Services began slowly recovering at around 9:30 p.m. EST.
“I want to sincerely apologize for this service interruption and the impact it is having on people from coast to coast to coast,” said Tony Staffieri, Rogers chief executive officer, in the letter.
The apology came more than 15 hours after the outage began at 5 a.m. EST. Throughout the day, communication lines were impacted at government agencies, emergency services, businesses, financial institutions and, of course, remote workers.
Additionally, regional communications service providers that use Rogers’ network to provide services were also affected. Ontario-based TekSavvy reported that its internet services were down across Ontario and Quebec.
Meanwhile, it was business as usual at Bell and Telus. But Telus warned that some users in Ontario may experience slower than normal data speeds due to increased usage by those without access to home internet service.
In the letter, Staffieri said that the company is working to “fully understand the root cause of this outage” and to ensure that it won’t happen again.
Staffieri also reiterated Rogers’ commitment to apply a credit to its customers, a promise released in an update during the outage.
Read the full timeline and the scale of the outage in our previous coverage.