The migration of over 7 million customer accounts over the weekend hit a brick wall during a changeover from Yahoo to BT’s own mailbox. The issue was identified by OpenWave Messaging – the company responsible for controlling the migration process, who discovered that some customers were having issues accessing their mail accounts starting from Friday 11th of July when the migration began.
Over the weekend, tens of thousands of customers were left without an email account, being unable to send nor receive messages. Many unfortunate users lost their email accounts completely, bringing up an error code every time they attempted to log onto their accounts and forcing desperate users to resort to alternative email accounts in order to continue on with their email needs. Although the majority of users have had their service restored, thousands are still left without access, some completely missing emails from their accounts altogether.
No statement was in place on BT’s website about the migration, resulting in many an angry customer and mass complaints, such as an individual who had booked transport using an e-ticket however was unable to access or activate it due to no email access. In this situation users could have been left stranded or even had to resort to alternative transport methods in order to arrive where they needed to be.
This is the 2nd apology in only a few weeks that BT has had to make, however there has been many more earlier in the year, such as customers being blocked off their internet and investigations against them due to customer credentials being exposed. Due to the number of mistakes BT seem to constantly make, concerns over security of their services have been questioned.