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Ongoing TPG System Issue: Accessing Post Office and Emails Denied

Level 2

The issue with access to emails & Post Office that TPG engineers supposedly fixed in July 2019 (refer to numerous forum posts during July) appears to have arisen again. 

Attempts to access TPG's Post Office gets the same result as received in July:

 

Database Connection Failed

Atmail could not communicate to the database resulting in an error. To continue please check the following:

  • Database username and password are correct
  • Hostname is authorized to connect to the database server
  • The software has been installed correctly and the database schema created
  • Validate your database connection details in the file config/dbconfig.ini

The error message returned from the server includes:

SQLSTATE[42000] [1203] User atmail already has more than 'max_user_connections' active connections

 

Once the database connection details have been resolved, reload your browser to continue with the session.

 

 

In TPG's Service Status this latest occurrance appeared as a "Critical Issue" originally proposed to be fixed by 1:00pm yesterday. Now the estimated resolution is midday today.

 

This will be more than 24 hours that TPG's engineers have had to fix this issue, in addition to the time spent in July trying to fix it. Will the TPG engineers attempt at a fix this time be a permanent fix?

 

Please advise.

 

Thank you.

8 REPLIES 8
Moderator

Hi @Dons2000

 

Our sincerest apologies for the inconvenience.

 

While we will endeavour to make the Service available to customers 24 hours a day, 7 days a week, the Service is not fault free and we cannot guarantee uninterrupted service.

 

There is an ongoing Email outage, our network Engineers are actively working to resolve the issue at the earliest.

 

You may check our Service Status Page located here for updates: https://www.tpg.com.au/servicestatus.php?category=30&timeframe=now

 

Kind regards,

BasilDV

Highlighted
Level 3

TPG this has been going on for almost 3 days now.

 

Just face it you have absoutley no idea what the issue is, hence why you keep change the time to take to rectified, this has dragged it out now almost 3 days straight.

 

Yes It is unfortunate it has happened and technology does play up from time to time, but what gets me is why a company your size does not have an immediate backup plan when these sort of things occur???

 

#1 for disgraceful service!

Level 3
 
Moderator

Hi @BadDay

 

The outage was caused by a failure affecting the storage system, through which the email systems operate. The failure has meant that customers have had difficulties using the email systems during the period of outage. Our network Engineers are actively working to resolve the issue at the earliest.

 

We've posted an update here in the community. You may refer to [Update] TPG Email Outage.

 

Further updates will be posted on our service status page and here in the community.

 

Thank you for your patience.

BasilDV

Level 3

We are still affected by this issue. 3 days unable to login to our email account! Your service status page currently says ' no reported issue '. Well here's me reporting that we do have an issue. When will this problem be resolved?

Moderator

Hi @alfie,

 

Thanks for raising this with us.

 

Our sincerest apologies for the inconvenience.

 

We'll check this matter with our network Engineering team for further investigation.

 

Regards,

BasilDV

Level 3

September 9 at 21.30 locked out of emails yet  again. What is going on with this Company?

 

Moderator

Hi @Jim1

 

We sincerely apologise for the inconvenience. Our technical team received several reports regarding the issue and our Network engineers and system administrators are currently investigating on this matter. 

 

We'll keep you posted for further updates.

 

Regards,

Ahra_G