Rogers to Now Give 5 Days of Credits for Outage: We Want to Earn Back Trust

Rogers announced on Tuesday afternoon it will be increasing the amount of bill credits given to customers, after its recent nationwide network outage.

The company previously said it would give two days of prorated credits, but now it has changed its tune in what it says is a move to earn back customer trust.

“We have been listening to our customers from across the country who have told us how significant the imparts of the outage were for them. We know that we need to earn back their trust, and as a first step, we have increased the value of the credit,” explained Rogers.

“We will be automatically crediting our customers with the equivalent of five days service. We will continue to work around the clock to restore Canadians’ confidence in us,” said the company.

A $55 plan for example divided by 30 days works out to $1.83. Multiply this by five days and that works out to $9.15 in credits.

Rogers was ordered to answer questions about the network outage by CRTC today.

Yesterday the federal government’s industry minister met with Rogers’ CEO and also those from Telus and Bell, in an effort to prevent a future nationwide outage, ordering all three incumbents to create a backup plan within 60 days.

The Rogers network outage last Friday crippled critical payment infrastructure, landlines, cellphones and internet for consumers and businesses for the day, with some seeing outages continue into the fifth day.