“One hundred percent of our wireless customers have service across the country. And in terms of our cable, both at home and at business, less than one percent still experience what we would describe as intermittent issues,” he said. Staffieri in an interview with CTV’s Active New Channel. “But our teams are on it and we hope to resolve it within the hour.” The company said Friday night that services were “beginning to recover.” In a statement late Friday night, Staffieri said the company had made “significant progress toward bringing our networks back online” and apologized for the service outage. Staffieri told CTV News Channel that the cause of Friday’s outage was a “network system failure” following a maintenance update that took place late Thursday night into early Friday morning. The network outage affected many mobile and internet services, banks, debit markets, passport offices and Canada’s ArriveCAN app. “These are usually routine updates to our core network. This update caused some of the routers in our system to malfunction and that malfunction caused traffic overload. And as a result of that, the whole system just goes down and the network is down to our customers “, he said. After the problem was identified, Staffieri said technicians replaced the offending software, hardware and network configuration. “We’ve been working to address this all yesterday and all night to make these changes so we can move as quickly as possible to bring the network up,” Staffieri said. Rogers says it will automatically credit customers to make up for lost service. Staffieri says the company will also invest in building redundancy and resilience into its network to prevent future outages. “We’re proactively crediting those customers, but more importantly, we’re making sure we’re putting the money back to invest in the things they need to make sure they have that resiliency and redundancy in the network so they can be relied on and we can win trust in the Rogers network again,” he said. On Saturday morning, Rogers announced that service had been restored to the “vast majority” of its customers and said its technical teams were working to ensure the remaining affected customers were back online as soon as possible. However, the company said some customers may experience delays in regaining full service as traffic volumes return to normal. Interac said Saturday morning that e-Transfer and billing services had been restored. The payments network also said it will add another vendor to “enhance the redundancy of our existing network” after the Rogers shutdown. Several police forces say 911 services can take calls again, and the city of Montreal says its 311 information line is back up and running. In Ontario, GO Transit and Metrolinx said their electronic ticketing and electronic payment systems were back online Saturday morning. This isn’t the first time the Rogers network has faced service outages across Canada. In April 2021, there was an almost daily outage that affected wireless customers. The company attributed this outage to a problem caused by a software update. With files from The Canadian Press, CTVNews.ca’s Melissa Lopez-Martinez and Michael Lee
Following our previous updates, we have now restored service to 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 As Rogers has restored connectivity following a system outage, INTERAC services are now fully available. If you have any questions about a specific INTERAC e-Transfer or INTERAC Debit transaction, please contact your financial institution directly. — INTERAC (@INTERAC) July 9, 2022
