Rogers says it was a network update that caused a country-wide outage two weeks ago.
The telecommunications giant said in a letter posted on the CRTC website that an update in their core internet protocol network caused a malfunction in their IP routing.
This is the source of the outage that left all of Rogers’ 9 million cell phone customers without service, including being unable to contact emergency services.
It also brought a large number of small businesses to a standstill because of a lack of internet service.
According to the CBC, the CRTC had demanded Rogers explain why 911 services went down in some areas, and how it plans to honour CEO Tony Staffieri’s promise to proactively credit customers’ accounts.