Rogers Explains What Caused its Network Outage: A Maintenance Update

Rogers has detailed what caused its nationwide network outage yesterday, according to its CEO in an shared this afternoon:

I also want to share what we know about what happened yesterday. We now believe we’ve narrowed the cause to a network system failure following a maintenance update in our core network, which caused some of our routers to malfunction early Friday morning. We disconnected the specific equipment and redirected traffic, which allowed our network and services to come back online over time as we managed traffic volumes returning to normal levels.

We know how much our customers rely on our networks and I sincerely apologize. We’re particularly troubled that some customers could not reach emergency services and we are addressing the issue as an urgent priority.

Rogers CEO Tony Staffieri also reiterated automatic bill credits are coming, saying “We will proactively credit all customers automatically for yesterday’s outage. This credit will be automatically applied to your account and no action is required from you.”

The CEO concluded, “We let you down yesterday. You have my personal commitment that we can, and will, do better.”

Last April, when Rogers suffered another daylong outage, the company blamed the cause on an Ericsson update.