We regularly upgrade and backup systems nightly and most often with no known impact to the network, servers or portals. If a Geo Datacenter is impacted (Vancouver, Calgary, Ottawa or Montreal), we will automatically fail over prior to the maintenance to ensure calls are not impacted.

We are investigating Issues with the Our Calgary Datacenter.

DC Provider RFO

Rogers Calgary 3 ISP LoS Loss of Internet Service for Calgary 3 Colocation Customers Rogers Data Centres Network Services Duration: 1 hours 22 minutes

Executive Summary: CR 27797, a scheduled reboot for routers RTR1A and RTR1B in Calgary 1 was performed during customer announced maintenance window from 06:00h to 08:00h Eastern to remediate high memory utilization.

Services that may observe increased latency or momentary packet loss 2 times for less than 5 minutes during maintenance window included Colocation ISP in Calgary 1, Calgary 2, Calgary 3, Edmonton 2 and VPC service in Calgary 3.

RTR1A and RTR1B were rebooted in sequence. Test of OSPF and BGP protocol status, IP routes and traffic levels before and after the reload were consistent in the rebooted devices. Service Assurance became aware of LoS of ISP in Calgary 3, escalating to MT 50649 at 07:21h. RDC- Network Service was contacted at 07:28h.

Problem was determined to be due to an OSPF protocol issue in Calgary 3 preventing IP blocks in Calgary 3 from being installed into the routing table. OSPF in Edmonton 2, Calgary 2 and Calgary 1 continued to operate nominally.

Calgary 3 OSPF was administratively forced to re-form the routing table by removing CLGRABD3YR01 and CLGRABD3YR02 from performing the role of Designated Router (DR), restoring service.

Incident Timeline 2025-04-17 06:42h ET - • First report of disruption to Internet Service arrives 2025-04-17 07:21h ET - • Master Ticket initiated. 2025-04-17 07:28h ET –
• RDC Network Services contacted and begin investigation.

Network Services

Calgary 3 OSPF administratively forced to re-form routing table by removing CLGRABD3YR01 and CLGRABD3YR02 from performing the role of Designated Router (DR), restoring service.

Internal Rogers Self-Recommendation

Scheduled implementation of BGP services in Alberta Data Centre networks to remove OSPF from Inter-DC networks to continue as planned in 2025 Q2.

This incident was resolved at 6:10 am. We are working with our Data Center Provider to determine the cause of the WAN Outage. Thanks for your patience.

We have discovered an issue with calls not completing. We are working to fix the issue immediately.

We apologize for any inconvenience.

We are continuing to search for the source of the issue. We apologize for the inconvenience

The issue was investigated and proven to be an issue with one of the paths of one of our upstream carriers. The issue was brought to their attention and they were able to isolate and resolve the problem. We've now resolved the incident. Thanks for your patience.

The issue is persisting, we are working with the upstream to get it resolved

The upstream has fixed the core issue, we will continue monitoring

We've now resolved the incident. Thanks for your patience.