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

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Willy1980
Resident

Its not a complimentary feature, its part of the package.  When they sell you internet service the price of the email is factored in.  Telus (or any other company for that matter) is not going to give you something for free.  If you offer a service then stand behind it and make it work in a timely manner.  One would thing that there should be a backup system in place that they should have been able to switch over to, until they fixed the original problem.  In the past email was considered best effort service, but in today's world that is no longer the case.  Times have changed and so should how the service gets implemented.  

Community Power User
Community Power User
In this instance, it appears a ‘backup’ would have required a complete, redundant system, run in parallel. An unlikely backup scenario.
NFtoBC
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BillTelusCust
Ambassador

That's right and this is why I use an email service which has exactly this type of scenario.  If the data center were knocked out of commission completely, it would be up in another data center in 20 minutes.  It isn't just backed up, it is replicated.

 

 

Wolfe444
Resident

1 month credit per day outage, nothing less, in my case 6 days, and that's not considering any of the still missing emails that never came through. 

echo
Good Samaritan

Hope I'm now posting this is the proper place (?)

 

Our email/webmail stopped working for approx. 10 days because of the "outage". It then was working for 6 days (to send/receive, minus any of the older messages & info stored within), then Thursday of this past week crashed once more. Thursday evening approx. 6 pm rec'd a call from a male (daftly didn't ask his name, although I'm certain he said it at the beginning) who said he was a Telus rep and was calling to advise our account would be receiving a $100 credit for the inconveniences on the October bill, plus from the 29th onward a $25.00 credit for every day it was not working thereafter. He didn't ask for any account info at all, only asked to speak to the person registered under the account (he had the name). NOW, again being without this service since Thurs, I rec'd a call Saturday from a female Telus rep who said she was calling to see how things were going, to which I replied not good, of course it's down again. She said she was from technical support and tried numerous times to reset (& have me reset) my Telus password, to no avail. Message of "invalid login" just keeps coming up. In any case I asked regarding if there are records kept of calls which Telus makes to its account holders & she said she'd have to pass the call onto the "customer care" dept. A snarly young man came onto the phone, whereby I asked the question of whether phone calls were noted or recorded when made from Telus employees, and was told "yes". I didn't say why I wanted this info, but he continued to dig for why I wanted to know this. Then after advising these 100/25 details, he stated, no there is no record of that call ever being made, and that what I've told him is seriously incorrect … we would be getting a 7.95 credit on our upcoming Sept. bill. Sorry this is so long; just want to know if anyone else experienced this call from Telus, which of course is still down.

Community Power User
Community Power User

Yes, Telus has been making outbound calls describing the compensation offered to still-disconnected customers. You should also receive a call offering details of how to receive a reset of your account, having completed a backup of your old emails, if using a mail client on your computer.

 

I’ll be finalizing the steps the next day or so for my account.

 

NFtoBC
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Spinner
Friendly Neighbour

Telus offered the following compensation for me:

 

- 1 month free Internet service for October

- $100 service credit to be applied to October 2019 bill

- $25/day service credit from Aug 29 through Sept 3 ($150) to be applied in October

 

Telus had been trying to call me for the past several days. I'm pretty satisfied with the compensation to be honest.