Alberta Mirror

Monday, October 3, 2022

Rogers clients grow increasingly frustrated on 3rd day without cell, internet service

Alberta

Key takeaways: 

  • Rogers stated on Saturday that service had been fixed to most customers following a Canada-wide network outage the day before. However, some consumers still report continuing problems using their phones, internet, and cable services. 

After waiting hours on hold to speak with a Rogers spokesperson, Rosanna Minicucci is still no nearer to finding out when her landline, internet, and TV service might be fixed.

“I waited five hours on hold, on the line. People are calling — there are many people out there still with no benefit,” Minicucci, who lives in Vaughan, north of Toronto, said.

She is one of several Rogers clients who told CBC News they’re still working on using their phones, internet, and other Rogers services almost 48 hours after Friday’s nationwide outage caused significant disorders, including 911 lines and banking services.

In a report on Sunday afternoon, Rogers said its networks and systems were “near to fully operational,” with service repaired to “the vast majority” of consumers.

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After waiting hours on hold to speak with a Rogers spokesperson, Rosanna Minicucci is still no nearer to finding out when her landline, internet, and TV service might be fixed

“We are mindful that some customers continue to experience intermittent challenges with their services,” Rogers said.

The firm did not answer questions regarding how many customers were still facing problems. It said its technical teams were working to fix the remaining cases, and affected customers would get credits on their accounts. Rogers has not said what the part of the credit would be.

Earlier, it accused the outage of a maintenance update that forced some of its routers to malfunction early Friday morning.

Some Rogers clients who have been staying more than two days for service repair say they are dissatisfied with the firm’s lack of communication and are now contemplating switching providers.

With her internet down on Friday, Minicucci could not work from home as she usually does. On Sunday afternoon, she was unsure whether her service would be fixed in time for work on Monday morning.

Source – CBC News

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