TOPS - Major Incident - Network Connectivity – Incident details

Resolution: All customers have been returned to service on an alternate fiber connection as of 7:30pm. A small number of customers will need to reboot their phones. We will be reaching out to these customers tomorrow.

Update: As of 4:30pm, half the impacted customers are now fixed. We will continue to work into the evening.

Update: We are implementing a manual workaround to regain access to all systems. Unfortunately this must be done one customer at a time.

Impact: The number of customers impacted was about 40% at peak, it is now about 33% as our technicians work to reconfigure each system manually.

Root Cause: A Rogers backbone fiber feeding the data center has been damaged. Rogers fiber team is onsite but there is no ETA for the repair, so work-arounds are being implemented at all levels.

Update: Data centre engineers are working with the internet providers at the highest priority to resolve this issue

Problem: Two IP pools used by customer systems at one of our data centers are not connecting properly. This is causing all impacted systems to be unable to connect to phones and applications. Systems are still able to take voicemail messages.

Impact: Roughly 40% of customers