Rogers service outages class action overview:
- Who: A Rogers customer sued the telecommunications company after its network failure July 8-9.
- Why: The plaintiff says the company was negligent and the outage disrupted communication, payments and even access to emergency services.
- Where: The case was filed in the Superior Court District of Montreal.
A Rogers customer sued the telecommunications giant after a major network failure July 8 and 9, saying the outage disrupted communication, payments and even access to emergency services.
Plaintiff Arnaud Verdier filed the lawsuit July 11 in the Superior Court District of Montreal, alleging violations of consumer protection laws. The lawsuit also alleges Rogers misled consumers by claiming to have the “most reliable network in Canada.”
The outage impacted customers across the country, disrupting not just texting and mobile data but also customers’ abilities to call 911 and make purchases via debit payment systems.
Verdier, a Rogers customer since June 2020, says he was “flabbergasted” that the company only offered a credit equivalent to two days of service for impacted customers, which he said was “wholly inadequate” and does not account for the other damages he and class members suffered.
He is seeking $400 compensation for each Rogers customer affected by the network failure.
He’s also seeking compensation for Rogers sub-brand customers, like Fido Mobile and Chatr Mobile, and for all Quebec residents who were unable to carry out certain banking transactions because of the outage.
Verdier said he also wanted to “hold Rogers accountable for its negligence and insouciance, in particular with respect to its obligation… to make 9-1-1 calls available at all times and which was unavailable to all Class members for close to 24 hours during the outage.”
Rogers class action claims CEO blamed outage on ‘maintenance update’
In a statement, Rogers president and CEO Tony Staffieri blamed the cause of the network system failure on a “maintenance update” in the company’s core network.
However, Verdier said Rogers should have tested the update before rolling it out.
“It also appears that Rogers performed its update without a ‘rollback.’ Regardless of the exact technical reason, this breach can only be qualified as a gross negligence on the part of Rogers,” the lawsuit states.
Rogers later announced it would reimburse all impacted customers for up to five days of service.
In 2014, Rogers Wireless Communications inked a $26 million settlement with consumers who entered into a wireless phone contract with Rogers Wireless between Jan 1, 2007, and June 30, 2010.
A Quebec Superior Court ruled Rogers Wireless had to repay its customers for early termination fee charges as the fees were “abusive.”
Were you impacted by the outage? Let us know your experience in the comments!
The plaintiff is represented by Joey Zukran of LPC Avocat Inc.
The Rogers service outages class action lawsuit is Arnaud Verdier v. Rogers Communications Canada et al., Case No. 500-06-001192-224, in the Superior Court District of Montreal.
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66 thoughts onRogers class action alleges customers faced service outages July 8-9
I’m currently struggling with Rogers trying to access my device protection plan , Rogers is not giving me any information on how to contact them or a phone number. I have been paying for the plan since 2020 and have been without a phone or able to use my plan, data attached to the phone I have with them because my device has been stuck in a boot loop since last year 2025 in June shortly after a screen repair and new battery install. When I brought the device to Apple store to be repaired the store including apple itself had no knowledge of my insurance plan or that I had been paying for this plan for the prior 5 years that I had been, up until l the service was needed. I could not get the phone fixed because it was not viewable on the device in my apple settings. I’ve been paying for this plan and the phone plan with data for the past year and no ability to use it. I have been having a hard time getting a hold of anyone at Rogers to help me with this for the past year. Now I can’t even get them to give me the information for this insurance provider. They seem toonly want me to upgrade my phone, when I’m asking them to reduce my plan today after finally getting through telling me that they can only change m plan to a locked in plan for the next 5 years. I’ve also been getting charged HST and a Quebec tax on an apple music service since 2022 when I’m in Ontario. Rogers is not acknowledging this when I’m trying to ask about it. I would also like to know what else I’m being charged this Quebec tax on since 2020 when I purchased a phone through them that has been paid in full since 2022.
Myself and my family were effected by this outage and many others although this one hurt because I had no way of talking with my doctor or my father who was palliative at the time. Extremely frustrating, especially not being compensated for it.
Our house hold was also with outlet services and feel we should be compasated as well