A major outage at Rogers affects many services

Rogers customers woke up on Friday morning to a very nasty surprise: the telecom giant’s services were down and we still knew very little about the reasons for the service disruption, which was still ongoing late in the afternoon. .

The situation also affects third-party services – notably the Interac payment network, several transport networks, and certain emergency services.

This was confirmed by an Interac spokesman via email on Friday morning. “There is a nationwide outage in a service provider’s telecommunications network that is affecting the availability of certain services,” she wrote. ” That [paiement par] Interac debit cards are not available online or at checkout. Interac e-Transfers are also largely inaccessible, limiting the ability to send or receive money. »

That’s a lot more information about the current outage than Rogers is divulging: A notice on the telco’s website says the outage affected both its wireless customers and its home, in addition to phone support and chat, but no further details.

“Our technical teams are working hard to restore services as soon as possible,” Rogers spokesman Zac Carreiro said via email. “We sincerely apologize to our customers and will continue to update you as we have more information to share, including when service will be restored. The company’s communications managers refer all requests for information two posts published on Twitter in the morning to repeat the same message.

At this time, the Toronto-based company is not disclosing the reasons for the outage, the number of customers affected, or when service might be restored.

lack of transparency

Several netizens and Rogers customers have reacted negatively to the company’s silence, at least one was outraged that “a general outage of more than 8 hours and you no longer have anything to tell us about the cause? “.

Others have noted that it’s a bit strange that a major financial network like Interac, which works with the country’s largest banks, doesn’t have a backup measure in case of a network failure, like a second supplier.

“The outage is a good example of the lack of competition in telecoms in Canada,” director of the master’s program in public policy at McMaster University, Vass Bednar, said in an interview with The Canadian Press.

Canada’s telecoms sector is dominated by three major carriers – Rogers, Bell and Telus – and their impact on the industry has long been a concern for industry experts.

According to Mme Bednar said the fact that many services, from 911 to public transit, were affected Friday morning proves the need for increased competition. “But if people aren’t switching providers today, or if new public options are suddenly popping up, there’s not much we can do right now other than maybe heed people’s anger and frustration,” she added.

Multiple episodes

The outage disrupted operations across Canada, including utility companies. Services from telecommunications companies that use Rogers infrastructure – in particular Fido and Chatr – are also not usable.

The lack of Interac services was particularly felt at Société Québécoise du Cannabis (SQDC) branches, where Interac payments were not working. Also in Quebec, the Festival d’été invited viewers to plan “the coup” on Friday night and bring credit cards and cash, which “will be the only means of payment accepted on the sites”.

After the outage, police in Toronto and Ottawa warned that 911 service could be impacted. In response to inquiries from The Canadian Press, the Montreal Police Service has stated that no problem has been identified.

Service Canada tweeted that “the outage at Rogers is affecting some call centers and offices, including passport offices.” For its part, the City of Montreal mentioned that its 311 phone system, which handles citizen inquiries, was down. In Quebec, the bike-sharing service has also been suspended because the Rogers network no longer allows the terminals to be connected, the Réseau de transport de la capital said.

Downdetector, a website that monitors outages, says people started reporting problems with Rogers’ service around 4:30 a.m. and by 7 a.m. there were 20,000 problems. Customers in Toronto, Kitchener, Moncton, Ottawa, and Mississauga experienced the most website reports, with 45% reporting a total outage, 29% mobile internet problems, and 26% landline problems.

At 3:30 p.m., more than 10 hours after the outage, the situation still did not appear to be on the way to recovery.

With the Canadian Press

To see in the video

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