Sky customers are still experiencing problems with their email, six days after the company went live with Yahoo!’s email platform, having migrated away from Gmail.
Computerworld UK reported earlier in the week that customers were furious after the botched migration left many without access to emails and facing severe delays.
On Sky’s website it states that the company has teamed up with Yahoo! to offer its customers a new email service, which was due to launch on 4th April, as Google could “no longer provide Sky with an email platform that caters for [its] requirements”.
However, despite numerous updates and assurances from the Sky team that fixes were being issued, customers are still experiencing problems and the company has admitted that it is still attempting to solve ongoing problems.
One customer on Sky’s complaints forum said that he has been unable to use his Sky email since 3rd April for business bookings, which could result in lost revenues. He said: “I am now getting emails from disgruntled customers who have emailed me to book me for work but due to this problem I have not responded. The issue may now lose me business at £350 a time!”
“I am able to receive mail but unable to reply and the message I get states it is due to the server not recognising my email address”.
Another customer said that despite having been told by Sky that problems with the platform were fixed, they were still not receiving emails. The customer complained: “Still no emails and Sky are saying that it has sorted it all now, well I most certainly aren’t. I have just filled in my watchdog form too”.
The forum and Twitter are littered with similar complaints. Another customer said: “I can’t get my emails on my Outlook or online now or Yahoo! app – this is stopping me from doing my job and I will be expecting compensation”.
An update on Sky’s website last night said that it ‘believes’ it has now fixed issues for customers getting a 554 error, and it has resolutions for emails being sent into the trash folder and a 553 error being delivered when trying to send or receive emails – although no indication was given that this resolution had been applied yet to the latter two.
However, it is still investigating ‘other issues’, which include customers being delivered an unexpected error and being asked for a password on the client.
It said: “We’ll continue to investigate all issues that you raise to us in order to get everyone up and running on Sky Yahoo! Mail, and remain committed to getting all our customers back to a fully functioning email service as soon as possible”.
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