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
Lijo4u
I'm a Participant Level 2

For me Data and Text is working now(GTA).

Voice is still down

DerrickS
I'm a Participant Level 1

With this kind of Outage or Break in service you 'FIDO' should be giving us hourly updates as we are all paying customers that rely on our phones. This is completely UNACCEPTABLE.  

JohnBob
I'm a Participant Level 1

welp my service has returned vancouver region, lower mainland...
Buttt, my phone has a connection, but calls are uncompleted / dropped.
It's a start.

SGMONTY91
I'm a Participant Level 2

WTF!!? My data and calling are still out and I live in Vancouver BC

si
I'm a Contributor Level 2
I'm a Contributor Level 2

No Fido cell phone service for me for at least 12 straight hours now, when I first noticed that I had no signal. I was initially worried that there might be something wrong with my old phone, until I came here and saw all of these many posts. I hope this situation is fixed very soon. I doubt Fido will offer any compensation..

Meher711
I'm a Participant Level 1

My mom and dad are in hospital due to Covid, during this critical and difficult time when connectivity is so essential your service is down and how much more time you guys need to fix it. I regret the day I chose to select fido as my service provider. I will be closing all my business with Fido as soon as possible. 

Paul30yrloyal
I'm a Participant Level 2

This is no intermittent outage!!

this is obviously a scheduled maintenance/ construction it started on schedule and will be fixed by the end of work day🤷🏼

#tellthetruthfidorodgers

Paul30yrloyal
I'm a Participant Level 2

#ROGERS

Vilma25
I'm a Participant Level 1

My daughter's line havent been able to get her service back since yesterday. I thought its already resolved?

Cdrysdale
I'm a Participant Level 1

I am in Calgary and have been unable to send texts or make phone calls since 8 am this morning. While at work this is my only way to communicate with my children who are learning at home. An update on a timeframe would be appreciated.

vgf
I'm a Participant Level 1
I'm a Participant Level 1

As far as I am concerned it is not intermittent outage. I am unable to phone or text since 8:30 am PST. 

Willa912
I'm a Participant Level 2

yes, the same here. I thought there was something wrong with my phone, hopefully, they will fix it soon. 

Kyrabrow
I'm a Participant Level 1

Is there any update about when service is gonna be restored?

Freddy985686755
I'm a Participant Level 1

The root cause was identified more than 12 hours ago according to this thread and still no estimated time for service restoration.

 

dmoed
I'm a Participant Level 2

the outage hasn't even been active for 12 hours.

Marnz
I'm a Participant Level 1

I am worried my data is in jeporday!  Do i need to reset my acct password?   also will Fido send out a text to say when service will return? thank you, New Fido customer

FidoStephen
Community Manager

UPDATE

 

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.

 

A message from Jorge Fernandes, Chief Technology Officer at Rogers:

 

To our valued customers,

 

Especially during these times, we know how important it is to stay connected and how much you rely on our services for work, school and staying in touch.

 

The intermittent wireless service issues that started earlier this morning are unacceptable. On behalf of all of us here at Fido, I want to sincerely apologize for the significant impact and frustration that this has caused.

 

Our team of network experts, alongside our network partner Ericsson, are working hard to restore full service and have identified the root cause of the issue to help ensure it doesn’t happen again.

 

This situation is continuing to evolve, and I wanted to share what we know so far:

 

When did this start?

Early this morning, our network operations centre started to see that some wireless customers were experiencing intermittent issues with voice calls, SMS and data services. Our TV, home and business wireline Internet, and home phone services were not impacted.

What happened?

We have identified the root cause of the service issues and pinpointed a recent Ericsson software update that affected a piece of equipment in the central part of our wireless network. That led to intermittent congestion and service impacts for many customers across the country.

What are you doing about it?

We have addressed the software issue and our engineering and technical teams will continue to work around the clock with the Ericsson team to restore full services for our customers. 

When will services be restored?

We do not have an exact time yet as it may take us several hours to get everything back up and running normally. It’s important that we bring wireless services back up gradually as we return to full service. You have our full commitment that we will not rest until all services are restored.

How can I be updated?

We will continue to provide updates every few hours. Please visit Fido.ca or any of our social media channels for the most up to date information.

 



dmoed
I'm a Participant Level 2

I appreciate your service. 🥳

PREE
I'm a Participant Level 1

Hi

1:  Is there an estimate time of when services will be restored?

2:  How will customers be compensated for not having access to services that are essential and that have been paid for?

3:  Will you be providing compensation for each phone line effected?

4:  is there a way to prevent this in the future?

Take care,

Sunita

FidoStephen
Community Manager

Hi @PREE,

 

Thank you for your patience with this. Unfortunately I don't have answers to all of your questions, but services are gradually coming back nationwide. It may take some time before it's fully restored. As mentioned in the update, our team of network experts, alongside our network partner Ericsson, are working hard to restore full service and have identified the root cause of the issue to help ensure it doesn’t happen again.

 

I'll update this thread as soon as I know more.



Solenya
I'm a Participant Level 3

Imma totally let you finish, but we all know that you did the outage best back in 2003! Best outage of all time in fact. *drops mic, puts on Kanye '80's slatted sunglasses*