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

Regional District of Nanaimo losing forest, farm lands

Growth strategy report shows mixed results relative to regional district’s goals

LETTERS TO THE EDITOR: Land commission should have supported Nanoose eatery

Letter writers weigh in on closure of Rusted Rake Farm café

It’s game on as new hockey exhibit fills Nanaimo Museum

Canadian Museum of History travelling exhibit on display until November

Family safe after early-morning garage fire in Nanaimo’s Buttertubs Marsh area

Nanaimo Fire Rescue called out to fire 2 a.m. on Saturday

Nanaimo company gets licence to test psychedelic drugs

Salvation Botanicals granted a controlled drugs and substances dealer’s licence

VIDEO: Vancouver Island mayor details emergency response after fatal bus crash

Sharie Minions says she is ‘appalled’ by condition of road where bus crashed

Seven buildings proposed for waterfront development in Parksville

IAG Developments hosts second public open house to gather feedback

Conservatives promise tax cut that they say will address Liberal increases

Scheer says the cut would apply to the lowest income bracket

B.C. VIEWS: Cutting wood waste produces some bleeding

Value-added industry slowly grows as big sawmills close

Fewer trees, higher costs blamed for devastating downturn in B.C. forestry

Some say the high cost of logs is the major cause of the industry’s decline in B.C.

Federal food safety watchdog says batch of baby formula recalled

The agency says it’s conducting a food safety investigation

UVic president offers condolences after two students killed in bus crash

‘We also grieve with those closest to these members of our campus community,’ Cassels says

Coming Home: B.C. fire chief and disaster dog return from hurricane-ravaged Bahamas

The pair spent roughly one week on Great Abaco Island assisting in relief efforts

Beefs & Bouquets, Sept. 12

To submit a beef or a bouquet to the Nanaimo News Bulletin, e-mail bulletinboard@nanaimobulletin.com

Most Read