Rogers unable to transfer customers to Bell, Telus


Rogers Communications Inc. said it was unable to switch customers to competing carriers during an unprecedented service outage earlier this month despite offers of support from Bell and Telus.

In a filing with the federal regulator late Friday, the telecom giant also said it could not turn off its radio access network, which automatically connects customers to a carrier. other service providers to make 911 calls.

The new details provide a glimpse of options considered by Rogers during the shutdown, which will eliminate mobile, landline and internet service for millions of customers across Canada on the 8th. July.

The company said it was unable to route most 911 calls or issue four emergency alerts during service disruptions.

Rogers said that while competitors offer support during the downtime, they cannot move customers to a rival service provider.

It says that doing so will require access to parts of its system that were shut down during the outage.

Rogers said competing networks won’t be able to handle the spike in wireless customers, which the company has pegged at more than 10.2 million.

It said the associated increase in data and voice traffic could impede the operation of other service providers’ networks.

Meanwhile, Rogers considered shutting down its radio access network during the outage, which would automatically connect customers to another service provider to make 911 calls. But one Again, the company said the outage damaged its core system making such a shutdown impossible.

As a result, Rogers said its radio access network remained active and many customer phones did not automatically attempt to connect to another network.

While the number of failed 911 calls cannot be determined, the company says it is able to route “thousands” of 911 calls during the network’s outage while some Rogers customers are able to do so. make emergency calls using the Bell or Telus network.

Much of the specific information Rogers submitted to the Canadian Radio-Television and Telecommunications Commission has been redacted from the document for security and competition purposes.

Rogers also said four emergency alerts, all issued in Saskatchewan, failed to reach customers during the outage.

It said one warning from the RCMP involved a dangerous person while three tornado warnings were issued by Environment Canada.

This Canadian Press report was first published on July 23, 2022.

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