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Telecom complaints increased by 12 percent in recent months, CCTS’ mid-year report shows

Telecom complaints have dramatically increased in recent months, according to a report from the Commission for Complaints for Telecom-Television Services (CCTS).

The report, covering data between August 1st, 2022 and January 31st, 2023, shows complaints rose by 12 percent, with Rogers accounting for most of the platforms (17.4 percent), taking the position for the first time.

The report shows loss of services drove the company’s position, with 187 of its 1,294 complaints geared towards the July 8th outage. Customers were displeased with Rogers issuing five days of credit for the outage. Anger from the outage resulted in problems at CCTS as well.

“On July 8, 2022, the CCTS received nearly double the number of calls and chats from customers,” the report notes. Some calls were not able to connect to us, as our circuits were overwhelmed by the call volume.”

Bell had the second most complaints, followed by Telus, Fido, and Koodo. A majority of the complaints focused on wireless services. Internet issues received the second most complaints.

Compared to the CCTS’s 2021-2022 mid-year report, Telus saw the largest increase in complaints, at 81 percent. Its flanker brand Koodo had the second-highest complaint increase.

Despite Bell having the second-highest count for accepted complaints, the company saw its overall complaints drop by six percent compared to the last report, the only company in the top five to see a decrease.

Image credit: CCTS

Code breaches

The wireless code is made up of a set of rules service providers must follow, covering everything from contracts to issues with mobile devices. The report confirms 36 wireless code breaches, up from the 24 reported in the last mid-year report. A majority relate to providers failing to give customers proper notices with all relevant information before disconnecting services.

The recent report also reports 4 breaches of the internet code.

Image credit: Shutterstock 

Source: CCTS

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Rogers outage class action request likely to be heard in June

The lawyer overseeing a class action lawsuit against Rogers for the July 2022 national outage says a request for authorization to launch the suit will likely be heard in June 2o23.

Lawyer Joey Zoukran of LPC Avocat Inc. emailed the Montreal Gazette on March 31st to share the news. Zoukran explained that Rogers’ request to file preliminary evidence contesting the class action was granted. The hearing for authorization will likely take place at the Montreal courthouse on June 22nd.

Authorization (or certification as it’s called outside of Quebec) is part of the process that turns a lawsuit into a class action. This is also when the court determines if all the plaintiffs share a common claim and meet various criteria. CTV News has a great explainer on class actions you can view here.

The lawsuit against Rogers alleges the company’s compensation for the July 2022 outage wasn’t adequate. Instead, it seeks $400 for each customer of Rogers or its subsidiary brands like Fido and Chatr that lost service during the outage.

The outage started early the morning of July 8th and lasted two days or more in some regions. Rogers said a maintenance update in its core network caused the outage, which took down various services, including internet and calling, across Canada.

Innovation Minister François-Philippe Champagne previously said the outage would be a factor in the Shaw merger decision, but Champagne greenlit the merger on March 31st, 2023.

Source: Montreal Gazette

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Rogers releases blocks of blacked out text under CRTC order to share redacted information

Rogers has released a list of blacked-out documents in response to a Canadian Radio-television and Telecommunications Commission (CRTC) order asking for redacted details on the July 8th outage.

Rogers filed two responses following the incident that impacted thousands across the country. The first of the responses included six confidential appendices. Rogers shared some details on one of the appendices in its second response.

Five remained confidential before the company released redacted versions on March 8th. But the release hasn’t shed more light on the incident.

The amended appendices didn’t show the number of telecommunications service providers (TSPs) impacted by the outage. The same applied to most of its roaming partners and third-party internet providers (TPIA).

All it revealed was Freedom Mobile customers roaming on Rogers’ network and TekSavvy’s internet customers were impacted, information the public already knew.

“As a wholesale provider of telecommunications services in Canada, several other carrier [sic] using Rogers’ networks were impacted by the outage,” the company states in appendix one.

The outage also impacted critical services under federal, provincial, territorial and municipal bodies. While Rogers’ kept much of this list hidden, it did say the outage impacted passport offices, the City of Ottawa’s municipal services, and police services in Ottawa.

The outage also impacted Interact services, including point of sales, e-transfer, and debit functions. While Rogers didn’t reveal the services it offers the company, it did say the two are “reviewing the existing solution design.”

The other appendices cover prior service outages and what the company has done to prevent future outages. The specifics haven’t been shared publicly.

Image credit: Shutterstock 

Source: Rogers/CRTC

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CRTC orders Rogers to disclose redacted details on July outage

The Canadian Radio-television and Telecommunications Commission (CRTC) wants Rogers to share more details on its July 8th outage publicly.

The Toronto-based telecom company filed two responses with the Commission following the outage: the first on July 22nd and the second on August 22nd. However, these responses contained vast amounts of redacted information. In some cases, Rogers blacked out entire pages.

The first response contained six appendices marked as confidential. Rogers disclosed additional information from this response on August 12th, including sharing one of the six appendices. For months, five remained away from public view. The Public Interest Advocacy Centre (PIAC) argued the move wasn’t appropriate, given Rogers addressed some of the information from these appendices in its responses.

In reply, Rogers said disclosing the files won’t help the public understand the outage or what the company is doing to prevent something similar in the future. The company also said even an abridged version of the documents could lead to security concerns.

Now, the Commission is ordering Rogers to file abridged versions of the confidential appendices. “Rogers is reminded that it is expected to disclose information on the public record to the maximum extent possible, given the immense public interest in understanding the facts surrounding the outage.”

The company also has to file an abridged response to two questions the Commission asked in its second round of questions. Rogers has until March 1st to do so. Parties can ask for additional information associated with Rogers’ response by March 8th, with the company responding to questions by March 15th.

However, Rogers has asked the Commission to extend this deadline to March 8th. The company also suggests that the CRTC push the other two deadlines to March 15th and 23rd.

Source: CRTC

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CRTC wants public opinion on service outages

The Canadian Radio-television and Telecommunications Commission (CRTC) has launched a consultation focusing on how major telecom outages are reported.

“Canadians are experiencing an increased frequency of outages to crucial telecommunications networks,” the CRTC said in a press release. Recent outages came from Bell Alliant, Telus, and of course, Rogers’ through its July 8th outage. The Commission notes its hiring “an independent firm” to go over Rogers’ plans to prevent future outages.

While the consultations that will contribute to regulatory framework are ongoing, the Commission has directed service providers to inform them of outages within two hours. Providers must also follow up with a report within 14 days of the outage.

Anyone interested in providing comments has until March 24th to do so. You can provide comments online, in writing, or through fax.

The CRTC will introduce more consultations focusing on a number of issues surrounding outages, including accessing emergency services and consumer compensation.

“Canadians need reliable, high-quality telecommunications services,” Vicky Eatrides, the Chair of the CRTC, said. “We are taking action to lessen the disruptive impact of service outages on Canadians, reduce their occurrence and length, and ensure that essential services such as 911 and emergency alerts are always available.”

Source: CRTC

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Mobile Syrup

Here are MobileSyrup’s top 2022 WTF stories

With 2022 coming to a close, it’s time to look back at the wacky news from the past year. 2022 was not 2021 or 2020, but a lot of weird stuff still went down.

Here are some of MobileSyrup’s top ‘WTF-worthy’ stories that shocked Canadians, and in some instances, the world:

‘Will Smith Slap’ NFT collection

Within 24 hours of the 2022 Academy Awards, where actor Will Smith walked up on stage and slapped comedian and actor Chris Rock, OpenSea, the most established NFT marketplace, became home to an NFT collection featuring a total of 1,999 ‘JPEGs’ of the incident with different meme text written on each one.

Within the first 24 hours, 721 people had already purchased said NFTs of Smith smacking Rock, with the cheapest NFT listed for 0.003 ETH ($12.89 CAD), and the most expensive listed for 69 ETH ($296,452.79) at the time.

Back then, it wasn’t certain whether the Academy Awards incident was staged or not, and hence, each NFT had either “Team Fake” or “Team Real” written on it, and users could purchase an NFT based on their belief of the authenticity of the event.

The collection was removed from OpenSea, and visiting the collection’s link now displays a 404 error.

Pokémon Scarlet and Violet glitches

Pokémon Scarlet’s and Violet’s rampant game glitches are relatively recent. The title, which was released in mid-November, quickly became a talking point. Not because of the long-awaited title’s release, its gameplay concepts, Pokémon designs or the storyline. Instead, the controversy is due to the game featuring countless bugs, visual glitches and crashes.

For a franchise as big as Pokémon, the sheer number and variety of bugs and glitches found in Scarlet and Violet are… astounding. “I experienced a few game crashes and visual hiccups like Pokémon falling off cliffs to their deaths, wild Pokémon walking through my battles, weird evolution glitches that create double Pokémon, ridiculous frame rate slowdowns, weird camera angles, Pokémon getting stuck in walls or the ground, and wall and ground clippings that are especially noticeable when catching Pokémon,” wrote MobileSyrup senior reporter Dean Daley in his review of the game.

This paints a bad look for the franchise. It’s evident that Scarlet and Violet needed a few more months of polish, especially given it’s a AAA-level title in one of the biggest media franchises ever.

Check some of the funniest Pokémon Scarlet and Violet glitches here.

Elon Musk acquires Twitter

Elon Musk acquiring Twitter likely caught you by surprise.

Initially, it was made public that Musk had acquired a 9.2 percent stake in the social media company, worth $2.89 billion USD (roughly $3.6 billion CAD). Back then, Musk was reportedly joining the Twitter board, but that never materialized as he offered to acquire the platform in a deal valued at $44 billion USD ($56 billion CAD at the time.)

On a side note, it was revealed that the Royal Bank of Canada and the Canadian Imperial Bank of Commerce aided in the purchase. Musk reportedly borrowed about $25 billion in loans from 12 banks, out of which RBC pledged $750 million USD (roughly $955 million CAD) and CIBC put up $400 million USD (roughly $500 million CAD), totalling about $1.15 billion USD ($1.46 billion CAD) of the Canadian Bank loans.

Subsequently, due to a concern about Twitter’s bot user count, Musk said that his deal to buy Twitter couldn’t proceed until the company proved that fake and spam accounts make up less than five percent of the platform’s users.

As time passed on, Twitter filed a lawsuit against Musk to force him to make good on his deal to buy Twitter. In the suit, the company’s lawyers said Musk wanted to walk away from the deal because it “no longer serves his personal interests.” Judge Kathaleen McCormick from the Delaware Court of Chancery announced that Musk’s Twitter deal will go to court on October 17th.

Before that happened, Musk revived his buyout offer and asked for some time to get the funding in order, and revealed why he wants to acquire the platform.

“The reason I acquired Twitter is because it is important to the future of civilization to have a common digital town square, where a wide range of beliefs can be debated in a healthy manner, without resorting to violence,” wrote Musk.

Musk completed the acquisition in late October, and the rest is history. You can read the whole chaotic saga of the deal’s aftermath here.

Carrier locks store doors, ask customers for ID to enter

In early September, Rogers started keeping the doors at some of its physical stores locked, and the only way inside was by showing your government-issued ID.

It was in an effort to reduce robberies and fraud.

“The safety of our team members and customers is of the utmost importance to us. Several measures have been put in place over the last few years to improve safety in the stores, including robust training, upgraded cameras, and enhanced door screening policy,” Rogers spokesperson Chloe Luciani-Girouard told CBC Toronto.

MobileSyrup reporter Brad Bennett went into carrier stores to experience what it feels like to shop when carriers lock their doors. According to him, the new policy doesn’t result in a great buying experience.
“While a locked door doesn’t seem like much of a hassle, it makes the shopping experience slightly more involved and doesn’t leave much room for browsing. For example, in the flagship Rogers store at Yonge-Dundas Square, the policy results in only Rogers employees opening the door. So no matter how much eye contact you make with the security guard standing by the door, they won’t let you in. Once you’re in, a sales rep will immediately help you if one is free, which is nice, but if they’re all busy, you’ll be asked to sit and wait,” wrote Bennett.
Read more about Bennett’s experience shopping in closed carrier stores in Toronto here.

Rogers’ July outage

The morning of July 8th was a dreaded one. Rogers’ internet and mobile services went down for customers in Ontario and other provinces.

Other carriers and services owned by Rogers, including Fido, and internet service providers that use Rogers’ network, like TekSavvy and Oxio, experienced network issues throughout the day and into the weekend. The outage also impacted some travel and financial services, including Interac, the Confederation Bridge’s ability to process debit payments, the CRTC’s phone lines, Canadian Blood Services, Service Canada, ArriveCan and more. Users of the network were also unable to dial 911.

It was later revealed that the outage impacted more than 13 million wireline and wireless customers. 2.9 million customers were wireline (consumers, businesses, etc.), and 10.2 million were wireless customers (postpaid, prepaid, wholesale, etc.). It was also revealed that Rogers Internet Gateway, Core Gateway and Distribution Routers could not communicate between themselves or the company’s cellular, enterprise, and cable networks, which caused the outage.

“With the Core Gateways and Routers impacted, the wireless and wireline networks went offline and were unable to deliver traffic to and from residential and business customers,” Rogers said.

The carrier later offered its customers credit for five days’ worth of service to make up for the massive outage.

While Rogers was trying to make up for its service going down, scammers were having a field day. Several Canadians received phishing messages from scammers posing as Rogers, seemingly offering “compensation” for the outage.

Even the CRTC had to chime in, issuing a warning about an “ongoing scam” regarding the Rogers outage. The commission noted in a tweet that people should avoid clicking links in messages claiming to be from Rogers about reimbursement for the July 8th outage.

Rogers claimed it would implement safeguards to prevent a widespread outage from happening again, like splitting the network. Read more about it here.

Image credits: Shutterstock

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Ukraine war, Rogers outage, and Wordle dominated Google searches in Canada

Canadians had a busy year on Google.

According to Google’s Year in Search report, Canadians used Google Search more than three times a day, equaling Google answering more than 3,000,000 questions every hour.

Russia’s invasion of Ukraine dominated the report, coming in second for searches, first for news, and third in “how to.”

Another top trending news search was the Rogers outage. A system malfunction impacted Rogers Internet Gateway, Core Gateway and Distribution Routers in July. 13 million wireless and wireline customers were left without service.

The outage also ranked second in Google searches asking “why.”

Other top trending searches in Canada include Wordle, World Cup, and Betty White.

Hollywood headlines and pop culture searches were also trending, with Canadians dialling into the news “more than ever,” Hibaq Ali, search trends expert at Google Canada, wrote in a blog post. This includes searches for Will Smith and Chris Rock, movies like Turning Red, and TV shows like Stranger Things.

Image credit: Shutterstock 

Source: Google

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Minister Champagne requests Canadian Security Telecommunications Advisory Committee address network reliability

The Minister of Innovation, Science, and Industry says his direction to have telecom companies implement an agreement to provide services during outages was just the first step to improving network reliability.

François-Philippe Champagne took to Twitter to announce he recently met with the Canadian Security Telecommunications Advisory Committee and directed them to develop measures for reliable network connectivity across the country.

“I will continue to hold Canada’s telecom companies accountable, and keep Canadians updated on this important work,” Champagne tweeted.

“We will do everything to strengthen the reliability of our networks and address affordability and competition.”

Earlier this month, 13 telecom providers signed an MOU to guarantee various assistance, including emergency calls, in the event of major outages. Champagne directed the companies to take this action after Roger’s July 8th outage that saw its network go down nationwide.

Despite Champagne’s announcement, it’s unclear what the specifics of his meeting with the advisory committee were and what he plans on doing next to ensure network reliability, in fact, improves.

Image credit: @FP_Champagne/ Twitter

Source: @FP_Champagne

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13 telecom providers sign MOU to guarantee emergency calls, other assistances, during outages

The Minister of Innovation, Science and Industry says major telecom companies have reached a deal to guarantee emergency roaming, mutual assistance, and a communications protocol in the event of a significant service outage.

François-Philippe Champagne required the agreement following Rogers’ July 8th outage. The directive was issued on July 11th and telecom providers had 60 days to reach an agreement.

Effective September 9th, if any providers part of the agreement faces a network outage, the other companies have agreed to provide support.

An MOU outlining the agreement shows Bell, Bragg Communications, Cogeco, Rogers, SaskTel, Shaw, Freedom, Tbaytel, Telesat, Telus, Videotron, Xplornet, and Zayo have signed on.

The commitment also sees companies providing “clear and timely communications” to keep Canadians updated during the restoration process.

“The Rogers outage of July 8th was unacceptable, and we must do everything possible to ensure something similar does not happen again in the future,” Champagne said.

In a statement, Rogers CEO Tony Staffieri said the agreement is part of the company’s journey to regain Canadians’ trust. “I want to acknowledge the hard work and collaboration from our fellow industry stakeholders which speaks to the strength of our shared commitment to Canadians,” Staffieri said.

The Minister has also outlined a number of other actions, including giving the Canadian Security Telecommunications Advisory Committee (CSTAC) six months to create more measures to ensure reliable networks across the country.

Champagne has also directed his department to review regulatory measures that will strengthen network safety. Along with the Minister of Emergency Preparedness, Bill Blair, Champagne is also supporting the Public Safety Broadband Network.

“As we move forward, I will continue to hold Canada’s telecommunications service providers accountable, and keep Canadians updated on the work our government is doing to strengthen the reliability of our networks and granting affordability and competition,” Champagne said.

Source: Innovation, Science and Economic Development Canada

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Telecom news round-up [Aug 27-Sept 2]

This past week was a busy one for Canada’s telecom sector.

As an overview, here’s (almost) everything that happened over the past several days:

Business

In a continuing quarrel, Bell has asked the Canadian Radio-television and Telecommunications Commission (CRTC) to rescind its ruling on Vidéotron’s use of its roaming services. As a recap, Bell filed a complaint in May 2021, stating some of Vidéotron’s customers were permanently roaming on Bell’s network. The CRTC left the issue up to the two companies, stating they should “engage in good-faith negotiations.” Most recently, Bell stated the CRTC erred in its decision and should rescind it.

The Competition Tribunal has ruled Rogers’ July 8th service outage is applicable to hearings about its merger with Shaw. Rogers’ argument the outage wasn’t relevant to concerns brought on by the Competition Bureau was ultimately struck down.

One analyst also believes the merger will go well into 2023. Maher Yaghi, an analyst at Bank of Nova Scotia, says the pushback from the Competition Bureau is one reason the timeline is expanding.

The PIAC is also asking the CRTC to release more details regarding Rogers’ second disclosure of information following the outage. The company’s answers redact various details about its plan to separate its wireless and wireline networks, details PIAC says should be available to the public.

In more news relating to the Rogers outage, Pelmorex Weather Networks confirmed the service blackout didn’t interrupt the National Public Alerting System. It’s likely the service is one of the very few things the outage didn’t impact.

Rogers isn’t the only telecom company to deal with the aftermath of an outage. While not on the same scale, Northwestel’s cellular and internet customers in Iqaluit also faced a service outage earlier this month. The company explains the problem was caused by one customer’s router access. 

In a little over a year, Canadians across the country will have a new number to reach out to for mental health crises and suicide prevention support. The CRTC says residents will be able to call or text 988 for assistance.

Telus selected MATRIXX Software to develop and launch next-gen 5G services. The developments will focus on mobile, Internet of Things (IoT), fixed and cloud services.

Vancouver-based telecom giant Telus also completed the $2.3 billion acquisition of LifeWorks. The company covers the mental, physical, financial and social health of its clients. The acquisition means Telus’ health division now spans 50 million people in 160 countries.

Rogers launched its Wi-Fi modem with Wi-Fi 6E for customers in Ontario, New Brunswick, and Newfoundland. The company has also made its 8Gbps Ignite Internet services available for pre-order.

Canadian telecom companies are supporting families impacted by flooding in Pakistan but waiving various fees. Rogers also announced it’s donating $50,000 towards the issue.

Government

Tallcree Tribal Government is working with the CRTC and Telus to connect its residents with wireless services for the first time. The roughly 300 households in Northern Alberta will have access when work is completed in 2024.

The Liberal government is still looking for a replacement for CRTC Chair Ian Scott. The delay means Scott, whose five-year tenure set to end Friday, will remain in the position for another four months.

Infrastructure

Bell announced plans to expand its fibre footprint in rural Manitoba, bringing a pure fibre connection with download speeds up to 1.5Gbps to 6,500 locations.

Bell also announced plans to bring its fibre internet connection to Owen Sound, Ontario. 10,000 locations will be connected by 2023. Bell made both of these announcements under its capital expenditure acceleration program.

Deals

The Pixel 6a, 6, and 6 Pro are on sale at Amazon with discounts ranging between $50 and $230.

Motorola is also offering discounts up to $200 as part of its Labout Day deals.

Image credit: Shutterstock