Rogers customers grow increasingly frustrated on 3rd day without cell, internet service
Ottawa calls in telecom industry bosses for meeting; some users remain unable to use phones or internet
After waiting hours on hold to speak with a Rogers representative,Rosanna Minicucciwas still no closer to finding out when her landline, internet and TV service might be restored.
"I stayed fivehours on hold, on the line. People are obviously calling there areobviously a lot of people out there still with no service," Minicucci, who lives in Vaughan, north of Toronto, said.
Her service was restored on Sunday night more than 60 hours after it went out but it remained glitchy, she said
Minicucci wasone of a number of Rogers customers who told CBC Newsthey were still struggling to use their phones, internet and other Rogers services more than two daysafter Friday's nationwide outage caused major disruptions, including to 911 lines and banking services.
Is your internet or phone still not working following the Rogers network outage? We want to hear from you. Send an email to ask@cbc.ca
In a statement on Sunday afternoon, Rogers said its networks and systems were "close to fully operational," with service restored to"the vast majority" of customers.
"We are aware that some customers continue to experience intermittent challenges with their services," Rogerssaid.
The company did notanswer questions about how many customers were stillfacing issues. It said itstechnical teams wereworking to resolve the remaining issues, and affected customers would receive credits on their accounts. Rogers has not said what the amount of the credit would be.
Earlier, itblamed the outage ona maintenance update thatcaused some of its routers to malfunction early Friday morning.
Some Rogers customers who have been waiting more than two days for service restoration say they are unhappy with the company's lack of communicationand are now considering switching providers.
With her internet down on Friday, Minicucci was unable to work from home as she usually does.
"Will I stay with Rogers? How can I?I don't trust their service," she said.
Jen Dieleman, a DoorDashdriver in London, Ont., said she was unable to work on Friday or Saturdaybecause her Rogers cellphone couldn't connect to theapp that drivers use to pick up and deliver orders. Her service was still spotty on Sunday, she said.
"I'm out trying to work right now, and it's still glitching and having issues," Dieleman said, adding that she had missed out on picking up orders due to issues with her cellphone data.
In Whitby, east of Toronto, Justine Creagmileand her parents are still waiting for their home phone, internet and cable to resume working even though service has been restored for their neighbours.
"It's absolutely frustrating, honestly," she said. "We're all connected to the same wiring. How is theirs working and ours isn't?"
Creagmile said her family hashad"absolutely no luck" in trying to troubleshoot their issues with Rogers via phone and social media, and their future as Rogers customers will "dependon what Rogers is going to do to rectify the problem."
Service resuming but patchy
Other customers told CBC News that their service appeared to be returning on Sunday afternoon, but it remained patchy.
Adriano Burgosaid the Wi-Fi at his house in London, Ont.,had "slowed down immensely," while his cellphone calls were dropping intermittentlyand he was unable to send texts.
He described Rogers' communication with its customers about the ongoing issuesas "very poor," but he was unsure if he would switch providers.
"My problem isit's such a monopoly market,especially in London," he said. "We don't really have many options when it comes to internet and cable."
Rogers' issues were also affecting other companies that rely on its network, including internetprovider TekSavvy, which was advising its customers in Ontario and Quebec of ongoingissues on Sunday afternoon.
In a statement, TekSavvy vice-president Andy Kaplan-Myrth said thousands of customers were still reporting slow or intermittent internet speeds, or were having difficulty connecting to the internet at all.
The company recommended customers try rebooting their modemand contacting TekSavvy if problems continued.
Ottawa orders meeting with telecom bosses
Industry MinisterFranois-Philippe Champagne is to meetwith Rogers CEOTony Staffieri and other telecom company leaders on Monday"to discuss how important it is to improve the reliability of the networks across Canada," according to a statement from Champagne's office.
The statement didnot provide any details about which other companies' executiveswould be attending the meeting.
Champagne called theoutage "unacceptable" and said he had expressed that view directly to Staffieri, his office said.
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