Email service Telus.net has been down since Thursday, Aug. 15, 2019. (Telus)

UPDATE: Telus to issue bill credits to email service customers affected by outage

Telus.net has been down since Aug. 15

Telus is issuing bill credits to all the customers affected by its email service outage, the company said in a statement Monday afternoon.

The move comes as Telus.net remains down for the fifth day, and angry Telus customers continue to vent their feelings online

The email service went down on Thursday morning. In a statement sent out Monday, Telus said a “hardware repair procedure” caused the outage.

Users on social media weren’t happy with the delays.

“This temporary access is obviously a dud. Not working for any of us. And no, we cannot reset the password because the confirmation requirement goes to our Telus email. Good God, what a mess!” Elizabeth MacIsaac wrote.

“Finally got to login, but all my previous emails are gone and I only have emails from within the past 12 hours. Not since Thursday when the whole thing shut down. Where are they?” asked Twitter user Kyra.

The company said technicians were working night and day to fix the issue and were bringing in webmail on “new servers” so that customers could still send, receive and forward emails. Some users have said the workaround is not working for them.

Allowing customers access to their usual apps, Telus said, risked losing emails and contact information.

Chief customer officer Tony Geheran said he felt “sick” about the situation, but that workers “cannot be hasty, because the last thing we want to do is lose or compromise someone’s precious information.”

“We let our customers down, and this is not the level of service they expect or deserve from us. Our commitment to putting our customers first means we must do everything in our power to regain their trust, and this is an important step in doing so,” said Geheran. “Our top priorities remain to fully resolve the disruption for those restricted to webmail, make this right for affected customers, and ensure this never happens again.”

Telus said they will contact residential and small business customers with details on the bill credits within 48 hours.

ALSO READ: Vancouver man arrested after pregnant woman’s SUV stolen, then crashed


@katslepian

katya.slepian@bpdigital.ca

Like us on Facebook and follow us on Twitter.

Just Posted

Cow feeding economics for the 2019-20 winter season

Keep in mind prrice and availability of feed

Boat and trailer purchase necessary, hears county council

Several departments needed a better boat says CAO

Hot Habanero jelly good for a get-together

Homemade applesauce recipe in this week’s kitchen

First Nations given max compensation for Ottawa’s child-welfare discrimination

2016 ruling said feds didn’t give same funding for on-reserve kids as was given to off-reserve kids

Branco, Blatz-Morgan win City of Wetaskiwin by-election race Sept. 11

Branco records 761 votes, Blatz-Morgan 688: unofficial results

Fashion Fridays: 10 effortlessly stylish items for fall

Kim XO, helps to keep you looking good on Fashion Fridays on the Black Press Media Network

Red Deer Rebels drop preseason tilt to Tigers 5-3

Rebels fail to score after three first period goals

Canada Post has unfair advantage in distributing flyers: news group

Crown corporation argues newspapers, private operators deliver majority of flyers in Canada

Western Canadian Baseball team, stadium coming to Sylvan Lake

The Town announced they are finalizing an agreement to have a WCBL team in the future sports park

Sylvan Lake’s rainbow crosswalk defaced with homophobic message

The crosswalk was repainted Thursday morning to remove traces of the spray-painted words

Mounties lay secrets-law charges against one of their own

Cameron Ortis has been charged under the Security of Information Act

Canadian bobsledder Kaillie Humphries files lawsuit in bid to race for U.S.

Two-time world champion wants to expedite release from national team after filing harassment claims

Absent Trudeau is main target in leaders’ first election debate

Vying for third place, both NDP and Green leaders paint Liberals and Tories as establishment parties

Moose breaks into Fort St. John school district office

Conservation officers found the animal and determined it was fine, ‘all things considered’

Most Read