A Message from the CEO About Suddenlink Email Service

December 5, 2012

To Our Valued Customers:

Please accept my most sincere apologies for the issues that have affected the email service we provide as part of our high-speed Internet service. We always strive to provide a superior level of customer care, but here, we clearly let you down. Be assured that we are doing everything we can to restore full service.

Following is an explanation of what happened, the remaining issues on which we’re working, and the steps we’re taking to help prevent this type of situation from affecting you in the future.

  • Openwave is the vendor that currently enables the email service we provide. Early Friday morning, Nov. 30, an extensive failure of hardware in Openwave’s system prevented our customers from using their email. Our technical leadership team started working immediately with Openwave’s team on repair efforts.
  • As soon as it became clear that those repair efforts could not be completed in a timely manner, we made the decision to work with Openwave and other technology partners — including Oracle and Symantec — to switch our customers to a replacement email system. This decision restored customers’ ability to send and receive email by late Friday afternoon.
  • Around the same time, customers who store email, folders and contacts on either their computer or a local server had access to that material; we estimate they accounted for the vast majority (around 80 percent) of customers using our email service. The remainder, who do not store email, folders and contacts on their computer or a local server, could not access that material. Accordingly, we started working with our technology partners to move these remaining customers’ archived material (i.e., their email, folders and contacts) to the replacement system noted above. Based on current information, we believe that substantially all material stored on the former Openwave system remains available on that system and can be moved to the replacement system.
  • Normally, this type of information-moving process would be done over the course of several weeks, to help maintain a seamless email experience. However, because we know customers want access to their archived material as soon as possible, we are working around the clock with our technology partners to speed up the process while also striving to maintain our customers’ ability to send and receive email.
  • This effort requires a delicate balance and constant attention, and we will not rest until it is completed. Although we cannot, at this time, provide a precise estimate of when archived material will be restored, we promise to move that process along as quickly as we can without compromising other email functions.

In the meantime, I have been informed that the replacement system to which we have moved your email service has multiple, additional protections built into it, to help prevent this type of situation from occurring in the future. I have also asked our teams to conduct a comprehensive, top-to-bottom review of this situation, and recommend additional steps we can take to further enhance the reliability of our email service. That review will include a hard look at alternative email vendors.

Thank you for your continued patience during this time.

Sincerely,

Jerry Kent

Chairman and CEO
Suddenlink

21 Comments

  • 1. elliot.hammerman  |  12/05/12 at 5:33 pm

    When can i expect to be able to get my contact list of addresses for e-mail so i can send out e-mails

    • 2. Pete  |  12/05/12 at 5:47 pm

      Although we cannot, at this time, provide a precise estimate of when archived material (such as contact lists) will be restored, we promise to move that process along as quickly as we can without compromising other email functions.

  • 3. elliot.hammerman  |  12/05/12 at 6:09 pm

    i hope you have learned a valuable lesson,nothing like this ever happend at comcast.net i have to also say your high speed people are excellant pi r squared it just tales to damm long to get to one of them you schould revrese your menue most people i would guess call for outage services tv,comp.internet===change that melody less music you play and play vocal swing or easy listining,but no elevator music,you donot want to put us to sleep while we wait for one of your people to pick up try it it cant hurt thanx

  • 4. barbara fields  |  12/06/12 at 5:39 am

    I will be waiting for my contact list to be restored

  • 5. Jack Bodden  |  12/06/12 at 7:53 am

    I still can get emails with my iphone.

  • 6. Ann Lovejoy Johnson  |  12/06/12 at 8:19 am

    I too am waiting for my contact list to be restored. Is it possible it will not be able to be restored even when this matter is ‘fixed’??

    • 7. Pete  |  12/06/12 at 8:31 am

      Based on current information, we believe substantially all material, including contact lists, are stored on the former Openwave system; are available on that system; and can be moved to the replacement system, which would allow you to see that information. We are working now to make that happen as soon as we possibly can.

  • 8. Howard Stocks  |  12/06/12 at 8:30 am

    When will the folders be restored?

    • 9. Pete  |  12/06/12 at 8:55 am

      We can’t provide a precise estimate at this time, but we are working with our technology partners to restore such information just as quickly as possible without disrupting the ability to send and receive new email.

  • 10. Nita Shelton  |  12/06/12 at 8:44 am

    I lost all of my folders in my e-mail and all the e-mails that I was saving. Is it possible to retrieve them? Some of them were very valuable to me.

    • 11. Pete  |  12/06/12 at 8:53 am

      Based on current information, we believe that material is still stored and available on the former Openwave system and can be moved to the replacement system, which would allow you to see that information. We are working now to make that happen as soon as we possibly can.

  • 12. Linda Dionne  |  12/06/12 at 9:01 am

    I do appreciate the efforts Suddenlink took to respond to this data crisis. One request is that Suddenlink should have sent us memos just like this one through the entire event. Then I wouldn’t have had to run to LiveChat to ask the same questions that everyone else was asking. Please consider this in the future–it will show a high degree of respect for your customers.

    • 13. Pete  |  12/06/12 at 9:14 am

      We appreciate your feedback and agree with it. We will strive to do better.

  • 14. Jim Phillips  |  12/06/12 at 9:41 am

    In the event you cannot restore addresses and folders, those of us effected need to know ASAP so we can determine our next course of action. This situation is very frustrating – particularly not knowing for sure if or when we’ll get our info back. I have tried to be patient and nice when finally getting to a live person on the phone, but I am slowly running out of patience and nice.

    • 15. Pete  |  12/06/12 at 3:26 pm

      We do believe that substantially all of the addresses and folders are still on the old system. The key now is, of course, getting them moved over to the new system so that you can see and access them. We will continue to work on doing just that as quickly as possible without disrupting the ability to send and receive new email.

  • 16. jennifer adams  |  12/06/12 at 9:51 am

    I have gotten all of my folders and stored e-mails back as of yesterday. Thank you very much for the hard work. Having worked with this kind of situation before, I understand the problems with trying to “coordinate” efforts from several different remote sources. It is frustrating, but I appreciate everyone staying on task to get this resolved for us, the customers.

  • 17. Frederick & Elaine Voda  |  12/06/12 at 10:07 am

    Thank you Mr. Kent, (CEO), for your letter of explanation about suddenlink’s e-mail problem. It explains a lot of my problems. I commend you on your communication with your customers. It shows you are doing an excellent job and caring for your customers.
    I look forward to continued good service and help.

  • 18. Norman Pelkey  |  12/06/12 at 10:07 am

    I am still waiting for my email contacts, folders, and stored items to be restored. Any updated estimates for full restoration?

    • 19. Pete  |  12/06/12 at 10:18 am

      I’m sorry we can’t provide an estimate at this time, but we will continue to work on this around the clock.

  • 20. Albert Vasquez  |  12/06/12 at 10:13 am

    I still do not have access to my saved emails or save folders, is it still possible that I will get them back?

    • 21. Pete  |  12/06/12 at 10:17 am

      Based on current information, yes. We will let customers know if that situation changes.


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