TORONTO – Rogers’ network is now fully operational following the nationwide outage last Friday, according to a letter posted on the company’s website from its president and CEO Tony Staffieri.
“Our network outage last Friday was unacceptable,” the letter says. “Simply put, we failed on our promise to be Canada’s most reliable network.”
After confirming Rogers’ network is back up, Staffieri said company’s customer service representatives have also caught up on a backlog of issues.
He further made a personal commitment that the company “will make every change and investment needed to help ensure that it will not happen again,” and noted they “will implement what is needed to ensure that 911 and essential services can continue, no matter what outage may occur.”
Rogers is currently offering customers a credit equivalent to five days of service as compensation.
The government and the CRTC also want to make sure another outage like this does not happen again and if one does, that there is a plan in place for how it should be dealt with to mitigate the damage.
As a first step, the CRTC sent Rogers a letter yesterday asking for a detailed report on what happened and why. The CRTC is also asking for detailed information on things such as the impact the outage had on emergency services.
The government meanwhile has compelled several major Canadian telecommunications service providers to come to an agreement within 60 days to improve network resiliency. The agreement will cover mutual assistance during outages, emergency roaming and communication protocols in times of crisis.
Meanwhile, the Standing Committee on Industry and Technology is scheduled to meet on Friday about a request from four members to undertake a study on the outage.
