Rogers Restore Services After Network Outage Caused by Ericsson SW Update

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Canada’s telecom major Rogers has confirmed that the company is able to restore wireless calls, SMS and data services for a vast majority of its customers after a mass outage that lasted several hours on Monday – was caused by a software update from Ericsson.

In a statement, Rogers Chief Technology Officer, Jorge Fernandes has confirmed that the company is able to pinpoint on the root cause for the outage.

“We have identified the root cause of the service issues and pinpointed a recent Ericsson software update that affected a piece of equipment in the central part of our wireless network. That led to intermittent congestion and service impacts for many customers across the country,” he explained in the statement.

He further added that, “We have addressed the software issue and our engineering and technical teams will continue to work around the clock with the Ericsson team to restore full services for our customers. We do not have an exact time yet as it may take us several hours to get everything back up and running normally. It’s important that we bring wireless services back up gradually as we return to full service. You have our full commitment that we will not rest until all services are restored.”

Network Outage

Explaining how and when the outage started, he informed, “Early this morning, our network operations centre started to see that some wireless customers were experiencing intermittent issues with voice calls, SMS and data services. Our TV, home and business wireline Internet, and home phone services were not impacted.

Especially during these times, we know how important it is to stay connected and how much you rely on our services for work, school and staying in touch.

The intermittent wireless service issues that started earlier this morning are unacceptable. On behalf of all of us here at Rogers, Rogers for Business, Fido, and chatr, I want to sincerely apologize for the significant impact and frustration that this has caused.

Our team of network experts, alongside our network partner Ericsson, are working hard to restore full service and have identified the root cause of the issue to help ensure it doesn’t happen again,” he added.

Rogers is a Canadian company that provides wireless, residential, sports, and media services to Canadians and Canadian businesses.


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