Update from our wireless network partner, Rogers

To our valued customers – on Friday July 8th we experienced a network outage across both wireless and wireline services. Our network is now fully operational to the standards you have come to expect. Once again, we sincerely apologize for the impact this has caused our customers. We will be automatically crediting customers with the equivalent of five days service. You do not need to contact us for the credit as it will be automatically applied to your account.

Can you tell us what happened?

We’ve narrowed the cause of the outage on July 8, 2022, to a network system failure following a maintenance update to our core network, which caused a router malfunction early Friday morning.

Our core network processes, transmits and connects data and voice traffic for all of our wireless and wireline (internet) customers across Canada. This is how all major carriers in Canada and globally service wireless and wireline customers.

Are all services back up and running?

Services are restored and our network is fully operational to the standards you have come to expect.

How did you resolve the outage?

Identifying the root cause is a critical part of our work in a network impact like this. We narrowed down the cause to a network system failure following a maintenance update to our core network, which caused a router malfunction early Friday morning.

In response, we disconnected the specific equipment and redirected traffic, which allowed our network and services to come back online over time as we managed traffic volumes returning to normal levels.

We know we let our customers down. Our focus throughout the outage was getting our customers back up and running as quickly as possible.

How will you make sure this doesn’t happen again?

Rogers is committed to making changes and investments to help ensure that it will not happen again.

Our technical experts and global vendors are continuing to dig deep into the root cause and identify steps to increase redundancy in our networks and systems.

As well, working with governments and our industry, we will implement what is needed to help preserve access to 911 and essential services during an outage.

Can you confirm that my personal information is protected?

There is no indication that personal information has been compromised as a result of this outage. We take protecting our customers’ personal information very seriously and have put in place strict policies and procedures to safeguard their information.

What are you doing for customers?

We want to do the right thing for our customers. We will be automatically crediting our customers with the equivalent of five days service as a way to show our commitment to earning back your trust. No action is required from you.

Do I need to contact you to get my credit?

No. Your credit will be automatically applied to an upcoming bill, so no action is needed on your part.

We will not be sending you a text message or email about this credit. If you believe you have received a spam text message or email (for example, a text asking you to click on a link to get a refund), please visit our Frauds and Scams hub. Any suspicious texts should be forwarded to 7726 (SPAM). As always, please do not post your account number or share any personal details online.

Planning on travelling to the U.S.? You may be impacted. Read this important message BEFORE travelling to the U.S.

What is happening?​

Wireless providers in the United States, including AT&T and T-Mobile, will permanently shut down their 3G/HSPA networks effective July 1, 2022.​

As of July 1, 2022, all major U.S. carriers will permanently shut down their 3G/HSPA wireless network service within the U.S. (including Puerto Rico and the U.S. Virgin Islands). If you're still roaming in the U.S., starting on July 1, 2022, you will no longer be able to use wireless roaming services (including Emergency 9-1-1). Please note, there is no impact to your service while in Canada.​

ALL customers will no longer be able to use wireless roaming services, such as wireless calls (including 911 calls), send or receive text messages or use cellular data while in the U.S. (including Puerto Rico and the U.S. Virgin Islands).

Can I continue to use my wireless phone in the U.S.?

You will no longer be able to use wireless roaming services in the U.S. as of July 1, 2022. You will no longer be able to make or receive wireless calls (including 911 calls), send or receive text messages or use cellular data while in the U.S. (including Puerto Rico and the U.S. Virgin Islands).

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What if I don’t plan on using my phone in the U.S? Do I need to do anything?

If you’re certain that you won’t be using your device in the U.S., no additional action is needed.

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Can I continue to use my wireless service in Canada and outside the U.S.?​

Absolutely. The U.S. 3G/HSPA network shutdowns will not impact wireless service in Canada or while travelling to non-U.S. destinations.​​

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Can I use Voice over Long-Term Evolution (VoLTE) roaming calling in the U.S.?

Unfortunately, no. Wireless service is not VoLTE roaming capable on our network service. ​​

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If I purchase or use a new device, will my wireless service work in the U.S.?

Unfortunately, no.

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Why am I paying for a roaming plan that I will no longer be able to use?

We notified impacted customers that as of July 1, 2022, we will be removing all U.S. roaming features from U.S. roaming plans. If you wish to change your plan please contact us.

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Will I be able to use my Travel Pack or roaming add-on after July 1, 2022?

No, as of July 1, 2022, all US roaming travel packs and add-ons will no longer be offered at Cityfone, and if you currently have a Travel Pack or roaming add-on it will be removed from your account and you will no longer be charged.

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Extended Coverage is meant to provide additional coverage to our customers in areas they sometimes travel to. It’s intended to be used occasionally and the majority of your monthly usage (talk, text and data) must occur on the Rogers network. If the majority of your monthly usage occurs within Extended Coverage areas, we may restrict or limit your access to Extended Coverage, on an ongoing basis.

Your device will always connect to the Rogers network if it’s available. Once you’re within an Extended Coverage area, the signal strength may vary and you may experience slower speeds for data. A few enhanced features may not be available, including:

• Name Display
• 411 Directory Assistance Call Completion
• #s and short codes

If you’re on a call when you enter an Extended Coverage area, the call will drop. Once you see ‘ROGERS-EXT’ appear on your device screen, you can call back to complete your call.
If you’re on a call in an Extended Coverage area and you move to an area with overlapping coverage, the call will not drop. You will stay on Extended Coverage for the duration of the call.
Please note that Rogers and our roaming partners may, without notice, change networks or geographical coverage areas. Rogers is not liable for any loss suffered as a result of any disruptions or outages to Extended Coverage, or as a result of any changes to Extended Coverage areas.

There is no additional charge to use your device within an Extended Coverage area. So any talk, text or data you use in an Extended Coverage area is included as part of your current plan and will be billed in the same way as usage on the Rogers network.

Talk and text services will work right away once you enter an Extended Coverage area. To use the internet for email, maps and more, just check to make sure data roaming is turned on in your device settings.

You’ll receive a text message the first time you enter an Extended Coverage area, and if you use Extended Coverage regularly, we’ll remind you occasionally. On most devices, you’ll also see ‘EXT’ or a roaming indicator on your device screen, which means you’re using Extended Coverage.

Extended Coverage is available on all of our plans. You just need a compatible device (i.e. any HSPA, LTE or 3G device). Extended Coverage is meant to be used by customers who live within the Rogers network and happen to travel occasionally into Extended Coverage areas.