Rogers CEO announces new protocols and investment following major service outage

Rogers Communications announced measures on Sunday that it says will ensure that what happened during a nationwide service outage on July 8 does not happen again.

In a letter to customers, CEO Tony Staffieri described the company’s “enhanced reliability plan”.

Regarding 911 calls – which were interrupted in many parts of the country during the outage – he said Roger was working on a formal agreement with its competitors “to automatically switch 911 calls to each other’s networks – even in the event of a breakdown on the network of any operator. .”

On the wireless and internet front, he pledged that the company would “physically” separate these services to create an “always-on” network so the customer wouldn’t experience outages for both at the same time. – which happened to many on July 8.

Staffieri also said the company would invest $10 billion over the next three years in areas including monitoring, testing and artificial intelligence.

“I know it’s only through these actions that we can begin to restore your faith in Rogers and earn your trust back,” Staffieri said.

WATCH | The outage shows the need for a telecommunications plan B, analysts say:

Rogers outage shows need for plan B when wireless and internet services fail, analysts say

Monday, July 11 – The Canadian economy and everyday life are tied to our communications networks, and when they go down, as Rogers did for much of Friday, it won’t There’s no one-size-fits-all plan B to keep widely used — and vital — services online. We will talk about the need for a backup plan.

The letter to customers comes two days after Rogers sent a letter to Canada’s broadcasting regulator detailing the cause and immediate consequences of the service outage – which began early July 8 and for some customers s linger for days – which has left millions of Canadians without cellphones or internet. service.

Rogers told the Canadian Radio-television and Telecommunications Commission (CRTC) that the encryption of an update to its network removed a routing filter that “allowed all possible routes to the Internet to pass through routers”, which which flooded and overwhelmed the core network, causing it to stop processing Internet traffic altogether.

The letter met the CRTC’s deadline for Rogers to respond to questions about the outage, but it contains numerous redactions where Rogers would have provided more specific details.

On Monday, Rogers officials and numerous other stakeholders are due to appear before a parliamentary committee in Ottawa to further explain the cause of the outage and outline the steps they are taking to ensure it doesn’t happen again.