Update, Dec. 30, 2013: 4:40 p.m: As power has been restored to homes, most services have returned to normal. We sincerely apologize to the small number of customers that remain without service and have assigned extra crews to repair cable lines that have been damaged by the storm, as quickly as possible.
If you continue to experience service disruptions call our customer support line at 1-888-ROGERS-1 and speak to one of our technical support agents. We will assign a technician to your home as soon as one is available to identify the problem and work to restore your service. We thank our customers for their patience and are working hard to get services back up as soon as possible.
Update, December 27, 2013 – 3:15 p.m. Please note this blog post has been updated with information for people with downed lines. Please see dated update below.
Update, December 24, 2013 – 3:33pm: Please note this blog post has been updated, see text in italics for new information.
With hundreds of thousands of people still without power, Rogers is taking steps to help residents deal with the aftermath of the weekend’s ice storm.
Working with the Red Cross, Rogers will help pay for the shelters being run across the province and will provide hygiene kits for those who need them. We are also opening up retail stores to help friends and family stay connected. Residents can drop by one of 89 open retail locations and access the store WiFi network, charge their device and use courtesy phones and laptops to keep in touch with loved ones. We’re also providing loaner phones to some local shelters.
Ontario has experienced extreme weather conditions that have left many homes and businesses without power. As power is progressively restored to homes, most services will return to normal. In some cases, landline services may not immediately resume, as power for network equipment may come from another area where power has not yet been restored or where cable lines may have been damaged. Power generators are being moved from site to site to maintain and restore service where possible.
Maintaining and restoring service for our customers is our top priority. In preparation for the storm, we called in all available field and support staff, who have been working around the clock since the beginning of the storm to sustain and restore services.
Here are some of the extra steps we’re taking to help our customers with storm-related support.
- Throughout Christmas Day and Boxing Day, we are adding hundreds of staff to increase support staffing in our call centres by 40%
- We will be adding 80 trucks to field operations on Christmas Day and Boxing Day to help customers
- Additional network maintenance crews are deployed maintaining restoring service, and ensuring continued operation of our critical network locations throughout the holidays
- We’ve made special arrangements to get phones out to customers and stores to fulfil orders delayed by the storm
Customers affected by home service interruptions may be unable to reach emergency services using their landline telephone. Ninety-five percent of wireless services are available and can be used to make emergency calls. We encourage our customers to check the status of their service and take precautionary steps.
We will continue to provide updates here on this blog post and through our @RogersHelps twitter account.
Here are answers to some of the questions we’re being asked in social media and in our call centres.
Q. What should I do if I have fallen branches or debris blocking access to Rogers cables? (Updated Dec. 27)
A. Our field technicians are making every possible effort to restore service. This includes applying temporary measures to bring your service back up as quickly as possible if the situation warrants it.
In some instances, fallen branches or debris are blocking this work from being completed. If your home requires clean up before a technician can resume work, please visit the City of Toronto Storm Update page for more information on safely removing debris. Once the area has been cleared, please call 1-888-Rogers-1 and we will revisit the site.
When will service be restored?
Unfortunately, we don’t know. Our teams are working around the clock to restore services as soon as possible. But to get things back to normal, we’re dependent on hydro providers restoring power to all our operations sites and to the homes we service. Toronto Hydro has said it could be several days before service is restored to all its customers.
Can I call in to get more detail on when my services will be back online?
No. Unfortunately, we do not have good visibility on when power will come back up for different parts of the city, so we can’t predict when Rogers services will be back online.
Once you have confirmed you have power to your house, call 1-888-ROGERS-1 and listen closely to the recorded messages. If we are aware of an outage in our area, we will specifically reference that we are aware. At this point, we ask for your patience while we work to restore service to your area. If the recorded message does not indicate an outage in your area, please stay on the line and speak to one of our technical support agents. We are experiencing higher than normal call volumes and appreciate your patience while you wait.
My Rogers services seem to be back online, but internet / TV still not working. How do I fix?
Try rebooting your modem, router and / or digital cable box. This will resolve many ongoing issues.
Why are my Rogers services still down even though hydro has been restored?
Some Rogers operations sites are without power. As power is restored to the home, Rogers services will be restored in most cases. In a small number of cases, Rogers services are still be down for customers who have Hydro because nearby Rogers operations sites still do not have power.
Do you have backup generators at your operations sites?
Yes. We have been relying on backup power sources to keep our network up for as many customers as possible and to power some of our call centres. We are moving portable generators from location to location to keep them charged and maintain and restore coverage.