The likely cause of the Rogers outages on Friday was a “network system failure,” according to the company’s CEO.
Tony Staffieri, the president and CEO, says all services have been restored and are close to fully operational, and that the company is implementing an action plan to address the outages.
“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,” Staffieri said in a statement.
“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.”
Staffieri says the company is working to address the fact that customers were unable to reach emergency services during the outage as an “urgent priority.”
The company is implementing a three-step action plan:
- Fully restore all services.
- Complete root cause analysis and testing.
- Make any necessary changes.
“We will proactively credit all customers automatically for yesterday’s outage,” Staffieri said. “This credit will be automatically applied to your account and no action is required from you.”
On Saturday, around 4 a.m. PDT Rogers tweeted that following the service restoration, some customers may experience a delay while traffic volumes return to normal.
Following our previous updates, we have now restored services for the vast majority of our customers and our technical teams are working hard to ensure that the remaining customers are back online as quickly as possible. pic.twitter.com/IobL7Dze6i
— RogersHelps (@RogersHelps) July 9, 2022
Friday evening, in a statement posted to Rogers’ website, Tony Staffieri, president and CEO of the company, said the company is still working to determine the cause of the outage.
“First, we are working to fully understand the root cause of this outage and we will make all the changes necessary to ensure that in the future we meet and exceed your expectations for our networks,” Staffieri said in a statement.
“Second, we will make this right for our valued customers. We will proactively apply a credit to all our customers impacted by the outage and will share more details shortly.”
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Laura Brougham
