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.:

https://twitter.com/RogersBuzz/status/388452803959463936

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Rating: 2.3/5 (59 votes cast)
Rogers and Fido wireless voice and SMS service restored, 2.3 out of 5 based on 59 ratings
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  1. 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)

    • Justin Credible says: October 10th, 2013 a 3:18pm

      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!

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

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

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

    • 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.

    • RogersNicolas says: October 10th, 2013 a 6:47pm

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

  5. 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. Just curious how this credit will be applied?

  7. 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 says: October 10th, 2013 a 7:15am

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

    • 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. 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

    • 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 !!!
      .

      • RogersNicolas says: October 10th, 2013 a 6:52pm

        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 :)

  10. Fun...social__boy says: October 10th, 2013 a 10:44am

    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

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

    • 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 says: October 10th, 2013 a 12:24pm

    thank you

  13. 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. 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.

    • 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.

      • 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.

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

  16. 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. 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…

    • 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.

      • 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. 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.

    • 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. Thank you Sarah!

  20. 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.