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

Central Saanich Police prepared for afternoon shut-down of Highway 17

Sgt. Paul Brailey questions efficacy of protest

Wet’suwet’en supporters occupying legislature in Victoria set press conference

Demonstrators have been occupying the legislature since Monday despite injunction

Saanich dog walkers react to potential review of bylaws allowing off-leash dogs on beaches

Focus should have remained on migratory birds, not on dog behaviour, says Cadboro Bay dog walker

UPDATED: Demonstrators plan to shut down Pat Bay Highway Wednesday afternoon

Adam Olsen, MLA, says issue should be taken to province, not communities

Wear your rose-coloured glasses for the second annual Pink Shirt Gala

Anti-bullying event promises pink drinks, food and shirts

Rail disruptions expected to continue after new protest sites emerge

Nationwide rail and road blockades have been popping up for weeks

Greater Victoria Crime Stoppers wanted list for the week of Feb. 25

Greater Victoria Crime Stoppers is seeking the public’s help in locating the… Continue reading

Protecting privacy key to stopping spread of COVID-19, B.C. health officials say

The number of coronavirus cases in B.C. remains at seven

COLUMN: Forestry no longer close to top of B.C.’s economy

Our reactions to a forestry downturn reflect the past, not the present

Caught on camera: Police release video of man who allegedly stole seaplane in Vancouver

Police say the man broke into the Harbour Air terminal and then got into one of the seaplanes in the harbour

51 health professionals send letter to Trudeau, Horgan panning northern B.C. pipeline

They point to studies about the health and climate change risks from pipeline

Fake meat and a latte? Starbucks adds Beyond Meat in Canada

The Seattle roaster has talked about introducing plant-based patties in the U.S., but has yet to do so

Most Read