Management of Rogers failure is a ‘disaster’

The crisis management of the major failure at Rogers, which turned the Canadian digital network upside down on Friday, was catastrophic, experts are outraged

• Also read: General Outage: The Rogers network has been restored for the majority of customers

• Also read: The failure at Rogers has complicated shopping across the country

“They account for 25% of internet traffic in Canada, and 24 hours later [ils n’étaient toujours pas] can say why these systems were offline, regrets Luc Lefebvre, co-founder of Crypto.Québec, an organization specializing in computer security. It’s a communications disaster. »

Eventually…

Finally, late Saturday, Rogers released a statement saying the outage was caused by “a network system failure following a maintenance update to our core network.”

Connection had been restored for the vast majority of subscribers by morning.

As a result, services such as Interac and ArrivCan were paralyzed for almost 24 hours.

And as Le Journal reported on Saturday, that upheaval has forced businesses, in this case at least one Tim Hortons in Montreal, to offer products and services for free since consumers couldn’t pay with their debit cards.


Central Market Tim Horton's manager Inderpal Singh (left) and his associate Jasmandeep Singh donated several products as they were unable to offer direct debit payment.

Photo Nora T Lamontagne

Central Market Tim Horton’s manager Inderpal Singh (left) and his associate Jasmandeep Singh donated several products as they were unable to offer direct debit payment.

maintenance issue

According to analyzes by the telecommunications company, this maintenance problem has caused the routers to malfunction.

“We unplugged the devices in question and redirected traffic, which allowed our network and services to come back online over time while we managed to get volume levels back to normal,” wrote the Rogers president, Tony Staffieri.

At the same time, the Toronto company announced compensation, the amount of which is still unknown.

Credits are automatically added to all customer accounts.

Zero crisis management

“We call it crisis management. We have to develop scenarios B and C in case our regular plan doesn’t work,” says Bruno Guglielminetti, specialist in digital communication.

This mess can even pose significant security issues.

“There are people for whom this can be dangerous, problematic situations. If it’s systems like 911 […]we can ask ourselves questions,” adds the expert.

Rogers, which has 11.2 million mobile subscribers, did not respond to our interview request.


Rogers chairman Tony Staffieri said he was sorry on Friday.

Archive photo

Rogers chairman Tony Staffieri said he was sorry on Friday.

“We fell short today,” Chairman Tony Staffieri wrote on Friday.

– With the agency QMI

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