Canada

Some service resuming following Rogers outage

Company says it has identified 'root cause' of issue

A sign is pictured on top of the Rogers Communications Inc. building in Toronto.

Rogers was getting back up and running on Monday night after its Canadian wireless customers reported widespread outages throughout the day.

A recent software update sparked the problems, the communications giant said.

Wireless, SMS and data services were starting to resume, Rogers said, but a complete return of service was expected to take several more hours.

Some Rogers customers said they had not been able to make phone calls, text or use data since midnight.

It was not clear how many people were affected by the Canada-wide outage.

Rogers provided an update around 1:40 p.m., saying they “are working hard to restore services for customers who continue to experience wireless interruptions.”

The company said residential and business wireline Internet services weren’t impacted.

Shortly before 6 p.m., the company issued a message from Jorge Fernandes, chief technology officer.

“The intermittent wireless service issues that started earlier this morning are unacceptable,” Fernandes said, adding, “I want to sincerely apologize for the significant impact and frustration this has caused.”

The software issue was addressed and Rogers’ engineering and technical teams would continue to “work around the clock” to restore services for our customers,” Fernandes said in the company statement, adding there was no immediate timeline as to when services might be restored.

At around 8 p.m., Rogers announced service was beginning to return to normal, though it was expected to take “several more hours for all customers and regions to return to full service.”

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