Telstra has apologised to customers after BigPond suffered an email outage and the Telstra IP Telephony (TIPT) network crashed on Tuesday.
“I want to sincerely apologise to all customers impacted by two technical issues on Tuesday that affected some of our business and consumer customers,” Telstra head of customer service and contact centres, Andy Ellis, wrote on the Telstra Exchange blog.
The email outage meant many business and consumer customers could not send or receive emails, resulting in a flood of calls to Telstra’s contact centres and long wait times, Ellis said.
“Our technicians worked tirelessly through the night to restore services, with the majority of customers back online within a few hours of the outage, with full restoration being completed Wednesday morning.”
The TIPT crash affected many business handsets across Australia, Ellis said.
“This issue was caused by a failure of both our servers controlling these services,” he said. “We apologise for any disruption to our customers’ business and we are looking into what caused this.”
Some BigPond customers lost access to email earlier this year when Telstra experienced a problem with switching equipment at its Kent St exchange in Sydney.
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