Cox Communications is experiencing a massive failure of its residential email system that could extend through Monday and is affecting customers in Baton Rouge, the company said Sunday.
Sharon Bethea, a regional spokeswoman for Cox Communications said customers in the Baton Rouge area have been affected by the outage but she declined to say how many people use the company’s residential email service.
“We sincerely apologize for the frustration it (the outage) has caused,” Bethea said. “We really just want to reiterate our commitment to restoring services to customers as soon as possible.”
The company said in a post on its website that the problem was caused by an email storage platform that supports Cox’s residential email services in the Midwest and East Coast areas.
The issue affected the platform’s primary and secondary back-up systems that usually prevent such a failure, the company said.
While Cox said some customers may be able to access their email accounts Sunday night, the company did not expect all of its email services to be restored until at least Monday — but was “working around the clock” to fix the problem.
Cox’s email service is supported by multiple servers. As each server is brought back online, customers on that server will regain access to their email, the company’s statement says.
“Currently, all messages that have been received since Friday are queued in our system and we anticipate delivering messages to customers on a rolling basis as we bring the platform back online,” the statement says.
Any Cox customers who need to send emails during the outage can set up a temporary account with Yahoo! or Hotmail, the statement says. However, customers still will be unable to access their Cox residential account.
The outage is not the result of any kind of cyber attack or cyber terrorism, the statement says.
Cox Business customers have not been affected, the statement says.
Charles Hall, a Baton Rouge resident, said his Cox email account has been down since Friday.
Hall said that while he has not experienced any Internet problems so far, he is concerned about the impact the faulty email service could have on Christmas shopping because so many people now use email and Internet services to purchase gifts.
“I use my Internet all the time, just like everybody else,” Hall said.
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