What compensation for email outage will keep you as a Telus customer?

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Connector

Having an email outage of more than a few hours is simply inexcusable in this day and age. While I appear to be getting new emails, I know for a fact that there are emails from at least August 16th and 17th that have not arrived. And the biggest problem with not getting emails is that you don't know you didn't get them unless the sender tells you (which they can't do via email!) or they eventually show up.

 

I have internet, Optik tv, home phone, and three mobility accounts with Telus. I will be moving in the next couple of months or I would do it today but Telus will be losing out on close to $500 per month of revenue from just me. How many others will there be? Don't forget, this exact thing happened back in May and they appear to have done nothing to address the root of the problem.

 

So here is my honest answer to my question: I would only be satisfied with a minimum of 2 months credit for my internet service which is $85 x 2 = $170.

 

What about you?

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Resident

I have not been able to send or receive emails since August 9 - 10 days!  I agree this is inexcusable.  I highly doubt that there is anything that Telus could offer that could keep me as a customer.

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Ambassador

I may be in the minority here but over the last several years all of Telus services were rock solid.  This was one time something went wrong and I personally will be OK if they didn't offer any compensation.  Things do happen.  Data breach is a much more serious thing than this outage.

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Guardian

@khollett wrote:

I have not been able to send or receive emails since August 9 - 10 days!  I agree this is inexcusable.  I highly doubt that there is anything that Telus could offer that could keep me as a customer.


The outage started on August 15. If your email wasn't working since August 9 then the issue is not related to the outage.

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Friendly Neighbour

As of today (August 16), TELUS is offering $20 rebate on next bill (volunteered, not asked for). That's $4 a day (and decreasing every 24 hours that this problem exists). I turned down the offer and said I didn't want to see it on my bill. It's an insult. A 3 month rebate on full monthly Internet charge would be appropriate considering the length of this outage (which is not the first).

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Rockstar

All providers have problems of some sort at times . The  $ to change providers brings up the question. THE DEVIL YOU GOT OR THE DEVIL YOU GET ? It never ends.

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Connector

I use aliases from my own domain to my Telus email accounts so switching providers is dead simple for me. I can always come back in two years and get a free tv. Or they can give me a credit more significant than $20 for two lengthy email outages (May and August).

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Ambassador

I would love to find out how many customers demanding compensation for their email disruption actually pay for the email as a standalone service and don't just receive it as the complimentary feature/addon that it is. The vocal majority of people who are demanding compensation seem to be those who run a business from home but do not pay for business products and the guarantees for service restoral and lost revenue those provide. Telus webmail is a free addon of residential internet. There was no loss in internet service.

 

I feel for the people who have been impacted by this outage and yes, the response and fix from Telus was sub-par for sure. That being said, demanding compensations with threats to cancel all services is definitely overreacting in my book.

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Connector

I left Shaw about 8 years ago because their PVR offering had what some called "minor" bugs and got a free TV for my "trouble". Was I only supposed to switch TV providers?

 

By the way, how does one get the title "Ambassador" anyway? Because my impression is that those with that title sound more like PR employees than customers.

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Neighbour

@Chicnstu wrote:

I would love to find out how many customers demanding compensation for their email disruption actually pay for the email as a standalone service and don't just receive it as the complimentary feature/addon that it is. The vocal majority of people who are demanding compensation seem to be those who run a business from home but do not pay for business products and the guarantees for service restoral and lost revenue those provide. Telus webmail is a free addon of residential internet. There was no loss in internet service.

 

I feel for the people who have been impacted by this outage and yes, the response and fix from Telus was sub-par for sure. That being said, demanding compensations with threats to cancel all services is definitely overreacting in my book.


Internet service includes e-mail service. It is part of the internet service that we pay for. Would you pay full price for a half service...I don't think so.

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Helpful Neighbour

Asked for and received 2 months of compensation.

 

If and when this is resolved, I will ask for a month of free service for every day the email service has been down.

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Helpful Neighbour

What the heck are you talking about?

 

Telus.net email accounts sold as part of the Internet service, not some freebie add-on you incorrectly describe. This is no different than if the Telus DSL modem fails or if the fiber optic cable is cut.

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Connector

@xray: Telus claims the outage began on the 15th, so you simply take their word for it? @khollett is correct. For some customers the outage started around the 9th. That was when I first got calls from Telus customers with email outages. I wasted too much time diagnosing their email problems only to find that it was Telus email servers failing. Consider yourself fortunate that you were not among those who lost email service for 10 days, but don't be fooled by Telus lies.

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Guardian
The current outage was reported by several sources as being caused by Dell EMC accidentally taking Telus.net offline on August 15. When that is corrected whatever was the cause of khollett's email issues starting August 9 will likely still be there. The two are unrelated.
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Connector

I haven't received any kind of offer, I know that some email. is missing so probably some I don't know about. A major outage like this needs more than apologies, One month rebate at minimum.

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Connector

@xray: Where do you suppose those "several sources" got their information from? Assertions do not become true merely by multiple sources repeating Telus claims. The customers I was trying to help at about the same time @khollett was first experiencing email problems had their service returning in the same way at the same time as the rest of us (i.e. up and down, partially working, fully working, failing again, and eventually stabilizing, more or less, we hope). Are you surprised that the Telus PR machine would understate the severity and duration of problems? Telus is desperately trying to pacify angry customers and admitting to the full extent of the problem won't help that.

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Helpful Neighbour

@Gilgamesh wrote:

I haven't received any kind of offer, I know that some email. is missing so probably some I don't know about. A major outage like this needs more than apologies, One month rebate at minimum.


 

Make sure you put in support emails/tickets or phone Telus during this outage. When it comes time to discussing compensation with a Telus rep, you'll want to have several records indicating that your email service remains out.

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Resident

Depends how much longer before full service is restored. Each day it isn't, my price goes up.g

 

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Resident

I just got an offer of a $10 refund with some other offers as a bonus (none of which I want). So I've seen $20 offers and various months for free offers. What is the deal here? $10 is just embarrassing. I have had various problems with Telus over the years which makes me wonder at their competency as an internet provider. The email problem is something which never should have happened and to offer your customers a pittance as compensation makes me think their management is totally incompetent. Time to look at other options. I would be curious to see how much business Telus loses over this debacle.

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Connector

I see that Shaw has been taking full advantage of this.

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Friendly Neighbour

Further to the threads regarding this topic I think the offer of $10.00 off your next bill plus some free movies is pretty lame.

Perhaps for the average user just emailing friends etc this might suffice. But for a lot of customers like myself running a home based business an email outage can have significant implications. I'm still not sure what has been lost or if any of my customers have emailed me and I haven't received the email.

The only way to know is for me to be proactive and email clients to notify them I may not have received their email.  I have Telus internet, cel and TV costing about $280 per month. Due the math with 13 plus  million subscribers and annual revenue of 14 billion plus some of the highest cel phone TV and internet costs in the world a $10.00 offer falls who fully short. 

The large tel coms in Canada have a monopoly in this country mainly from regulations from the CRTC. Its time for change.

My feeling on this is one moth totally free services for TV and internet if offered would install some confidence in Telus that they do the right thing for their customers. If I have to call, complain and ask for that that wouldn't instill my confidence back as my ISP. 

 

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Connector

@Spinner wrote:

Asked for and received 2 months of compensation.

 

If and when this is resolved, I will ask for a month of free service for every day the email service has been down.


If this is true, it makes me think Telus is hoping we'll all pull a "Kramer" and accept free coffee for a year.

 

I'm still waiting for emails that I know for a fact were sent on August 16th and 17th and I have only just in the last couple of hours gotten the one from the 16th. It's the ones I don't know about that concern me.

Resident

I totally agree 2 months of free internet $85 x 2=$170.00

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Helpful Neighbour
I received a text message yesterday.

“Message From TELUS: We are very sorry you are still unable to access your TELUS email. Effective immediately, we are going to help make this right by giving you one month of Internet service for free, that will be automatically applied on your upcoming bill. Depending on your bill date, the free month may appear on your next bill. Visit https://telus.com/emailoutage for more information.”

TELUS is already offering 1 month free service. Asking for 2 or more months free service is completely valid. If you accept 1 month, that’s like buying a car at MSRP.

At this point, email has been down for an entire 7 days. When you talk with a Telus rep, use an example they would understand. For example, some people use email to receive notice of auxiliary/on-call work. Can you imagine how they’ve been negatively impacted?
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Neighbour
A week now with no email. What other internet providers, other than shaw are there? Unlimited internet on higher packages would keep me, and it would cost telus almost nothing.
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Coach

I agree that the offer of $10 off your next bill isn't meaningful compensation, especially considering this is the second time in 3 months customers are inconvenienced by an extended outage. I feel for business customers. I also find it troubling that some people are apparently being compensated differently than others - $10, $20, a month of free service? I don't think it's unreasonable to offer business customers a bit more compensation, but give all business customers the same credit, and give all residential customers the same credit. To do otherwise is not a good policy. 

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Resident

So many people will "jump ship" because they can't believe that this happened to them and want to go to another provider.  Other providers have their fare share of outages as well.  But these people do this because they have no loyalty and simply want to get as much for free as they can.  They'll get their free TV or discounts for joining the other provider, and then after 90 days they'll jump back to Telus or use a different name to avoid being caught at their game, just to get another promotion.

 

Some want 2 months credit based on the Internet charge for this outage, but don't consider that their Internet was not out.  If they had a second email account such as a Gmail account - like most other people have for second level security - they could have weathered this outage.

 

Yes it was an outage, but if you take the time to call in (yes, it will take time) and talk calmly to the front line agent at Telus, they will do their best for you.  Remember, the majority of those employees are likely in the same circumstance as you are, so don't jump all over them because you think you're the only important one out there.

 

When you get the CCO posting on social media to apologize, you can bet Telus cares, and they want to make it right for their customers.

 

Give Telus the same chance as you would like to have, when (not if) you make a mistake.

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Rockstar

As an internet provider, I expect them to provide robust connectivity to the internet.  I expect proper service and to have the speeds as advertised.

 

Although I agree that the email outage is really quite outrageous, in my world, I don't use an ISP as an email provider and have not done so for decades.

 

In answer to your question, if something like this happened to their internet connectivity, that would be it - but the email outage would be a non issue. I do feel for those affected, but it is quite simply not a consideration as far as I'm concerned.  The only Telus internet I'm associated with, although business DSL, is pretty robust and steady.  The problems have been very minimal over the years.

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Rockstar

It is offered but not on the list of ISP services I need or use, so it is truly a non-issue.

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Ambassador

Please remember to be polite to the phone agent on the other end if you are discussing compensation for this outage. I worked in a call centre many years ago and I remember when we would have big outages that impacted customers like this. If you call in and are nice and polite, most agents will be very willing to work with you and will offer compensation as much as they are allowed to at their level. If you feel it's not enough, ask to speak to an escalations manager. If you come in guns blazing with threats of cancellations and yell at the agent just because they are "the voice of Telus", it's very easy to immediately stop caring to help you and do the bare minimum to get them off the phone. The people on the other end are humans too.