Telus’ chief customer officer said the company will be providing bill credits to all active telus.net customers who have been affected by the days-long email outage.
Chief Customer Officer Tony Geheran said Telus will be contacting residential and small business customers directly with details of their bill credits within the next 48 hours. Restored customers will see the email in their TELUS.net inbox and customers without full functionality will receive an email in their TELUS webmail account. Customers will also be contacted by SMS when possible.
Telus did not disclose how much the credits would be.
“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,” Geheran said in a statement. “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 has said the outage happened when the company’s data storage cloud service provider, Dell EMC, was repairing failed equipment last Thursday morning and accidentally took telus.net offline. The outage affected customers in B.C. and Alberta. While some customers were able to access their email on Saturday, the service was on and off for other customers.
Technicians are still working to restore email to the remaining users who are still affected by the outage. The company said data is being moved to “new, stble email servers.”
“We recognize the importance of the personal data, contacts, and email contained on those accounts, and want our customers to know this will take time, but in the interim, these customers can use webmail access through a browser to send and receive new emails and set up email forwarding,” a release from Telus read
“We continue to be incredibly sorry for this disruption and the significant inconvenience our customers have endured, and are committed to taking steps to make this right for our customers.
With files from CBC