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.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

City of Nanaimo to look at turning NDSS field into mid-size stadium

Parks and rec will begin stakeholder engagement and begin work on a phased plan for improvements

Woman arrested near Nanaimo’s Westwood Lake after road rage incidents

37-year-old woman facing charges including assault, assaulting a police officer, impaired driving

Stock the Lockers drive for vulnerable students in Nanaimo begins

Nanaimo-Ladysmith Schools Foundation exec says students need support leading up to fall semester

VIDEO: Otter pups learn to swim at B.C. wildlife rescue facility

Watch Critter Care’s Nathan Wagstaffe help seven young otters go for their first dip

LETTERS TO THE EDITOR: Pandemic isn’t a time for tax increases

City councillors are out of touch with the taxpayers, says letter writer

New ICBC data details Nanaimo intersections with the most crashes

Old Island Highway at Bowen Road and Norwell Drive saw the most crashes in 2019

Rollout of COVID-19 Alert app faces criticism over accessibility

App requires users to have Apple or Android phones made in the last five years, and a relatively new operating system

Michael Buble among 13 British Columbians to receive Order of B.C.

Ceremony will be delayed to 2021 due to COVID-19

U.S. border communities feel loss of Canadian tourists, shoppers and friends

Restrictions on non-essential travel across the Canada-U.S. border have been in place since March 2`

Alleged impaired driver sparks small wildfire near Lytton after crash: B.C. RCMP

Good Samaritans prevented the blaze from getting out of control

Most Read