Email service Telus.net has been down since Thursday, Aug. 15, 2019. (Telus)

UPDATE: Telus to issue bill credits to email service customers affected by outage

Telus.net has been down since Aug. 15

Telus is issuing bill credits to all the customers affected by its email service outage, the company said in a statement Monday afternoon.

The move comes as Telus.net remains down for the fifth day, and angry Telus customers continue to vent their feelings online

The email service went down on Thursday morning. In a statement sent out Monday, Telus said a “hardware repair procedure” caused the outage.

Users on social media weren’t happy with the delays.

“This temporary access is obviously a dud. Not working for any of us. And no, we cannot reset the password because the confirmation requirement goes to our Telus email. Good God, what a mess!” Elizabeth MacIsaac wrote.

“Finally got to login, but all my previous emails are gone and I only have emails from within the past 12 hours. Not since Thursday when the whole thing shut down. Where are they?” asked Twitter user Kyra.

The company said technicians were working night and day to fix the issue and were bringing in webmail on “new servers” so that customers could still send, receive and forward emails. Some users have said the workaround is not working for them.

Allowing customers access to their usual apps, Telus said, risked losing emails and contact information.

Chief customer officer Tony Geheran said he felt “sick” about the situation, but that workers “cannot be hasty, because the last thing we want to do is lose or compromise someone’s precious information.”

“We let our customers down, and this is not the level of service they expect or deserve from us. Our commitment to putting our customers first means we must do everything in our power to regain their trust, and this is an important step in doing so,” said Geheran. “Our top priorities remain to fully resolve the disruption for those restricted to webmail, make this right for affected customers, and ensure this never happens again.”

Telus said they will contact residential and small business customers with details on the bill credits within 48 hours.

ALSO READ: Vancouver man arrested after pregnant woman’s SUV stolen, then crashed


@katslepian

katya.slepian@bpdigital.ca

Like us on Facebook and follow us on Twitter.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

B.C. prepares back-to-school plan for students in COVID-19

Districts will be refining preparations up to Sept. 8

New cannabis shop does well in first weeks

Clearwater’s first cannabis shop, the Interior Cannabis Company, is doing well in its first few weeks of operation.

Clearwater Hockey School cancelled

The District of Clearwater has decided not to run the Clearwater Hockey… Continue reading

Early policing in the North Thompson

By Nelson Hindle The following is an excerpt from Upper North Thompson… Continue reading

QUIZ: How much do you know about British Columbia?

On this B.C. Day long weekend, put your knowledge of our province to the test

B.C. records 30-50 new COVID-19 cases a day over weekend, no new deaths

Many of those testing positive were identified by contact tracing for being linked to other confirmed infections

Ottawa sets minimum unemployment rate at 13.1% for EI calculation

Statistics Canada says the unemployment rate was 10.9 per cent in July

$45K in donations received after couple’s sudden death in Tulameen

Sarah MacDermid, 31, and Casey Bussiere, 37, died August long weekend

Famous Yukon-based bhangra dancer brings movements of joy to Long Beach

Internet-famous dancer is exploring Vancouver Island, visiting the B.C. Legislature and more

Battle of Fairy Creek: blockade launched to save Vancouver Island old-growth

‘Forest Defenders’ occupy road to prevent logging company from reaching Port Renfrew-area watershed

COVID-19 could mean curtains for film and TV extras

Background performers worry they’re being replaced by mannequins on film and TV sets

Laid-off B.C. hotel workers begin hunger strike demanding job protection

Laid-off workers not sure what they’ll do when government support programs end

‘Huckleberry’ the bear killed after B.C. residents admit to leaving garbage out for videos

North Shore Black Bear Society said it was local residents who created a ‘death sentence’ for bear

Researchers find cannabis use in pregnancy linked to greater risk of autism

Researchers caution findings only show association — not cause and effect

Most Read