The IT Nerd

Here’s another twist in the ongoing saga of the Rogers outage that has affected a client of mine along with untold others for the last few days. Rogers on Sunday promised that things would be up and running by that evening. Which by today was proven that they didn’t bring people online as promised. And to top it off while some people got online today, many didn’t.

The latest plot twist can be found in these Tweets that were just posted to the Rogers Helps Twitter account:

We’ve completed all transactions to connect our Internet and Home Phone customers to our network. While the majority of our customers (1/4)

— RogersHelps (@RogersHelps) October 24, 2017

are back online, during this process we uncovered an unforeseen secondary issue affecting some of our customers who are continuing (2/4)

— RogersHelps (@RogersHelps) October 24, 2017

to experience a delay in connecting to the network. We’re working diligently to solve this issue (3/4)

— RogersHelps (@RogersHelps) October 24, 2017

and we sincerely apologize for the inconvenience. We truly appreciate your patience. (4/4)

— RogersHelps (@RogersHelps) October 24, 2017

This is quite literally unbelievable. By that I mean that I am having a hard time believing this. Why? From where I sit, a significant number of Rogers customers are still not online as I type this. And they have been for days. Given how long this has been going on and the sort of resources that Rogers must be throwing at this, this new issue cannot be plausible.

Predictably, this isn’t going over well on Twitter:

https://twitter.com/Kevinjuanzo/status/922619099808645120

Can you chk if Im 1 of the customers affected by the unforeseen issue… DMed alrd. Still @ work cause I have no internet @ home

— LifeofActuary (@CA_Finance_Noob) October 24, 2017

You’re joking right?! What kind of technicians you hired?! ‘Largest internet provider’ my @ss!you can’t even connect a modem to the network

— Horacio A. Coronel (@horaciocoronel_) October 24, 2017

If this isn’t resolved by morning I’m canceling my service. I’ve been duped too many times with false statements.

— Heidi (@hlynch667) October 24, 2017

The fact is that at this point, Rogers can kiss whatever credibility that they had goodbye as none of their users who are offline are likely to believe what Rogers is saying.

Consider this to be a full blown PR crisis that is spiraling out of the control of Rogers.

UPDATE: An increasing number of people are coming back online. Details here.

This entry was posted on October 23, 2017 at 8:51 pm and is filed under Commentary with tags Rogers. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.