Telecom working to restore webmail access

Telecom working to restore webmail access for all customers

Telecom has identified a fault in the Yahoo!Xtra Bubble registration process that has affected some customers' ability to access webmail.

The majority of Telecom's internet customers are still able to access their emails as most customers use email programmes such as Outlook. A significant number of customers have successfully registered for
Yahoo!Xtra Bubble prior to the fault situation – and these customers will be able to actively use their webmail and or the Yahoo!Xtra Bubble services.

However, customers trying to register for Yahoo!Xtra Bubble or access their webmail through the new service, for the first time, may be unable to do so at present.

Telecom's Chief Operating Officer Consumer Kevin Kenrick says Telecom apologises for any inconvenience the fault may be causing to affected webmail customers.

"We have specialist technical teams working to resolve the issue as a matter of priority and will be looking to provide an update within the next few hours."

Mr Kenrick says it is important to note the difference between using webmail and downloading mail to an email programme such as Outlook.

"Webmail is accessed online through a website such as Yahoo!Xtra Bubble. The majority of our customers – around 75% - choose to download their mail to their computers using software such as Outlook and these customers are generally still able to access their emails as normal."

In the interim Telecom recommends that customers who are unable to access their webmail try using an email software programme such as Outlook. Telecom has information online advising customers how to do this and our call centres are also assisting customers in doing this. Customers can visit www.xtra.co.nz/help for further information around using Outlook.

ENDS

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