Webmail/Telus email is currently down.

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Connector

My email seemed to be working Wednesday, but stopped working last night. I wasn't able to access webmail yesterday. Today I am able to access webmail, but Outlook keeps asking me to confirm my information for my telus.net account.

 

It's strange that service was restored, but is no longer working fully.

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Coach

I suspect that it might take a while for telus to iron out all the bugs in the new servers and provide stable uninterrupted service. As I posted earlier, it now takes a long time for messages to download, whereas previously it was virtually instantaneous unless there were large attachments. However, no such problem on sending messages.

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Advocate

@FrostyButters 

I went through the long online wait yesterday and spoke to telus, talked to three people in all. I tried to explain the POP3 server is throwing errors ( the one causing your outlook to to ask for your information). I got ridiculous suggestions like "delete all my cookies", remember we are not talking webmail but standalone email clients ! Not the support people's fault, most of them have not even heard of POP3 or SMTP. If email addresses could just follow us like telephone numbers do I'd drop telus completely in an instant.

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Coach

@MrE wrote:

If email addresses could just follow us like telephone numbers do I'd drop telus completely in an instant.


I don't doubt that a lot of people share this sentiment.

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Connector
Seeing "Mail server mail.telus.net responded: pop access not enabled for account" on one of three email addresses I have with Telus. The other two have been fine for a week or more.
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Connector
Looks like they're still working on it. Webmail has lots of old emails this morning including some dating back to July 26. Most of these have no content just "Missing Blob for item nnnnnn" and can't be deleted giving a "A network service error has occurred." error.
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Connector

Hi All, I have family email users on my Telus account who rely on a standalone email client (Windows Live Mail), and their friends have been phoning to express concern because email flow stopped around 3 weeks ago.  The unique thing about it is that the only recipients / contacts affected by the interruption are people who have accounts / email addresses with SHAW.  We are using webmail to bypass the problem temporarily.

 

I experienced the identical problem nearly a year ago and appreciated help troubleshooting on this forum.  For reasons that I still don't understand, the problem turned out to be a defective modem: we replaced the modem, and the Shaw incoming and outgoing emails started flowing again.

 

This last weekend (Sept. 1), I tried to phone Telus tech support to get help and was told that THIS TIME, the problem is NOT modem related, it is server related (associated with last month's big outage). Rather than replace the modem, I was urged to do nothing and live with the problem for a while longer with the expectation that email contact with Shaw clients would be restored shortly. Can the experts on this board confirm that this makes sense, or should I get on the phone again and request a new modem?  I am so annoyed over this that I want to smash something.

 

If this overlaps with previous discussion on this thread, then my apologies: please post a link to the relevant post/s and I'll try to do my own due diligence. Regards

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Community Power User
Community Power User

@MyrmidonThere was multiple server issue which resulted in restoring (from backups) customer email accounts. You must wait till the account is restored and be fully functional again. In the mean time use Telus webmail which should give your partial functionality. Or use an alternative email address other then Telus till the issue(s) are fully resolved.

 

All updates are here.


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Connector

Thanks. We received notice back on August 26 that "your historical emails and contacts should now be restored and are accessible in both webmail and all other email applications (including your smartphone and tablet applications)."  How that could affect NEW incoming and outgoing messages to Shaw addresses is a mystery to me, but if you say it's still work in progress, I guess I have to take your word for it.

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Ambassador

Me again!  All mail working great now..have my address book restored...one nagging problem. I can delete or move new emails, but have a good dozen or more old ones that just won't let me delete or move them.  Is this going to be a final result ?  Strange that I can delete new mail but not the old ones.  Just a minor glitch that's annoying...thankful for everything that has been restored.

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Community Power User
Community Power User
I would have to assume they’re not done fixing it all. Priority is obviously sending and receiving new mail first.

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Advocate

Email is still broken, this is not just a restoration problems.

 

How does someone get Telus to pay attention to ALL the problems with the email. For almost 2 weeks I wake up to (and find several other times durring the day) a requester stating ...

 

Server responded: -ERR system failure: unable to look up account during query 

... my logon info

LDPA error: unable to get connection; ldpa host:= An I/O error has occurred.

 

When I report this to telus they tell me unrelated things like clear my cookies! This is NOT WEB MAIL. The Telus server is clearly stating it is an internal error on there end.

 

IS ANYONE FROM TELUS READING THIS THREAD ? HOW DO I CONTACT SOMEONE WITH REAL KNOWLEDGE OF THE TELUS SYSTEM WILLING TO LISTEN !!!!

 

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Community Power User
Community Power User
Email is working for me, having gone through a process with a TELUS Tech to reset my account at their end and mine.
TELUS contacted me to initiate this process. If you need to call in, you will need to indicate they need to reset your account so you can use it with NAME mail client, and they should be able to address it.
NFtoBC
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Advocate

@NFtoBC 

 

 I  will make the suggestion of resetting the POP3 server as a short term fix for sure, the intermittent nature of this long standing problem suggest  a proper permanent solution is actually needed. As for resetting my specific account the error text

 

"Server responded: -ERR system failure: unable to look up account during query 

...

LDPA error: unable to get connection; ldpa host:= An I/O error has occurred."

 

shows a failure to get access to the LDPA  (Lightweight Directory Access Protocol) host to look up any account. This is independent of the mail client as the problem can be duplicated by simply telnetting into the server and trying to sign into the Telus POP3 host on port 110. 

 

@NFtoBC   if you are using a POP3 email client do you mind saying which one? Who at telus contacted you, are they contacting everyone

 

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Resident

Perhaps if you spent less money on your Advertising budget you could afford to run the servers properly. Being one of the BIG 3 providers in Canada, this does not look very good for you guys. None of the other competitors are running into these issues. I've just about had it with Telus as a whole. I'm ready to switch everything over. 

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Connector

Have to agree with NinaB, this is a massive disappointment and Telus is looking very much like an empty suit.

An equipment failure is not unheard of, even at this scale but to leave the subscribers hang in the wind, no access to factual information regarding what the solution consists of , the progress of this solution and no date offered for the restoration to normal service.

I believe scammers are taking advantage of this problem as well, took a call from a Quebec number earlier this week the gentleman claimed to be a telus rep confirming information regarding the account, this has gone past inconvenient I think, it is time to look at alternatives.

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Coach

I would like to know if others are experiencing the same thing that I am with pop.telus.net email. Since the "restoration", downloading of messages is extremely slow. In fact, today the downloading of a text message with no attachments actually timed out twice. I had to click on "Get Messages" a third time before the message was received. There doesn't seem to be any such problem sending messages, but that may be due to the fact that sending is via smtp and not pop3.

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Advocate

@ulysses 

 

Yes I experience problems with the Telus POP3 server ,including timeouts, several times each day.

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Coach

@MrE wrote:

@ulysses 

 

Yes I experience problems with the Telus POP3 server ,including timeouts, several times each day.


@MrE, thanks for the reply I expect that Telus has a way to go before everything is restored to the way it should be.

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Coach

It's hard to believe that things have gotten worse. I can't download messages from pop.telus.net and I can no longer access Telus webmail. It just hangs on the loading page.

 

It's long past time that Telus hired professionals who know what they are doing to fix these problems, regardless of the cost.

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Rockstar

Just a question are you using pop3 and imap on your mail service at the same time. Not supposed to do that may work for  some time but will cause lots of problems down the road. All devices either on imap or pop3 no mixing.  Caused a big mess for me 2 years ago. Google it and get all the answers. Polecat

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Coach

@polecat wrote:

Just a question are you using pop3 and imap on your mail service at the same time. Not supposed to do that may work for  some time but will cause lots of problems down the road. All devices either on imap or pop3 no mixing.  Caused a big mess for me 2 years ago. Google it and get all the answers. Polecat


I have no reason to doubt your experience, but I haven't had any such problem with the combination in well over ten years.

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Coach

Update, Vancouver, Sept. 7, 3:32pm

 

I am happy to report that both pop.telus.net and telus webmail are up.again Hopefully, there will be no more outages for a while. However, recent history has taught me not to hold my breath. Smiley Happy

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Advocate

Here we go again, Telus pop3 server keeps responding 

 

-ERR internal server error

 

every time I try to retrieve mail.  And of course ...

 

"No chat agents are currently available, please call 1-844-372-8559 for help."

 

And wait, and wait ...  

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Coach

@polecat wrote:

Just a question are you using pop3 and imap on your mail service at the same time. Not supposed to do that may work for  some time but will cause lots of problems down the road. All devices either on imap or pop3 no mixing.  Caused a big mess for me 2 years ago. Google it and get all the answers. Polecat


@polecat, please accept my apology as I misunderstood your post earlier. I understand now what you mean regarding devices using the same protocol.

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Rockstar
Spoiler

Yes having 2 devices  2 on imap and 1 on pop3 is not really a good idea from what i have learned myself. If you google it some say yes most say no. When you open mail in pop it is now on your device and the other devices cannot access that mail. Myself i save or print  any emails that are necessary the rest are deleted daily. There are conflicts between some free email accounts and IMAP and in my case windows live mail because it was on pop3. The more complicated you make mail setup the more that can go haywire. Pop3 is an old email program and i think some new windows platforms are tricky to set  up properly by an average user like me. IMAP works perfect for our needs with Gmail as a backup. Polecat

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Advocate

@polecat 

 

I know you are trying to help but scaring people about POP3 is may not be helpful. Setting up POP3 should only takes only one or two minutes even for a novice user.

There is no problem having both POP3 and IMAP on the same device. The confusion happens when you use them both on the SAME EMAIL ACCOUNT. Even then it is not causing problems but can be confusing about what happens when you do it. POP3 removes the Emails from your server (telus) and puts them on your device. IMAP leaves the email on the server (telus) and only has subject lines and/or temporary copies on your device. After this fiasco I think everyone should now understand why it is much preferable to keep your emails on your own device rather than trust Telus to store them and let you access them when you need. 

IMHO anyone using Email for business or other important matters should use POP3 for primary email service and then auto forwarding (with filtering if you know how) to send a copy to an IMAP account if you want access from several devices. Then even when telus goes down you can access any emails you have already received. I understand this might not be convenient for everyone but takes back some control from Big Brother.

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Rockstar

Not scaring anyone just related my experience with the pop and map. They can do what ever they want. Good luck. Polecat

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Coach

@MrEand @polecat 

 

I think that people who read both of your posts will come away better informed on this issue.

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Connector

I've got two devices accessing the same POP3 account, a fixed device via port 110 (no encryption) and the other a mobile device via port 995 (SSL). The former still works but the latter started getting an invalid SSL certificate error on the mobile device today. The certificate reportedly expired 2019-09-09 12:30:43 PDT. Is anyone else seeing this? Both devices are operating on the same Telus PureFibre connection and have been working fine for the last couple of weeks. I realize Telus has always found it inordinately difficult to properly configure and manage any sort of server, but surely they wouldn't mismanage their SSL certificates too. Oh, what am I saying? Smiley Frustrated