email SNAFU.
This is not working. I am in France and have no access to my train tickets and return flight now, so Thanks TELUS for nothing. the help page is no help at all
— Tanya Parker (@tlhparker) August 19, 2019
Completely missing everything that was in my inbox and filed! Only emails from today showing not since not since Thursday’s crash loosing hope that everything will be recovered. Top it all off can only access it via web portal with no email client interface!!!
— Justin Laurie (@Jtlaurie85) August 19, 2019
It is exactly this link: https://t.co/DjzVzbyLjZ that has NOT been working for over 5 days now. This is the only way one can send Telus Email while overseas and the PAGE IS NOT LOADING!!! How much longer????
— MelisendePF (@MelisendePF) August 19, 2019
Finally got in using this “temporary fix” and only saw a couple of emails and when I tried to access one I got an error message and was unable to open. How is this a temporary solution??? We may or may not be able to access it and it may or may not have our emails inside???
— Allyson Bertamini (@AllyBertamini) August 19, 2019
Link now works, however, only showing one email and none of my folders show up. Please don’t tell me that my 10+ years of important emails are gone!
— MonicaW (@MonicaW_3) August 19, 2019
Are you affected by this Telus.net email outage? Using an email service from Gmail, for example, would provide better uptime for your data, while also let you retain your email if you ever switch Internet service providers.