October 9, 2013 7:12pm
If you’re one of the 9 million Rogers Wiress customers you might be currently experiencing difficulty sending or receiving phone calls, texts, emails or surfing the web. Customers have taken to Twitter, plus other social avenues, and stated their having connectivity issues.
Rogers has taken to Twitter and declared that ‘We have reports of voice service interruptions affecting wireless customers in ON & QC. We apologize and are working to resolve ASAP.’ However, customers across Canada in various provinces have reported issues.
This also impacts Fido and Chatr customers, too.
Update – 8:02pm: As expected from the comments, Rogers has now confirmed the outage is national, not just limited to Ontario and Quebec. “We are experiencing a wireless outage nationally, affecting voice and some SMS service. We apologize & are working to resolve it ASAP.” Unfortunately there’s still no ETA on the service being restored.
Update – 8:21pm: Interesting heat map of the Rogers outage from CanadianOutages. This info is based on thousands of reports, which still have no root cause to the problem, but shows where most of the customers with problems are located.
Update – 9:11pm: We’ve been receiving various tips that service is slowly being restored. Customers are now able to receive calls, texts… (Ontario, Alberta, BC).
Update – 9:42pm: A press release was just issued:
“Rogers is experiencing a wireless outage affecting voice and some SMS services across the country. Data services are not affected. We are investigating the root cause and services are gradually resuming. At this time we do not have an estimate as to when full service will be restored. We sincerely apologize to our customers for the inconvenience. We are still experiencing service interruptions in some areas and we encourage customers to use a wireline telephone if they need to reach emergency services.”
Update – 9:51pm: Rogers website is finally back online with the message of “We are experiencing a national wireless outage affecting voice and some SMS services. Data services not affected. Services are gradually resuming. We sincerely apologize to our customers and will let you know when service fully resumes.”
Update – October 10th at 1:43am: Another press release has been issued, this time with a quote from Nadir Mohamed, President and CEO of Rogers: “I recognize this service interruption was unacceptable for our customers. We worked as quickly as possible to restore service and it was gradually restored over the course of the evening. I sincerely apologize to all of our customers for this significant inconvenience and appreciate their understanding and patience.”
As a token off their appreciation, Rogers notes that they are ‘continuing to investigate the root cause of the issue to help ensure it doesn’t happen again’ and ‘To thank our customers for their patience, Rogers and Fido will proactively credit all of its postpaid wireless customers for one day of service.‘
No word on any credits coming to all the prepaid customers on either Rogers, Fido or Chatr.
Update – October 10th: Rogers has just posted on Twitter that Prepaid users might be in luck: “We’re exploring how to compensate pay as you go customers for last night’s service interruption. Stay tuned.’
Update – October 10th at 9:05pm: Rogers has decided to also credit prepaid users with 1-day of free service. “To thank you for your patience & understanding, we’ll proactively credit all of prepaid & postpaid wireless customers for 1 day of service.” This is for Rogers Wireless, Fido and Chatr customers.
Let us know in the comments…