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Telus offering refunds for email outage

A Telus Corporation sign is pictured in Ottawa, Ontario, Canada, November 8, 2017. REUTERS/Chris Wattie

Telus (T.TO) is offering bill credits to frustrated customers coping with an email service outage going on its sixth day.

Telus.net email accounts went down on Thursday, due to what the company calls an issue during a server update it made in partnership with a vendor.

Some customers have access to their email through a temporary web-based version, but only new messages that were sent and received during the outage will appear in their inboxes.

Telus only addressed the issues on Saturday with an apology video.

The delayed response only fuelled frustration. Many complained that the outage was preventing them from working and conducting business.

“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,” said Telus on its website.

“We are also doing everything we can to make this right and ensuring our customers are compensated for our failure to provide exceptional service.”

Clients are getting details on bill credits through their emails, where functional, as well as through text messages.

“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,” said Telus.

Starting Jan. 31, 2020, Canadians will have a new mechanism to complain about situations like this. As part of a new code of conduct, which applies to Telus, Bell Canada, Rogers Communications, Cogeco, Eastlink, SaskTel, Vidéotron, Shaw Telecom, Xplornet, and Northwestel, the Commission for Complaints for Telecom-television Services (CCTS) can step in if providers aren’t following the rules.

The CCTS currently handles complaints about wireless and television service providers.

Jessy Bains is a senior reporter at Yahoo Finance Canada. Follow him on Twitte@jessysbains

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