Rogers and Fido wireless voice and SMS service restored

Rogers and Fido wireless voice and SMS services were fully restored last night.  The service interruption which began earlier last evening affected all wireless voice service across the country along with some SMS service.

Nadir Mohamed, President and CEO of Rogers Communications said, “I recognize this service interruption was unacceptable for our customers. We worked as quickly as possible to restore service and it was gradually restored over the course of the evening. I sincerely apologize to all of our customers for this significant inconvenience and appreciate their understanding and patience.”

We’re continuing to investigate the root cause of the issue to help ensure it doesn’t happen again. To thank our customers for their patience, Rogers and Fido will proactively credit all of its postpaid wireless customers for one day of service.

Update, Oct. 10, 12:50 P.M.: 

Update, Oct. 10, 8:00 P.M.:

61 comments on “Rogers and Fido wireless voice and SMS service restored

  1. BornVc15

    WOW this is AMAZING! I’m so delighted to see Rogers values me so much as a customer to credit me back $2.26 for the month (credit for one day of service on 70$ plan)!!!!! GEE WILLY I can buy some gum with those savings thank you ROGERS!!!!!!! I bet those people who couldn’t call 911 when they had an emergency will be very happy to see this news! (Major sarcasm)

    1. Justin Credible

      911 services don’t even need an active sim card or phone plan….your phone will always be able to call 911. So that’s no argument. Secondly, no service provider promises service 24/7, and you should be grateful they are giving 24 hours of credits for a small outage that lasted only a few measly hours!

      1. RogersSarah

        Customers experiencing voice disruptions would not have been able to use their cell phone to call 911. We sent out a news release advising customers that they should use a landline in case of emergency if their wireless service was interrupted.

  2. What about business clients who, like myself, have very upset clients and possible lost clients because of this? I have a very pissed off bride because she thought her DJ for this Saturdays wedding was out of business as she has been trying to reach me all day and was receiving a message saying my number was out of service! I can not prove I lost clients over this but I can bet your free day is no where near what 1 lost gig for me over this service disruption is worth! Closer to $1000 for a DJ show! So ya expect a demand for more then a days credit as this has been more then an “inconvenience” for both my clients AND my business!

  3. Mary

    What’s postpaid wireless customers? Shouldn’t all customers receive something. This was not acceptable.

    1. RogersKeith

      We’re exploring how to compensate pay as you go customers. Stay tuned.

  4. yeah right

    “Rogers and Fido wireless voice and SMS services were fully restored last night. ”

    inbound calls and SMS to my cell still doesn’t work!

    1. RogersSarah

      Have you tried powering your device off and back on again? If that doesn’t work, please reach out to @RogersHelps on Twitter for more troubleshooting.

    2. RogersNicolas

      Hi, it may take to do a power reset. Let us know if you’re still experiencing any issues.

  5. Monica

    Crediting 1 day of service is a huge joke! $2!? To some it doesnt matter because we’ve come to a point in life where people majorly txt but for those in businesses and families with lives wasted half a day! We cant stop to look for a payphone everyte we need to call out while you have an nation outage! For one reimburse me for my gas driving to my parents and finding them not home but I didnt know because I couldnt reach them! Not everyone has landline phones anymore you know!

  6. Bahandi

    Just curious how this credit will be applied?

    1. RogersSarah

      You’ll see it on one of your next few bills.

  7. Cb142004

    What about the people who are stuck in a 3 year contract with Rogers. This is the 2nd time in a yet and a half I had issues with the service. It’s highly unacceptable. My phone is used for work purposes. I’m currently contemplating switching companies!!!

  8. Melani Norman

    It’s 7:30 am….. Texts are still down. Frustrating!

    1. RogersSarah

      Have you tried powering your device off and back on again, Melani? If you’re still having trouble, please reach out to us on Twitter @Rogershelps for more troubleshooting.

  9. Dan

    If you want us (your customers) to forgive poor service…. I suggest a credit for the entire bill for the month. This way we believe you will not let this happen again.

    Pretty sure everyone will agree,>>>> our calls are worth more than a couple bucks.

    This was the last nail in the coffin ….I’m moving my cells to Bell :)….I suggest you do to…..my other services got switched to Bell in September and worked out to be half the price of what rogers was ripping me off. FIBE TV kills rogers

    1. cas

      From what i understand from calling rogers today, the representative told me that rogers are controlled by Sykes inc.. Sykes are the people you call when calling “rogers”and Fido.. Sykes are responsible for this not rogers. But the buck stops at rogers ..i bet the rogers exécutives are Rolling heads ar Sykes… Sykes are also who you call for bell too..they run differnt systems for both companies…Rogers , Fido and Bell all contract out to Sykes for call center service..they make big profits and pay a pittance to make someone else run their service.. I personally think Rogers and Fido should do their own Customer service and tech support.that way they only have themselves to blame for any probs.. but if they did run their own organization their way they probably wouldnt have all the problems that Sykes cause them…its never ending… sykes make all the décisions for your contract,,rogers only give them guidlines to follw…you NEVER speak to a rogers representative when you call..they all work for sykes…BUT Telus are not run by SYKES and i moved my service to Telus today..they are going to pay my fees from fido and rogers as i have two devices with them.. and Telus will pay my cancelation fees.. what a great opportunity for the other cell phone providers to take some of Rogers/Fido customers…Its about time the “big boys ” are shown how the smaller companies look after their customers…The representative i talked to this morning said that she didnt blame me for moving.. she said that she didnt know anyone that worked for sykes who had a rogers, fido or bell cell phone,,what does that tell you,, not eventhe people that work for them have their phones…there must be a reason wh !!!
      .

      1. RogersNicolas

        Hi cas,

        Sorry for the confusing information you may have received. While we may contract third-parties, we do have our call centres in Canada with Rogers employees answering the phone. To support it, feel free to have a look at our career portal and you’ll see all the positions that are currently available, including customer support since it’s the topic at hand. If you jump high enough on Ted Rogers Way and Bloor, I’m also pretty sure that you can have a look at our open spaces :)

      2. Steven

        Nicolas, you’re cute!

  10. Fun...social__boy

    Never going with rogers anymore for cellphones, I can’t even text and use data plans. I’m predicting that you’ll throw us with an cell phone outage around 2014 for weeks or month out of service. I don’t want to go with any cell phone provider that creates outages for months or weeks like if we get power outage. Rogers has history of big outage with us….. Going with bell or telus….. #Haterogerswireless #Outages #CellphoneOutage

    1. RogersSarah

      Hi there,

      Sorry to hear about your trouble. If you tweet us @RogersHelps we can take a look at your account and try to trouble shoot.

  11. dj

    ..and what about the prepaid customers who were equally impacted and unable to use their phones?

    1. RogersKeith

      It’s not as easy to credit prepaid customers. We’re exploring how to do this. Hope to have more details to share this afternoon.

  12. Bruce Macisaac

    thank you

    1. RogersSarah

      You’re welcome, Bruce!

  13. Bamelin

    Horrible “gesture”.

    The average plan is 60 bucks or more a month. 2 dollars compensation is pathetic. It’s the BARE minimum you guys should be doing, never mind acting like it’s some sort of grand gesture.

  14. Andy

    Why on earth would some of you expect to be credited for more time than was lost? I’ve seen some silly people saying they should get a months service free, lmao. What a joke. You are entitled to not have to pay for services you didn’t have access to. No more, no less.

    The point is to make you whole again, not to come out ahead. Get a grip people.

    1. Def

      The point is that Rogers put as many as 9,400,000 subscribers at risk because it left them without 911 service.

      The point is that Rogers caused business subscribers to lose millions in business because it led their customers to believe that the businesses’ phones had been disconnected.

      The point is that if the cost of this to Rogers is trivial, Rogers has no incentive to prevent this from happening again. And again.

      1. Andy

        Yes, because outages like this happen ALL the time. My life was in danger all night last night. Come on… it’s technology, and it’s not flawless. The fact these technologies work as well as they do is a miracle.

        I don’t recall anywhere any company saying they guarantee 100% service 100% of the time with no glitches. When it’s down, obviously you don’t have to pay, but that’s it.

      2. Def

        If those are your standards, then Rogers is the right company for you.

  15. Heather

    Well, it has not been cleared up where I stand …

    1. RogersSarah

      Hi Heather,

      Have you tried powering your device off and on again?

  16. malvin

    When you cable goes out i get a full week of service paid just for the inconvenience of it I really think that’s what needs to be done here

  17. Jenn

    I see both sides which makes this difficult. I am pissed that I did not have service as my cell is my ONLY phone, home and business. However I realize a cell is a cell and not a landline. I am suprised that Rogers has been PROACTIVE in offering a credit however a day REALLY $2…

    1. dj

      Jenn, they weren’t proactive. While they announced a credit for post paid they did not do the same for prepaid. I’m not falling for the “It’s not as easy to credit prepaid customers. We’re exploring how to do this. Hope to have more details to share this afternoon.” Being proactive would have been to do as they did for the post paid announcement, and while it may not be as easy to credit prepaid accounts it IS easy enough to address it at the same time as making the post paid announcement. Doing it now just makes it seem that they were gauging the anger to see if they even needed to do something for the incovenience for ALL customers. This just makes it seem that prepaid are second class rogers customers not warranting even an acknowledgement.

      1. dj

        eg. “To thank our customers for their patience, Rogers and Fido will proactively credit all of its postpaid wireless customers for one day of service.”

        Someone with any training in PR would see this announcement as excluding some of the customer base. How difficult to add, “we are also working out a mechanism to compensate our equally valued pre-paid customers”

  18. dj

    So paygo customers are nothing more than an afterthought with Rogers, and while you came out immediately with a plan for postpaid you are only now addressing prepaid because customers are speaking out. First thing Rogers could do is be proactive not reactive!. We’ve been w you for over 15 years.

    1. RogersSarah

      Not at all, DJ. As Keith said, we’re looking into how it can be done and will update here once we have that information.

  19. Heather

    Thank you Sarah!

    1. RogersSarah

      You’re welcome!

  20. Suzanne

    For those of us who rely on your service for emergent situations…. MD’s, midwives, etc., I don’t think a one-day credit is appropriate. We are locked into contracts and it was much more than a mere inconvenience. Medical urgencies were at stake. Nurses, patients, clients trying to reach us. Think about it.

  21. Wanda campbell

    I am still not able to use my service through rogers not able to send/receive messages or incoming/outgoing calls I need my service restored asap as I am on call for work no work no monies being paid for the service. I spoke with a rep today and she informed me that the servce you provide is not guaranteed I feel that I did not receive the right information from the rep and I was quite upset about her responses and how she handled the call. I missed a call last night for work and again today for another shift. As soon as I finished the call as an unhappy customer of Rogers i lost service once again this was at 8am AST and it is now 5pm AST and I still have no service. My entire family is on the Rogers network and dont have a home phone like most families. I would appreviate a call back from someone to deal with this
    Yours truly
    Unhappy Customer of Rogers
    PS If you woujld like me to add comments of when I had to ask facebook as to why I was not receiving service I will gladly put them on your site if you wish but I am sure if I were to tell you them first you would ask me not to

    1. RogersSarah

      HI Wanda,

      Could you please reach out to us on Facebook so we can look into this further for you?

      Thank you.

  22. Deborah

    I know it’s not your fault for mobiles going down what happen don’t know I have been with rogers since 1985 and have never gone through this before .i use my mobile for a home phone, getting credit for one day in each line people have to be thank full rogers don’t have to give us nothing can’t please everyone

    1. RogersNicolas

      Hi Deborah, thanks for your feddback. Again, our apologies for the inconvenience. Let us know if we can assist with anything.

  23. Sam

    I didn’t expect this type of outage from Rogers. I was glad to pay a premium price for my plan for the reliability and quality of the service. I have given my 30 days notice to cancel my service while I make arrangements to port all my numbers to a carrier that is reliable and dependable. Thanks for the 15 years of service but it is obvious that this is the start of more substandard service in the future.

  24. chantal

    Ok.to all of u crying over spilled milk….what was ur life like before cell phone? u guy all like to cry like little children for something that lasted only a few hours to business people learn that stuff like this can happen and give land line # or other contact # to ur customers… not very professional if u dont have a back up number… as far as getting one day credit for the inconvenience,be happy they r doing that..i have had power outage for longer then that and didnt get anything for it .I even find the Rogers group great to reply to some of u…they show they care and so should u and stop bitching…..Really people,, get over ur self and stop ur crying crap.

  25. Darkcloud

    Yes everyone has outages…but not everyone has national outages that last for hours. As well your outage points to human failure at some point. There is no need to let an outage get to national scope…unless you did not spend the money to build in redundancy. This shows you did not. Looking forward to the announcement on root cause…not taking any bets you will publish it.

  26. Mike

    You should use a landlines for emergency. .Yeah tell that to the person that breaks down middle of no where. ..Or in my case Tbe city removed payphones because everyone has cell phones. ..Its our own fault really….for trusting rogers

  27. Katie

    What does pre/post paid customers mean? If we’re on a contract and get monthly bills, will it be taken off our next bill?

    1. Rogers_Chris

      Hi Katie, it sounds like you’re a post paid customer. It may be on your first bill, depending on your bill cycle, but it might be on the next month’s.

  28. Jovi

    How about service in Ottawa? when it will be restored?

    1. Rogers_Chris

      Full service has been restored. If you’re having issues please contact us @RogersHelps or Facebook.com/Rogers

  29. Allan

    So how and when will the credit to prepaid customers be applied?

    1. Rogers_Chris

      Prepaid and Postpaid customers will see the one day credit on their paper or electronic account within the next few bill cycles

  30. jen

    you people are unreal!!!! Do you actually think that rogers caused the outage on purpose just to pi** people off???? No! Their goal is to also make money not give it away for fun. Even with everyone getting a 2.00 credit x that by the number of subscribers, that is still millions of dollars they have to fork out, they are the only company that is willing to credit. When my service gets disrupted with Cogeco once a month and I have no service they never give me a credit at all. They say sorry for the inconvienience. You guys are nuts

  31. raj

    I think in good faith rogers could easily compansate everyone for one free month. This outage took out Roger/Fido/Chatr. If you can tier your services by company and with distinct price differences. Someone is paying too much for their service. If you think about the situation, we have never seen such a network wide outage from any other carrier. You can’t say this happens all the time. We might as well have Verizon come in if Rogers doesn’t know how to handle their own infrastructure. Moreso this is why the big 3 telecom company should not have a monopoly. Price fixing plans, sooner or later people will realize they do not need all these services.

    As usual being Canadian our government will allow the state of affairs to fall on deaf ears.

    This is my opinion.

Comments are closed.