Webmail/Telus email is currently down.

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TELUS Employee

Webmail/Telus email is currently down.

Just a heads up - our webmail is down at the moment. The queues are very high. Please be patient! We are working on it! So sorry for the inconvenience!

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@jhulford wrote:

Nanaimo: back in business as of 10:30PM on both email accounts. However, now I'm getting:

 

This site can’t be reached

forum telus com took too long to respond.

 

Aaarrrggghhhhhh!


That'd be 10:15 and everything else seems to be up and running, as well.

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Many people have said that there should be some type o compensation for our email outage.  So...what compensation would be appropriate and would satisfy you....as a home customer ?  As a business customer ?  And be realistic !

@Irishgranny: I think Telus needs to compensate its email customers with an amount that includes punitive damages. If it causes Telus no monetary pain, then genuine improvements will not happen. I had been thinking reimbursement of one month's Internet service fees, and then my semi-restored email service collapsed again and Telus started shovelling the BS that 90% of service was restored. Even when my service was (temporarily) restored, messages from the previous day did not come in and I am being told by some folks that their messages to me are still randomly getting bounced. Then came Tony Geheran's apology, lacking anything like an adequate explanation of how things could have gone so badly wrong, not acknowledging that the email problems have actually been going on for more than a week for some customers, and repeating the "majority restored" nonsense (merely being able to finally log in is NOT fully restored service). No, one month's reimbursement is not enough. Perhaps two months? Three if Telus is unwilling to come clean?

@ennjeoajat   I had the login page briefly a couple of hours ago -couldn't do anything but was hopeful...now I'm back to "Can't find the page"...so much for joining that 90% club.  While I agree that some type of compensation is due, I think you're being over-optimistic in your expectations.   Think we'll be lucky if we get $10 from them.  And don't know how the businesses can calculate what this outage has cost them!  Right now, I just want to be able to use email...will think about compensation after that happens!

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@Irishgranny: Ah, well, you asked what we thought would be appropriate. If you ask my expectations, that would be no compensation, no meaningful explanations, no admission of the actual extent of the problem (e.g. some customers have been suffering for more than a week), and they'll continue lying about how many customers have fully restored service until it eventually becomes true. We'll never find out how many messages were simply lost. Where do my expectations come from? I've been a Telus customer for a very long time and I cannot remember the last time they made even the most trivial of changes without breaking something and I've learned the hard way that nothing they ever say can be counted on. If the competition's basic technology weren't so inferior (i.e. cable-based), I would have left long ago.

Anybody get this weird “Zimbra” box when trying to load the Telus webmail page?

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Now I get the “normal” page when I try and go to telus webmail.  I ain’t taking no chances....forwarding all my telus emails to a gmail account until they’re able to sort this mess out.

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Ask me when the outage is over.  I haven't had a sniff of e-mail since Wednesday night.  And until I see the e-mails come in, it's pretty difficult to assess the damage, if any, from not receiving any e-mails.

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A 10:00 PM check (Aug 17th) here in Cranbrook, BC revealed, in our household, both my wife's and my email accounts are finally up and running... Email client(s), webmail, etc working as they should, at least for now.

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All praise Jeebus!

 

All more email accounts are now operational.

 

Slow as molasses but able to send/receive emails.

 

Location:  Vancouver

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Yup, email seems to be up here in Langley at 22:16 hrs on Sat evening, BUT, I only have 7 emails, where are the rest. I normally get that amount in 4 hours.
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Up here too and no email since Thursday is here! Are you kidding me?! All that email is lost? Telus, PLEASE let us know the status of our incoming email since Thursday.

Strathmore, Alberta.  Down again!   aaaarrrrrgggghhhh!!  What's up Telus?  I want compensation for your poor service.

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@bluebell wrote:

Strathmore, Alberta.  Down again!   aaaarrrrrgggghhhh!!  What's up Telus?  I want compensation for your poor service.


 You'll get compensated in the form of increased charges for their level of "service".

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As of 8:00 PM on Aug 17 here in Cranbrook, BC my accounts are slowly going in reverse, what had worked are now very intermittent or not at all. Wife's single account still has had no signs of life since initial outage. Trying to access webmail goes absolutely nowhere now no matter what browser/device is used.

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@Elky64 wrote:

As of 8:00 PM on Aug 17 here in Cranbrook, BC my accounts are slowly going in reverse, what had worked are now very intermittent or not at all. Wife's single account still has had no signs of life since initial outage. Trying to access webmail goes absolutely nowhere now no matter what browser/device is used.


Welcome to the 10% club!Smiley LOL

7:00 PM 08/17 - Vancouver. Both webmail and POP email worked from late morning until about 6:30 PM. Now unable to connect to POP email or access webmail. Sigh .......................

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Can now get the login page..but can't go anywhere with it.  What does the message

"??? Idap.LDAP_ERROR ??? "  mean ?  I"ve had that once or twice before.

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If you are an old fart like me, you might remember a Telus 3 day email outage happening once before many years ago. At that time I was operating my own ISP service complete with email, so I could chuckle at the problem Telus was having. Now it's a different story, as I am totally dependent on Telus for my email, although I use a third party service to filter out the garbage. It is very obvious to most of us that the "90% back in service" number is out to lunch, and whatever bureaucrat thought that one up should be shot with a ball of his own BS.

It is my belief that the problem originates with user authentication. I use the POP3 server, and for about a week before the complete outage that server would occasionally return "internal server error" when I attempted to connect. It would usually only last a few hours, and I could always use Telus Webmail if I needed to read my messages. The outbound SMTP server always worked during these outages.

Like most large email suppliers, Telus probably uses a centralized authentication system. The fact that the Webmail server could authenticate and the POP3 server could not suggests that the difficulty was with the authentication system.

Another interesting fact is during most of this 3 day outage, I could still use the SMTP server for sending mail, although there were brief periods that I would get "421 mtlp000083 cmsmtp ESMTP server temporarily not available".

J.A. Coutts

Friendly Neighbour

To ease concern about missing emails, I have analyzed some of the data received now that we are back in action. I receive an email from my third party supplier every day listing all the spam that was blocked or held, and there is only one day missing (Aug 15, 16, 18 rec'd). Below is the header received information for those days. They are normally in reverse order, but I have put them in sequential order for easier reading. -Received: from relay20.pobox.com ([173.228.157.46]) by telus_ibsmtp with SMTP id y8k7hEz7Bshg8y8k9h75AP; Wed, 14 Aug 2019 23:56:13 -0600 -Received: from mtlp000082 (smtp-ob.email.telus.net [172.20.100.250]) by mtlp000060.email.telus.net (Postfix) with ESMTP id D1C5880130 for ; Wed, 14 Aug 2019 23:56:13 -0600 (MDT) -Received: from mtlp000060.email.telus.net (LHLO mtlp000060.email.telus.net) (172.20.100.160) by mtlp000030.email.telus.net with LMTP; Wed, 14 Aug 2019 23:56:13 -0600 (MDT) -Received: from relay21.pobox.com ([173.228.157.47]) by telus_ibsmtp with SMTP id yVaPhAu6m09c0yVbQh4M8M; Fri, 16 Aug 2019 00:22:58 -0600 -Received: from mtlp000082 (unknown [172.20.100.71]) by mtlp000050.email.telus.net (Postfix) with ESMTP id 0BCF628764 for ; Fri, 16 Aug 2019 03:05:37 -0600 (MDT) -Received: from mtlp000050.email.telus.net (LHLO mtlp000050.email.telus.net) (172.20.100.150) by mtlp000030.email.telus.net with LMTP; Fri, 16 Aug 2019 04:49:43 -0600 (MDT) -Received: from relay4.pobox.com ([64.147.108.62]) by telus_ibsmtp with SMTP id zEL9hh7qhBmtYzELAhpYYV; Sun, 18 Aug 2019 00:06:58 -0600 -Received: from mtlp000079 (unknown [172.20.100.70]) by mtlp000050.email.telus.net (Postfix) with ESMTP id 1BB002F119 for ; Sun, 18 Aug 2019 00:06:58 -0600 (MDT) -Received: from mtlp000050.email.telus.net (LHLO mtlp000050.email.telus.net) (172.20.100.150) by mtlp000030.email.telus.net with LMTP; Sun, 18 Aug 2019 00:06:58 -0600 (MDT) Inbound email is received by the SMTP server, and it was intermittently out of action for relatively brief periods of time. It would be nice if Telus could tell us what those outage times were, but that would be expecting too much. J.A. Coutts
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Friendly Neighbour

If messages have been lost, it is not necessarily all Telus's fault. The original Sendmail program anticipated that the receiving server might not be able to receive a message because of network issues. It would attempt to send a message for 5 days (default) before giving up and notifying the sender. I doubt there are many SMTP servers that do that today, but it does indicate that a good sending server will not just give up after a single attempt. How many servers can make that claim, and how many even bother to inform the sender that the message could not be sent? J.A. Coutts
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