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Rogers President issues apology

Rogers President issues apology

For millions of Canadians the Rogers outage had them scrambling to the basement looking for old DVR players to fill the time before service was restored. For bundled customers it meant no phone, no internet and no TV at all. It also meant no 911 calling ability which is a serious issue that Rogers promises to address. Already the NDP are calling for the government to kill the proposed Rogers merger with Shaw, arguing that removing one player from the Canadian digital universe is exactly what is not needed. Tony Staffieri, Rogers CEO posted an apology on the company’s website Saturday.

To our valued customers and all Canadians,

I am reaching out to share that our services have been restored, and our networks and systems are close to fully operational. Our technical teams are continuing to monitor for any remaining intermittent issues. I also want to outline an action plan we are putting in place to address what happened.

I also want to share what we know about what happened yesterday. 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. 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.

We know how much our customers rely on our networks and I sincerely apologize. We’re particularly troubled that some customers could not reach emergency services and we are addressing the issue as an urgent priority.

We will proactively credit all customers automatically for yesterday’s outage.  This credit will be automatically applied to your account and no action is required from you.

As CEO, I take full responsibility for ensuring we at Rogers earn back your full trust, and am focused on the following action plan to further strengthen the resiliency of our network:

  1. Fully restore all services: While this has been nearly done, we are continuing to monitor closely to ensure stability across our network as traffic returns to normal. 
  2. Complete root cause analysis and testing: Our leading technical experts and global vendors are continuing to dig deep into the root cause and identify steps to increase redundancy in our networks and systems. 
  3. Make any necessary changes: We will take every step necessary, and continue to make significant investments in our networks to strengthen our technology systems, increase network stability for our customers, and enhance our testing. 

We let you down yesterday. You have my personal commitment that we can, and will, do better.  

Tony Staffieri
President and CEO, Rogers Communications

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