So far all customers have received is an apology, following a significant Rogers outage that began early Friday morning and continued until late Sunday for many residents in the area.
Rogers president and CEO issued the apology yesterday, saying a network system failure following a maintenance update in the core network caused some of their routers to malfunction.
This caused disruptions and outages across the country, impacting phones, internet, cable, ATM’s, and more.
Rogers did say customers accounts will be proactively credited for the outage, but no further details on that was shared.
The full statement can be found below…
Written by: Kennedy Freeman
A Message from Rogers President and CEO
Dear Valued Customer,
As you know, we experienced a network outage across both wireless and wireline service on Friday.
I am reaching out to share that our services have been restored, and our networks and systems are close to fully operational. Our technical teams are continuing to monitor for any remaining intermittent issues. I also want to outline an action plan we are putting in place to address what happened.
I want to share what we know about what happened on Friday. We now believe we’ve narrowed the cause to a network system failure following a maintenance update in our core network, which caused some of our routers to malfunction. We disconnected the specific equipment and redirected traffic, which allowed our network and services to come back online over time as we managed traffic volumes returning to normal levels.
We know how much you rely on our networks and I sincerely apologize. We’re particularly troubled that some customers could not reach emergency services and we are addressing the issue as an urgent priority.
We will proactively credit your account for Friday’s outage. This credit will be automatically applied and no action is required from you.
As CEO, I take full responsibility for ensuring we at Rogers earn back your full trust, and am focused on the following action plan to further strengthen the resiliency of our network:
• Fully restore all services: While this has been nearly done, we are continuing to monitor closely to ensure stability across our network as traffic returns to normal.
• Complete root cause analysis and testing: Our leading technical experts and global vendors are continuing to dig deep into the root cause and identify potential steps to increase redundancy in our networks and systems.
• Make any necessary changes: We will take every step necessary, and continue to make significant investments in our networks to strengthen our technology systems, increase network stability for our customers, and enhance our testing.
We let you down on Friday. You have my personal commitment that we will do better.
Tony Staffieri
President and CEO, Rogers Communications
