Isle of Man News - POSTED Thu 13-04-2017 email issues being resolved

by LC

Manx Telecom statement:

Further to our recent statements about email issues, we can report significant progress towards restoring the email platform to the standards our customers expect and deserve. Our technicians and customer support teams have been working round the clock to identify and help those who have been affected by these issues. Once again, we thank our valued customers for bearing with us over the last week – we understand their frustration and sincerely apologise for any inconvenience caused.

Kevin Paige, Manx Telecom’s Chief Technology Officer, commented: “We can report that backlogs of queued emails were all delivered on Sunday (9th April) and we’re now working through individual customer cases. These mostly relate to familiarisation with the new platform, password resets, removing previously deleted mails and restoring folder structures – we expect that these will be resolved in the next 48 hours as we assist customers with advice in clearing those cases. The root cause of these problems occurred during a process to transfer all of our 30,000 user accounts, and millions of mail items, to a new platform as part of our long-term investment in infrastructure and to improve customers’ user experience. Despite planning and testing over six months, and successful moves for our and mail customers in the previous week, we experienced some unforeseen difficulties during the same process for our users which destabilised both the new platform and the option to roll-back to the previous platform. Since Saturday (April 8th) morning the new platform has been completely stable and performing as expected in terms of improving speed – customer feedback through Facebook and our support teams reinforces this and that they are finding the new platform layout much easier and more intuitive to use.”

To assist customers’ familiarity with the new platform there are some helpful FAQs and support videos available at




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