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Rogers unable to switch customers to Bell, Telus, despite competing carrier offers – CTV News

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TORONTO –

Rogers Communications Inc. was unable to switch customers to competing carriers during the unprecedented service outage earlier this month despite offers of assistance from Bell and Telus, the company said in a document released late Friday.

The telecom giant was also unable to shut down its radio access network, which would have automatically connected customers to another carrier for 911 calls, Rogers said in a submission to the Canadian Radio-television and Telecommunications Commission.

The fresh details offer a glimpse into the multiple options considered by Rogers during the blanket outage that knocked out mobile, landline and internet service to millions of customers across Canada on July 8.

It also reveals how the sweeping outage across its network limited its ability to respond with interim solutions while it restored service.

As a result, Rogers was unable to route most 911 calls or deliver four emergency alerts during the service disruption.

Despite competitors offering assistance during the outage, the company said it was unable to switch customers to a rival carrier.

It said doing so would have required access to parts of its system that were down during the outage.

Competing networks, Rogers said in its submissions, would also not have been able to handle the extra sudden volume of wireless customers, which the company pegged at more than 10 million.

The related voice and data traffic surge could have impeded operations on the other carriers’ networks, it said.

Meanwhile, Rogers considered shutting down its radio access network during the outage, which would have automatically connected customers to another carrier for 911 calls.

But once again, the company said the outage that took down its core system made such a shutdown impossible.

Moreover, turning off the radio access network would have prolonged the outage because restoring it once its network was fixed would have taken several hours, Rogers said.

“While considered many times during the day, shutting down the (radio access network) was simply not a solution,” Rogers said in its submission to the CRTC.

“The best and fastest way to restore 911 was to restore the network itself.”

As a result, Rogers said its radio access network remained in service, preventing many customer phones from automatically attempting to connect elsewhere.

Mobile customers always have the option to remove the SIM card from their device and to then place a 911 call. The handset will automatically connect to the strongest signal for emergency calls, Rogers said.

Although the number of failed 911 calls is unknown, the company said it was able to route “thousands” during its network’s intermittent service. Some Rogers customers were able to place emergency calls using the Bell or Telus networks.

Much of the specific information Rogers submitted to the CRTC was redacted from the document for security and competitive purposes.

Rogers also said four emergency alerts, all issued in Saskatchewan, did not reach customers during the outage.

It said one alert from the RCMP was related to a dangerous person while three were tornado warnings issued by Environment Canada.

Rogers, Bell and Telus are currently discussing solutions for potential future outages, which are expected to be included in a report to Ottawa this fall.

Rogers has come under intense scrutiny from both customers and the Canadian government following the ordeal, which also affected businesses and the Interac debit system.

Chief Executive Tony Staffieri has pledged to improve the resiliency of the company’s mobile and internet network.

Company representatives are scheduled to appear before the House of Commons industry committee on Monday to further discuss the outage.

The committee held an emergency meeting on July 15 and voted unanimously to open an investigation into the outage.

The committee will seek answers about the cause of the outage, its overall effect, and best practices to avoid similar situations in the future and better communicate with the public during such emergencies.

Following the outage, Innovation Minister Francois-Philippe Champagne directed Canada’s major telecom companies to reach agreements on assisting each other during outages and a communication protocol to better inform Canadians during emergencies.

This report by The Canadian Press was first published July 23, 2022

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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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Dollarama keeping an eye on competitors as Loblaw launches new ultra-discount chain

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Dollarama Inc.’s food aisles may have expanded far beyond sweet treats or piles of gum by the checkout counter in recent years, but its chief executive maintains his company is “not in the grocery business,” even if it’s keeping an eye on the sector.

“It’s just one small part of our store,” Neil Rossy told analysts on a Wednesday call, where he was questioned about the company’s food merchandise and rivals playing in the same space.

“We will keep an eye on all retailers — like all retailers keep an eye on us — to make sure that we’re competitive and we understand what’s out there.”

Over the last decade and as consumers have more recently sought deals, Dollarama’s food merchandise has expanded to include bread and pantry staples like cereal, rice and pasta sold at prices on par or below supermarkets.

However, the competition in the discount segment of the market Dollarama operates in intensified recently when the country’s biggest grocery chain began piloting a new ultra-discount store.

The No Name stores being tested by Loblaw Cos. Ltd. in Windsor, St. Catharines and Brockville, Ont., are billed as 20 per cent cheaper than discount retail competitors including No Frills. The grocery giant is able to offer such cost savings by relying on a smaller store footprint, fewer chilled products and a hearty range of No Name merchandise.

Though Rossy brushed off notions that his company is a supermarket challenger, grocers aren’t off his radar.

“All retailers in Canada are realistic about the fact that everyone is everyone’s competition on any given item or category,” he said.

Rossy declined to reveal how much of the chain’s sales would overlap with Loblaw or the food category, arguing the vast variety of items Dollarama sells is its strength rather than its grocery products alone.

“What makes Dollarama Dollarama is a very wide assortment of different departments that somewhat represent the old five-and-dime local convenience store,” he said.

The breadth of Dollarama’s offerings helped carry the company to a second-quarter profit of $285.9 million, up from $245.8 million in the same quarter last year as its sales rose 7.4 per cent.

The retailer said Wednesday the profit amounted to $1.02 per diluted share for the 13-week period ended July 28, up from 86 cents per diluted share a year earlier.

The period the quarter covers includes the start of summer, when Rossy said the weather was “terrible.”

“The weather got slightly better towards the end of the summer and our sales certainly increased, but not enough to make up for the season’s horrible start,” he said.

Sales totalled $1.56 billion for the quarter, up from $1.46 billion in the same quarter last year.

Comparable store sales, a key metric for retailers, increased 4.7 per cent, while the average transaction was down2.2 per cent and traffic was up seven per cent, RBC analyst Irene Nattel pointed out.

She told investors in a note that the numbers reflect “solid demand as cautious consumers focus on core consumables and everyday essentials.”

Analysts have attributed such behaviour to interest rates that have been slow to drop and high prices of key consumer goods, which are weighing on household budgets.

To cope, many Canadians have spent more time seeking deals, trading down to more affordable brands and forgoing small luxuries they would treat themselves to in better economic times.

“When people feel squeezed, they tend to shy away from discretionary, focus on the basics,” Rossy said. “When people are feeling good about their wallet, they tend to be more lax about the basics and more willing to spend on discretionary.”

The current economic situation has drawn in not just the average Canadian looking to save a buck or two, but also wealthier consumers.

“When the entire economy is feeling slightly squeezed, we get more consumers who might not have to or want to shop at a Dollarama generally or who enjoy shopping at a Dollarama but have the luxury of not having to worry about the price in some other store that they happen to be standing in that has those goods,” Rossy said.

“Well, when times are tougher, they’ll consider the extra five minutes to go to the store next door.”

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

Companies in this story: (TSX:DOL)

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U.S. regulator fines TD Bank US$28M for faulty consumer reports

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TORONTO – The U.S. Consumer Financial Protection Bureau has ordered TD Bank Group to pay US$28 million for repeatedly sharing inaccurate, negative information about its customers to consumer reporting companies.

The agency says TD has to pay US$7.76 million in total to tens of thousands of victims of its illegal actions, along with a US$20 million civil penalty.

It says TD shared information that contained systemic errors about credit card and bank deposit accounts to consumer reporting companies, which can include credit reports as well as screening reports for tenants and employees and other background checks.

CFPB director Rohit Chopra says in a statement that TD threatened the consumer reports of customers with fraudulent information then “barely lifted a finger to fix it,” and that regulators will need to “focus major attention” on TD Bank to change its course.

TD says in a statement it self-identified these issues and proactively worked to improve its practices, and that it is committed to delivering on its responsibilities to its customers.

The bank also faces scrutiny in the U.S. over its anti-money laundering program where it expects to pay more than US$3 billion in monetary penalties to resolve.

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

Companies in this story: (TSX:TD)

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