Telus webmail down yet again

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Community Power User
Community Power User

@lairdmacwrote:

This a link to a post from yesterday.  It only mentions webmail services.  It does not address my ongoing problems trying to use an email (POP3) client. 


There have been a few users describing difficulties with POP3 and Outlook. A search will allow you to see if others share your experience.  

If the other discussions do not match your situation, you should start a new thread with your experience so it can be properly assessed.

 

NFtoBC
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Friendly Neighbour

This is ridiculous!!!   I managed to login, started an email to my family who are anxiously awaiting an update concerning a family emergency and boom, I got kicked out of webmail!   What is TELUS doing?  Who do you have working on this serious service outage?   I am so angry, I will attempt a CHAT with someone at TELUS!  

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Neighbour

Despite what the status page may say for the problem I STILL cannot access the login page since yesterday.  It does not even come-up and times-out before even asking for my credentials.

I can sometimes get messages through an IMAP client but cannot use it to send as it gives me errors with SMTP (An error occurred while sending mail: The mail server sent an incorrect greeting:  mtlp000087 cmsmtp ESMTP server not available).  So I still need the Webmail interface for it.

I'm far away travelling and this is ruining my vacation without the ability to coordinate with people that are waiting for answers from me.

 

 

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Organizer
Mine seems to be working for now....
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CPU Alum
CPU Alum

Same here.... I've been stable for the last hour.

 

Lots of emails to read and delete.

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Resident

Web mail down all over the island

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Neighbour

Having a similar issue:  Webmail keeps bouncing me back to the log in or "change your password" page every minute or so.  I keep losing messages I'm in the middle of composing.  Spoke with tech support for about an hour (after half an hour on hold) while they made me jump through the hoops of re-booting my computer, etc even though it's happening to my wife as well on a separate computer plus a family computer (all Macs) and a business PC I have.  Clearly it's something to do with their implementation of webmail.  I wonder if it may have something to do with my refusal to change my password but if this is their way of forcing me to follow their password policy it's pretty shabby and I'll be looking for a new provider.

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Community Power User
Community Power User

The earlier problem was not getting from the login page to webmail. This is now working, at least for me.

Not being able to access the login page is a different situation. Have you restarted your browser, or your computer?

NFtoBC
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Community Power User
Community Power User

@_paddy

Make sure to check the “Remember Me” box on the login page.

 

And no, it is not about changing passwords. I have been ignoring that request for over a year, and can login.

 

NFtoBC
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Resident

Not resolved for me either.

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Resident

Tried restarting my computer... no luck. Can't reset my password, because it won't recognise the one I have - which I changed recently after much prodding from telus. Won't recognise my old one either.. I suppose I'm doomed to being stuck on the phone for hours tomorrow.

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Rockstar

The bottom line here is ISP email is trash. Nobody should be using it, and nobody needs it, for anything. I log-in to my Shaw and Telus accounts with Gmail addresses. My Shaw addresses have sat unused for years, because that's how they work best.

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Rockstar

@_paddywrote:

Spoke with tech support for about an hour (after half an hour on hold) while they made me jump through the hoops of re-booting my computer, etc


It's ridiculous. In 2018, telling customers to re-boot anything in an instance like this is insulting and a waste of everybody's time. This "advice" should be struck from the support list. "Clearing browser cache" should be struck too. Better to say the truth up-front, "We have no idea right now. Make yourself a drink and wait it out," and stop wasting the customer's time.

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Friendly Neighbour

At 19th April 2018 0705 EDT able to access email via webmail using Chrome browser and all seems OK. WhooHoo!

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Neighbour

Yes, my browser and computer have been restarted several times since this issue has been going on.  That has nothing to do with anything!  Unless the URL has changed and we were not told the server does not even bring-up the login page.  I can access this forum without any issues and can receive e-mails through a different client so it's not the e-mail servers.  It seems to the be Webmail front-end to the e-mail servers that's having an issue.

Could this be related to the various Internet problems that have been experienced in the past several days in Ontario?  Or maybe they switched this platform over to the new "converged network" infrastructure in the TELUS datacenters that several other environments have been gradually moved over to.

If it works for some area and not others it could be the global load balancers (which are part of those changes that are happening).

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Community Power User
Community Power User

@goodgriefwrote:

 I suppose I'm doomed to being stuck on the phone for hours tomorrow.


You can contact them on Social Media either Facebook or Twitter. I found it painless on Sunday past, and had about a five minute wait. Just send a Private Message or DM.

 

NFtoBC
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Community Power User
Community Power User

@Linefeed

  I am able to access at either webmail.telus.net or webmail2.telus.net.

 

NFtoBC
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Community Power User
Community Power User

@Lolawrote:

It's ridiculous. In 2018, telling customers to re-boot anything in an instance like this is insulting and a waste of everybody's time. This "advice" should be struck from the support list. "Clearing browser cache" should be struck too. Better to say the truth up-front, "We have no idea right now. Make yourself a drink and wait it out," and stop wasting the customer's time.


There are still instances where rebooting a device correct errors. It is still a valid step, especially if the device has been running for some days. Have experienced it both first and second hand, where a reboot corrects problems.

NFtoBC
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Resident

Not working for me either.  Worked fine until about 10 AM UK time Wednesday Apr 18, hasn't worked since for me, despite happy "problem resolved posting"

 

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Community Power User
Community Power User

Webmail is working fine for me right now.


If you find a post useful, please give the author a "Like" or mark as an accepted solution if it solves your trouble. 🙂
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Neighbour

Yeah, I have that checked.

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Neighbour

And in particular when there are 3 other computers having the same issue, 2 of which had just been booted to check and were on different OS.  The only thing in common is they're coming form the same home ip address.  Not sure if (and if, why) their server would be forcing the log ins from the same ip address.

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Neighbour

It was still down this morning but I just tried it now and it seems to be working for the time being.  I'll keep my fingers crossed.  😉

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Connector

This is up and down baloney of TELUS Email has got to stop. I can receive but I can NOT send, yet again. This is impacting my business. The following message is from Outlook. When are you going to your act together, this has been going on for days now. I can't put up with much more of this non-functioning service.

 

Sending' reported error (0x800CCC78) : 'Cannot send the message. Verify the email address in your account properties.  The server responded: ??0 ?'

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Connector

It appears TELUS has started blocking email sending when you are on VPN. I was able to send on my VPN for the past two years but now if I am on the VPN the sender is rejected. Turn off the VPN and it works. I am really getting sick of this mickey mouse all over the place operation. This needs to be corrected or I don't know after about 37 years of being a customer I am going to have to look elsewhere. This is not proper operation.

Community Power User
Community Power User

Don't be so quick to blame Telus. It may well be your VPN supplier.

 

A quick web search using the term: "Why would email fail through VPN" leads to lots of information indicating the VPN supplier is, or is required to prohibit transferring STMP requests through VPN. 

NFtoBC
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Connector

Sorry no it is not. I have at least 10 different emails on my outlook from numerous providers. The only one having this issue is TELUS, and it has only started this week. No excuse for this. Outlook is reaching the server but the server is saying my account doesn't exist which is crap. No doubt someone made a change on the server since this Webmail meltdown this week, someone has made an error, and so now anyone with a vpn which is a lot of people will have an issue. Simply zero excuse for these kinds of mistakes.

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Connector

There is suddenly issues with email behind a vpn, if that is what you are using.

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Community Power User
Community Power User

Of curiosity, are you using SMTP port 1025 (external connections) or 465 (on Telus network)?

 

 

NFtoBC
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Connector

I believe I have found the problem. All my other email ids use SSL encryption and the ports for that type of connection. My TELUS email however is very, very, old, it is a TELUSPLANET id that has been around for likely 30+ years. Unfortunately that also meant the configuration was the old unsecured SMTP port 25 which has worked reliably for a long time but it appears recently some changes have been made recently at the server side to block that when the connection is originating outside the TELUS Network. I updated it to use SSL encryption and the appropriate port and now it is functioning over VPN.

 

So this problem is solv-ed.