2022 Rogers Communications Outage
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On July 8, 2022, Canadian telecom provider
Rogers Communications Rogers Communications Inc. is a Canadian communications and media company operating primarily in the fields of wireless communications, cable television, telephony and Internet, with significant additional telecommunications and mass media ass ...
experienced a major service outage affecting more than 12 million users of Rogers'
cable internet In telecommunications, cable Internet access, shortened to cable Internet, is a form of broadband internet access which uses the same infrastructure as cable television. Like digital subscriber line (DSL) and fiber to the premises, cable Internet ...
and
cellular network A cellular network or mobile network is a telecommunications network where the link to and from end nodes is wireless network, wireless and the network is distributed over land areas called ''cells'', each served by at least one fixed-locatio ...
s, including those of subsidiary brands
Rogers Wireless Rogers Wireless Inc. is a Canadian mobile network operator headquartered in Toronto, providing service nationally throughout Canada. It is a wholly owned subsidiary of Rogers Communications. The company had revenues of just under $15.1 billion in ...
, Fido, Cityfone, and
Chatr Chatr Mobile is a Canadian mobile virtual network operator owned by Rogers Communications Canada targeting entry-level customers. It is one of three wireless brands owned by Rogers Communications, including Rogers Wireless, and Fido Solutions. ...
. This followed another major national outage a year prior in April 2021. The 2022 outage impacted
internet service providers An Internet service provider (ISP) is an organization that provides a myriad of services related to accessing, using, managing, or participating in the Internet. ISPs can be organized in various forms, such as commercial, community-owned, non ...
with
wholesale Wholesaling or distributing is the sale of goods or merchandise to retailers; to industrial, commercial, institutional or other professional business users; or to other wholesalers (wholesale businesses) and related subordinated services. In ...
access to the Rogers network, such as TekSavvy, as well as various other information systems nationwide that relied on the Rogers network, including
Interac Interac is a Canadian interbank network that links financial institutions and other enterprises for the purpose of exchanging electronic financial transactions. Interac serves as the Canadian debit card system and the predominant funds transf ...
(this resulted in businesses nationwide being unable to accept debit transactions), OLG, and some federal government services. Multiple international web monitoring organizations observed the outage. The event spurred new government policies requiring all telecommunications providers to provide mutual assistance to each other in the event of an outage, offer emergency roaming service for rivals' affected customers, and establish plans for how to communicate to the public about outages. Rebates for customers are estimated to cost Rogers $28 million to $70 million. Splitting their physical and wireless lines for $261 million, and giving out $150 million in customer credits became part of a $10 billion plan for Rogers over a three-year span involving increased management and additionally the use of
artificial intelligence Artificial intelligence (AI) is the capability of computer, computational systems to perform tasks typically associated with human intelligence, such as learning, reasoning, problem-solving, perception, and decision-making. It is a field of re ...
to supervise potential future errors. The economic toll to the Canadian economy for the outage period was projected at $142 million. An executive summary was published by the
Canadian Radio-television and Telecommunications Commission The Canadian Radio-television and Telecommunications Commission (CRTC; ) is a public organization in Canada tasked with the mandate as a regulatory agency tribunal for various electronic communications, covering broadcasting and telecommunic ...
in July 2024.


Impact

The outage had a significant impact on various
information systems An information system (IS) is a formal, sociotechnical, organizational system designed to collect, process, store, and distribute information. From a sociotechnical perspective, information systems comprise four components: task, people, structu ...
nationwide, much of which extended past residential and commercial Rogers customers, due to their dependencies on Rogers infrastructure: * Around 25% of Canada lost internet connectivity, according to the UK cybersecurity organization
Netblocks NetBlocks is a watchdog organization that monitors cybersecurity and the governance of the Internet. The service was launched in 2017 to monitor Internet freedom. Work Projects NetBlocks publishes original reporting on Internet governance ...
. Over 12 million subscribers were affected. *
Interac Interac is a Canadian interbank network that links financial institutions and other enterprises for the purpose of exchanging electronic financial transactions. Interac serves as the Canadian debit card system and the predominant funds transf ...
was taken offline by the outage, preventing all businesses nationwide from being able to accept
debit card A debit card, also known as a check card or bank card, is a payment card that can be used in place of cash to make purchases. The card usually consists of the bank's name, a card number, the cardholder's name, and an expiration date, on either ...
transactions, regardless of their internet service provider. Some stores temporarily closed. * The outage inhibited the ability to use
911 911, 9/11 or Nine Eleven may refer to: Dates * AD 911 * 911 BC * September 11 ** The 2001 September 11 attacks on the United States by al-Qaeda, commonly referred to as 9/11 ** 11 de Septiembre, Chilean coup d'état in 1973 that ousted the ...
services from mobile phones on the Rogers network, resulting in at least one reported case of a death. It is unclear as to whether or not the death could have been avoided had 911 contact been possible. * Along with the inability mentioned above to accept debit, some
public transport Public transport (also known as public transit, mass transit, or simply transit) are forms of transport available to the general public. It typically uses a fixed schedule, route and charges a fixed fare. There is no rigid definition of whic ...
agencies reported other computer system issues tied to the outage. * The outage affected some
Government of Canada The Government of Canada (), formally His Majesty's Government (), is the body responsible for the federation, federal administration of Canada. The term ''Government of Canada'' refers specifically to the executive, which includes Minister of t ...
services, such as
Service Canada Service Canada is the program operated by Employment and Social Development Canada to serve as a single-point of access for the Government of Canada's largest and most heavily used programs, such as the social insurance number, the Employment I ...
,
Canada Revenue Agency The Canada Revenue Agency (CRA; ; ) is the revenue service of the Government of Canada, Canadian federal government, and most Provinces and territories of Canada, provincial and territorial governments. The CRA collects Taxation in Canada, taxes, ...
, and passport offices. * The
Canadian Federation of Independent Business The Canadian Federation of Independent Business (CFIB) is a non-profit business organization representing Canadian owners of small and mid-size enterprises (SMEs). The CFIB advocates on behalf of small business to improve tax policy, laws, and ...
(CFIB) reported small businesses lost anywhere from a few hundred to several thousands of dollars. * In Toronto there was some dependency on Rogers. One quarter of all traffic signals relied on their cellular network for signal timing changes. The Rogers GSM network was also used to remotely monitor fire alarms and sprinklers in municipal buildings. Public parking payments and public bike services were also unavailable. It was also the sole provider of cable TV for the city. * Medical appointments through the
Niagara Health System The Niagara Health System, or Niagara Health (NH), is a Canadian multi-site hospital amalgamation, comprising five sites serving over 450,000 residents across the 12 municipalities making up the Regional Municipality of Niagara, Canada. Niagara He ...
for oncology patients with
radiation therapy Radiation therapy or radiotherapy (RT, RTx, or XRT) is a therapy, treatment using ionizing radiation, generally provided as part of treatment of cancer, cancer therapy to either kill or control the growth of malignancy, malignant cell (biology), ...
were rescheduled, with a plan to transfer patients requiring emergency care to
Hamilton Health Sciences Hamilton Health Sciences (HHS) is a hospital network of seven hospitals and a cancer centre serving Hamilton, Ontario, Hamilton, Ontario, Canada. In 2018 it was ranked 3rd in Canada on Research Infosource's Top 40 Hospitals in Canada list. Hospit ...
. * Canadian singer-songwriter
the Weeknd Abel Makkonen Tesfaye (; born February 16, 1990), known professionally as the Weeknd, is a Canadian singer-songwriter, record producer, and actor. He is best known for adding Pop music, pop, electronic music, electronic and hip-hop stylings ...
was forced to postpone a concert that night at Toronto's
Rogers Centre Rogers Centre (originally SkyDome) is a retractable roof stadium in downtown Toronto, Ontario, Canada, situated at the base of the CN Tower near the northern shore of Lake Ontario. Opened in 1989 on the former Railway Lands, it is home to t ...
on the
After Hours til Dawn Tour The After Hours 'til Dawn Stadium Tour, previously titled The After Hours Tour, is the ongoing seventh concert tour by Canadian singer-songwriter the Weeknd, in support of his fourth, fifth, and sixth studio albums, '' After Hours'' (2020), '' ...
, due to "service outages impacting venue operation". The concert was later rescheduled for September 22, 2022. A second show at Rogers Centre was added for September 23.


Recovery

Rogers had begun to slowly restore service that evening, but CEO Tony Staffieri stated there was no estimated time for when services would become fully operational again. The next day, Rogers stated that it had restored service to the "vast majority" of its customers; however, not all service had been restored across the country. On July 11, a spike of service issues was reported to the web traffic monitoring company
Ookla Speedtest.net, also known as Speedtest by Ookla, is a web service that provides free analysis of Internet access performance metrics, such as connection data rate and latency. It is the flagship product of Ookla, a web testing and network dia ...
's
Downdetector Downdetector is an online platform that provides users with real-time information about the status of various websites and services. The information that is provided by the site is based upon user outage reports, which are collected from variou ...
, with some users reporting that service had not recovered for them.


Causes

A report by
Cloudflare Cloudflare, Inc., is an American company that provides content delivery network services, cybersecurity, DDoS mitigation, wide area network services, reverse proxies, Domain Name Service, ICANN-accredited domain registration, and other se ...
suggested that the outage was due to internal, rather than external, causes. It identified spikes in
BGP Border Gateway Protocol (BGP) is a standardized exterior gateway protocol designed to exchange routing and reachability information among autonomous system (Internet), autonomous systems (AS) on the Internet. BGP is classified as a path-vect ...
updates, as well as withdrawals of IP
prefixes A prefix is an affix which is placed before the stem of a word. Particularly in the study of languages, a prefix is also called a preformative, because it alters the form of the word to which it is affixed. Prefixes, like other affixes, can b ...
, noting that Rogers was not advertising its presence, causing other networks to not find the Rogers network. As of the day after the outage, the cause remained unknown.
Public Safety Canada Public Safety Canada (PS; , SP), legally incorporated as the Department of Public Safety and Emergency Preparedness (PSEPC), is the department of the Government of Canada responsible for (most) matters of public safety, emergency management, nat ...
stated that it was not a
cyberattack A cyberattack (or cyber attack) occurs when there is an unauthorized action against computer infrastructure that compromises the confidentiality, integrity, or availability of its content. The rising dependence on increasingly complex and inte ...
. The outage was later said to be caused by a maintenance upgrade that caused routers to malfunction. A similar outage occurred in April 2021, which was attributed to a software update.


Postmortem

In a letter to the CRTC, Rogers stated that the deletion of a routing filter on its distribution routers caused all possible routes to the internet to pass through the routers, exceeding the capacity of the routers on its core network. The deletion occurred during the sixth phase in a seven-phase update to its core IP network. The failure occurred at 4:45 a.m. and resulted in a death to the company's phone and internet services, as well as internal access to systems such as the company's VPN to its core network nodes, hampering the ability of the company's employees to mobilize a team and identify the issue. Some employees were able to connect through "emergency SIMs" on alternate networks, which they had due to a practice established through reciprocal agreements made with other carriers in 2015. Others traveled to centralized locations to establish network access. At 6 a.m., the company's CTO Jorge Fernandes, who has since been replaced, contacted leadership at rival companies
Bell A bell /ˈbɛl/ () is a directly struck idiophone percussion instrument. Most bells have the shape of a hollow cup that when struck vibrates in a single strong strike tone, with its sides forming an efficient resonator. The strike may be m ...
and
Telus Telus may refer to: * Telus Corporation, a Canadian publicly traded holding company ** Telus Communications, a telecommunications company ** Telus Digital, a technology company ** Telus Health, a health technology provider ** Telus Mobility T ...
, advising them of the issues they were facing, as well as warning "to watch out for possible cyber-attacks." Both competitors offered assistance to Rogers, though the company determined that it was not possible to switch its users over to alternate networks, citing the inability to access its user database, as well as the excess load that the sudden addition of more than 10 million users would put on the other networks. A Memorandum of Understanding on how the carriers can work together in the future was submitted in September to the Minister of Innovation, Science and Economic Development. Rogers plans to physically separate its wireless and wireline core networks to help mitigate the fallout of future outages.


Reactions

Critics have cited the outage as an example of the impact of Canada's telecom
oligopoly An oligopoly () is a market in which pricing control lies in the hands of a few sellers. As a result of their significant market power, firms in oligopolistic markets can influence prices through manipulating the supply function. Firms in ...
, and an argument against Rogers' proposed acquisition of
Shaw Communications Shaw Communications Inc. was a Telecommunications in Canada, Canadian telecommunication, telecommunications company which provided telephone, Internet, television, and mobile services. The company was founded in 1966 as Capital Cable Televisio ...
(which would further consolidate the industry).
NDP NDP may stand for: Computing * Neighbor Discovery Protocol, an Internet protocol * Nortel Discovery Protocol, a layer two Internet protocol, also called SONMP * Nondeterministic programming, a type of computer language Government * National Dev ...
leader
Jagmeet Singh Jagmeet Singh Jimmy Dhaliwal (born January 2, 1979) is a Canadian former politician who served as the leader of the New Democratic Party (NDP) from 2017 to 2025 and as the Member of Parliament (Canada), member of Parliament (MP) for Burnaby Sou ...
accused the
Liberal Party The Liberal Party is any of many political parties around the world. The meaning of ''liberal'' varies around the world, ranging from liberal conservatism on the right to social liberalism on the left. For example, while the political systems ...
government of "protecting the profits of telecoms giants", while
Conservative Conservatism is a cultural, social, and political philosophy and ideology that seeks to promote and preserve traditional institutions, customs, and values. The central tenets of conservatism may vary in relation to the culture and civiliza ...
MP
Michelle Rempel Garner Michelle L. Rempel Garner (''née'' Godin; born February 14, 1980) is a Canadian politician who sits in the House of Commons as the member of Parliament (MP) for the Alberta riding of Calgary Nose Hill. A member of the Conservative Party, she ...
called for an investigation, arguing that "given the critical infrastructure that's affected, and that because the
Canadian Radio-television and Telecommunications Commission The Canadian Radio-television and Telecommunications Commission (CRTC; ) is a public organization in Canada tasked with the mandate as a regulatory agency tribunal for various electronic communications, covering broadcasting and telecommunic ...
(CRTC) itself is affected, the cause of the Rogers outage should be immediately explained." A spokesperson for the CRTC promised that the organization would examine the outage and "put in place the necessary measures to prevent it from happening again." Critics also highlighted the importance of consumers and businesses diversifying their telecommunications services, such as businesses having backup service contracts with multiple providers and consumers reducing their dependence on bundled "all-in-one" cable, internet and phone service packages.


Response

Rogers planned to credit customers for five days of lost service, which was to be credited August 1. On July 10, 2022, Tony Staffieri, president and CEO of Rogers Communications, sent an email to all customers to officially apologize for the incident and inform them that Rogers would credit all customers' accounts for Friday. The last time they credited consumers on such a scale was soon after their April 19, 2021 outage, when "wireless calls, SMS and data services were down across Canada for almost an entire day because of an issue with a software update". On July 8, the same day as the outage, an internal email was sent requesting that retail locations remove signage that contained the slogan "Canada's Most Reliable 5G Network." On July 11, the CEOs of Rogers,
Bell A bell /ˈbɛl/ () is a directly struck idiophone percussion instrument. Most bells have the shape of a hollow cup that when struck vibrates in a single strong strike tone, with its sides forming an efficient resonator. The strike may be m ...
,
Telus Telus may refer to: * Telus Corporation, a Canadian publicly traded holding company ** Telus Communications, a telecommunications company ** Telus Digital, a technology company ** Telus Health, a health technology provider ** Telus Mobility T ...
, Shaw,
Vidéotron Vidéotron is a Canadian integrated telecommunications company founded in 1964. It's active in cable television, interactive multimedia development, video on demand, cable telephony, wireless communication and Internet access services. Owned by Qu ...
,
SaskTel Saskatchewan Telecommunications Holding Corporation, operating as SaskTel, is a Telecommunications in Canada, Canadian Crown corporations of Canada, crown-owned telecommunications firm based in the province of Saskatchewan. Owned by the provinci ...
, and EastLink were all invited to take part in a conference call with federal cabinet minister
François-Philippe Champagne François-Philippe Champagne (; born June 25, 1970) is a Canadian politician who has been Minister of Finance (Canada), Minister of Finance since March 14, 2025. A member of the Liberal Party of Canada, Liberal Party, Champagne was elected to the ...
to discuss a new "mutual assistance" framework of cooperation between the companies in emergencies to prevent the recurrence of a similar incident in the future. On the same day, Champagne announced new policies requiring all telecommunications providers to provide mutual assistance to each other in the event of an outage, offer emergency roaming service for rivals' affected customers, and establish plans for how to communicate to the public about said incidents. Champagne said that the companies would have 60 days to reach agreements with each other to that effect. The
House of Commons of Canada The House of Commons of Canada () is the lower house of the Parliament of Canada. Together with the Monarchy of Canada#Parliament (King-in-Parliament), Crown and the Senate of Canada, they comprise the Bicameralism, bicameral legislature of Ca ...
were discussing requests to conduct a study of the outage involving members of parliament from the
Liberal Party The Liberal Party is any of many political parties around the world. The meaning of ''liberal'' varies around the world, ranging from liberal conservatism on the right to social liberalism on the left. For example, while the political systems ...
, Conservative Party,
New Democratic Party The New Democratic Party (NDP; , ) is a federal political party in Canada. Widely described as social democratic,The party is widely described as social democratic: * * * * * * * * * * * * * The Editors of ''Encyclopædia Britann ...
, and the
Bloc Québécois The Bloc Québécois (, , BQ) is a centre-left politics, centre-left and list of federal political parties in Canada, federal political party in Canada devoted to Quebec nationalism, Quebecois nationalism, social democracy, and the promotion o ...
. A class action lawsuit was filed in the
Superior Court of Quebec The Superior Court of Quebec () is a superior trial court in the Province of Quebec, in Canada. It consists of 157 judges who are appointed by the federal government. Appeals from this court are taken to the Quebec Court of Appeal. Jurisdicti ...
which requested all customers receive a $400 rebate. Reasons cited included negligence of the CRTC regulations to make 9-1-1 calls available at all times. The CFIB requested Rogers to give a free month of service to compensate for losses to others. As a result of the outage, the city government of Toronto reviewed its legacy contract for sourcing with a variety of providers. Council meetings were planned to review the full cost to the economy and the ability to use local ''ConnectTO'' in the city's infrastructure instead in the future. On July 21, it was reported that the Chief Technology and Information Officer, Jorge Fernandes, was to be replaced by Ron McKenzie, who was the former president of Rogers for Business. The leadership team was updated the previous night on the Rogers Website to reflect this change.


See also

* Google services outages *
2021 Facebook outage On October 4, 2021, at 15:39 UTC, the social network Facebook and its subsidiaries, Messenger, Instagram, WhatsApp, Mapillary, and Oculus, became globally unavailable for a period of six to seven hours. The outage also prevented anyone trying ...
*
2023 Optus outage The 2023 Optus outage was an unplanned outage of all Optus internet, cellular and fixed-line services in Australia first detected on 8 November 2023 at 04:05 AEDT. The outage caused disruption across government and corporate sectors including ...


References

{{DEFAULTSORT:Rogers Communications outage, 2022 2020s internet outages 2022 in computing 2022 disasters in Canada July 2022 in Canada Outage