Canada

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The 2022 Rogers outage that left 12 million people without wireless and hard-wired services was caused by human error and made worse by management and system "deficiencies," says an independent review conducted for Canada's telecommunications regulator.

The report says Rogers' core network manages wireless and hard-wired data both internally, within the company, and externally, for outside customers and service providers.

Designating risks in phase six as "low" meant Rogers' staff could avoid additional levels of scrutiny and approvals as the upgrade proceeded, even though doing so "contravenes industry norms," the report says.

All incident response and crisis team members at Rogers have since been provided with backup, third-party access to the internet to "maintain communication capabilities during outages."

The spokesperson said, citing an August 2023 report from analytics firm umault, Rogers was found to have the most reliable wireless network in Canada for the period surveyed.

A spokesperson for Minister of Innovation, Science and Industry François-Philippe Champagne told CBC News that Rogers has addressed all recommendations in the report and is continuing to invest in network resiliency.

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