advertisement

Charter apologizes for deleting 14,000 customer e-mail files

Thursday, January 24, 2008 | 11:39 a.m. CST; updated 6:40 a.m. CDT, Saturday, July 19, 2008

ST. LOUIS — Charter Communications officials believe a software error is to blame after 14,000 customer e-mail files were mistakenly deleted.

The accident happened Monday as Charter was performing routine maintenance. The mistake did not eliminate the e-mail accounts but deleted e-mails from the inbox and saved folders, including photos, officials from Charter said.

“We really are sincerely sorry for having had this happen and do apologize to all those folks who were affected by the error,” said Anita Lamont, a spokeswoman for the suburban St. Louis-based company.

Charter is one of the nation’s largest cable TV operators but also provides telephone service and high-speed Internet. Each new Internet user gets a free e-mail account.

But some choose not to use Charter e-mail, opting instead for Web-based e-mail accounts from providers like Hotmail and Yahoo. Every three months the company performs routine maintenance to delete inactive accounts, Lamont said.

“During this maintenance we erroneously deleted active accounts along with the others,” Lamont said. “Its never happened before. They are taking steps to make sure it never happens again.”

Lamont said there is no way to retrieve the lost files. Computer experts say users should back up all important e-mail.

Charter provides service in 29 states, and Lamont said the affected customers were scattered around the country. The company has about 2.6 million high-speed Internet subscribers.

To help make up for the error, Charter automatically applied a $50 credit to the bill of each customer with a deleted e-mail account.

Lamont said she didn’t know how many calls customer service had received about the mishap.


Like what you see here? Become a member.


Show Me the Errors (What's this?)

Report corrections or additions here. Leave comments below here.

You must be logged in to participate in the Show Me the Errors contest.


Comments

Leave a comment

Speak up and join the conversation! Make sure to follow the guidelines outlined below and register with our site. You must be logged in to comment. (Our full comment policy is here.)

  • Don't use obscene, profane or vulgar language.
  • Don't use language that makes personal attacks on fellow commenters or discriminates based on race, religion, gender or ethnicity.
  • Use your real first and last name when registering on the website. It will be published with every comment. (Read why we ask for that here.)
  • Don’t solicit or promote businesses.

We are not able to monitor every comment that comes through. If you see something objectionable, please click the "Report comment" link.

You must be logged in to comment.

Forget your password?

Don't have an account? Register here.

advertisements