NW Week

Thursday, December 7, 2023

CRTC to look into “root cause” of network failure in Rogers outage

Rogers outage: The CRTC will look into the "root cause" of the network malfunction.

Key Takeaways:

  • The Rogers Communications outage on Friday, which left customers and businesses without phone or internet service for hours, will be investigated by Canada’s telecom regulator.
  • Champagne noted that to begin enhancing resilience, the Canadian telecom sector must formalize a pact within 60 days of Monday.
  • According to Rogers, the “vast majority” of clients are now online. Rogers stated that a network system failure during a maintenance outage was to blame for the outage.

Canada’s telecom regulator will examine the Rogers Communications outage on Friday that left users and companies without telephone or internet access for hours.

The Canadian Radio-television and Telecommunications Commission (CRTC) choice conduct an investigation into the outage to determine its cause and how to increase the resilience of Canada’s telecom networks, according to Technology and Industry Minister Francois-Philippe Champagne on Monday.

According to Champagne, Rogers will cooperate with the investigation because it is in the “national interest,” and a report outlining extra measures to increase resilience will be produced.

Before you can find a solution, you must comprehend the nature of the issue, he stated. “That is the next logical step.”

Global News was informed on Monday by the CRTC that “it endorses the minister’s announcement made today” and that “more to be spoken on the topic” on Tuesday.

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Champagne added that he required the Canadian telecom industry to formalize a deal within 60 days of Monday to start improving resilience. By the agreement, they would have to consider how to implement emergency roaming if their networks go down once more, enabling emergency services to continue operating by utilizing other providers. They would also have to develop a communication protocol to better tell the people and authorities and offer mutual support during outages.

He claimed that the agreement is comparable to what the Federal Communication Commission (FCC) of the United States accomplished on July 6 to increase network resilience in emergencies. The NDP and Conservatives had urged the Liberal government to look into the Rogers outage to prevent a repeat.

Bell and Telus were ready to assist Rogers during its outage. Still, Champagne told Global News’ Abigail Bimman on Monday that the government wants that “codified” so there will be a clear procedure if such a breakdown occurs again. He claimed that every telecom company he contracted with was willing to enter into such a deal.

However, he also acknowledged that because Friday’s outage was a Rogers internal problem, there was nothing the other telecom juggernauts could do right away to help, raising the question of whether mutual support would be helpful in all circumstances.

Rogers outage: The CRTC will look into the "root cause" of the network malfunction.
Rogers outage: The CRTC will look into the “root cause” of the network malfunction. Image from Damrea

Following a nearly hour-long discussion with Canada’s telcos, including Rogers, Bell, and Telus, Champagne made the announcements on Monday at a press conference. Champagne claimed that he voiced his displeasure with the outage of the services and his expectation that customers would be promptly compensated during the call.

According to Champagne, he informed the Canadian executives that the most recent disruption was “unacceptable — period.”

Early Friday morning saw, the outage started, which lasted over 15 hours and affected Canadians who work from home and Interac payments, healthcare, and law enforcement. There are still outages in several areas.

According to Rogers, the “great majority” of clients are back online, who claimed that a network system breakdown caused the outage during a maintenance outage. According to CEO Tony Staffieri, the company promised to reimburse clients for the interruption in their subsequent bills. The amount will be calculated “pro-rated basis based on the outage duration.”

As trading reopened on Monday, the company’s stock fell by about 4.6%.

However, the outage has drawn attention to the weakness of Canada’s cellular and internet network, controlled by three big firms. The disruption is also thought to impact Rogers’ chances of completing its proposed merger with Shaw Communications, further decreasing the number of telecom firms operating nationwide.

Source: Global News

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