Rogers Communications President and CEO Tony Staffieri on Sunday announced new steps the telecommunications giant will take to ensure that a nationwide network outage like the one that affected more than 10 million people on July 8 will not happen again in Canada.
“Today, I’d like to share the steps we’re taking to learn from the outage and deliver the reliable network you’ve come to expect from Rogers,” Staffieri said in a letter to customers.
“I had the opportunity to speak directly with many of you about the impact of this day and the real frustration it caused,” Staffieri said.
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As for 911 calls, the company says it has made progress on an agreement between competing carriers. The agreement would make it possible to transfer 911 calls to other networks, even in the event of an outage.
“I believe this is the only responsible way forward and I am personally committed to making this possible for all Canadians,” Staffieri said.
The company will also separate its wireless and internet services. This will create an “always on” network designed to ensure customers no longer see their cellular and Wi-Fi go down at the same time during an outage, the company said.
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Over the next three years, Rogers will also make a $10 million investment with a focus on reliability.
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“This includes more monitoring, more testing and greater use of artificial intelligence to ensure that we are able to provide you with reliable service,” Staffieri said.
Additionally, the company partnered with technology companies for a full network review to “learn” from the outage.
“We will share the lessons with our industry for the benefit of all Canadians,” Staffieri said. “I know it is only through these actions that we can begin to restore your trust in Rogers and earn your trust back. Thank you for giving us the opportunity to do so.
In addition to telephone and Internet services, Interac payments, including services such as wire transfer, are used millions of times by Canadians, also declined during the outage.
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Representatives of the company are due to appear before the House of Commons industry committee on July 25 to discuss the outage in more detail.
On July 15, an emergency meeting was held by the committee, which voted unanimously to open an investigation into the outage.
The committee will look at the cause of the outage, its overall impact, the best ways to avoid future outages, and how to better communicate with the public during similar situations.
– With files from The Canadian Press
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