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Rogers customers growing increasingly frustrated on 3rd day without cell, internet service – CBC.ca

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After waiting hours on hold to speak with a Rogers representative, Rosanna Minicucci is still no closer to finding out when her landline, internet and TV service might be restored.

“I stayed five hours on hold, on the line. People are obviously calling — there are obviously a lot of people out there still with no service,” Minicucci, who lives in Vaughan, north of Toronto, said.

She is one of a number of Rogers customers who told CBC News they’re still struggling to use their phones, internet and other Rogers services more than 48 hours after Friday’s nationwide outage caused major disruptions, including to 911 lines and banking services.

Is your internet or phone still not working following the Rogers network outage? We want to hear from you. Send an email to ask@cbc.ca

In a statement on Sunday afternoon, Rogers said its networks and systems were “close to fully operational,” with service restored to “the vast majority” of customers.

“We are aware that some customers continue to experience intermittent challenges with their services,” Rogers said.

The company did not answer questions about how many customers were still facing issues. It said its technical teams were working to resolve the remaining issues, and affected customers would receive credits on their accounts. Rogers has not said what the amount of the credit would be.

Earlier, it blamed the outage on a maintenance update that caused some of its routers to malfunction early Friday morning.

WATCH | Rogers CEO apologizes for massive service outage, blames maintenance update: 

Rogers CEO apologizes for massive service outage, blames maintenance update

5 hours ago

Duration 1:52

Rogers CEO Tony Staffieri apologized for a lengthy network outage that affected customers across the country and blamed it on a network system failure following a maintenance update in its core network.

Some Rogers customers who have been waiting more than two days for service restoration say they are unhappy with the company’s lack of communication and are now considering switching providers.

  • Have a question or something to say? Email: ask@cbc.ca or join us live in the comments now.

With her internet down on Friday, Minicucci was unable to work from home as she usually does, and on Sunday afternoon, she was uncertain about whether her service would be restored in time for work on Monday morning.

“Will I stay with Rogers? How can I? I don’t trust their service,” she said.

Jen Dieleman, a DoorDash driver in London, Ont., said she was unable to work on Friday or Saturday because her Rogers cellphone couldn’t connect to the app that drivers use to pick up and deliver orders. Her service was still spotty on Sunday, she said.

“I’m out trying to work right now, and it’s still glitching and having issues,” Dieleman said, adding that she had missed out on picking up orders due to issues with her cellphone data.

In Whitby, northeast of Toronto, Justine Creagmile and her parents are still waiting for their home phone, internet and cable to resume working — even though service has been restored for their neighbours.

“It’s absolutely frustrating, honestly,” she said. “We’re all connected to the same wiring. How is theirs working and ours isn’t?”

Creagmile said her family has had “absolutely no luck” in trying to troubleshoot their issues with Rogers via phone and social media, and their future as Rogers customers will “depend on what Rogers is going to do to rectify the problem.”

Friday’s outage left businesses across the country unable to process debit card payments, including this coffee shop in Thunder Bay, Ont. (Matt Fratpietro/CBC)

Service resuming but patchy

Other customers told CBC News that their service appeared to be returning on Sunday afternoon, but it remained patchy.

Adriano Burgo said the Wi-Fi at his house in London, Ont., had “slowed down immensely,” while his cellphone calls were dropping intermittently and he was unable to send texts.

He described Rogers’ communication with its customers about the ongoing issues as “very poor,” but he was unsure if he would switch providers.

“My problem is it’s such a monopoly market, especially in London,” he said. “We don’t really have many options when it comes to internet and cable.”

Rogers’ issues were also affecting other companies that rely on its network, including internet provider TekSavvy, which was advising its customers in Ontario and Quebec of ongoing issues on Sunday afternoon.

In a statement, TekSavvy vice-president Andy Kaplan-Myrth said thousands of customers were still reporting slow or intermittent internet speeds, or were having difficulty connecting to the internet at all.

The company recommended customers try rebooting their modem and contacting TekSavvy if problems continued.

Ottawa orders meeting with telecom bosses

Industry Minister François-Philippe Champagne is to meet with Rogers CEO Tony Staffieri and other telecom company leaders on Monday “to discuss how important it is to improve the reliability of the networks across Canada,” according to a statement from Champagne’s office.

The statement did not provide any details about which other companies’ executives would be attending the meeting.

Champagne called the outage “unacceptable” and said he had expressed that view directly to Staffieri, his office said.


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Roots sees room for expansion in activewear, reports $5.2M Q2 loss and sales drop

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TORONTO – Roots Corp. may have built its brand on all things comfy and cosy, but its CEO says activewear is now “really becoming a core part” of the brand.

The category, which at Roots spans leggings, tracksuits, sports bras and bike shorts, has seen such sustained double-digit growth that Meghan Roach plans to make it a key part of the business’ future.

“It’s an area … you will see us continue to expand upon,” she told analysts on a Friday call.

The Toronto-based retailer’s push into activewear has taken shape over many years and included several turns as the official designer and supplier of Team Canada’s Olympic uniform.

But consumers have had plenty of choice when it comes to workout gear and other apparel suited to their sporting needs. On top of the slew of athletic brands like Nike and Adidas, shoppers have also gravitated toward Lululemon Athletica Inc., Alo and Vuori, ramping up competition in the activewear category.

Roach feels Roots’ toehold in the category stems from the fit, feel and following its merchandise has cultivated.

“Our product really resonates with (shoppers) because you can wear it through multiple different use cases and occasions,” she said.

“We’ve been seeing customers come back again and again for some of these core products in our activewear collection.”

Her remarks came the same day as Roots revealed it lost $5.2 million in its latest quarter compared with a loss of $5.3 million in the same quarter last year.

The company said the second-quarter loss amounted to 13 cents per diluted share for the quarter ended Aug. 3, the same as a year earlier.

In presenting the results, Roach reminded analysts that the first half of the year is usually “seasonally small,” representing just 30 per cent of the company’s annual sales.

Sales for the second quarter totalled $47.7 million, down from $49.4 million in the same quarter last year.

The move lower came as direct-to-consumer sales amounted to $36.4 million, down from $37.1 million a year earlier, as comparable sales edged down 0.2 per cent.

The numbers reflect the fact that Roots continued to grapple with inventory challenges in the company’s Cooper fleece line that first cropped up in its previous quarter.

Roots recently began to use artificial intelligence to assist with daily inventory replenishments and said more tools helping with allocation will go live in the next quarter.

Beyond that time period, the company intends to keep exploring AI and renovate more of its stores.

It will also re-evaluate its design ranks.

Roots announced Friday that chief product officer Karuna Scheinfeld has stepped down.

Rather than fill the role, the company plans to hire senior level design talent with international experience in the outdoor and activewear sectors who will take on tasks previously done by the chief product officer.

This report by The Canadian Press was first published Sept. 13, 2024.

Companies in this story: (TSX:ROOT)

The Canadian Press. All rights reserved.

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Talks on today over HandyDART strike affecting vulnerable people in Metro Vancouver

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VANCOUVER – Mediated talks between the union representing HandyDART workers in Metro Vancouver and its employer, Transdev, are set to resume today as a strike that has stopped most services drags into a second week.

No timeline has been set for the length of the negotiations, but Joe McCann, president of the Amalgamated Transit Union Local 1724, says they are willing to stay there as long as it takes, even if talks drag on all night.

About 600 employees of the door-to-door transit service for people unable to navigate the conventional transit system have been on strike since last Tuesday, pausing service for all but essential medical trips.

Hundreds of drivers rallied outside TransLink’s head office earlier this week, calling for the transportation provider to intervene in the dispute with Transdev, which was contracted to oversee HandyDART service.

Transdev said earlier this week that it will provide a reply to the union’s latest proposal on Thursday.

A statement from the company said it “strongly believes” that their employees deserve fair wages, and that a fair contract “must balance the needs of their employees, clients and taxpayers.”

This report by The Canadian Press was first published Sept. 12, 2024.

The Canadian Press. All rights reserved.

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

The Canadian Press. All rights reserved.

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