A failure at Rogers complicates purchases across the country

A major outage on the Rogers network meant that debit transactions could not be completed across the country all day yesterday, causing headaches for both consumers and merchants.

• Also read: Return of Rogers Services

“I checked our internet connection and all of our payment systems before finally an hour later and I found that the problem wasn’t ours,” said Ji Yu Wang, a cashier at a fruit store in Montreal.


Ji Yu Wang, a cashier at a fruit store, quickly realized that the problem wasn't with the store.

Photo Nora T Lamontagne

Ji Yu Wang, a cashier at a fruit store, quickly realized that the problem wasn’t with the store.

Like many customer service representatives, he then spent his day explaining to confused customers that only credit or cash purchases were possible due to the Canadian telecom company’s outage.

“The world was so confused today,” confirms the money changer at the Parc metro station in Montreal, where about half of the travelers are used to paying by debit card.

Several workers spoke of grumpy customers who only had a debit card and no cash.

About $1000 loss

“This morning was chaotic. We had to serve a lot of people for free because the line was long and there was crying,” says Fatima, who works at Tim Hortons in Central Market.


One of the many posters touting the failure of Rogers that crippled debit payments.

Photo Nora T Lamontagne

One of the many posters touting the failure of Rogers that crippled debit payments.

Store manager Inderpal Singh estimates he lost about $1,000 in sales due to the computer problem.

“We always want to offer the best service and Rogers prevented us from doing that,” he regretted.

Posted at the entrance of a Costco on the island, Victor— Morales was responsible for informing customers to avoid nasty surprises.

By the end of the day, the multinational’s employee had stopped counting the number of those who had turned away without being able to do their shopping.

A lot of questions

The outage in question began around 2am yesterday.

At the end of the evening, Rogers indicated that his wireless services are starting to work again and that his technical teams are “working hard to get everyone back online as soon as possible.”

In the meantime all kinds of services were paralyzed (see opposite), from the cellular network of Rogers’ 11.2 million customers to ArriveCan’s sign-up forms.

All types of services affected

A long day without internet

More than 11 million Canadians who subscribe to Rogers wireless services and 2.6 million who have Rogers as their Internet service provider lost communications yesterday. Note that Rogers also owns Fido and Chatr.

Another glitch to return home

Another hurdle for travelers is that they may find it difficult to fill out the form to enter the country through the ArriveCAN app. Instead, the Canadian government suggested they print out a form and have a printed copy of the vaccination record.

No commune car

Yesterday it was not possible to reserve a Flex car or take ownership of a vehicle directly in the application of the Communauto carsharing service.

911 emergency call in Ottawa and Toronto

The police reported communication problems with emergency calls due to the outage. “From the moment 911 is called, the operation is 100% efficient,” said Montreal Police Department Public Relations Officer Mariane Allaire Morin.

The 311 service too

The telephone line used to communicate with the city of Montreal was down. Montrealers have been asked to use a form on the website in the meantime.

The Weeknd postponed

Singer The Weeknd was due to perform at Toronto’s Rogers Center last night… until technical issues related to the cancellation prevented the concert, which is being rescheduled.

Leave a Comment