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We’re committed to delivering a reliable experience and working around the clock to keep our customers connected. However, temporary service interruptions may occur from time to time due to planned activities (such as network upgrades) or unplanned events (such as construction or extreme weather conditions). Here’s everything you need to know about residential service outages.
A residential service outage is any disruption to the normal functioning of your home internet, television, or phone service. Sometimes, only parts of a service are temporarily affected, such as access to specific TV channels or an aspect of the experience, such as internet speed or TV picture quality. In the most extreme cases, the Service may be completely unavailable for a period of time.
Service outages can be planned or unplanned. For more information about temporary service outages related to planned network upgrades and maintenance activities, see the Planned Network Maintenance FAQ. If you’ve been informed of the expansion of fiber optic networks in your area, visit More Fiber Power is Coming.
Service interruptions can occur for a number of different reasons, such as technical or equipment issues, fiber optic failures, power outages, construction, severe weather, and network overload due to emergencies or extreme conditions.
Even if a service outage is unplanned, our team has a plan in place to handle and resolve the issue quickly. The time it takes to restore service will vary depending on the nature and extent of the disruption. In some cases, such as a Rogers unit losing power, we may just have to wait for power to be restored to the area.
If you have one or more Rogers IgniteTM services and have provided us with your preferred contact information, we will also notify you via text message or email when we notice a service outage in your area. We’ll also send you a message once restored. Visit rogers.com/profile to update your email address and mobile phone number in your account settings.
Once a service outage is discovered, our staff and teams work together to find the root cause and resolve the outage as quickly as possible. This often means sending one or more technicians to the site to assess the situation while providing ongoing updates to our control tower until a solution is found.
We actively monitor the performance of our network and invest in continuous improvements to deliver reliable performance today and tomorrow. Our ongoing network management includes the ability to add capacity as needed and strategic investments to stay at the forefront of technology innovation.
