Sunday, 12 March 2017 07:02

Telstra customers hit by webmail issues Featured


Telstra customers have been experiencing problems with accessing email on the Web since Wednesday, 8 March, according to a number of Web forums.

A number of customers also appear to have seen portions of their older emails disappear.

One user, who did not wish to be identified, contacted iTWire, saying, “Since Wednesday evening, a large number (possibly all) of the customers on the Bigpond IMAP email platform have been largely without their email services.

“Worse than that, all previous messages in all of the email folders have disappeared. Customers, including me, are furious at the lack of information from Telstra who seem to want to keep the whole thing quiet.”

On the Telstra CrowdSupport forum, customers were furious about the problems with the Web email.

One subscriber wrote: “When Telstra migrated accounts from POP3 to IMAP it meant that we could view our emails on multiple devices, the same way Gmail works. But what it means is that we are viewing emails stored on a server (the cloud). If the server blows up so do our emails. However, you would expect that Telstra would be running continuous back-ups of their servers.

“My suspicion is that IMAP email is offline at the moment (since 6pm last (Thursday) night Sydney time) because they are trying to restore all our historical emails - but I can't get an answer out of Telstra to confirm this.”

And another wrote: “This morning I log on to my webmail to find that emails from yesterday have also been wiped! Now there's authentication issue on the phone email app too and I can't even access my emails from the mobile anymore.

“I've gone on to change password just in case. Am on the phone with tech again now. No one is taking any ownership of this to investigate and give a straight answer.”

Telstra's network status page indicates that there is a problem with email, with a message saying, “Current interruption. Customers may experience issues with their email service,” with the problem listed as having started on Thursday, 9 March.

There is no indication of the problem on the Telstra Twitter account or on the company's Facebook page.

Update 2.15pm AEST: Contacted for comment, a Telstra spokesman told iTWire: "We did identify an issue with a small number of Bigpond email customers who were impacted by an email synchronisation error and were unable to access emails sent and received during the week.

"The issue was rectified and measures have been put in place to prevent any further customers from being affected.

"We have contacted impacted customers and we are working to recover emails during the period. We apologise for the inconvenience.”


26-27 February 2020 | Hilton Brisbane

Connecting the region’s leading data analytics professionals to drive and inspire your future strategy

Leading the data analytics division has never been easy, but now the challenge is on to remain ahead of the competition and reap the massive rewards as a strategic executive.

Do you want to leverage data governance as an enabler?Are you working at driving AI/ML implementation?

Want to stay abreast of data privacy and AI ethics requirements? Are you working hard to push predictive analytics to the limits?

With so much to keep on top of in such a rapidly changing technology space, collaboration is key to success. You don't need to struggle alone, network and share your struggles as well as your tips for success at CDAO Brisbane.

Discover how your peers have tackled the very same issues you face daily. Network with over 140 of your peers and hear from the leading professionals in your industry. Leverage this community of data and analytics enthusiasts to advance your strategy to the next level.

Download the Agenda to find out more


Sam Varghese

website statistics

Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.



Recent Comments