A service outage of Telus webmail left customers venting their frustration online as the company assured them they were working “around the clock” to fix the issue.
The Twitter hashtag #telusfail was trending on Saturday, with several users on the platform complaining that they had been without email service for days.
“Going into day 3 without email services – seriously?!” wrote one user. “What are you doing to fix my email?” wrote another. “How are you going to compensate me, my company and my clients?”
The issues seemed to primarily affect users in the Lower Mainland and on Vancouver Island, with several emails and messages to CHEK News complaining of the service outage.
#telusfail Going into day 3 without email services – seriously?!Sporadic and inaccurate updates do not alleviate the stress of trying to maintain my business. I’m sure I’m not the only one, but sourcing a new provider begins today. #notahappycustomer @TELUSsupport
— Cheryl Dixon Tkachyk (@cheryl_days) August 17, 2019
In an emailed statement, Telus Chief Customer Officer Tony Geheran described the situation as “fluid.” “We are doing everything we can to stabilize all servers as we bring our final customers back online,” said Geheran.
“Unfortunately, the issues with the remaining servers are very complex, which is why this is taking much longer than we would like. We know that our customers are frustrated, and we are incredibly sorry.”
A tweet from @TELUSSupport, an official customer support account for Telus, said that “More than 90% of customers are now able to access their email.”
“Technicians continue to work around the clock to troubleshoot a few servers that are affecting less than 10% of customers. We are very sorry and will keep you posted.”