Home / Headline / Telus email is down for certain customers — it may be back in the morning

Telus email is down for certain customers — it may be back in the morning

August 16, 201912:28 am
Updated:August 16, 20191:37 am
By Jesse Ferreras Online Journalist Global News

People are silhouetted at the telecom company's annual general meeting in Vancouver on May 8, 2014. Telus is the latest Canadian wireless provider to offer unlimited amounts of data for a fixed monthly price, another indication that the industry is changing how it does business. ;

People are silhouetted at the telecom company's annual general meeting in Vancouver on May 8, 2014. Telus is the latest Canadian wireless provider to offer unlimited amounts of data for a fixed monthly price, another indication that the industry is changing how it does business.

THE CANADIAN PRESS/Darryl Dyck

Some Telus customers found themselves unable to use their Telus.net accounts amid an outage that happened on Thursday.

The outage had been taking place since the morning — the company tweeted about it just after 5 p.m. PT.

Telus later tweeted that service could return by the following morning.

Some https://t.co/SpU2O3CC4T customers are unable to access email svcs due to hardware issues at a TELUS facility, which our technicians are working very hard to resolve. We anticipate full restoration by the AM though some may be restored sooner. More @ https://t.co/fx8BL4blpi. https://t.co/7BZ8xIcgA6

— TELUS Support (@TELUSsupport) August 16, 2019

In an updated statement, Telus said the outage was due to a hardware issue at one of its facilities.

Again, the company said customers can expect a “full restoration by the morning.”

WATCH:From the archives — Telus no longer naming BC Place

Customers were “unable to access, send, or receive email” through those accounts, said a company statement sent to Global News.

“Our technicians are working extremely hard to resolve the issue as quickly as possible,” the company said.

READ MORE: Canadian telco networks working to fix widespread outages of voice services

“We recognize how important email is for our customers, and we understand this is inconveniencing those who are affected.”

Neither the company statement, nor its social media channels, gave any sign of how long it would be before service was restored or how many people are affected.

The outage has been particularly rough news for International Movie Services, an Aldergrove, B.C.-based company that provides props and costumes for the film industry.

WATCH: Sept. 21, 2017 —Rogers internet, cable outage affects thousands in Toronto

Ian Davidson-Newby said the company’s international business relies on email — specifically, a Telus.net address.

“Our company lives and dies by email communications,” he said.

“We have customers worldwide who are probably wondering why we haven’t answered their urgent emails because everything in our industry is crisis driven.”

© 2019 Global News, a division of Corus Entertainment Inc.


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