Webmail/Telus email is currently down.

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Connector

@A_Kron wrote:

An apology to our TELUS.net email customers -> https://forum.telus.com/t5/Neighbourhood-Blog/An-Apology-To-Our-TELUS-net-Email-Customers/ba-p/99078

 

A video apology that's basically read verbatim from what's been previously written on the Web site.  Hahaha.  Well, it's good for those of us who are illiterate I suppose and I do love a nice Aussie accent.

 

At least he said, "You have my word that our entire Telus leadership team will learn from this experience and ensure that we never put you in this situation again."  It brought a tear to my eye.  He looked VERY sincere.  They even went in for the close up a few times to make him look EXTRA sincere.


 

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Ambassador

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 !

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Connector

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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Advocate

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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Coach

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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Friendly Neighbour
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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Connector

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!

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Connector

@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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Resident

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.

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Connector

@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?

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Ambassador

@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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Connector

@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.

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Coach

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

Coach

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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Resident

Aug 18 02:12 Still no email, and certainly no SMS message explanation either.

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Resident

Not true.  Sympatico was BCTel / Telus.

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Ambassador

I now have a login page..BUT...says my name or password id incorrect.  Same ones I've had for the past few years.  Even tried to change password, but couldn't do that.  So I'm looking at this login teaser and wondering how many more days before it recognizes me ??

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Resident

Email working but only 5 emails in my inbox - scattered over the course of the 3 days.  I'm about to travel, so there were several important emails that are still AWOL.  Glad to have the server back up, but will this be fixed???

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Ambassador

Strange thing is..My name and password work just fine when I login to the Outage Update page...but not correct for Webmail...are there 2 of me ??

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Coach

Another 24 hours without service in Vancouver, making it three whole days. But we have telus' word that "the entire leadership team will learn from this experience". How reassuring! Platitudes don't replace incompetence. We don't need PR types talking to us. Where is the CEO of telus or the executive in charge of technology at this critical time? Heads had better roll over this unacceptable mess.

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Resident

My email appears to finally be working this morning, except that I know I am missing emails.  Are they going to appear in my inbox at some point in the near future?

 

Some sort of compensation seems fair, as this is the second time in a few months that my email has been down for a significant amount of time.  I have been a Telus customer for a very long time, so I know this hasn't been typical.  That said, it doesn't look good when I am having to advise my clients that "my email is down...again".

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Connector

Finally got into my webmail this morning in Kamloops but it only shows 1 message. My  account I forwarded telus emails to has 6 forwarded messages. I know there should be even more than that but if I had not forwarded, I wouldn't know the messages were missing.  Can see I lost a Kijiji sale though! 

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Rockstar

Any Emails sent to you from who ever would be bounced and remain on their mail platform as unable to deliver. They would have to resent now that you are able to see incoming email.

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Coach

@polecat wrote:

Any Emails sent to you from who ever would be bounced and remain on their mail platform as unable to deliver. They would have to resent now that you are able to see incoming email.


Yeah I figure part of the reason for the delay in getting everybody up and running with email was their subcontracted out techies trying to figure out how to make sure everyone got their emails from the down period.  After a certain point, they just said heck with it & started putting email accounts back online.

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Coach

As for compensation....all we’ll get is another scripted apology video spouting mumbo jumbo about we have all learned from this experience.

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Organizer

Thats not true, and how would I know who to contact to get them to resend? So I get an INterac that gets bounced.  How would I know?  Orr an email from cra? How would I know? 

 

 

Support first stated that emails will be received. That  information was wrong. And needs to be corrected, not just left out there. You are saying It is now possible that Some “delayed” emails may never be received.

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Ambassador

My email was working yesterday  (Saturday ), was able to send a receive emails and  all my saved email appeared to be on the telus servers.  This morning my email client is unable to login, so email for me is down again!

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Organizer

And why are they not coming in in the order they were sent to me? 

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Connector

Sunday morning now, Webmail, IMAP and SMTP all coming back. Got a bunch of emails late last night including replies on this forum. But none from Wednesday evening to Saturday evening inclusive. Counts as a full three day outage and loss. 😬

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Coach

@Tony1000 wrote:

Sunday morning now, Webmail, IMAP and SMTP all coming back. Got a bunch of emails late last night including replies on this forum. But none from Wednesday evening to Saturday evening inclusive. Counts as a full three day outage and loss. 😬


I figure I’m missing at least half a dozen Nigerian investment proposals.  I don’t want to even estimate the financial losses from those lost business opportunities.Smiley LOL