We’re committed to offering a dependable experience, working around the clock to help keep our customers connected. However, some temporary service interruptions may happen due to planned activities (i.e., network upgrades) or unexpected events like construction work or extreme weather. Here’s everything you need to know about service interruptions.
* For information about service interruptions, visit Network Outages.
A residential service interruption is any disruption to the regular functions of your internet, TV or home phone service. Sometimes only a part of the service is temporarily affected, such as access to a specific TV channel or an aspect of your experience, like internet speed or TV picture quality. In the most extreme cases, the service may not be available at all for a period of time.
A service interruption can be planned or unplanned. To learn more about service interruptions that happen when the network is being upgraded or maintained, visit FAQs about Planned Network Maintenance. If you were previously notified about fibre network enhancements in your neighbourhood, visit More fibre-power is coming your way.
Even when a service interruption is unplanned, our teams have plans in place to address and resolve issues quickly. The time to restore services varies depending on the nature and scope of the interruption. In some instances, such as a power outage impacting Rogers equipment, we may simply have to wait for power in the area to be restored.
The best and easiest way to check for interruptions in your area is by visiting our Network Help & Outages page.
If you’ve shared your preferred contact information with us, we’ll notify you by text or email once we’re aware of a service interruption in your area. We’ll also send you a message once it’s restored. To get these notifications, visit MyRogers make sure your email and phone number are updated under Account Settings.
If you are a Rogers Together With Shaw customer, you can find out about service outages by logging in to My Rogers (Shaw) online or with the My Rogers (Shaw) app. Once logged in, you'll find a banner at the top of the browser or app if there’s an outage in your area.
As soon as a service interruption is detected, our crews and teams come together to find the root cause and resolve the interruption as quickly as possible. This typically means that one or more technicians are dispatched to assess the situation on the ground, while constantly communicating updates to our control tower until a solution is found.
We actively monitor our network performance and invest in ongoing enhancements to deliver dependable performance, today and tomorrow. Our continuous network management includes the ability to add capacity if needed, as well as strategic investments to stay ahead of technological innovations.
In most cases, your services will be restored automatically. However, if you’re still experiencing issues, try restarting your equipment. You can find restart instructions for our most popular equipment below:
If this still doesn’t work, go to rogers.com/support anytime to find troubleshooting tips and helpful video tutorials, 24/7.
