Telstra’s BigPond email service has been hit by a major outage, leaving thousands of ns unable to access their inboxes for more than 24 hours.
The issues first emerged on Monday at about 3pm, with users flooding social media and outage-tracking websites like Downdetector to report problems.
Telstra shared a message to social media shortly after the outage was reported and assured its customers it was working to resolve the problem.
‘We’ve picked up an issue affecting some customers trying to access their BigPond/Telstra Mail via the web,’ Telstra said.
‘Our team’s on it, and we hope to have you back in your inbox soon. Using an app to access your mailbox (Outlook) may help in the meantime.’
However, the telco giant explained the issue had not been fully resolved as customers were still experiencing problems at 10.15pm.
We’ve seen that some customers are still facing issues accessing Telstra Mail,’ an update read.
‘Our team’s continuing to monitor and investigate. As a first step, we recommend attempting to reset your password and then accessing your account using webmail.’
One Aussie business owner said the outage had left him in limbo and unable to send invoices.
‘I rang them, I was on hold for over an hour and thirty minutes to get through to somebody,’ Phillip told 2GB.
‘Then they just said to me – “oh sorry we haven’t updated google to let you people know it’s been down but we’re working on it”.
‘That’s all I got out of them that was it. And it’s still not working this morning.’
Phillip said he had been unable to work as usual as a result of been heavily impacted.
‘I couldn’t send invoices, nothing,’ he lamented. I’m in a jam, I’m stuck.’
Many BigPond users were able to access their email service on Tuesday, however some customers were still experiencing issues logging in.
Telstra told Daily Mail that BigPond email service was back online and advised those facing issues with logging in to rest their password.
‘Telstra Mail was back online just before 7.00pm AEST last night,’ Telstra said.
‘We have seen some customers using third party apps like Outlook facing issues logging in.
‘In many of these cases, a password reset has fixed the issue. We’re continuing to monitor and investigate.’
Telstra advised customers who were still experiencing issues with their email service to call or message the support team via the My Telstra app or website.