>From http://www.whirlpool.net.au/:
These emails were allegedly sent to all Telstra support staff on Monday and Tuesday of this week. --- Sent to all Support Staff Tuesday14th October 2003 Good afternoon all, As per ________'s previous email yesterday, we are very much aware of the current Telstra Email issues and we offer you our appreciation and gratitude for the way you have all banded together in the past few weeks to deal with the obvious customer dissatisfaction. Telstra are also very much aware of the impacts on our CSR's and are extremely committed to addressing the current Email issue - to which they have had their technical staff working around the clock to ensure that the issue is resolved. Yesterday they released several customer updates on the Email issue, throughout their various press and media avenues. As such please find below a brief summary of the Telstra press release - "The backdrop to the recent email delays is that Telstra has seen an unexpected spike in traffic on our email network - in fact a 20 per cent spike. The extra traffic load on our email network should not affect Internet access. The capacity issue is now under control. Telstra is increasing capacity on the email network to put the traffic load issues behind us. A number of manual approaches have been put in place so that customers can continue to send and receive email. Telstra's technical staff have been working around the clock to ensure that mail is delivered. Importantly, customers have always had a working email service. However, some customers might notice a delay in receiving email or see intermittent time outs. We believe that other ISPs have grappled with traffic load issues in the last week. Some of the traffic load issues have not been unique to Telstra." They have also provided us with a more in-depth update on the current situation and their approved scripting for us to use when dealing with Email affected customers. The approved scripting and Email update has been communicated to all staff via a series of desk drops, handouts, posters and there will also be staff meetings over the next day. As such please see your Team Leader if you have not received a copy of the staff handout or approved scripting, before commencing your next shift. Again, thank you for your support and assistance during these difficult times, as it is greatly appreciated by everyone. Sent to all Support Staff Monday 13th October 2003 STAFF BRIEF - BIGPOND EMAIL PERFORMANCE ISSUES BACKGROUND The backdrop to the recent email delays is that Telstra has seen an unexpected spike in traffic on our email network - in fact a 20 per cent spike. The extra traffic load on our email network should not affect Internet access. The capacity issue is now under control. Telstra is increasing capacity on the email network to put the traffic load issues behind us. A number of manual approaches have been put in place so that customers can continue to send and receive email. Telstra's technical staff have been working around the clock to ensure that mail is delivered. Importantly, customers have always had a working email service. However, some customers might notice a delay in receiving email or see intermittent time outs. We believe that other ISPs have grappled with traffic load issues in the last week. Some of the traffic load issues have not been unique to Telstra. CUSTOMER MESSAGES While it's important to note that the email service is not and has not been down, we acknowledge that the performance has not been up to scratch for our customers. We accept that customers are simply not satisfied. Telstra is of course concerned and our technical people have been working around the clock to keep the service working. Telstra understands that our email service is not meeting customers' expectations. We are doing all we can to ensure that a working service is maintained and that mail is not lost. Telstra staff have worked to ensure that the service has been stable. Our priority is to maintain a working service and not to make hasty decisions which could have seen some data lost. The surge in traffic comes after August was confirmed the worst month on record for viruses and worms. While we have not had any new worms or viruses confirmed, we believe that we could be seeing a residual impact from previous malicious sources traversing global networks. -----Original Message----- From: Bob Howells [mailto:[EMAIL PROTECTED] Sent: Wednesday, 15 October 2003 8:13 PM To: WAMUG Mailing List Subject: Re: Missing mail Re Telstra email....... 1. Somewhere a statement was made that they updated some software, which was probably microsoft stuff seeing they are tied in there and ... It had bugs. They were still sorting that out.. So the story went. 2. Spam has created a 25 % increase in their mail traffic in just 2 weeks. I don't know anybody who could justify having that amount of system hardware just sitting around on a " MAYBE the spammers will generate more mail and we might need this " basis. [SNIP]
