Rogers CEO apologizes to customers affected by widespread disruption

However, he could not say when the service would return to normal.

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

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

Honestly, I do not like to assume. It’s too early to move onsaid Rogers Senior Vice President of Networks and Operations, Kye Prigg, earlier, when asked when the issue would be resolved, in an interview with CBC.

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

According to Rogers, services are being resumed gradually.

Photo: CBC / Alex Lupul

Many services are not available, whether it is payment platforms or emergency numbers.

In a message to customers late in the evening, Rogers wrote: “Our wireless services are starting to recover and our technical team is working hard to get everyone online as soon as possible.”

Some consumers have raised the issue of a creditsaid the company. We will give credit […] to all our customers and will soon publish more information on this topic.

Services from telecommunications companies using 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.

Number of Rogers subscribers by service:

  • Wireless subscribers: 11,297,000
  • Subscribers to Internet access services: 2,665,000
  • Ignite TV subscribers: 788,000

Source: Rogers 2021 annual report

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

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

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 he had contacted Manager from Rogers to tell him about the frustration of millions of Canadians.

François-Philippe Champagne says he also spoke Manager of Bell and Telus and that everyone is in solution mode, ready to help.

This situation illustrates why quality, diversity and reliability are the key to our telecommunications 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 must fill out a form for travelers’ contact information before arrival.

Card payments affected

Retailers 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 did not work there.

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

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

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

Photo: Radio-Canada / Marine Lefevre

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

In Toronto, on Friday it was impossible to pay for parking with cards and unlock a shared bike Bike Share Toronto. Unpaid parking fines were not to be issued for the duration of the outcome.

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

Japsreet Singh, a cashier at the Circle K gas station in Yellowknife, said ATMs stopped working around noon. There are people who have no money on them and are really angry.

Jaspreet Singh behind the cash register at the gas station.

Jaspreet Singh estimates that the interruption has cost him between $ 200 and $ 300 so far because customers are unable to pay.

Photo: CBC / Sidney Cohen

Hard to reach 911; 311 of Montreal unavailable

While 911 call services continue to work, several Toronto 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, especially recommend calling from another phone provider or landline or even going directly to the station from the police.

Several Ontario police services are warning users not to test their phone by calling 911. This blocks our phone system for people who really need emergency helpsaid London police on Twitter.

In Montreal, the 311 call service was not available, the city said on the same social network. Residents who need it are encouraged 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 his customers.

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

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