Rogers Canadian Telecommunications is experiencing a major outage affecting landlines, cellular connections and internet connectivity across Canada which began early this morning. Downdetector listed thousands of reports for issues that flooded in when people started getting up around 5 a.m. and couldn’t log in.
Rogers first addressed the outage in a tweet from his official support account just before 9am ET, then went silent for a few hours. Friday afternoon, the the company tweeted that its technical teams are working to restore services “alongside our global technology partners, and are making progress”.
Late Friday evening, Rogers CEO and Chairman Tony Staffieri posted a letter to Canadians on the company’s website.
We know you rely on Rogers to connect to emergency services, make payments, serve your customers, connect with your work and stay in touch with friends and family. We take this responsibility very seriously and today we let you down. We can and will do better.
As you know, we experienced a network outage on both wireless and wired services which started early this morning.
We have made significant progress in bringing our networks back online and many of our wireless customers are beginning to see services return. We do not yet have an ETA on when our networks will be fully restored, but will we continue to share information with our customers while we restore full service.
We know that going an entire day without connectivity has a real impact on our customers and all Canadians. On behalf of all of us here at Rogers, Rogers for Business, Fido, chatr and cityfone, I sincerely apologize for this service disruption and the impact it is having on people coast to coast. .
As our teams continue to work to resolve the situation, I want to make two commitments to you:
First, we are working to fully understand the root cause of this outage and will make any necessary changes to ensure that going forward we meet and exceed your expectations for our networks.
Second, we will make it right for our valued customers. We will proactively apply credit to all of our customers affected by the outage and will share more details shortly.
I take full responsibility for ensuring that we, at Rogers, regain your full trust and are once again here to connect you to what matters.
President and CEO
There is still no ETA for a full restore. In another tweetthe company promised it would “proactively credit all customers” and said it had “all technical resources and partners” working to restore its network.
CBC reported Friday night that people are starting to see their home internet and wireless services return, while Cloudflare Radar data shows traffic is starting to flow back to and from the Rogers network, although still far from usual levels. .
Data from Cloudflare, a content delivery network and DDoS attack mitigation company that helps many high-traffic sites manage their operations, shows that communication between its load-sharing network and Rogers in Canada presents its normal nighttime pattern before dropping to zero at about 3 a.m. 4am ET and recording a flatline since. At the same time, there was a massive spike in Border Gateway Protocol (BGP) announcements for the network that indicate routing changes.
In a blog post published Friday afternoon, Cloudflare staff speculated that the outage was the result of an internal error at Rogers, as opposed to a cyberattack or some other cause. They cited this pattern of BGP advertisements, noting that with the Rogers network no longer advertising its presence, the rest of the Internet cannot find it. BGP is a fundamental piece of technology that helps move information from one place to another on the Internet, and a problem with BGP routing information was the cause of a massive Facebook network outage last fall.
NOTICE: Accessing My Service Canada Account with GCKey and using multi-factor authentication with text or voice message is temporarily unavailable due to an Internet outage in Canada. Thank you for your patience.
— Service Canada (@ServiceCanada_E) July 8, 2022
The breakdown has also disconnected Interacthe network used by Canadian banks, disabling debit cards, ATMs and e-transfer services that recently saw over a billion transactions in a year.
Passport offices and The Revenue Agency collecting taxes in Canada are among the government services that are unavailable today due to the outage. The two agencies also warned users that the outage cuts off multi-factor authentication codes sent by voice or text message, so people who are logged out may not be able to log in at this time.
Even the Canadian Radio-television and Telecommunications Commission (CRTC), which regulates broadcasting and telecommunications, says her phones don’t work due to the breakdown.
NetBlocks Internet Network Disruption Tracker real-time shared data showing that Canada’s national connectivity has dropped to just 75% of normal levels.
ℹ️ Update: the Internet and telecommunications outage in #Canada is ongoing, with a quarter of the country’s observable connectivity currently down; metrics show high impact on Rogers/Fido and a number of smaller network providers pic.twitter.com/HbcoM7PRKB
—NetBlocks (@netblocks) July 8, 2022
A CBC News report noted that Rogers subsidiary Fido was also having trouble. The article says problems have plagued card payment processing and ATMs across Canada. A CBC radio station in Kitchener, Ontario is also offline, and certain telephone services for the Ottawa Transit Agency have been eliminated. Footage from Toronto shows people crammed into cafes or heading to the library to access Wi-Fi now that their other options are offline.
TekSavvy Customer Service told customers outage expands to ‘Ontario, Quebec and Eastern Provinces’, with no ETA for resolution, while CBC reports Thunder Bay operator Tbaytel says Rogers outage is at national scale.
Toronto Police tweeted early in the morning after some people in the city had connection issues when calling 911. “The Rogers network is experiencing technical difficulties,” the Toronto Police Operations Twitter account said. “We are working to resolve these issues.” In a follow-up tweetpolice confirmed that their 911 center is operational and advised anyone who needs to call to stay on the line if they connect and to try again if they don’t.
INTERAC e-Transfer services are not available at most financial institutions, which impacts the ability to send and receive payments. We await updates from Rogers on their resolution.
— INTERAC (@INTERAC) July 8, 2022
Some may have issues with CRA’s Multi-Factor Authentication, due to technical difficulties with their mobile provider. In order to avoid being locked out of your account, if you do not immediately receive your one-time password during the login process, please do not try again.
— Canada Revenue Agency (@CanRevAgency) July 8, 2022
Update at 9:52 a.m. ET: Added Bank of Montreal information
Update at 11:20 a.m. ET: Outage noted, added information from Cloudflare Radar, TekSavvy and Tbaytel
Update at 11:33 a.m. ET: Added statement from Rogers
Update at 12:40 p.m. ET: Added latest NetBlocks update
Update at 1:31 p.m. ET: Added additional information on the Interac banking network, — thank you, mbarriault.
Updated at 2:13 p.m. ET: Added information on CRTC, Passport Offices and Tax Services Outage.
Updated 3:39 p.m. ET: Added Cloudflare’s notes on BGP as a possible cause of the outage, along with Rogers’ statement that they are “making progress” in resolving the issue.
Update at 11:47 p.m. ET: Added statement from Rogers CEO and noted that services are coming back online, slowly.