Many Grapevine email users are still without a regular service. Photo: Lyn Osborn
Half of Grapevine's email users are still without a regular service a week after a drive that is used to store customers' emails was corrupted.
Customers are outraged by what they say is a lack of communication about the problem.
The issue has plagued 23,000 active accounts of the TransACT business, which is now owned by iiNet, since last Tuesday afternoon.
The company says those affected now have access via webmail, which it reports is stable after intermittent early access due to the high demand for the services. While the technical problem has irked users, the lack of information has incensed them.
''I think we're considerate of the fact things break down,'' customer Paul Grogan said. ''We accept that, but for heaven's sake don't treat us like mushrooms, which is exactly what they've done for what is now a full seven days.''
A private consultant, Mr Grogan is one of a number of business users of the Grapevine email service. Last week he missed an email invitation to a conference where he could have met new clients.
The fact that no details about the problem were posted on the Grapevine or iiNet websites is what has lost iiNet Mr Grogan's business.
''You think, 'Hang on, guys, you're IT people; I could understand it if it was a concreter … but these are IT gurus,'' he said.
A fault log on the problem has been regularly updated but for at least five days most customers would not have found ''fault notice 27057'' on TransACT's website. ''Most people would go to Grapevine or iiNet [sites] because when our bills come, it comes as iiNet now, not TransACT. This is another of their communication catastrophes.''
A link to the updates has been put on TransACT and Grapevine's home pages, but as engineers restore one inbox at a time, there is still no word as to when remaining customers can expect their email service to resume.
''We have updated our website, telephone systems and social media platforms,'' an iiNet spokesman said.