Telus email woes drag on

Email woes continue for thousands of Telus customers across B.C.

Telus said Monday it is now offering bill credits to affected customers as it works “round the clock” to restore service, which went down Thursday, CTV News reports.

“We are contacting residential and small business customers directly with details of their bill credits within the next 48 hours,” chief customer officer Tony Teheran said in an email to CTV Monday. “Restored customers will see the email in their Telus.net inbox and customers without full functionality will receive an email in their Telus webmail account.”

The company offered an apology via Twitter over the weekend.

“I’ve relied on the confidentiality of my Telus address and missed an appointment with my cardiologist,” said Vancouver resident Angela Clark told CTV. 

“If you're working from home, email is critical and it can't go down – not even for an hour,” said Ken Coach. “You've got to reassure people you're going to fix it; you've got to reassure people that you're on it."

Telus says the outage happened during a server update.

"The issue occurred during an overnight update to our services in the early hours of Thursday, Aug. 15 when a flawed repair procedure, in partnership with our vendor Dell EMC took the Telus.net email system offline," the company said in an online note.

Jake Sennett, a veteran IT professional with Uniserve, called the outage a “one-off catastrophic failure that should've never happened.”

– with files from CTV Vancouver


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