Webmail/Telus email is currently down.

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Ambassador

Same here certificate error. Wait and see i guess. POLECAT

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Connector

I haven't been able to download POP3 on my desktop since Aug. 15 (now Sept. 9). It currently says

"Downloading Messages 4,520 of 20,687"!!!   

 

New problem today on desktop, laptop and iPhone:  security certificates for Telus have expired and this affects IMAP and webmail and webmail2.

 

On desktop and laptop and iPhone when trying webmail and webmail2:  

Your connection is not private

Attackers might be trying to steal your information from webmail.telus.net (for example, passwords, messages, or credit cards).

 

On desktop and laptop and iPhone when trying IMAP:

Mail cannot verify the identity of the server of "imap.telus.net":  The certificate for this server is invalid.  You might be connecting to a server that is pretending to be "imap.telus.net" which could put your confidential information at risk.

 

Anybody else have this certificate problem today?

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Friendly Neighbour

I'm getting this on webmail. telus. net:

Your connection is not private

Attackers might be trying to steal your information from webmail. telus. net (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_DATE_INVALID
 
Also my telus. net email account which is usually accessed without issue thru Thunderbird is repeatedly bringing up a popup windows in the last couple of hours about creating a security exception saying a certificate has expired for imap.telus.net:993 as of today. Couldn't find a new server setting on the Telus site to fix it if that's the problem.
So no email access again and no idea how to fix the eternal popup issue either. Very frustrating.
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Resident

I have gotten that pop-up too, starting this afternoon! Mine was for imap.telus.net:143. Tried to change it (according to an old post on this forum from last year) to 993, using my phone as I cannot access the settings on my desktop. Stupid pop-up won't go away! I hung on the Telus customer service line for 40 minutes and then found this site and see that I am not alone (yay!), so will wait to see what happens, I guess. 

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Resident

I cannot even close Thunderbird at all with that stupid popup... Telus sent me a Welcome to the Neighbourhood email, though! Hmmm...Smiley LOL

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Friendly Neighbour

The webmail. telus. net website no longer has the 'danger Will Robinson' message on it so I am able to log in to my email that way at least.

As for the eternal popup issue, I also tried changing the port number but for the outgoing messages - from 587 to 465 - which did nothing to solve the problem so rather than clicking the cancel button on the popup window forever (you have to click cancel on it numerous times to get it to close and even then it's temporary and will come back again to haunt you) I clicked the other button to the left of the cancel button on the popup to create or accept the certificate exception and the popup is now gone. Hurray and good riddance. I assume that if the certificate did indeed expire today then Telus would be issuing an update to the server settings for IMAP and POP soon but in the meantime having Thunderbird popup free and able to access my email again is what I have for now. 🙂

And with the popup gone my emails are coming thru to my telus. net email address again. Double hurray!

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Advocate

The certificate error seems to be wide spread. A friend in winnipeg is having the same problem.  Her comment "Glad I have Gmail to use".

 

Interesting to note although the problem has been going on for hours the Telus outage page does not mention it. They claim the  only outage for today is Edson AB. I guess Telus is just part of the "Fake News" conspiracy. 😉

 

 

 

 

 

 

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Friendly Neighbour

The certificate that expired today apparently was in effect from Sept 9 2014 (based on the info I remember from the popup about it) so you'd think that in those five years there would be a new one ready to go ahead of time, the info posted online for users to apply to their accounts instead of surprise popups and no support for dealing with them. Makes no sense to me.

I emailed Telus to ask if the server settings had changed since there is no new information on the website in the section walking customers thru how to set up their email accounts on various email clients (thunderbird is not listed there but the settings appear to be the same for each other email client that is listed). Until then I have to assume that allowing the expired certificate to be an exception on Thunderbird is okay with no other info to go on.

If anyone does see updates to the server settings for IMAP email that are effective today, could you post them here please? Thanks.  If I get any useful info from Telus if and when they email me back I'll post it here.

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Connector

I get the expired certificate error too that I hope they will renew or update: it's becoming worse everyday!

Yesterday I just complained about the bonus I didn't receive on my bill...Woman Sad

 

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Connector

Alrighty then, my question is answered. Telus has very definitely grossly mismanaged even the most trivial of task of keeping their SSL certificates up to date. This cannot be blamed on equipment failure. Today is the one month anniversary of when the Telus email disaster began and as of yesterday it still wasn't cleaned up for too many Telus customers. As of today, well, the problem is worse. The incompetence Telus has displayed so far is absolutely staggering. I realize that job loss is a severe penalty, but it is painfully obvious that Telus needs to replace more than a few staff, especially amongst management.

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TELUS Employee
TELUS Employee

Hi, this matter should be now resolved. If it's still no working, please try to power your device off/on for 10 seconds. 

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Advocate

@ET 

 Thanks, yes the certificate problem seems to be gone. Do you know if there anyone looking into the long standing intermittent problems from the POP3 server?

(failed logon, unable to reach LAPD server, timeout  etc. ?)

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TELUS Employee
TELUS Employee

We sure are looking to fix matter. Our teams have been working really hard to fix emails since it started. We really hope this will be fully resolved soon. 

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Connector

It's not fixed. I am still receiving expired certificate popup warning. I'm using eM Client for email. I tried your turn off/on 10 seconds suggestion. Help?

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Helpful Neighbour
Last week after 35 minutes of failure to correct the rep tells me to wait 2 more days for a tech to call....it has been 5. Now on the search for new provider for phone, internet and cable.

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Coach

@ET wrote:

We sure are looking to fix matter. Our teams have been working really hard to fix emails since it started. We really hope this will be fully resolved soon. 


Given the sorry and lengthy history of this outage, the above sounds far more like wishful thinking than reality.

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TELUS Employee
TELUS Employee

Hi @Susieb56 , I'm sorry to hear that you're looking to change carriers. Let me know if there's anything I can help out with? Feel free to send me a private message is required. 

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TELUS Employee
TELUS Employee

Hi @Susieb56 , I'm sorry to hear that you're looking to change carriers. Let me know if there's anything I can help out with? Feel free to send me a private message is required. 

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Helpful Neighbour
I just would like it fixed. We are getting so tired of waiting for a resolution to the problem.

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Neighbour

My e-mail just started working a couple of days ago. However, it is very slow. Will this issue be addressed?

 

Also, my webmail is still not working properly: i.e. Lots of error messages when I click on a folder or a message, messages that would normally go to my Inbox are in Junk and the message that I had left in my inbox regarding 1 month free service due to the outage has disappeared. 

 

Now almost 1 month since the outage started [Aug 15th]. What is the expected time that all issues will be resolved?

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Resident

It is NOT resolved.

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Resident

I fixed the security certificate problem on my computers by changing Connection Security in Thunderbird from STARTTLS to SSL/TLS. Hope this helps someone.

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Connector

email working again. Certificate popup gone.

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Advocate

Yet again this morning the POP3 server continues to respond "Internal server error to every 5th or 6th login attempt. Obviously Telus does not care. They promised me a call back from tech support on the issue early this morning. Guess what... no call.

 

Does Shaw have any good deals for internet and email these days?

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TELUS Employee
TELUS Employee

Hi @MrE Have you seen the private message I have sent your way? 

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Coach

I'm baffled about this.  I see people talking about leaving Telus for Shaw, etc.  What makes you think that your ISP is going to get better with regards to email?  I have had more issues with Shaw mail than I've ever had with Telus mail, even with the major screwup they just did.  Years ago, the most important lesson that I learned, was to NEVER trust the ISP email services.  Always use a 3rd party for your main email and just forward your ISP mail to those accounts.  Use gmail, yahoo, hotmail, livemail, etc.  Or if you are more security minded, then use Protonmail, Countermail, hushmail, etc, as your primary email address and skip the ISP mail servers altogether.  Let the ISP provide internet access, and don't use the substandard services that come along with it.

 

I can assure you that a dedicated email provider does just that and focuses on making that experience "dial tone" and dead reliable.

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Connector

Oooops-expired cerificate problem is back again today. Problem started Monday afternoon, then was fixed by Eednesday afternoon, and now back again. Come on Telus 😞

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Connector

So now approaching a month into this situation, our telus.net email account is STILL not operational. I've given up on accessing through Outlook for the time being. Using the recommended direct web brower webmail approach is VERY slow and sporadic, and most attempts to do anything result in a variety of server timeout or cryptic Java error messages. The error messages have an option to send the error report to telus, which I do. Not apparent that this does any good.

 

We got a telus email a week ago saying that the recovery was complete for our account, but in reality the problems persist. Calls to tech support are of little help, but at least have been able to confirm as of Tuesday pm saying that the ongoing webmail problems are known and still being worked on, and NOT a problem on our end. On the occasions that I am able to connect in some manner webmail, I see a new Recovery2019 folder in my folder list. No mention of this folder or what's in it on the telus pages and forums, and a phone tech support agent was pretty vague about what it was and what was in it. Seems to have some but not all historical emails.

 

The expired certificate problem Tuesday was a totally independent (and highly avoidable problem), and was quickly fixed by telus. But unfortunately the various online telus outage updates are so vague and nebulous to be of no value. Yes a problem was fixed, but since this problem was a red herring and had nothing to do with the underlying ongoing email account corruption debacle, the updates should have been much clearer about this. The webmail problems are ongoing for at least some clients, and the only way for a user to determine this is to log in day after day, and bang your head against the wall.

 

Telus advises that our account is one of the less than 1% of their clients who are still affected. Small comfort indeed! I have no reason to give that number any credence. And there has been no communications about any compensation despite the public statements to the contrary.

 

All those years of Telus spend and focus on superior customer support and service, and which had real traction, are now out the window. No doubt this debacle will be a case study for various courses on IT infrastructure, customer service, risk and crisis management.   

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Connector

@ Alberta Customer,  Excellent summary, and I agree with your concluding paragraph.

I'm in Red Deer and we have been functional in send and receive for 3 weeks but there still glitches and error messages, can't seem to empty the spam folder in telus online webmail, seems that unwanted items in inbox have to be deleted twice to make them go away. Outlook, which we normally use, opens and functions but for 3 weeks it shows scrolling through 40 or so items then shows a send/receive error and the dialogue box that appears says POP3 internal server error and has responded with: ERR No such blob, then lists a mailbox number, an item number and change number. The numbers don't seem to change, always the same item number.

It would be helpful if telus could post a tutorial on here to help with resetting outlook and other client systems and what numbers and information will be needed without having to go through the call in tech support, I suspect they are a bit busy. 

Anyone on here familiar with this process and will to share some advice??? I have tried using the Outlook setup wizard but have had no success so far.

 

Connector

Further to my previous note, my advice to people (like me) with problems still remaining with their emails:

 

1) call Telus internet tech support, and have them confirm that your specific email address is among the group still with known problems.

 

2) if your email is NOT in the known problem group, then perhaps it is worth trying to get Outlook or your other email package to work with and synch with Telus. But FIRST see if you can get Telus Webmail to work ok (responsive, no error messages, you can delete emails, etc). If you can't even get Webmail to work ok, then IMHO don't waste your time trying to rebuild or reset Outlook or whatever. Problems with Webmail mean that your email info within Telus is still screwed up, and you need to get back to Tech support and let them know that your email is still screwed up (despite their info to you saying it's corrected), and your evidence is that Webmail doesn't work.

 

3) if your email IS in the problem group known to Telus, and still not fixed, tech support has told me that while their recovery efforts are ongoing, even Webmail will NOT work correctly most of the time. Excruciatingly slow, you may or may not even be able to log in, incoming emails may show up many hours after they were sent to you, you might be able to delete individual emails but not a group of more than 2-3, you will get a weird error when you try to empty the Trash folder, and so on. If this is still the situation, do the best you can via the buggy Webmail, but don't waste your time further by trying to rebuild or reset Outlook or whatever email package you may be using. You have little choice but to limp along as best you can until this is fixed.

 

4) Only once Webmail is working properly, only THEN is it worth spending time to get access via Outlook (or whatever) checked out and working.

 

This is all my conjecture, and YMMV. But it's the sort of more useful and detailed guidance that Telus should be providing clients, rather than the "we are working real hard" and the problems "should be fixed real soon" platitudes that we have been hearing week after week.

 

Given how long this has gone on, I'm a bit puzzled at the lack of media followup on the initial stories from the initial event in mid-August.

 

Thursday 10 am and I've just tried 3 times to log into Webmail without success. 10 minutes later and the Webmail  page still just shows " loading ..." .