TelstraClear has finally fronted up with an apology for its customers ongoing email problems.“We pride ourselves on the reliability of our email services and understand this outage was an inconvenience to our customers. We apologise for this,”
TelstraClear has finally fronted up with an apology for its customers ongoing email problems.
“We pride ourselves on the reliability of our email services and understand this outage was an inconvenience to our customers. We apologise for this,” TelstraClear consumer head Steve Jackson said.
TelstraClear can now confirm that no messages were lost during the email meltdown, which began on Monday as the ISP's email servers fell over, wiping service to 180,000 customers nationwide.
Mr Jackson said some customers may have experienced a delay in receiving emails after all services were restored on Tuesday, most likely as a result of synchronising issues between servers and individual email accounts.
Certainly, numerous TelstraClear customers who contacted NBR on Tuesday, Wednesday and again today still had problems with the email. Many complained they had only heard about the problem through the media.
“Our focus has been on restoring services as quickly as possible without losing anyone’s emails and we can confirm that no data was lost when the servers were restored,” said Mr Jackson.
Password problem keeps some inboxes offline
However, the consumer division boss acknowledged that a password problem, caused by Monday's failure, was still an issue for some customers.
Some customers are being prompted by their email application to change their password when they log back in.
To fix this issue customers will need to revert back to their original password, or to reset their password, Mr Jackson said.
If they reset the password via the Self Service section of the TelstraClear website, they will need to make sure it is also entered in their modem, Mr Jackson said.
Yikes.
Further information and assistance with this process can be found on TelstraClear's website.
For resetting email passwords www.telstraclear.co.nz/go/emailsetup, or for resetting modem passwords www.telstraclear.co.nz/go/modemsetup.
If customers continue to have issues, cannot remember their previous password or require any other assistance in connection with this issue they should call 0508 888 800, Mr Jackson said.
