The management of the Rogers outage is a “disaster”

Rogers outage handling is a « disaster »


 The crisis management of the major blackout at Rogers which turned the Canadian digital network upside down on Friday was catastrophic, experts are indignant

“They represent 25% of internet traffic in Canada, and 24 hours later, [they were still not] able to say why these systems were offline, deplores Luc Lefebvre, co-founder of Crypto.Québec, an organization specializing in computer security . It's a communication disaster.


At the end of the day on Saturday, Rogers finally issued a press release indicating that the outage was caused by “a failure of the network system following a maintenance update to our core network”.

The connection had been restored for the vast majority of its subscribers in the morning. 

Services such as Interac and ArrivCan were then paralyzed for nearly 24 hours.

And , as reported by Le Journal on Saturday, this upheaval forced businesses, in this case at least one Tim Hortons in Montreal, to offer products and services for free since consumers were unable to pay with their debit card.

Central Market Tim Hortons manager Inderpal Singh (left) and his employee Jasmandeep Singh donated several products, being unable to offer debit payment.

Maintenance issue

This maintenance issue caused the routers to malfunction, according to the telecommunications company's analyses.

“We unplugged the equipment in question and rerouted traffic, which allowed our network and services to come back online over time as we managed the volumes returning to normal,” the president wrote. of Rogers, Tony Staffieri.

Compensation, the amount of which is still unknown, was also announced by the Toronto company.

Credits will be automatically added to the accounts of all customers.

Zero crisis management

“We call it crisis management. We have to develop B and C scenarios, in case our regular plan does not work,” says Bruno Guglielminetti, digital communications specialist.

This chaos can even raise considerable security issues. < /p>

“There are people for whom it can be dangerous, problematic situations. When it comes to systems like 911 […], we can ask ourselves questions, ”adds the expert.

Rogers, which has 11.2 million subscribers to its wireless service wire, did not respond to our interview request.

Rogers President Tony Staffieri said he was sorry Friday.


“Today we fell short,” Chairman Tony Staffieri wrote on Friday.

– With the QMI Agency

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