TELUS offering bill credits to those impacted by its 5-day outage

Aug 20 2019, 8:06 am

TELUS customers who have been experiencing email outages will be getting bill credits, according to the telecom giant.

The company has been plagued with email disruption since Thursday, August 15, and says the issue began when a “flawed repair procedure” in partnership with its vendor took their email system offline.

Tony Geheran, Chief Customer Officer, apologized for the “unacceptable service disruption” last week.

“We realize some customers are still unable to access their TELUS email accounts and we are working around the clock to ensure service is restored as quickly as possible,” Geheran said in a statement on Monday.

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“We are also doing everything we can to make this right and ensuring our customers are compensated for our failure to provide exceptional service. We are reaching out directly to all residential and small business customers that have been impacted or continue to be affected by the issue with details of their bill credits.”

TELUS said that customers still experiencing issues would be able to access their email through an internet browser until the issue is resolved.

“Email is incredibly personal and important, and the remaining customers that are still without service need and deserve a faster remedy,” said Geheran. “For that reason, we have enabled webmail service which will enable them to access email through an Internet browser while we work on a permanent fix.”

As of Tuesday morning, some customers continue to experience the email outage.

“Once again, we are incredibly sorry for this service disruption and we will be reaching out to all impacted customers in the coming days and weeks regarding compensation,” Geheran said.