July 8 outage FAQs

To our valued customers – on Friday July 8th we experienced a network outage across both wireless and wireline services. Our network is now fully operational to the standards you have come to expect. Once again, we sincerely apologize for the impact this has caused our customers. We will be automatically crediting customers with the equivalent of five days service. You do not need to contact us for the credit as it will be automatically applied to your account.

Can you tell us what happened?

We’ve narrowed the cause of the outage on July 8, 2022, to a network system failure following a maintenance update to our core network, which caused a router malfunction early Friday morning.

Our core network processes, transmits and connects data and voice traffic for all of our wireless and wireline (internet) customers across Canada. This is how all major carriers in Canada and globally service wireless and wireline customers. 

Are all services back up and running?

Services are restored and our network is fully operational to the standards you have come to expect. 

How did you resolve the outage?

Identifying the root cause is a critical part of our work in a network impact like this. We narrowed down the cause to a network system failure following a maintenance update to our core network, which caused a router malfunction early Friday morning.

In response, we disconnected the specific equipment and redirected traffic, which allowed our network and services to come back online over time as we managed traffic volumes returning to normal levels.

We know we let our customers down. Our focus throughout the outage was getting our customers back up and running as quickly as possible.

How will you make sure this doesn’t happen again?

Rogers is committed to making changes and investments to help ensure that it will not happen again.

Our technical experts and global vendors are continuing to dig deep into the root cause and identify steps to increase redundancy in our networks and systems.

As well, working with governments and our industry, we will implement what is needed to help preserve access to 911 and essential services during an outage.

Can you confirm that my personal information is protected?

There is no indication that personal information has been compromised as a result of this outage. We take protecting our customers’ personal information very seriously and have put in place strict policies and procedures to safeguard their information.

What are you doing for customers? 

We want to do the right thing for our customers. We will be automatically crediting our customers with the equivalent of five days service as a way to show our commitment to earning back your trust. No action is required from you.

Do I need to contact Rogers to get my credit?

No. Your credit will be automatically applied to an upcoming bill, so no action is needed on your part.

We will not be sending you a text message or email about this credit. If you believe you have received a spam text message or email (for example, a text asking you to click on a link to get a refund), please visit our Frauds and Scams hub. Any suspicious texts should be forwarded to 7726 (SPAM). As always, please do not post your account number or share any personal details online.