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Rogers says wireless service restored for 'vast majority' of customers

Last Updated Apr 19, 2021 at 9:25 pm PDT

A man speaks on a mobile phone outside Rogers Communications Inc.'s annual general meeting of shareholders in Toronto on April 22, 2014. THE CANADIAN PRESS/Darren Calabrese

Nation-wide service disruptions lasted most of the day Thursday

Customers experienced loss of voice services, data access, and home internet

VANCOUVER (NEWS 1130) –  Rogers says service has been restored for the “vast majority” of wireless customers who found themselves unable to call, text, or get online for most of the day Thursday.

In a Tweet, the company says only a small number of services with other carriers remain offline.

“We sincerely apologize for the inconvenience this outage has caused and thank you for your patience,” the company says in a Tweet.

Earlier in the day, Rogers said a software update was to blame for massive service disruptions affecting wireless customers across Canada.

In a letter to customers posted on the Rogers website, Chief Technology Officer Jorge Fernandes called the outage “unacceptable.”

“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,” the letter states.

Rogers is the parent company of this station.