Rogers CEO announces new protocols and investment in wake of major outage

Rogers Communications on Sunday announced new steps it will take to avoid a repeat of what happened during the July 8 nationwide outage.

In a letter to customers, CEO Tony Staveri outlined the company’s “enhanced reliability plan” in response to the outage, which left millions in Canada without a mobile phone and internet access – some for days – and raised questions and concerns from the federal government and regulators.

On 911 calls, which went down in many parts of the country during outages, he said Rogers is working on a formal agreement with competitors “to divert 911 calls to each other’s networks automatically — even in the event of a blackout on any carrier’s network.”

Rogers said on his website that customers can call 911 without a SIM card at any time, but it’s unclear if that worked during the outage.

On the wireless and internet front, Staveri pledged that the company would “virtually” unplug these services to create an “always connected” network so customers wouldn’t experience outages for both at the same time — something that happened to many on July 8.

Watch | Analysts say:

Analysts say Rogers’ outage shows the need for Plan B when wireless Internet services fail

MONDAY, JULY 11 – The Canadian economy, and everyday life, are tied up in our telecoms networks, and when they go down, as Rogers did most of Friday, there is no global plan B to continue to use widely – and vitally – online services we’ll talk about the need for a backup plan .

Staveri also said the company will invest $10 billion over the next three years in things like supervision, testing and artificial intelligence.

“I know that only with these actions can we begin to restore your trust in Rogers and restore your trust,” Staveri said.

The message to customers comes two days after a letter was released by Rogers to the Canadian broadcasting regulator detailing the cause of the outage and its first-hand consequences.

Rogers told the Canadian Radio, Television and Communications Commission (CRTC) that the codec from an update of its network deleted a routing filter that “allowed all possible routes to the Internet to pass through routers,” flooding and flooding the core network, causing it to stop processing Internet traffic. completely.

The letter met a deadline by the CRTC for Rogers to answer questions about the blackout, but contains several revisions as Rogers is believed to have provided more specific details.

On Monday, officials from Rogers and a large number of other stakeholders are set to appear before a parliamentary committee in Ottawa to further explain the cause of the blackout and outline the steps they are taking to ensure it does not happen again.

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