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Cox says e-mail service fully restored

  • The Wichita Eagle
  • Published Monday, Dec. 17, 2012, at 11:57 a.m.
  • Updated Monday, Dec. 17, 2012, at 4:57 p.m.

Cox Communications said Monday that it has fully restored e-mail service for its residential customers following an outage that lasted throughout the weekend.

Sarah Kauffman, spokeswoman for Wichita-based Cox Central Region, said in an interview Monday that customers can now receive timely e-mail messages. But messages sent during the outage may take a couple of days to reach Cox customers.

Kauffman said the outage began about 4 p.m. Central on Friday and affected residential customers locally, across Kansas and in Cox service areas in 10 other states. Kauffman said Cox Business customers were not affected by the outage.

She said technical teams across the company worked through the weekend to restore the e-mail service. She said Cox officials traced the problem to “an issue within the e-mail storage platform that supports Cox residential e-mail service.”

“Our infrastructure exceeds the industry standard and includes multiple levels of support,” Kauffman said. “Unfortunately the outage affected the primary and secondary back-up systems. And our e-mail service is supported by multiple servers. Fortunately we were able to bring them back online.”

She said the company is replacing its e-mail storage platform equipment and “implementing measures to prevent the issue from occurring again.”

“We deeply regret the impact the outage had on customers and truly appreciate their patience,” Kauffman said.

She said customers were notified of the outage by continually updated messages posted to the website where they log in to their e-mail. She said call center representatives were also aware of the outage and were informing customers who called in.

“From the communications perspective this went the way you hope it would as far as giving updates and information,” she said.

Cox said its residential e-mail service was fully restored as of 5:30 a.m. Monday.

Reach Jerry Siebenmark at 316-268-6576 or jsiebenmark@wichitaeagle.com.

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