Home LATEST NEWS HIGH TECH Rogers CEO apologizes to customers affected by widespread outage

Rogers CEO apologizes to customers affected by widespread outage


He could not, however, say when service would return to normal.

The telecommunications giant announced earlier on Friday evening that its main network appeared to be restored and that some users were starting to have access to the service.

CBC learned that the work was progressing more slowly than expectedaccording to the company. Most of the affected services are still down and should recover slowly once full connection is restored.

Honestly, I don’t like to make assumptions. It’s too early to move onRogers Senior Vice President of Networks and Operations, Kye Prigg, previously said when asked when the issue would be fixed, in an interview with CBC.

We do not yet know the origin of the problemhe explained. We are focusing all our efforts on trying to understand where the problem is coming from and restoring service for our customers.

Two men consult cell phones.

According to Rogers, services are gradually resuming.

Photo: CBC/Alex Lupul

Many services are not accessible, whether payment platforms or emergency call numbers.

In a message to customers, Rogers wrote at the end of the evening: “Our wireless services are starting to recover and our technical teams are working hard to get everyone online as quickly as possible. »

Some consumers have raised the issue of a creditthe company said. We will give credit […] to all of our customers and will soon be posting more information on this subject.

Services from telecommunications companies that use Rogers infrastructure, such as Fido, Chatr and Tbaytel in Thunder Bay, were also down Friday.

Even a show from the singer the weekendwhich was scheduled to take place Friday night at the Rogers Center in Toronto, had to be postponed due to the impact of the outage at that stadium.

According to the specialized company Criterion Digitalreports of network outages have affected many parts of the country, including urban areas of Montreal, Toronto and Ottawa, southern British Columbia as well as Nova Scotia and New Brunswick.

The Communications Security Establishment, a federal agency, said earlier this evening that it had no reason to believe at this time that the outage was caused by a cyberattack.

Francois-Philippe Champagne.

Federal Minister François-Philippe Champagne (archives).

Photo: The Canadian Press/Sean Kilpatrick

On Twitter, the Minister of Innovation, Science and Industry said that he had contacted the CEO from Rogers to let him know of the frustration of millions of Canadians.

François-Philippe Champagne says he also spoke to CEO 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 concluded.

Service Canada said some of its offices, including passport offices, were affected by the outage.

The Border Services Agency has noted that travelers may not be able to submit their ArriveCAN form online. If so, they will need to complete a traveler contact information form prior to arrival.

Card payments affected

Merchants have also reported having problems with their credit or debit card payment terminals.

Customers from Tim Hortons, Home Hardware and McDonald’s reported that the Interac payment service was not working there.

In a press release, Interac assured that its service was currently not available online or at checkout. Interac e-Transfer was also largely unavailable, impacting the ability to send and receive payments.

The front of a supermarket with a message from the store management.

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

Photo: /TurnedNews.com / Marine Lefevre

Air Canada, public transportation services Metrolinx in the Toronto area and OC Transpo in Ottawa, as well as the Confederation Bridge are among the organizations that have reported difficulties due to the outage.

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In Toronto, it was impossible on Friday to pay for parking by card and unlock a shared bike from Bike Share Toronto. No unpaid parking fines were to be issued for the duration of the outage.

In businesses in the three northern territories, only credit card payments and cash were accepted.

Japsreet Singh, a cashier at the Circle K gas station in Yellowknife, said ATMs stopped working around 3 a.m. There are people who don’t have any money on them and are really angry.

Jaspreet Singh behind the cash register at the gas station.

Jaspreet Singh estimates the outage has cost him between $200 and $300 so far because customers can’t pay.

Photo: CBC/Sidney Cohen

Difficulty reaching 911; the 311 of Montreal inaccessible

While 911 call services continue to operate, several Toronto-area police departments say Rogers subscribers who want to call the number may not be able to do so.

Police services in Peel, west of Toronto, Edmonton and Winnipeg, in particular, advise calling from another telephone provider or a landline, or even going directly to the station. from police.

Several police services in Ontario warn users not to test their phone by calling 911. This blocks our phone system for people who really need emergency helpLondon police said on Twitter.

In Montreal, the 311 call service was not accessible, the City said on the same social network. Residents who need it are invited to use this service on its website.

Many social media users have taken to Twitter using other internet connections to express their frustration that Rogers has provided very little information to its customers.

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

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