Telus webmail customers have been dealing with an email outage that started on Thursday, August 15, and is still down for some users, their third day without access.
The company said on August 16, “More than 90% of customers are now able to access their http://TELUS.net email. Technicians continue to work around the clock to troubleshoot a few servers that are affecting less than 10% of customers.”
But unfortunately, some remaining customers still do not have access to Telus webmail, 72 hours later. Many people have discovered once email was back online, missing emails during the outage are either delayed or missing altogether.
Today, an apology video was posted by Telus, with Tony Geheran, the company’s Chief Custom Officer, reading a statement on the matter. We’ve transcribed the text from the video, which you can read below:
To our Telus.net email customers, we’ve let you down and we’re sorry. I want to personally apologize for the extended email outage, that began on Thursday and prevented many of you from accessing, sending, or receiving emails from your Telus.net accounts. We know how vital email is to conduct important business, to communicate with family and friends, and to manage schedules and finances.
This disruption is unacceptable and we are doing everything we can to resolve the matter as soon as possible. Our technicians have been working around the clock. On Friday, we had most of the servers back online, which restored access for the majority of our customers. However, not all customer email accounts are working. The issues with the remaining servers are complicated and it’s taking far longer to resolve this problem than we would like.
We know that you, our customers, are frustrated. We are doing everything we can to make this right. Please know, we are extremely grateful for your loyalty, your business, and your patience. You have my word that our entire Telus leadership team will learn from this experience and ensure we never put you in this situation again.
Telus customers are not happy about the extended email outage and are very angry. They’ve been sounding off on all Telus social media pages.
Global News says you're sending apology texts to customers who are still without their email. Where's mine? I've been without for three days. No flickers. No contact from you guys. No answers about what took down the servers. I want to see the CEOs head roll for this fiasco.
— K.B. Horricks-King (@kbhorricksking) August 18, 2019
I fully expect to receive a credit to my account to compensate for the loss of service for each day of this outage. I think you have underestimated the impact & overstated the recovery.
— Lea Harth (@LeaHarth) August 17, 2019
Day 3 of email hostage situation
You’d think a 14 billion dollar communications company would know how to communicate…
What the hell is going on?
— Can form my own opinion (@kimlaforce) August 17, 2019
There’s nothing worse than an email outage. But in 2019, one should not be using email from their internet service provider, for personal or to run a business. If you switch internet providers, you need to switch email accounts too. Using a Gmail account from Google would be a better option, for both features and uptime.
Are you still currently affected by this Telus.net email outage?