Employee Error During Upgrade Behind Rogers 2022 Wireless Outage

Published on July 6, 2024

A mistake by Rogers staff was behind the 2022 outage where 12 million customers lost wireless services, according to an independent report. The wireless outage occurred on July 8, 2022, and lasted 12 to 15 hours, with some customers saying they could not even dial 9-1-1 from their cellphones. The outage affected emergency call services in several provinces, including Alberta, British Columbia, Ontario, and Quebec. It also impacted government services and call centres. The Canadian Radio-television and Telecommunications Commission (CRTC) hired Xona Partners to conduct an investigation into the causes of the outage. The incident happened when Rogers was upgrading its IP core network and staff removed a policy filter, the investigation found. This led to the system becoming overloaded and crashing....

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