Rogers facing national wireless outage Monday morning

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Rogers says it is working to fix a wireless service outage across the country. The disruption is affecting cell voice and data services.

In a tweet, at 5:39 PM (Apr 19, 2021), the @RogersHelps account stated that “no estimated time of resolution has been provided yet, however, we continue to work diligently to get this wireless service interruption resolved as soon as possible. Sorry for the inconvenience this is causing you during these already difficult times. -^rm”.

A notice from Jorge Fernandes, Chief Technology Officer at Rogers, states that a software update issue has caused the outage.

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.

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.

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.

https://twitter.com/RogersHelps/status/1384200104555401216