Partial webmail outage continues, as small business website’s surprise shutdown sparks customer anger – TechCrunch


Normally, a report of a web service failure proceeds as follows: the web service crashes, the reporter writes an article, goes to the post, the web service returns immediately. But that doesn’t appear to be the case for Yahoo Mail, which has been down for some users for over 24 hours, and in some cases almost two days, if the Twitter reports and those that arrive in our advice inbox are to be believed.

According to these reports, users have seen messages about “scheduled maintenance”. Yahoo Customer Service Account @YahooCare confirmed this partial outage yesterday afternoon and said a fix was expected to arrive at 1:30 p.m. PT. The account also noted that users facing the outage could access their email through a tablet or smartphone in the meantime.

However, based on the growing number of complaints on Twitter and via TechCrunch advice, it looks like the issue has yet to be resolved as promised. “Yahoo mail has been down for 48 hours. Literally unable to verify your inbox period, ” wrote a dissatisfied customer. Another complaints, “mine was broken all last week.”

While every web service has its issues – even Gmail in September experienced a “slowdown” where email arrivals were delayed – the company was perhaps more diligent in notifying its users of issues through its bulletin board. application status edge, where regular updates provided the current status of the problem. Yahoo, meanwhile, posted a few tweets. The latest, acknowledging the persistent problem, was posted after we reached out to Yahoo for comment.

Yahoo Mail might be a free webmail service that most people use for personal email, but that doesn’t mean it’s not essential for some of its users. That might not fuel corporate communications at the scale of something like Microsoft Exchange or Google Apps, but a multi-day outage still needs to be reported and dealt with more directly, which Yahoo did. not done so far.

Yahoo-mail-down

Yahoo Small Business website deactivations overwhelm customer service

Customer service and communication issues aren’t limited to Yahoo Mail, it seems. For example, the company is also currently grappling with the fallout from its recent shutdown of email and web hosting services for customers related to the company’s old relationship with AT&T / SBC. Yahoo says it has informed users, but many business owners who missed this information have had their websites shut down and are now struggling to get help getting them back online.

Screenshot 2013-12-11 at 10.21.06 AMSome even started trolling the Yahoo Small Business Facebook page when phone calls weren’t working. And it was a paid service for businesses.

Yahoo Small Business claims to have sent several emails and letters about this impending shutdown. Of course, some users have fallen through the cracks, as is usually the case when these things happen. The problem now is that these customers are unable to get the help they need to reactivate their sites, due to overwhelmed customer service.

Screenshot 2013-12-11 at 10.21.58 AMOne user wrote to TechCrunch: “Yahoo is so overwhelmed that it cannot answer phone calls or emails. I have been on hold for hours and hours since last Sunday I spoke to a real person twice who in both cases sent me to another number which is absolutely unreachable.

“They’ve shut down the websites of countless companies. The last person I spoke with [via phone] admitted that they had no idea how many people they had reached, ”the affected user said.

Another complained to us, “A lot of us have tried to figure out where our websites have gone and why we don’t have email access. It happened suddenly and without warning. Yahoo doesn’t answer their phones or emails, nor does Yahoo answer on Facebook, ”she said.

Coincidentally, the websites were activated just a day after “Shop-Small-Business Saturday,” a move to encourage consumers to visit small businesses in their own neighborhood.

We have contacted Yahoo for more details on the Yahoo Mail outage and will update if a response is provided.

[Image credits: Yahoo, Twitter user Rozzystar, Yahoo on Facebook]

Yahoo mail failure on Storify:

UPDATE: Although Yahoo never responded to our inquiries, the company posted the following on its blog today:

We are very sorry for the recent difficulties with Yahoo Mail.

Some of our users have been unable to access their email since 10:27 PM Pacific Time Monday night due to a hardware issue in one of our email data centers. The problem was more difficult to resolve than expected.

We have dozens of people working around the clock to solve it. We believe our current efforts will restore our users’ access to their inboxes by 3:00 p.m. PT today. We will post again on our @YahooMail Twitter account.

by Jeffrey Bonforte, Senior Vice President of Communications Products

UPDATE: Yahoo is tracking status here now. The last:

Update 11/12/13 5:00 p.m. PST
Most affected users should now be able to access their Yahoo Mail accounts on the web and our apps for iOS, Android and Windows 8. Most users should be able to log into their accounts and send and receive messages. We continue to restore access for all affected users.

You will notice that your most recent messages may not appear in your inbox. We are starting to send the emails that were sent to you during the outage. Because we have a backlog, it may take a little while for us, but please rest assured that we are trying to deliver them as fast as possible.

For some of you, emails between 11/25 and 12/09 / may not show in your inbox – we’re still working on updating all accounts. We’re also working on restoring IMAP and POP access for those of you who access your mail through a non-Yahoo application (such as Outlook, Apple Mail, or the native mail application on your phone). For more information, please see our help article on setting up Yahoo Mail on a mobile device with POP or IMAP.

Once again, we are sorry for the inconvenience caused. We will continue to provide updates on this page.

Another update says it’s partially restored:

Update 12/11/13 – 11:15 p.m. PST
We wanted to give you another quick update as we continue to work on Yahoo Mail tonight.

We restored access to POP mail earlier this evening and are still working on restoring IMAP. In the meantime, the best way to access your email on mobile is by using a Yahoo Mail app for iOS or Android, which you can download here: http://mobile.yahoo.com/mail/
and on the desktop, sign in to Yahoo Mail through your browser.

The affected servers have been operational for more than six hours and we have already delivered over 30% of the messages sent during the outage. We expect all emails to be delivered by tomorrow afternoon.

Some users may still have difficulty accessing their accounts, but we are working on this overnight and will post the latest updates again in the morning PST.