Rogers issues apology after mass outage

Rogers Communications issued a public apology after its massive network outage left millions of Canadians and businesses without internet and mobile services on July 8.

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.

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Tom Li
Tom Li
Telecommunication and consumer hardware are Tom's main beats at IT World Canada. He loves to talk about Canada's network infrastructure, semiconductor products, and of course, anything hot and new in the consumer technology space. You'll also occasionally see his name appended to articles on cloud, security, and SaaS-related news. If you're ever up for a lengthy discussion about the nuances of each of the above sectors or have an upcoming product that people will love, feel free to drop him a line at [email protected].

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