Rogers services have resumed for “the vast majority” of its customer base

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Rogers services have resumed for “the vast majority” of its customers

The origin of the failure is still unknown.

Rogers has “restored service to the vast majority” of its millions of users after an outage of some 24 hours, it announced Saturday morning. Millions of customers across the country and many services were without telephones and internet.

Our technical teams are working hard hard to ensure that the services of customers still affected by outages are restored as quickly as possible, assured the telecommunications company on social networks.

As our services are restored and traffic volumes return to normal, full restoration of services may take some time, she continued. Once again, we sincerely apologize to our customer base for this disruption and will proactively offer credit to all customers.

Tony Staffieri, president and CEO of Rogers, had promised Friday evening to make changes following the outage that had paralyzed his entire network since early Friday morning. Services from telecommunications companies using Rogers infrastructure – for example Fido, Chatr and Tbaytel – were also unusable.

Mr. Staffieri also pointed out that the company will credit its customers.

We do not yet know the origin of the problem, explained earlier the senior vice-president of networks and operations of Rogers, Kye Prigg, in an interview with CBC.

But in a corporate email, Rogers appears to attribute the system disruptions to a core network outage, according to CBC.

The Communications Security Establishment, a federal agency, said early Friday evening that there was no reason to believe at this time that the outage was caused by a cyber attack, while the American company Cybersecurity company Cloudflare said in a post that the outage was likely due to an internal error.

Last year, the company suffered another giant outage caused by a software update that left customers without services.

A Zehrs supermarket in Windsor posted a message that its card payment system was down due to the outage at Rogers.

It's not just individual Rogers customers who had headaches because of the service interruption. Many businesses and public services were unable to process debit card payments, and Interac transfers were also difficult, if not impossible.

Government services were also disrupted by the outage, including some Service Canada offices. The police forces of some large municipalities have also warned citizens that the outage could complicate calls to emergency services and that it is better to use a landline or another provider to avoid problems.

The networks [like Bell, Telus and Rogers] are interconnected, and that's why everyone is interested in knowing what really happened with the outage, noted the emergency measures expert at Prudent. Groupe conseil, Daniel Dancause, interviewed on the show D'abord l'info on ICI RDI on Saturday morning.

He insisted on the fact that companies that provide essential [telecommunications] services to the population should at least have a backup plan that will minimize the impact of outages.

According to specialist company Criterion Digital, reports of network outages have affected many parts of the country, including urban areas of Montreal, Toronto and Ottawa, southern British Columbia as well as New -Scotland and New Brunswick.

Twittering, the Minister for Innovation, Science and Industry said he had contacted the CEO of Rogers for him express the frustration of millions of Canadians.

François-Philippe Champagne says he has also spoken to the CEOs of Bell and Telus and that everyone is in solution mode, ready to help.

This situation illustrates why quality, diversity and reliability are key to our telecom network, he noted.

  • Subscribers wireless services: 11,297,000
  • Internet access service subscribers: 2,665,000
  • Ignite TV subscribers: 788,000

Source: Annual Report 2021 from Rogers

With information from CBC

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