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Twitter roars over Rogers Internet outage in Toronto

Posted by Chris Bateman / January 10, 2013

Rogers Internet DownLast night wasn't a good night for Rogers home and cellular customers: a major outage affecting much of Southern Ontario and possibly parts of New Brunswick cut home and mobile Internet services to cellphones and computers. In the age of ubiquitous connectivity, that's a big problem.

This morning, the company confirmed it had restored service to its customers but not before hoards of disgruntled Twitter users had a chance to unleash their collective fury on the microblogging site (presumably after finding another way of getting online.) No reason was given for the prolonged issues.

Much of the rage stemmed from the lack of information from the company, possibly because it was having problems getting online itself. Messages on Twitter and Facebook explaining that customers should stop dialing its tech support lines were unlikely to have been seen by those endlessly rebooting their computers in search of a solution.

Here's the best of the #rogers and #rogersfail hashtags from what remained of the Internet last night.

Chris Bateman is a staff writer at blogTO. Follow him on Twitter at @chrisbateman.

Discussion

61 Comments

sac / January 10, 2013 at 10:31 am
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This may sound really naive, but if internet and cellular were both malfunctioning how did these people get on Twitter to air out their grievances.
ender replying to a comment from sac / January 10, 2013 at 10:40 am
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Not everyone uses Rogers for both internet and cellular.
Rob / January 10, 2013 at 10:45 am
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I'm no fan of Rogers (in fact, I downright despise them), but what have become if a few hours of non-internet time causes such outrage? For fuck sakes, how about a face-to-face conversation with a real human? Or just take a nap!
FoolProof / January 10, 2013 at 10:47 am
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I cannot believe people still use them... they cap their bandwidth! You can get truly unlimited broadband service from TekSavvy for less! I dropped Rogers years ago and never looked back. Oh yeah, and I have never had any outage with TekSavvy... Consumers really need to do their homework and shop around for better value services.
Steven / January 10, 2013 at 10:48 am
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RIP Rogers.
cathy / January 10, 2013 at 10:49 am
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I use my phone (Koodo) for emergency internet access so was able to go online to look for a Rogers number, but the lines were all busy. Wasn't until I called a friend (who was on call at work and needs to be online) to ask them to look up another number that I realized there was a widespread problem. I really did think it was just me because although I couldn't visit websites I was downloading something at the same time and that was working just fine.

My phone data plan is pay as you go, though, so I get annoyed when I have to use it.
Every guy / January 10, 2013 at 10:57 am
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Changed my DNS to 8.8.8.8, was able to resume porn downloads.
Brian / January 10, 2013 at 11:04 am
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If you had changed your DNS to Google (8.8.8.8) it would have worked. (as Every guy said). The issue was Rogers DNS. You'd think they'd know how to run that.
zkpxo / January 10, 2013 at 11:10 am
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FIRST WORLD PROBLEMS!
CLEW / January 10, 2013 at 11:15 am
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Really, people? This is so sad. How did people EVER survive before having instant access to the brain farts of B list celebrities and photos of your friend's risotto? Get your heads out of your asses and try living in the real world for once.
Matt Y replying to a comment from Rob / January 10, 2013 at 11:18 am
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I agree with what you're saying, but it's Rogers way of "handling situations" that bothers most people. Not having internet didn't bother me one bit, but some people use it for business and would be justified in their response. In saying that, people that were upset that they couldn't tweet what they were having for dinner and people that couldn't post a picture of their cat chasing it's tail can just suck it up. Where I live, I have no choice in what internet provider I use. I accepted the outage and dealt with it. I have a life.
cathie / January 10, 2013 at 11:26 am
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Yup, "Clew" above is indeed correct. Read a book, talk face to face with another human being, go for a walk, clean a toilet, bake a pie, walk the dog. The list of things to do is endless. The problem is that it requires a bit of thinking vs. staring zombie-like at a computer.
Dave / January 10, 2013 at 11:38 am
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Ha ha! Silly Rogers subscribers. You have only yourselves to blame.
opensource1111 / January 10, 2013 at 11:39 am
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Uh, I believe the issue is not being able to use a service you pay for. I could have done something else, but at that moment, I wanted to receive the paid service I was promised.
Stra / January 10, 2013 at 11:39 am
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yesterday was not a good day for Rogers - the Fan 590 also went off the air for an extended period of time (3+ hours) during their best air time - the Tim & Sid show. It was just noise playing. Incredible. Of course they got it back up just in time for their highest paid employee to come on the air.
Ted Rogers replying to a comment from CLEW / January 10, 2013 at 11:44 am
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You mad bro?
HLBB replying to a comment from Rob / January 10, 2013 at 11:47 am
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Totally agree, after the 4th disconnected call to tech support, I read a book and went to sleep.

But it wasn't just socializing that was affected. Because I work in the cloud, I now have hours of lost work to catch up on.
CLEW replying to a comment from opensource1111 / January 10, 2013 at 11:53 am
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Well unfortunately, not everything in the world works as it should, all of the time... so, chill?
notahipster / January 10, 2013 at 12:12 pm
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called rogers and bitched them out, got 20 credit on my next bill. the outage was worth it, the wife was bored so i got laid!
Rob replying to a comment from notahipster / January 10, 2013 at 12:32 pm
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There's something about the word "laid" that just doesn't apply to wives or husbands. It's like saying you got "lucky" with your wife...just doesn't quite work. But I'm happy for you either way
opensource1111 replying to a comment from CLEW / January 10, 2013 at 12:38 pm
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ok. Don't I seem pretty chill?
Lauren / January 10, 2013 at 12:49 pm
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Rogers probably couldn't update us for 2 hours because they were using their own shitty services!
Bread / January 10, 2013 at 01:09 pm
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People, don't use Rogers. Kinda surprises me how many people choose to stay with an ISP that treats them like shit. I'm with Tek Savvy and I'd never go back to Rogers or Bell. It's a crime what they get away with charging for what they give.
lolyep / January 10, 2013 at 01:32 pm
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Tek Savvy just leases the lines from Rogers and Bell. Same network... same issues.
Me / January 10, 2013 at 01:49 pm
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BOOFUCKINGHOO!!! People really need to realise what real problems ARE!
j-rock / January 10, 2013 at 02:04 pm
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I stopped using Rogers as my cellular provider years ago, but continue to use their internet services, mostly out of laziness. Last night's service outage was annoying, and the way in which it was handled was yet another black mark for their customer service department.

But I think the somewhat over-the-top reaction by a lot of people would indicate that many of us could use a small dose of perspective. Temporary disruptions in utilities are a fact of life, even in countries like Canada - where they are remarkably rare compared to other parts of the world. But when the lights go out, people don't go crazy on Twitter.

I spent the first 17 years of my life without even knowing what the internet was, and we got by just fine. I have a hard time believing that the 3 hours it was down last night had a lasting impact on anyone.

I'm not a huge fan of the "first world problems" meme, but it was tailor-made for the hysterical reaction by some to a pretty insignificant event.
Kate / January 10, 2013 at 02:09 pm
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Teksavvy does not have the same issues. I have been with TekSavvy for over 2 years and have never had one single outage - including last nights outage.
Oh yah and they have never once in 2 years tried to pull one over my head with hidden fees. Wish I Had discovered this company earlier.
Try Again replying to a comment from lolyep / January 10, 2013 at 02:23 pm
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Teksavvy uses its own DNS servers and they did not suffer the same outage. Research a little about the issue before you jump to conclusions.
Torono / January 10, 2013 at 02:28 pm
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I can imagine most people use the internet for browsing, personal, work, etc etc..But i think this story shows most of all how lazy this generation is. Not just how lazy but how everyone is so isolated( stay in doors) And cannot manage to kill time without using a computer. So it was a couple hours big deal, did you die? What did you miss, nothing, i couldn't have turned on my tv to see or go outside to enjoy.
Rogers / January 10, 2013 at 02:47 pm
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Why Rogers billing system doesn't fail?
Ted Rogers / January 10, 2013 at 02:58 pm
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What people use their internet service for is inconsequential. What IS important, is that this paid service, one that we all know costs WAY more than it actually should, (charging for text messages that cost literally nothing) was down for an extended period of time leaving customers without. Saying that people should "get over it", "go outside" or "read a book" is extremely shortsighted.
Rob / January 10, 2013 at 03:19 pm
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If you stay with Rogers, you're no longer allowed to bitch about the telecom scene in Canada. You are part of the problem. There is nothing they provide-- except hardware-- that you can't get elsewhere for less.

It's like voting Rob Ford and complaining about transit. You do this to yourselves.
Rob replying to a comment from Rob / January 10, 2013 at 03:19 pm
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*can't get elsewhere for less (and you'll get better customer service and overall service as well)
Me / January 10, 2013 at 03:20 pm
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It's be funny to watch some of these people if they moved even an hour outside the city where it's quite normal to lose phone and/or internet for full DAYS at a time!!
Haha / January 10, 2013 at 03:47 pm
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oh NOOOOO!!!! The world was deprived of a few hours of Twitiot and Facespook updates. How utterly devastating!!
Haha / January 10, 2013 at 03:50 pm
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I suppose for a few hours this year, the world really DID end for some people! BWAHAHAHAAA!!!!
jerry / January 10, 2013 at 03:52 pm
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PR win: apologize and give everybody 10 bucks off their next bill

PR lose: just apologize

take a wild guess which one they'll pick
BM / January 10, 2013 at 04:15 pm
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Some people here are missing the point. It's not that we had nothing else to do, it's that we pay for a service and should get what we pay for.
opensource1111 / January 10, 2013 at 04:48 pm
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Hey, looks like I am not alone in my opinions (for once)! haha. The response from some here to the effect that these are first world problems, and get over it, and we should try living out in the sticks, etc - totally irrelevant. Do others outside of Toronto have it worse off in terms of access to tech - sure. So what? I, for one, did not "freak out" becuase of the outage, but I can still make comments about why it was not a good thing (or even a neutral effect thing).
Rob replying to a comment from BM / January 10, 2013 at 04:50 pm
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True. Anyone try calling for a refund?
Zebulon Zachariah / January 10, 2013 at 05:00 pm
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Man, if the apocalypse ever comes anyone under the age of 30 (and more than a few over it) with go to pieces without their tech.

They might even be forced to read a book--well, until the battery dies on their iPad that is. Pathetic.
Zebulon Zachariah replying to a comment from BM / January 10, 2013 at 05:05 pm
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They aren't missing the point. Things can fail from time to time when high tech stuff is involved and that's the reality of living in a society where we depend things outside of our realm of control. Do you expect a refund from Ontario Hydro every times there's a power failure? Seriously, what's the difference?

Unless the terms or service includes a clause giving a refund every time something stops working (which you must admit happens very rarely) then it just proves these babies are attached to their tech like an umbilical cord. The normal people just did something else.
John / January 10, 2013 at 05:24 pm
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I think people are missing the point, technical issues will happen but Rogers is a company that likes to advertise itself as progressive, innovative and that it's the best service on the block. The problem is they lack and sense of humility and prove it over and over again to it's customer base.

I don't have Rogers for my internet access or cell phone only for cable. Well my cable went out last night while everyone else's internet and cell service was out. Well it took me over 5 hours to get through to someone on the cable side and the only apology I got was, sorry we were busy.

If you pay for premium service you expect it. If you don't get it then your only ammunition is to take your business elsewhere, but this is a company that locks you into contracts so they will charge you to take your business elsewhere. You get one shot once every year or two to walk away.

The biggest problem is that most consumers don't know just how bad the technology we have is compared to other providers outside of Ont or Canada. Do your research don't buy into Rogers messages.

This is also a company that refuses to respond to customers. Their twitter feeds, facebook feeds were black last night while all of this was going on, in fact their Twitter feeds were selling products instead of responding to thousands of customers messages.

This is what a premium communications company is suppose to be?
Like anything until people take their business elsewhere and force the CRTC to make changes we will be stuck with this. Let the CRTC know how you feel.
F-off / January 10, 2013 at 06:25 pm
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Seriously? Blow me. This expectation of 100% uptime is insanity! That, coupled with the fact that this was simply a DNS issue that users could have easily rectified by choosing Google or OpenDNS servers instead of Rogers (if they bothered to even know what DNS was), makes all these complainers seem like whingey a-holes.

Rogers does NOT guarantee ANYBODY 100% uptime or a 10 min. RTO. READ A FRIGGING BOOK!
W replying to a comment from Rob / January 10, 2013 at 06:34 pm
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"If you stay with Rogers, you're no longer allowed to bitch about the telecom scene in Canada. You are part of the problem. There is nothing they provide-- except hardware-- that you can't get elsewhere for less."

I'm no fan of Rogers, but according to their website they offer download speeds far in excess of anything Teksavvy has available. Of course you pay more for the higher tier packages, but Rogers' maximum download speed is 250 Mbps while Teksavvy's is 28 Mbps.

If you compare packages with similar download/upload speeds, the price difference isn't that much, not to mention that Rogers' rates are discounted if you use more than one service. Again, I'm not saying they're a great company, but they do offer things that smaller companies like Teksavvy don't. If I'm misreading their website or missing something, please clue me in.

And to the people complaining about those who are upset over yesterday's internet outage, you sound like old people who endlessly complain that things were better in their day. The internet is part of our daily life now, accept it or live in the past. Reading the comments, it's amazing the assumptions people are making about others' internet use (people they've never met), as if people use the internet only for reading Charlie Sheen's latest tweet or whatever. Sorry, but the internet is a vital part of our society now just like phone service was in the past century, and so it's understandable that people are upset when it goes down.
Your Mom replying to a comment from CLEW / January 10, 2013 at 06:47 pm
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Some people need to be online for their jobs, dickbag.
Me / January 10, 2013 at 06:55 pm
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So, if the service is so bad, why don't you just use someone else? Simple. it's funny how the internet through Twitiot, Facespook, etc has made people so completely over the top in their reactions. Get a grip.
Haha / January 10, 2013 at 06:56 pm
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George Orwell must be laughing his ass off in his grave.
BM replying to a comment from Zebulon Zachariah / January 10, 2013 at 07:09 pm
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In a perfect world I would, yes.
On a side note, if Rogers didn't have so many other problems this would not bother me so much. It's a culmination of a company that continues to make money off the customers it cares nothing about.
Right replying to a comment from Your Mom / January 10, 2013 at 08:39 pm
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Nice choice of words. What are you.. 10 years old?

If you must be online in order to earn a living, you should have a backup connection. If you can't do that, then go to an internet cafe or a library. Not Roger's fault.

Samer / January 10, 2013 at 09:19 pm
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Switch your DNS on your computer to Gogole's IP:
8.8.8.8
8.8.4.4

I experienced no blackouts, my friends on the same network did though. I switched their DNS to those, and they were back online.
LA / January 10, 2013 at 09:23 pm
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I was annoyed by the Rogers outage for a few reasons. A) Rogers is super expensive and isn't that great. My partner and I actually switched to Bell for a short time a while ago, and it sucked even more than Rogers if that's possible, so we went back to Rogers. It's not like we have a lot of options here……. This is the first I'm hearing of Tecksavvy so I'll look into it. But it's not like we've always had ALL these options and Roger's customers are idiots. We have few options and none are really that great.

B) Our internet is always turning off randomly anyway. Rogers' has replaced things a few times but it keeps happening. I don't know technology. All I know is that I have to unplug and plug stuff back in all the time to make the internet work. So last night, I naturally thought that that was the problem and kept on unplugging and plugging cables back in, not knowing that this was a DIFFERENT issue! If I had known, yeah I would have taken a nap/read a book/ etc. But I thought it was our recurring issue which was annoying and made me hate Rogers more.

Overall yeah, big deal….. I'm actually shocked that people were tweeting and stuff about it. It's just annoying because Rogers is such a crappy company. Hello Tecksavvy??……...
Rob replying to a comment from W / January 10, 2013 at 09:39 pm
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I'm speaking with respect to the average person who is willing to wait ten minutes for a song download instead of ten seconds. With the competition not requiring contracts and being more reliable and cheaper, albeit slower, Rogers should function as a specialty ISP, not the top dog in town. I would argue as well that a higher max download speed is canceled out by much lower caps, being more expensive unless you bundle, and poor customer service.
Rob replying to a comment from W / January 10, 2013 at 09:40 pm
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Anecdotal as well, but my Teksaavy service always surpassed what Rogers was able to provide in my neighbourhood. I`ve heard the same from others as well-- those download speeds aren`t always accurate.
v79 / January 10, 2013 at 11:43 pm
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I love the losers asking for a month of free services for a 3 hour outage. Fact is, most internet providers guarantee a 99% uptime, which means it could be out for more than three whole days before they break that promise. Suck it up crybabies.
David / January 11, 2013 at 01:32 am
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I like Rogers. But then, I'm a shareholder, not a customer.
t replying to a comment from W / January 11, 2013 at 09:18 am
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"I'm no fan of Rogers, but according to their website they offer download speeds far in excess of anything Teksavvy has available. Of course you pay more for the higher tier packages, but Rogers' maximum download speed is 250 Mbps while Teksavvy's is 28 Mbps.

If you compare packages with similar download/upload speeds, the price difference isn't that much, not to mention that Rogers' rates are discounted if you use more than one service."

This may be true, but the average person needs no where near 250Mbps download speeds and it costs $225.

for the more reasonable packages Rogers offers 6Mbps and 20Gig cap ($38) for slightly less Teksavvy offers 14Mbps and 300Gig cap ($37).

The real issue for me is, what can you do with a 20Gig cap. I watch all my TV online and streaming from Netflix is about 1 to 2 Gigs per hour, so that could be as little as 10 hours a month and that's not including doing anything else on the internet.

Also, on that package of Rogers it's $4 for each additional Gig. That could add up rather quickly
Simon Tarses replying to a comment from Every guy / January 13, 2013 at 11:49 pm
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Just out of curiosity, how do you do that?
Bob Bobson / January 29, 2013 at 08:22 pm
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I’m not surprised in the least. Stupid, worthless Rogers already has absurdly high prices and yet keeps raising them every single month while simultaneously cutting parts of their services and reducing the quality of the already unreliable parts they don’t cut. Ridiculous!

They constantly rape customers and bleed them for every cent they can get so that they can waste it on Sky Domes, sports teams, etc. (i.e., toys and high pay-checks for the execs). To be blunt, I am glad Ted Rogers died and hope the other execs die too.

If there were an alternative where I live, I would dump Rogers faster than a 50¢ syphilitic hooker. Everybody who has a choice should leave them immediately.
Jeff Landeen / March 5, 2013 at 11:06 am
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Once again their service is down. When will they get their shit together.
Edward replying to a comment from sac / July 10, 2013 at 11:19 am
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And I laugh at Rogers and hope (against hope) that they sink into mediocrity. I left their internet service over a year ago (and dealt with them for over a decade) their accusations of overage (when we were away over the Canada Day weekend with everything off) was the last straw. boo Rogers. boo.

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