UPDATE: Rogers Restores Services To ‘Vast Majority’ Of Customers
Rogers says it has restored services for the “vast majority” of customers affected by a widespread network outage on Friday.
In a tweet posted by the telecom giant around 7 a.m. Eastern Time on Friday, it said technical teams were working hard to get the remaining customers back online as quickly as possible.
“As our services come back online and traffic volumes return to normal, some customers may experience a delay in regaining full service,” reads the tweet.
It is still unknown what caused the outage or how long it will take to restore services to everyone, but Rogers said it will proactively credit all affected customers, adding that more information will be shared soon.
The day-long outage affected internet, TV, home phone and wireless services since early Friday morning, with Downdetector reporting a massive spike in reported issues shortly after 4:30 a.m. Eastern Time. It also affected wireless providers Fido, chatr and cityfone, which use the Rogers’ network.
Rogers first acknowledged the problems in a tweet shortly before 9 a.m. Eastern Time.
“We are aware of issues currently affecting our networks and our teams are fully engaged to resolve the issue as soon as possible. We will continue to keep you updated as we have more information to share,” said the tweet.
In a statement issued late Friday evening, Rogers president and CEO Tony Staffieri said he takes full responsibility for ensuring the company earns back the trust of consumers.
“We know going a full day without connectivity has real impacts on our customers and all Canadians,” wrote Staffieri. “On behalf of all of us here at Rogers, Rogers for Business, Fido, chatr and cityfone, I want to sincerely apologize for this service interruption and the impact it is having on people from coast to coast to coast.”
Staffieri said they are committed to fully understanding the root cause of the outage and will make “all the changes necessary to ensure that in the future we meet and exceed your expectations for our networks.”
The nationwide Rogers outage also impacted Tbaytel’s Mobility network.
“We apologize and recognize that the Mobility outage was frustrating and disruptive to your day. Unfortunately, this outage inconvenienced you and customers across the country,” stated Tbaytel on its Facebook page Saturday morning. “A proactive credit for the time of the outage will be issued to our Tbaytel Mobility postpaid customers. Your invoice will be automatically credited next month. You do not need to contact us.”
Interac services were also impacted by the Rogers outage.
Some people reported that they could send or receive e-transfers, while others were not able to take money out of their banks, and many businesses were only able to accept cash.
In a tweet around 10 a.m. Eastern Time on Saturday, Interac confirmed its services had been restored.
“As Rogers has restored connectivity after their system wide outage, INTERAC services are now fully available,” read the tweet.
We have made progress towards bringing our networks back online & many of our wireless customers are seeing services return. I take full responsibility for ensuring we at Rogers earn back your trust & are there to connect you to what matters. Read more: https://t.co/W4Nj20Bauk
— Rogers News (@AboutRogers) July 9, 2022
As Rogers has restored connectivity after their system wide outage, INTERAC services are now fully available. If you have any questions about a specific INTERAC e-Transfer or INTERAC Debit transaction, please contact your financial institution directly.
— INTERAC (@INTERAC) July 9, 2022