Rogers customers across Canada hit with unexpected outages, Chief Technology Officer issues apology

To our valued customers,

Especially during these times, we know how important it is to stay connected and how much you rely on our services for work, school and staying in touch.

The intermittent wireless service issues that started earlier this morning are unacceptable. On behalf of all of us here at Rogers, Rogers for Business, Fido, and chatr, I want to sincerely apologize for the significant impact and frustration that this has caused.

Our team of network experts, alongside our network partner Ericsson, are working hard to restore full service and have identified the root cause of the issue to help ensure it doesn’t happen again.

This situation is continuing to evolve, and I wanted to share what we know so far:

When did this start?

We’ve identified the root cause of today’s intermittent wireless outage and are continuing to work hard to restore full service for our customers. The latest from Rogers CTO, Jorge Fernandes: https://t.co/OUk5Kn51iX pic.twitter.com/ZsBcspPYga

— Rogers News (@AboutRogers) April 19, 2021

Early this morning, our network operations centre started to see that some wireless customers were experiencing intermittent issues with voice calls, SMS and data services. Our TV, home and business wireline Internet, and home phone services were not impacted.

What happened?

We have identified the root cause of the service issues and pinpointed a recent Ericsson software update that affected a piece of equipment in the central part of our wireless network. That led to intermittent congestion and service impacts for many customers across the country.

What are you doing about it?

We have addressed the software issue and our engineering and technical teams will continue to work around the clock with the Ericsson team to restore full services for our customers. 

When will services be restored?

We do not have an exact time yet as it may take us several hours to get everything back up and running normally.  It’s important that we bring wireless services back up gradually as we return to full service.  You have our full commitment that we will not rest until all services are restored.

How can I be updated?

We will continue to provide updates every few hours. Please visit Rogers.com or any of our social media channels for the most up to date information.