Recent Ericsson software update impacted wireless equipment in central network
TORONTO — After a day-long network outage that started early this morning affecting customers nationwide, Rogers Communications issued an explanation just before 6 pm. ET this evening, saying “it may take us several hours to get everything back up and running normally,” according to a statement from Jorge Fernandes, Rogers’s chief technology officer.
“We have identified the root cause of the service issues and pinpointed a recent Ericsson software update that affected a piece of equipment in the central part of our wireless network. That led to intermittent congestion and service impacts for many customers across the country,” reads the statement. That said, many Rogers customers reported on social media (and directly to us) they were left completely without wireless service for the whole day (and at least one TikTok-er had some fun with it…).
Ericsson is Rogers’s long-time wireless network equipment supplier, including for the company’s growing 5G network.
“We have addressed the software issue and our engineering and technical teams will continue to work around the clock with the Ericsson team to restore full services for our customers,” says Fernandes.
The statement adds it’s important for wireless services to be brought back up gradually as Rogers returns to full service.
“You have our full commitment that we will not rest until all services are restored,” adds Fernandes.
Shortly before 8 p.m., one of the company’s official Twitter accounts reported: “Rogers wireless calls, SMS & data services are starting to return to normal for our customers. It will take several more hours for all customers and regions to return to full service. We will continue to work around the clock with our network partner Ericsson until that happens.”
The company’s TV, home and business wireline Internet, and home phone services were not impacted by the network problem.
