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Rogers to credit customers 5 days of service for outage – CBC News

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Rogers Communications says it will credit its customers for five days of service following its massive network outage last week that affected cellular and internet service for millions of Canadians.

The outage, which started Friday and lingered for many into the weekend, also disrupted government services and payment systems, prompting criticism and questions from the federal government and telecommunications regulator.

“We have been listening to our customers and Canadians from across the country who have told us how significant the impacts of the outage were for them,” Chloe Luciani-Girouard, a spokeswoman for Rogers Communications, said in an email to CBC News.

“We know that we need to earn back their trust.”

She described the credit as a “first step.” 

Rogers blames the outage on a network system failure following a maintenance update in its core network.

The company previously said it would be “proactively crediting” all affected customers and that this credit would be automatically applied to their accounts.

But there were reports Rogers would credit customers for just two days of lost service — working out to $4 to $6 per cellular and internet service, industry analyst Vince Valentini with TD Bank wrote in a TD Securities note.

Some had suggested that was not enough, given the scope of the damage.

Rogers blames the outage on a network system failure following a maintenance update in its core network. (Galit Rodan/The Canadian Press)

David Soberman, the Canadian national chair of strategic marketing at University of Toronto’s Rotman School of Management, said earlier that the company needed to rebate customers for at least a week of service.

“That would probably be the bare minimum,” he said.

He suggested Rogers needed to learn a simple rule of business: If customers don’t feel they are being treated the right way, they leave.

WATCH | Contract protects Rogers: 

Technology and law expert discusses compensation for Rogers’ customers

2 days ago

Duration 2:15

Rogers Communications has an ‘elaborate limitation of liability clause’ in its contract with residential customers, which limits what the company has to pay to customers following issues like the big network outage on Friday, says Marina Pavlović, interim co-director at the Centre for Law, Technology and Society at the University of Ottawa.

“If they lose five, six, seven per cent of their customers, that’s going to be way worse than [paying out] a week’s worth of [compensation],” Soberman said.

Last week was the second time in as many years Rogers has been rocked by a major outage; the company’s wireless and cable networks went down in a similar fashion in April 2021. At the time, Rogers blamed a software update at one of its equipment suppliers.

In 2021, the company offered customers rebates for their services, which ended up working out to a few dollars per customer.

The Toronto-based communications giant reported a quarterly net income last January of $405 million.

Rogers says it provides services to around 11.3 million subscribers in the Canadian wireless market.

‘Huge financial hit’

According to Rogers residential service agreement, if an outage lasts longer than four hours, customers are entitled to a day of credit to their account for each service they have, Marina Pavlović, interim co-director at the Centre for Law, Technology and Society at the University of Ottawa, told CBC News Network anchor Aarti Pole.

A customer with home internet and a cellphone from the company, for example, would be entitled to compensation for the cost of a day of service for each product, she said.

“Most people haven’t really read that contract so they didn’t even know that that’s there.”

In its terms of service, Pavlović says Rogers has an elaborate limitation of liability clause, reducing its obligations on a number of fronts, including service outages.

“And that clause actually says ‘we don’t guarantee uninterrupted service,'” she said. “Whether that’s right or not is a completely different issue.” 

Among big telecommunications firms, Rogers is not unique in limiting its own liability for outages, she added. “Every telecommunications service provider has clauses like this.”

David Finch, a professor of marketing at Calgary’s Mount Royal University, who previously worked for Rogers, says that if he was still working at the company, he would advise them to offer every affected customer a month of free service. 

Such a move would likely be a “huge financial hit,” he said, but it could end the anger now, “as opposed to drip, drip, drip.”

Dan Kelly, head of the Canadian Federation of Independent Business, said on Monday that he feels business owners should be given a free month of Rogers service to make up for the outage, which came as companies are still recovering from the COVID-19 pandemic.

“There are businesses in Canada that have been closed down for over 400 days … over the last two years, and so every single day of sales is absolutely critical in this recovery period,” he told The Canadian Press.

“It was just brutal … and far more than an inconvenience. This was cutting into very limited income at a very critical period.”

LISTEN | Big Telecom’s control in Canada:

Front Burner22:10Rogers outage and Big Telecom’s control in Canada

A massive network outage at Rogers Communications shut down mobile and internet services across much of Canada. Millions of people found themselves offline, but the widespread impact of the outage also meant business owners couldn’t process debit card payments and many 911 services couldn’t receive incoming calls. The mass disruption has put Canada’s telecommunications sector under the microscope. Three companies dominate the market and underpin some of the most basic services that are relied upon across the country. Today, Ben Klass, a member of the Canadian Media Concentration Research Project, explains the stranglehold that Rogers, Bell and Telus have on Canadian telecommunications and what, if anything, can be done about it.

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From transmission to symptoms, what to know about avian flu after B.C. case

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A B.C. teen has a suspected case of H5N1 avian flu — the first known human to acquire the virusin Canada.

The provincial government said on the weekend that B.C.’s chief veterinarian and public health teamsare still investigating the source of exposure, but that it’s “very likely” an animal or bird.

Human-to-human transmission is very rare, but as cases among animals rise, many experts are worried the virus could develop that ability.

The teen was being treated at BC Children’s Hospital on Saturday. The provincial health officer said there were no updates on the patient Monday.

“I’m very concerned, obviously, for the young person who was infected,” said Dr. Matthew Miller, director of the Michael G. DeGroote Institute for Infectious Disease Research at McMaster University in Hamilton, Ont.

Miller, who is also the co-director of the Canadian Pandemic Preparedness Hub, said there have been several people infected with H5N1 in the U.S.,and almost all were livestock workers.

In an email to The Canadian Press on Monday afternoon, the Public Health Agency of Canada said “based on current evidence in Canada, the risk to the general public remains low at this time.”

WHAT IS H5N1?

H5N1 is a subtype of influenza A virus that has mainly affected birds, so it’s also called “bird flu” or “avian flu.” The H5N1 flu that has been circulating widely among birds and cattle this year is one of the avian flu strains known as Highly Pathogenic Avian Influenza (HPAI) because it causes severe illness in birds, including poultry.

According to the World Health Organization, H5N1 has been circulating widely among wild birds and poultry for more than two decades. The WHO became increasingly concerned and called for more disease surveillance in Feb. 2023 after worldwide reports of the virus spilling over into mammals.

HOW COMMON IS INFECTION IN HUMANS?

H5N1 infections in humans are rare and “primarily acquired through direct contact with infected poultry or contaminated environments,” the WHO’s website says.

Prior to the teen in B.C., Canada had one human case of H5N1 in 2014 and it was “travel-related,” according to the Public Health Agency of Canada.

As of Nov. 8, there have been 46 confirmed human cases of H5N1 in the U.S. this year, the Centers for Disease Control and Prevention says. There is an ongoing outbreak among dairy cattle, “sporadic” outbreaks in poultry farms and “widespread” cases in wild birds, the CDC website says.

There has been no sign of human-to-human transmission in any of the U.S. cases.

But infectious disease and public health experts are worried that the more H5N1 spreads between different types of animals, the bigger the chance it can mutateand spread more easily between humans.

WHAT ARE THE SYMPTOMS OF H5N1?

Although H5N1 causes symptoms similar to seasonal flu, such as cough, fever, shortness of breath, headache, muscle pain, sore throat, runny nose and fatigue, the strain also has key features that can cause other symptoms.

Unlike seasonal flu, most of the people infected in the U.S. have had conjunctivitis, or “pink-eye,” said Miller.

One reason for that is likely that many have been dairy cattle workers.

“At these milking operations, it’s easy to get contamination on your hands and rub your eyes. We touch our face like all the time without even knowing it,” he said.

“Also, those operations can produce droplets or aerosols, both during milking and during cleaning that can get into the eye relatively easily.”

But the other reason for the conjunctivitis seen in H5N1 cases is that the strain binds to receptors in the eye, Miller said.

While seasonal flu binds to receptors in the upper respiratory tract, H5N1 also binds to receptors in the lower respiratory tract, he said.

“That’s a concern … because if the virus makes its way down there, those lower respiratory infections tend to be a lot more severe. They tend to lead to more severe outcomes, like pneumonias for example, that can cause respiratory distress,” Miller said.

WILL THE FLU VACCINE PROTECT AGAINST H5N1?

We don’t know “with any degree of certainty,” whether the seasonal flu vaccine could help prevent infection with H5N1, said Miller.

Although there’s no data yet, it’s quite possible that it could help prevent more severe disease once a person is infected, he said.

That’s because the seasonal flu vaccine contains a component of H1N1 virus, which “is relatively closely related to H5N1.”

“So the immunity that might help protect people against H5N1 is almost certainly conferred by either prior infection with or prior vaccination against H1N1 viruses that circulate in people,” Miller said.

HOW ELSE CAN I PROTECT MYSELF?

The Public Health Agency of Canada said as a general precaution, people shouldn’t handle live or dead wild birds or other wild animals, and keep pets away from sick or dead animals.

Those who work with animals or in animal-contaminated places should take personal protective measures, the agency said.

This report by The Canadian Press was first published Nov. 11, 2024.

Canadian Press health coverage receives support through a partnership with the Canadian Medical Association. CP is solely responsible for this content.



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Wisconsin Supreme Court grapples with whether state’s 175-year-old abortion ban is valid

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MADISON, Wis. (AP) — A conservative prosecutor’s attorney struggled Monday to persuade the Wisconsin Supreme Court to reactivate the state’s 175-year-old abortion ban, drawing a tongue-lashing from two of the court’s liberal justices during oral arguments.

Sheboygan County’s Republican district attorney, Joel Urmanski, has asked the high court to overturn a Dane County judge’s ruling last year that invalidated the ban. A ruling isn’t expected for weeks but abortion advocates almost certainly will win the case given that liberal justices control the court. One of them, Janet Protasiewicz, remarked on the campaign trail that she supports abortion rights.

Monday’s two-hour session amounted to little more than political theater. Liberal Justice Rebecca Dallet told Urmanski’s attorney, Matthew Thome, that the ban was passed in 1849 by white men who held all the power and that he was ignoring everything that has happened since. Jill Karofsky, another liberal justice, pointed out that the ban provides no exceptions for rape or incest and that reactivation could result in doctors withholding medical care. She told Thome that he was essentially asking the court to sign a “death warrant” for women and children in Wisconsin.

“This is the world gone mad,” Karofsky said.

The ban stood until 1973, when the U.S. Supreme Court’s landmark Roe v. Wade decision legalizing abortion nationwide nullified it. Legislators never repealed the ban, however, and conservatives have argued the Supreme Court’s decision to overturn Roe two years ago reactivated it.

Democratic Attorney General Josh Kaul filed a lawsuit challenging the law in 2022. He argued that a 1985 Wisconsin law that prohibits abortion after a fetus reaches the point where it can survive outside the womb supersedes the ban. Some babies can survive with medical help after 21 weeks of gestation.

Urmanski contends that the ban was never repealed and that it can co-exist with the 1985 law because that law didn’t legalize abortion at any point. Other modern-day abortion restrictions also don’t legalize the practice, he argues.

Dane County Circuit Judge Diane Schlipper ruled last year that the ban outlaws feticide — which she defined as the killing of a fetus without the mother’s consent — but not consensual abortions. The ruling emboldened Planned Parenthood to resume offering abortions in Wisconsin after halting procedures after Roe was overturned.

Urmanski asked the state Supreme Court in February to overturn Schlipper’s ruling without waiting for a lower appellate decision.

Thome told the justices on Monday that he wasn’t arguing about the implications of reactivating the ban. He maintained that the legal theory that new laws implicitly repeal old ones is shaky. He also contended that the ban and the newer abortion restrictions can overlap just like laws establishing different penalties for the same crime. A ruling that the 1985 law effectively repealed the ban would be “anti-democratic,” Thome added.

“It’s a statute this Legislature has not repealed and you’re saying, no, you actually repealed it,” he said.

Dallet shot back that disregarding laws passed over the last 40 years to go back to 1849 would be undemocratic.

Planned Parenthood of Wisconsin filed a separate lawsuit in February asking the state Supreme Court to rule directly on whether a constitutional right to abortion exists in the state. The justices have agreed to take the case but haven’t scheduled oral arguments yet.

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This story has been updated to correct the Sheboygan County district attorney’s first name to Joel.

The Canadian Press. All rights reserved.



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When to catch the last supermoon of the year

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CAPE CANAVERAL, Fla. (AP) — Better catch this week’s supermoon. It will be a while until the next one.

This will be the year’s fourth and final supermoon, looking bigger and brighter than usual as it comes within about 225,000 miles (361,867 kilometers) of Earth on Thursday. It won’t reach its full lunar phase until Friday.

The supermoon rises after the peak of the Taurid meteor shower and before the Leonids are most active.

Last month’s supermoon was 2,800 miles (4,500 kilometers) closer, making it the year’s closest. The series started in August.

In 2025, expect three supermoons beginning in October.

What makes a moon so super?

More a popular term than a scientific one, a supermoon occurs when a full lunar phase syncs up with an especially close swing around Earth. This usually happens only three or four times a year and consecutively, given the moon’s constantly shifting, oval-shaped orbit.

A supermoon obviously isn’t bigger, but it can appear that way, although scientists say the difference can be barely perceptible.

How do supermoons compare?

This year features a quartet of supermoons.

The one in August was 224,917 miles (361,970 kilometers) away. September’s was 222,131 miles (357,486 kilometers) away. A partial lunar eclipse also unfolded that night, visible in much of the Americas, Africa and Europe as Earth’s shadow fell on the moon, resembling a small bite.

October’s supermoon was the year’s closest at 222,055 miles (357,364 kilometers) from Earth. This month’s supermoon will make its closest approach on Thursday with the full lunar phase the next day.

What’s in it for me?

Scientists point out that only the keenest observers can discern the subtle differences. It’s easier to detect the change in brightness — a supermoon can be 30% brighter than average.

With the U.S. and other countries ramping up lunar exploration with landers and eventually astronauts, the moon beckons brighter than ever.

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The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Science and Educational Media Group. The AP is solely responsible for all content.

The Canadian Press. All rights reserved.



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