Residents of Canada faced problems with mobile services and internet connectivity on Friday due to a huge network outage from a telecommunications giant, according to local media. Rogers’ major outage has affected banking services, passport officers and the country’s ArriveCAN app which is used for border control, sparking outrage from customers and adding to criticism of its dominance of the industry. Some callers couldn’t even reach emergency services via 911 calls, Reuters reported citing police across Canada.
The company confirmed that the outages affected its wired and wireless networks. The reason behind the problem, however, is still unknown.
“We recognize the impact of our outage on your life. All technical resources and partners are fully deployed to resolve the issue. As soon as we know the exact time when the networks will be fully operational, we will share it with you now , we are focused on the solution,” the telecom giant said in a statement posted on Twitter.
“Some of our customers have raised the issue of credits and of course we will be proactively crediting all customers and sharing more information soon,” the statement added.
The company said Friday night that the network was begins to recover after a service interruption of 19 hours.
In a separate statement on its website, the company’s chairman and chief executive, Tony Staffieri, apologized for the outage, saying, “Today we let you down. We can and will do better.”
Staffieri said the company is “working to fully understand the root cause of this outage” and assured to “fix this” for its customers by applying “credit to all of our customers affected by the outage.”
A spokesman for Public Security Minister Marco Mendicino said on Friday night that the outage was not the result of a cyberattack, Reuters reported.
(With agency contributions)
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