June 26, 2009 Urgent news – CFU email conversion update

Earlier this month we contacted you about changes to CFU’s e-mail service. While many customers have made the transition to CFU’s new e-mail platform, many others have experienced frustrating delays when trying to call our Help Desk for assistance with changing their e-mail settings.

We want to make sure all customers get the help they need. Therefore, the cut-off of CFU’s current e-mail service is being delayed to allow more time for us to help customers make a smooth transition. If you haven’t made any changes yet, we want you to know that your current cfu.net e-mail account will continue to work until further notice, and will no longer be cut off on July 7 as we previously announced.

Our Help Desk call volume has been extremely high since we sent a letter and e-mail messages to customers about the upcoming e-mail changes. Even though we have extra staff on hand, many customers have not been able to get through to the Help Desk by phone. We have a backlog of customers who need assistance, and we are calling back each customer who left a phone message.

We apologize for the frustration you may have experienced while trying to contact us for help with updating your e-mail settings. Until you receive further communication from us, we ask that you call the Help Desk only if you have a service outage or need technical support for cable TV or Internet service. Please do not call for assistance with the e-mail conversion at this time.

Over the next several weeks, we will contact small groups of customers at a time about transferring e-mail accounts to CFU’s new mail platform. Until you hear from us, no changes are necessary. Please watch for and read future e-mail messages and/or letters about our mail platform transition.

Be aware that CFU will never send a message asking you to e-mail us your account number, username, password or other sensitive information. Any message that asks you to e-mail this information is not from CFU. We again apologize for any inconvenience you’ve experienced due to our e-mail transition, and thank you for your patience and cooperation.

Cedar Falls Utilities