The Rogers logo is photographed in Toronto on Monday, September 30, 2019. THE CANADIAN PRESS/Tijana Martin

The Rogers logo is photographed in Toronto on Monday, September 30, 2019. THE CANADIAN PRESS/Tijana Martin

Rogers says disruptive wireless outage caused by Ericsson software update

Experts say the intermittent wireless service issues left Rogers customers without phone or texting service

Rogers Communications Inc. says services for the majority of its customers have been restored after a massive outage caused by a software update from Ericsson.

The company says in a tweet late Monday that a small number of services with other carriers continued to come back online.

Chief technology officer Jorge Fernandes had said in a message on the company’s website earlier in the day that the company’s TV, home and business wireline internet, and home phone services were not affected.

Rogers — which is one of Canada’s big three wireless carriers along with Bell and Telus — owns a national wireless network that does business under the Rogers, Fido and Chatr brands.

Experts say the intermittent wireless service issues left Rogers customers without phone or texting services beginning early Monday, with broad economic ramifications across Canada.

In addition to personal communications, experts say the outage impacted business sales and services such as food delivery and curbside pickup, payments that require a wireless connection and the ability for people to work remotely.

“It’s a very big deal,” said Tyler Chamberlin, assistant professor at the Telfer School of Management at the University of Ottawa. “It can have very big consequences on our economy.”

The service interruption could also affect health, with some Rogers customers saying they had been unable to book or check in for medical appointments.

According to Downdetector, a website that tracks outages, problems were reported in most major Canadian cities.

Although the service disruption appeared concentrated in southern Ontario, an outage map suggested the service problems spanned the country from British Columbia to Nova Scotia.

The massive outage could flame concerns about telecommunications consolidation and costs in Canada, Chamberlin said.

“It’s infrastructure, it’s equipment and it’s going to fail here and there,” he said. “But the fact that we’re paying more than most of the consumers around the world would suggest that our tolerance for outages like this is probably quite limited.”

An investor page on the Rogers website indicates the telecommunications company provides both postpaid and prepaid wireless services to about 10.9 million consumer and business subscribers in the Canadian wireless market.

Some of those users expressed frustration on social media, noting that they rely on the wireless service as they work from home under ongoing COVID-19 restrictions.

“We’re in another major lockdown here in Ontario and economically that’s far less disruptive … than stopping people from being digitally connected,” Chamberlin said.

Toronto resident and communications specialist Rachael Collier, a Fido customer, said she first noticed her phone wasn’t working Monday morning when she tried to make a doctor’s appointment.

“I thought my call wasn’t going through because so many people are trying to get vaccines today,” she said during a Google Meet interview.

“Then I realized I couldn’t make any calls,” Collier said. “They’re saying it’s intermittent, but my phone hasn’t worked all day. It’s clearly an absolutely massive outage.”

With her home internet still working, Collier said she was able to work as usual. But she worried about how the wireless outage impacted people trying to get a COVID-19 vaccine.

“I’m concerned that on the first day of vaccination appointments basically opening, people who are relying on their phones to make an appointment have been cut off,” she said.

Milton resident Deep Mehta said he hadn’t had service for more than 12 hours.

“It’s frustrating because I’m trying to operate a business from home and that’s the number that everyone has,” he said. “I just had to take my son to the orthodontist and I couldn’t check in on my phone.”

Several emergency services organizations explained that while wireless customers could still place 911 calls during a service interruption, they were unable to receive a call back.

“People should still continue calling 911 for emergencies and remain on the line until an operator speaks to them,” Cpl. Caroline Duval, an RCMP spokeswoman, said in an email.

“They should also watch for updates/direction from their local police (including local RCMP where we are the police of jurisdiction) as well as Rogers for updates regarding affected areas.”

Rogers said on Twitter that is had been working around the clock with Ericsson to fix the problem.

“We sincerely apologize for the inconvenience this outage has caused and thank you for your patience.”

READ MORE: Rogers investigating after wireless customers complain of widespread outage

Brett Bundale, The Canadian Press


Like us on Facebook and follow us on Twitter.

Internet and Telecom

Just Posted

The bodies of Carlo and Erick Fryer were discovered by a local couple walking on a remote forest road in Naramata on May 10. (Submitted)
Kamloops brothers identified as pair found dead near Penticton

The bodies of Carlo and Erick Fryer were discovered by a local couple walking

Jane Long-Haggerty, a chartered accountant with a member of the Salvation Army Food Bank, hold up a cheque for $740. Long-Haggerty decided to cut her fees in half and ask her clients to donate whatever they felt they could to the food bank. The idea landed her a room full of food and $740 to the Salvation Army Food Bank. (Submitted)
Penticton accounting firm gives big return to food bank

Long-Haggerty said this year’s tax season showed how bad the pandemic has impacted everyone

Doses of the Pfizer coronavirus vaccine are seen being prepared on Wednesday, May 12, 2021, in Decatur, Ga. Hundreds of children, ages 12 to 15, received the Pfizer vaccine at the DeKalb Pediatric Center, just days after it was approved for use within their age group. (AP Photo/Ron Harris)
One death, 60 new cases of COVID-19 in Interior Health

The death is connected to the outbreak at Spring Valley long-term care in Kelowna

The manager and a worker at the Penticton Great Canadian Oil Exchange in front of the new sea-can. (Submitted)
Kelowna and Penticton oil recycling facilities get upgrades

The BC Used Oil Management Association provided grant funding for the upgrades

The SS Sicamous was decked out in poppies on Remembrance Day and lights at Christmas time. The Sicamous won’t be able to open again because of COVID restrictions. (Monique Tamminga - File photo)
The SS Sicamous was decked out in poppies on Remembrance Day and lights at Christmas time. The Sicamous won’t be able to open again because of COVID restrictions. (Monique Tamminga - File photo)
Penticton’s historic paddlewheeler likely won’t open for a second year

The SS Sicamous Society is getting lots of restoration work done during the closure

Prince Rupert was one of the first B.C. communities targeted for mass vaccination after a steep rise in infections. Grey area marks community-wide vaccine distribution. (B.C. Centre for Disease Control)
B.C. tracks big drop in COVID-19 infections after vaccination

Prince Rupert, Indigenous communities show improvement

Municipal governments around B.C. have emergency authority to conduct meetings online, use mail voting and spend reserve funds on operation expenses. (Penticton Western News)
Online council meetings, mail-in voting option to be extended in B.C.

Proposed law makes municipal COVID-19 exceptions permanent

A nurse prepares a dose of the COVID-19 vaccine in Kelowna on Tuesday, March 16. (Phil McLachlan/Black Press)
British Columbians aged 20+ can book for vaccine Saturday, those 18+ on Sunday

‘We are also actively working to to incorporate the ages 12 to 17 into our immunization program’

The Maritime Kitchen Party is featured in the B-Side, the Vernon and District Performing Arts Centre’s online series, May 13-16. (VDPAC photo)
B-Side keeps Okanagan musicians in Focus

Performing Arts Centre online concerts continue

The AstraZeneca-Oxford University vaccine. (AP/Eranga Jayawardena)
2nd person in B.C. diagnosed with rare blood clotting after AstraZeneca vaccine

The man, in his 40s, is currently receiving care at a hospital in the Fraser Health region

The. B.C. Court of Appeal granted a retrial to former Vernon man William Schneider, convicted of second-degree murder in the 2016 death of Japanese exchange student Natsumi Kogawa. The trial is set to begin May 24, 2022. (Vancouver Police Department photo)
Retrial date set for former Okanagan man’s murder conviction

William Schneider’s trial, connected to the death of Natsumi Kogawa, is set for May 2022

Brian Peach rescues ducklings from a storm drain in Smithers May 12. (Lauren L’Orsa video screen shot)
VIDEO: Smithers neighbours rescue ducklings from storm drain

Momma and babies made it safely back to the creek that runs behind Turner Way

Signage for ICBC, the Insurance Corporation of British Columbia, is shown in Victoria, B.C., on February 6, 2018. THE CANADIAN PRESS/Chad Hipolito
$150 refunds issued to eligible customers following ICBC’s switch to ‘enhanced care’

Savings amassed from the insurance policy change will lead to one-time rebates for close to 4 million customers

Police investigate a fatal 2011 shooting in a strip mall across from Central City Shopping Centre, which was deemed a gang hit. The Mayor’s Gang Task Force zeroed in on ways to reduce gang involvement and activity. (File photo)
COVID-19 could be a cause in public nature of B.C. gang violence: expert

Martin Bouchard says the pandemic has changed people’s routines and they aren’t getting out of their homes often, which could play a role in the brazen nature of shootings

Most Read