Sky has been forced to issue a grovelling apology to millions of email customers after a switchover of provider – from Gmail to Yahoo – has left thousands without access to their accounts and even more hit by severe delays.
The decision to change to Sky Yahoo Mail was made as Google could “no longer provide Sky with an email platform that caters for [its] requirements”, according to the company. All @sky.com email addresses remain the same.
It was due to go live on April 4 but Sky’s customer support forum has been flooded with complaints ever since, with many people reporting that formerly deleted messages have been delivered again and again. Some have spent hours clearing the messages out of overflowing inboxes.
One user wrote: “My mac is currently downloading 20,000 emails from the server! Nearly grinding to a halt. I can’t view my emails through ‘my sky’ account, to delete them from the source. Keep getting an error message so the downloads continue. As others have said, what a total mess”.
The forum and Twitter are littered with similar complaints. A statement on the Sky site reads: “We’re very sorry that some customers are continuing to experience issues with Sky Email during the move over to Yahoo. Unfortunately, despite the many months of planning and extensive testing we have not provided the experience we were aiming to achieve, and in addition to the email download issue it is taking longer than we’d anticipated to finish moving all the data across.”
And a spokesman added: “Our engineers are continuing to work on identifying other ways to prevent having to download older emails again to desktop applications like Outlook. At the moment, however, advice remains that customers need to delete these emails directly by signing in to their email account on sky.com.”
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Sky apologises after email blunders http://t.co/5d953E5ZzP