Massive Rogers outage impacting internet, wireless across Canada

The outage appears to be concentrated in Ontario, but other provinces are experiencing issues too

Update at 9:39pm: Rogers says “services are starting to recover” in its latest update. Learn more here.

Update at 5:42pm: Roger has posted another update saying it has “every technical resource and partner fully deployed to solve the problem.”

However, there is still no word on when the issue will be fixed. Moreover, Rogers said it “will be proactively crediting all customers” and will share more details soon.

Update at 3:21pm: As we near hour 11 of the outage, Rogers shared an update on Twitter saying it was “making progress” towards a fix and apologized for letting customers down.

Update at 10:55am: Rogers provided MobileSyrup another statement via email:

“We are currently experiencing an outage across our wireline and wireless networks and our technical teams are working hard to restore services as quickly as possible. On behalf of all of us at Rogers, we sincerely apologize to our customers, and we will continue to keep you updated as we have more information to share, including when we expect service to be back up. Thank you for your patience as we work to resolve this issue.”

The company still has not provided a reason for the outage or an estimation of when it will be fixed. The outage began around 4:30am ET Friday morning.

Update at 9:20am: The @RogersHelps Twitter account shared a statement regarding the outage:

“We know how important it is for our customers to stay connected. We are aware of issues currently affecting our networks and our teams are fully engaged to resolve the issue as soon as possible. We will continue to keep you updated as we have more information to share.”

Rogers internet and mobile services are down for a large number of customers in Ontario and other provinces.

It’s not clear when the outage began, but reports began streaming in early Friday morning, with Ookla’s ‘Downdetector.ca’ reporting a spike starting around 4:30am. At 6:30am, Toronto police tweeted a warning that some Rogers customers may have difficulty calling 9-1-1 due to “technical difficulties” with the Rogers network.

Update 12:02pm: As noted by The Verge, a Cloudflare Radar report shows a sudden drop in communication between Cloudflare’s load-sharing network and Rogers right before 8:30am UTC (4:30am ET).

There was a spike in border gateway protocol (BGP) announcements for Rogers around the same time, which could indicate a change in routing. It’s unclear if this was part of why the network went down, or a symptom of the outage.

Update 1:57pm: Cloudflare has shared a more in-depth explanation of the Rogers issue and BGP, which you can read here.

Downdetector’s outage map shows some issues in B.C. and in Atlantic Canada, but the majority of the outage is concentrated in Ontario.

Rogers outage map, via Downdetector.ca

The Toronto Star reports that Fido customers are also impacted. It’s also worth noting that customers using internet services that run over Rogers’ network, like TekSavvy and Oxio, are also experiencing network issues.

CBC also reported that the outage impacts several travel and financial services, including Interac, the Confederation Bridge’s ability to process debit payments, and more.

The ‘@RogersHelps’ Twitter account has directed some users to check the company’s Community Forum for details about the outage. However, the page linked by the account doesn’t actually have any information available. Moreover, if you head to the company’s outage support page, the only way to get information is through Rogers’ support chatbot.

At the time of writing, the chatbot told me that “something went wrong” and that it would fetch a Live Chat agent to help. Some users reported difficulties with the chatbot and complained about the lack of publicly-available outage information on Rogers’ website.


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