Money: Telus email outage stretches into 3rd day, and customers say this is ‘intolerable’ - PressFrom - Canada
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MoneyTelus email outage stretches into 3rd day, and customers say this is ‘intolerable’

09:45  18 august  2019
09:45  18 august  2019 Source:   globalnews.ca

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send or receive e - mail . some customers have also complained that their connection to the internet was also comcast told its customers to expect outages in a letter sent out twice. this is because of the comcast says there email servers are back up in 24hrs. it is not comcasts fault if stupid users

TELUS offers the newest phones from the brands you love (incl. Apple iPhone, Samsung Galaxy and Google Pixel), high speed internet on Canada’s fastest network, flexible home and mobile phone plans, IPTV with live tv streaming, on demand content, the largest PVR capacity and much more.

Telus email outage stretches into 3rd day, and customers say this is ‘intolerable’© THE CANADIAN PRESS IMAGES/Mario Beauregard Telus offices in Montreal, Que., May 29, 2018.

For three days, Telus customers have complained of an outage that has affected the company's email services.

Telus has offered reassurances that most of its customers can access their email now.

But complaints continue to pour in to the company's support page on Twitter. And at least one business owner said the manner in which the corporation has communicated is "intolerable."

In a statement to Global News on Saturday afternoon, Telus said hundreds of team members, including technicians, are working to restore access to email.

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+ Some Telus customers found themselves unable to use their Telus .net accounts amid an outage that happened on Thursday. The outage had been taking place since the morning — the company tweeted about it just after 5 p.m. PT.

Among those customers is the Mountain View Whisman School District. On Monday morning, school district officials sent out a notice to parents warning that nearly all their communication "People have businesses and livelihoods that depend on this ." he said . " This is having a massive impact to the city."

"This is a fluid situation, and we are doing everything we can to stabilize all servers as we bring our final customers back online," said Tony Geheran, Telus' chief customer officer.

"Unfortunately, the issues with the remaining servers are very complex, which is why this is taking much longer than we would like. We know that our customers are frustrated, and we are incredibly sorry.

"We want to reiterate that we take this issue extremely seriously, which is why today, we reached out to customers who are still without email service with an SMS text message to apologize directly."

Reports of the outage first emerged on Thursday morning.

Telus issued a statement later that day, saying that customers could expect a "full restoration by the morning."

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@yodawgsup @ telus email server outage in my area apparently has been out since 8 am it’s now 8 20 pm that ’s over 12 hours totally unacceptable service from telus . @Michael_J_Magee Internet and Optik down and at least two days because of a system problem? @ TELUS How bad is this outage ?

Telus customers in Western Canada are taking to social media to vent their frustration after the company's email service has been disabled for the Telus customers ' blood boiling after two days of email outage . Telus says it is working "very hard" to restore email services that have been disrupted

Friday morning came, and Telus issued another statement, this time saying that "most customers are now able to access their Telus.net email."

READ MORE: Telus says email is restored for 90% of customers now

That was news to several Telus customers, including Ian Davidson-Newby, who runs International Movie Services, an Aldergrove, B.C.-based business that offers costumes and props for the film industry.

For him, email worked briefly, but then went down again at 9 a.m.

"Then it stayed off again into yesterday afternoon," Davidson-Newby told Global News.

Telus issued another statement on Twitter at around 4:45 p.m., saying that "more than 90 per cent of customers are now able to access their Telus.net email."

By this time, Davidson-Newby's email was working again. But he was nevertheless disappointed at what he saw as a lack of information from the company.

"I personally am wondering why, now that they seem to have solved the problem, that all the explanation is that they had a hardware problem at a location," he said.

"Were they hacked, was this a system design problem? Give us an explanation we can work with."

"From the aspect of a business, which lives and dies by their ability to communicate, and communicate in a timely fashion, this is intolerable."

Davidson-Newby could at least say he had email service back.

Kevin McGladdery could not say the same.

The North Vancouver-based man owns a sales and marketing business that deals with auto parts. He said 90 per cent of his work depends on email, as he deals with clients in Eastern Canada and the U.S.

His email account was still out of service on Saturday morning — he said Telus told him it could take as long as 72 hours to be restored.

"I'm totally in the dark," he told Global News.

Telus still working 'around the clock' to fix aftermath of email failure

Telus still working 'around the clock' to fix aftermath of email failure Telus will at least credit customer bills for the email failure that hit their system last Thursday during maintenance, a problem the company is still working “around the clock” to rectify. “We let our customers down and this is not the level of service they expect or deserve from us,” said Tony Geheran, the company’s chief customer officer, in a statement. “We are contacting residential and small-business customers directly with details of their bill credits within the next 48 hours,” Geheran said, acknowledging Telus “must do everything in our power to regain their trust.

Much of Mountain View remains is facing the second day of a citywide internet outage affecting Comcast customers . The outage , which started on Sunday afternoon, is reportedly impacting more than 13,000 households and businesses throughout the city.

Check if your Telstra internet, nbn™, mobile or email service has been affected by a network outage or planned maintenance, along with expected resolution times.

"Thirty years in the business, this is probably one of the worst situations that I've dealt with. There's people that are sitting there, twiddling their thumbs.

"Without email, businesses are shutting down."

Telus has not responded to the question of whether it would offer compensation to those who may have lost business due to the outage.​

READ MORE: Canadian telco networks working to fix widespread outages of voice services

McGladdery sent an email to Telus CEO Darren Entwistle, saying, "Brutal. Where is the backup server? I will never buy another service from Telus."

He said he then received a reply from Entwistle's email address apologizing for the inconvenience and saying the issue was being addressed as quickly as possible.

Fraudsters preying on Telus customers impacted by major email outage.
A B.C. woman wants to warn others after she almost fell victim to a fraudster impersonating a Telus employee after the recent email outage. Bev Evans is one of hundreds of Telus customers who couldn't access her email for days after the company experienced an issue with its servers that took days to repair. Some Telus customers impacted by the outage were notified about compensation — which is why Evans didn't think twice at first when she got a phone call from someone claiming to represent the company.

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