Information on wireless service interruption - April 19 2021

Information on wireless service interruption - April 19 2021

Information on wireless service interruption - April 19 2021

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FidoStephen
Community Manager

Information on wireless service interruption - April 19 2021

UPDATE 4/20 4:22 PM EDT
 
An update for our valued customers: We know you depend on us and on April 19, we let you down - for this we are truly sorry.

 

As part of that, you won't be charged for your wireless services that were impacted on Monday, April 19. A credit equivalent to that day's wireless service fee will be applied to your May bill. This will be done automatically & no action is required by you.

 

We’re undertaking an in-depth review in partnership with Ericsson. We know that this was related to an Ericsson software upgrade that caused devices to be disconnected from our network. We will use our findings of that review to help prevent similar issues from happening again.

 

Again, we offer our sincere apologies and will work hard to earn back your trust.

 
 
UPDATE 4/19 11:59 PM EDT
Wireless calls, SMS and data services are now restored for the vast majority of our customers. A small number of services with other carriers are continuing to come back online.
 
We sincerely apologize for the inconvenience this outage has caused and thank you for your patience.
 
 
UPDATE 4/19 7:41 PM EDT
Fido wireless calls, SMS & data services are starting to return to normal for our customers. It will take several more hours for all customers and regions to return to full service. We will continue to work around the clock with our network partner Ericsson until that happens.
 
 
UPDATE 4/19 5:54 PM EDT 
We’ve identified the root cause of today’s intermittent wireless outage and are continuing to work hard to restore full service for our customers.
 
 
***If your services are still not restored, you can try restarting your phone or turning airplane mode on/off***


Accepted Solution

Re: [UPDATED] ⚠ SERVICE INTERRUPTION - APRIL 19 2021

Solved by Community Manager
UPDATE 4/20 4:22 PM EDT

An update for our valued customers: We know you depend on us and yesterday we let you down - for this we are truly sorry.

 

As part of that, a credit equivalent to yesterday’s wireless service fee will be applied to your May bill. This will be done automatically & no action is required by you.

 

We’re undertaking an in-depth review in partnership with Ericsson. We know that this was related to an Ericsson software upgrade that caused devices to be disconnected from our network. We will use our findings of that review to help prevent similar issues from happening again.

 

Again, we offer our sincere apologies and will work hard to earn back your trust.

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476 REPLIES 476
ldksparda07
I'm a Participant Level 2

Beautiful, just lost a day of work due to data not working 😠

Stouwer
I'm a Participant Level 1

Missed a very important phone call from a Specialist because of the outage. Not Happy!!!,

EFTC
I'm Qualified Level 1

Any updates??

 

The last time we have an outage this magnitude is when Fido is merging with Rogers networks.  I think that was in 2002 or 2003 ish.  That time it was well published and well notified. This time it is not and nobody knows what is happening and why.

 

My guess is Fido is trying to integrate 5G towers from Rogers into their system and then something went weird and now we are in the dark. 

 

Hopefully it will get fixed soon.  Good luck. You (Fido) can do it. You have not let me down since 1998.  Don't start now.

DeBringer
I'm a Participant Level 3

Rogers is down as well. Just got to their rogers.com page:

DeBringer_0-1618868503212.png

 

Fisraelstam
I'm a Participant Level 1

Regular updates are when you tell us what has happened and when it is expected to be repaired every hour or so.

The outage was already happening at 7 this morning when I first used my phone. So we should have had 10 updates by now.

 

My family make a living working over the phone their self employed work. They are losing hundreds of dollars today plus might also lose clients who couldnt get their promised appointments today. 

 

Time to create fail safe backups or reciprocal arrangements with other providers (Bell?) at Rogers Fido so the networks can be switched over when this type of thing happens. The whole economy is stopping because of this. 

I expect huge compensation like no charges for 3 months at least.

 

 

tweaver
I'm a Participant Level 2

Yes! I am in the same boat. Impossible to access clients, I tried to get some compensation for this as well as the fact that I have no landline and am the sole carer for elderly parents. The FIDO chat routed me to India. That was helpful. 

Sacha12
I'm a Participant Level 1

I agree with you. We're not very happy about this either. I may have lost alot of appointments iv been waiting on because of this. 

renee0815
I'm a Participant Level 1

can you update the situation?

What's happened? when it's gonna be solved? or at least what status you are in?

 

I don't know what's the point to follow this if  I can't find any useful information here.....

DeBringer
I'm a Participant Level 3

I think this is common issue with Rogers. Just go to rogers.com:

DeBringer_1-1618868566980.png

 

9r9r
I'm a Participant Level 1

I lost service (data, text, calls) at 730am this morning.  I don't have a landline. I am lucky in that I can go into the office and suffer on wifi, but this is ridiculous for those that are forced to do virtual doctor's appointments, multi zoom calls, for their living etc. I don't doubt that on the way home I will witness an accident, or crime and be completely helpless, because, of course it would happen. Stop reposting your apology and give us a blanket timeline if necessary. 2 hours, 2 days, whatever. just a heads up that you also can't use your apple pay/wallet.

 

Awesomesauce. 

cpsWebster
I'm a Participant Level 1

How trash is your service, it has been down for at least 8 hours now and you cant even tell us why. Are you kidding! what a joke! This could last for days and your stupid asses wont tell us. .

JRL-1
I'm a Participant Level 3

Pro Tip-Don't used "solved" as a descriptor for "we know that nothing is working".  Solved indicates that the outage is over, which it isn't.

 

Also-No Service here on Vancouver Island since at least 0630, I feel like I'm going to need to move to either a string and cup or sending telegrams.

Kianna
I'm a Participant Level 1

Do you know when it'll be back up?? I'm missing important phone calls to get my newborn registered and income set up for us. 

iggcam
I'm a Participant Level 1

We pay a lot for our phone and this is the worst service Ever

User14a1
I'm a Participant Level 3

 

How is FIDO going to reimburse customers for this lack of service?  

TJ74
I'm a Participant Level 2

I have been a long time user, but when it counts Fido/Rogers couldn't perform.  Time to look at other carriers that are more stable, more towers, reliable and can respond quicker to outages.  Not sure what I'm paying for as I've had no service all day today, which limited me from doing my work. Frustrated, annoyed, lack of confidence are a few words to describe how I'm feeling right now!  

Gunaseelan
I'm a Participant Level 2

I havent seen any outage like this since i started using my mobile

BKI1
I'm a Participant Level 1

Can you please let us know what the problem is - why is cell and text not working and the estimated time for repair? I'm trying to work and this is a big challenge. Thank you. 

Olgc
I'm a Participant Level 1

This is a joke!!! 

tweaver
I'm a Participant Level 2

Hey FIDO. I use my phone to work. When I tried to ask for compensation as I cannot work today, I was booted to a chat outsourced to India that has no idea what was going on. Why would they? 

 

Ty16
I'm a Participant Level 1

Need my phone for work in emergency calls had no service all morning and all last night can't use my data can't send text can't call like what am I paying for??? This is bull had you services for not even a month wow this is garage