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Moderator
Moderator
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Message 41 of 49

Re: Migration to BT email issue on iPhone?


@ama_111 wrote:

Hi, could BT give an update on this please as I’d like to know if the fix has been applied. 


Hi @ama_111 

Thanks for posting back.

This was fixed on Tuesday.  Are you having problems?

Post back and let me know please 😊

Cheers,

Robbie

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Expert
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Message 42 of 49

Re: Migration to BT email issue on iPhone?

I think it is fixed, at least for me.

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Aspiring Contributor
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Message 43 of 49

Re: Migration to BT email issue on iPhone?

Hi @RobbieMac

Yes it’s all stable now thanks . Can you post an update as to the cause of the issue? Was it an Apple issue that caused the problems or was it a BT change that introduced a bug?

Thanks
David
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Moderator
Moderator
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Message 44 of 49

Re: Migration to BT email issue on iPhone?

Hi guys,

We are really sorry for the impact to some customers caused earlier this week by a failed software update.

This was caused by a software update on the core imap handlers on the platform, which had an unexpected side effect causing some Apple IOS clients to redownload the contents of a folder repeatedly. The issue was resolved by a rollback within approximately 5 hours of the release going live.

We are reviewing the testing methodology and post live checks to ensure this does not happen again.

Cheers,

Robbie

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Expert
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Message 45 of 49

Re: Migration to BT email issue on iPhone?

Excellent - openness and a rapid fix.

 

Geoff

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Aspiring Contributor
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Message 46 of 49

Re: Migration to BT email issue on iPhone?

Just for clarity, I first reported this on Twitter on Saturday 11th and the fix was applied on Tuesday 14th so it was 3 days rather than 5 hrs. But good to hear that procedures are being reviewed and thanks @RobbieMac for the escalation and update.
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Beginner
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Message 47 of 49

Re: Migration to BT email issue on iPhone?

Thanks for the update @RobbieMac 

To clarify also and to help with your investigations, I first had the issue around Thursday 9th July so wasn't new to the 13th/14th July...so maybe some other patch caused the issue.

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Aspiring Contributor
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Message 48 of 49

Re: Migration to BT email issue on iPhone?

The problem has not occurred since, but as it was an intermittent problem it was difficult to know whether this was a result of a fix or not. It’s good to know the fix has been applied and what the cause was, thanks. 

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Newbie
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Message 49 of 49

Re: Migration to BT email issue on iPhone?

I’m having the same issue too. It’s driving me nuts. I spent hours last night deleting emails and they’ve all downloaded again today. Does anyone know if BT is looking for a fix?
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