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An updated message from Jorge Fernandes, Chief Technology Officer at Rogers

April 19, 2021

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Update: April 20, 2021 7 a.m. ET

To our valued customers – late yesterday afternoon and through the evening our wireless services were restored.

The root cause of the intermittent wireless service issue impacting our customers was a recent Ericsson software update. Our team at Rogers worked tirelessly with Ericsson to restore wireless voice calls, SMS, and data services and bring all customers back online as quickly as possible.

Connecting Canadians is at the heart of what we do, every day. Yesterday’s events did not meet the level of service we strive to provide to our customers. We know that there is a lot of uncertainty in your daily life right now. One of the things we don’t want you to have to worry about is staying connected. 

We know how much you rely on us and yesterday, we let you down. On behalf of all of us at Rogers, we sincerely apologize.

You have the commitment of our entire team, and our network partner Ericsson, that we will learn from what happened yesterday, to help ensure that this never happens again.

Sincerely,

Jorge

Jorge Fernandes
Chief Technology Officer
Rogers Communications



April 19, 2021

A message from Jorge Fernandes, Chief Technology Officer at Rogers

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?

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.

Sincerely,

Jorge Fernandes
Chief Technology Officer
Rogers Communications