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Rogers CEO explains cause of last week’s outage and apologizes to customers

Rogers CEO explains cause of last week’s outage and apologizes to customers
Aleksandr Zubkov / Moment / Getty Images

Last week, the world came to a halt as Rogers Communications experienced a major outage causing millions of people without service.

Internet and phone service went down for all Rogers customers, including those with Fido, chatr and Cityfone as phone providers. From phone service, Internet, debit cards, e-transfers, ATM machines, to even The Weeknd’s highly anticipated Toronto concert on Friday night… Everything had to be shut down due to the major outage.

While millions have been left wondering what exactly happened to cause this major outage, President and CEO of Rogers, Tony Staffieri, finally wrote to customers early Sunday morning to explain what caused this massive mishap:

“We now believe we’ve narrowed the cause to a network system failure following a maintenance update in our core network, which caused some of our routers to malfunction early Friday morning,” he explained. “We disconnected the specific equipment and redirected traffic, which allowed our network and services to come back online over time as we managed traffic volumes returning to normal levels.”

Having learned from the mistake, Staffieri promised that moving forward Rogers will implement the following:

  1. Fully restore all services
  2. Complete root cause analysis and testing
  3. Make any necessary changes

While many people are still upset at the lost time and opportunities they experienced from the outage, Rogers services have since been back up and running smoothly.

Were you negatively impacted by the Rogers network outage last week?

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