July 19, 2024
A person looks at a cellphone displaying a Rogers service interruption alert in Montreal on Friday, July 8, 2022. The outage lasted 26 hours and affected 12 million people.

Human error caused 2022 Rogers outage, system ‘deficiencies’ made it worse: report

The Rogers outage lasted 26 hours, cut 12M people off from 911 and other network services

The 2022 Rogers outage that left 12 million people without wireless and hard-wired services was caused by human error and made worse by management and system “deficiencies,” says an independent review conducted for Canada’s telecommunications regulator.

The review report also says steps taken by Rogers since the outage are “satisfactory to improve the Rogers network resiliency and reliability, as well as to address the root cause of the July 2022 outage.”

The 26-hour outage started early in the early morning of July 8 and left individuals and businesses without access to their mobile, home phone, internet and 911 services.

The Canadian Radio-television and Telecommunications Commission (CRTC) commissioned Xona Partners in September 2023 to undertake the review and determine what caused the outage.

The engineering consultancy was also tasked with looking at whether the measures taken by Rogers since the outage are sufficient to prevent another incident.

Full report to be released, with redactions

Xona Partners’ findings were contained in the executive summary of the review report, released this month. The CRTC says the full report contains sensitive information and will be released in redacted form at a later, unspecified, date.

The report summary says that in the weeks leading up to the outage, Rogers was undergoing a seven-phase process to upgrade its network. The outage occurred during the sixth’s phase of the upgrade.

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