Rogers says it will compensate customers with the equivalent of five days of service in response to last week’s major outage, calling it a “first step” in restoring trust with Canadians.
A spokesperson told Global News on Tuesday that the company “will continue to work around the clock to restore Canadians’ trust in us” following Friday’s outage, which affected wireless service, internet connectivity, telephone lines and important infrastructure such as the Interac payment network for almost all day.
The five-day credit was first reported by the Toronto Star.
Rogers outage – What we know so far about refunds for Friday’s service outage
Rogers CEO Tony Staffieri told Global News in an interview Monday that the credit will automatically be applied to customer accounts.
The compensation should automatically appear on the next month’s bill, although he said some could be processed the following month.
This approach is similar to how Rogers handled refunds for its April 2021 outage.
Affected customers will not have to request a refund under any circumstances. Text messages claiming to be from Rogers and asking users to enter information or click on links to claim their compensation should be treated as probable spam.
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Users of internet service provider Start, which piggybacks on Rogers’ network and also saw its service cut on Friday, will have to wait a little longer for clarification on compensation. Start told Global News in a statement Monday that it was awaiting guidance from Rogers and the federal government on how wholesalers would be affected following the outage.
Rogers outage sparks lawsuit, compensation and competition questions
The Canadian Radio-television and Telecommunications Commission (CRTC) on Tuesday ordered Rogers to provide a “full explanation” of the outage, giving the company until July 22 to respond to “detailed questions” from the regulator.
Technology and Industry Minister Francois-Philippe Champagne said Monday the CRTC will investigate the outage to find its root cause and how the resilience of Canada’s telecommunications networks can be improved. The CRTC said in its letter to Rogers on Tuesday that its request for detailed responses comes as it “reviews the complaints and calls for a public inquiry before it.”
Champagne said Rogers will cooperate with the investigation because it is in the “national interest” and a report will be written with further steps to be taken to improve resilience.
– with files from Abigail Bimman, Craig Lord and Aaron D’Andrea
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