Power outages and cellular data

[Karen21]

When ever we lose power our phones with Rogers does not have cellular data. My husband is with bell and he has no problem. Why is that?

***Edited Labels***

[RogersJermaine]

Hello @Karen21,

Thank you for joining us here on the Rogers Community Forums! 

That is a strange issue as the power in the home should not have any effect on your cellular data. When you do lose power are you noticing any other issues with the device such as not being able to make and receive calls or send and receive SMS? Or is the issue only with data browsing and using any mobile apps?

If you can let us know some more details as well as the device, you are using and we can assist you further. 

Regards,

RogersJermaine 

[Karen21]

Hi, I have an iPhone 10 and my son has an 11.
Phone calls work but no sms. I thought it was the towers losing power, but it happens even when the power loss is local. I still have the same bars as usual. I turn off wifi and Bluetooth and still nothing. I tried turning off my phone and I checked on my account and the data is on. It happens every time we lose power.

[RogersTony]

Hello, @Karen21 

Thanks for those additional details. 

it sounds like when the power goes out and your internet connection drops is when this issue is occuring.

• Are you only having issues with SMS to that device or does it affect all devices?
• What colour is the message bubble when the power goes out and it is not working?

Next time this happens please turn the Wi-Fi off on both of your devices, once it connects to data-only try sending the messages again and let us know if the issue is persistent.

RogersTony

[Daylan]

It is same with my cell took me 10 mins to load what you said 10 to get to reply I also cannot get sms or calls if I do get a call it's very chopy and can't understand what's being said I've been on lteplus for hours and should be on 5 g

[Karen21]

We have 2 people on Rogers and 1 with Bell. The Bell has no problems. During the power outage he uses his data which is normal. With Roger’s, I have no data. Power outages should not affect my data. ???

[RogersCorey]

During a power outage, there can be temporary congestion on the local towers as everyone in the area shifts from WiFi to cellular, spiking the demand on nearby towers.

This can cause data to be slower than usual.

If the nearby tower was also losing power, you would see SOS or No Signal on your screen. Do you still have a signal showing during the power outages?

Regards,

RogersCorey

[TannisGR]

The exact same thing happens to our phones and it’s super annoying. So much for emergency use!

[wegarden1964]

The same thing happened last night with both our Roger’s phones. Was super annoying as I could not get online to see what was happening and how long we could be without power.  Whatever the problem is this needs to be fixed by Roger’s!!! We need to be able to contact people and check the internet to see what is happening in our area.

[oga7950]

exactly what happened to me last night during a power outage in vancouver. i turned off wifi so i could rely on data only. but the connection was terrible, i could still listen to apple music but could not go to ANY website. very annoying! unable to go online to get any info about the power outage. Rogers needs to fix this. 

[Karen21]

Hi,
I still have a signal but can’t get through to anything. Phone calls are not great either as it cuts out or just doesn’t go through. I see that many people have the same issue.

[RogersMoin]

Hello, Community.

We appreciate your participation in this thread and sharing concerns about data during power outages.

Reporting every incident is crucial so the network team can investigate the problem.

You can check the network status and report the issue through the MyRogers app | Support tab | Network Aid. This can also be done online: Network Help & Outages.

You are welcome to contact our tech support team, including sending a private message to CommunityHelps, as mentioned in this blog, to help us document the issue and initiate a ticket.

Regards,

RogersMoin

[nodoubtguy]

Had this exact issue on Nov 14th. Can’t make a call or use any data, but all other providers in the area seem unaffected.

[RogersCorey]

Good morning @nodoubtguy!

Are you still without data or have your services started working again? Please let us know.

If you're still experiencing issues, we will need to intervene with troubleshooting and a potential escalation to prompt further investigation.

Regards,

RogersCorey

[nodoubtguy]

All okay now. Services came back once power was back on.

Issue is that customers on other providers can still use data and make calls without any issues when the power goes out. Someone mentioned to me that maybe it's a faulty or dead backup at the cell tower near me. Is that something that Rogers can investigate? 

[RogersCorey]

Was there a weak signal or did you see SOS or No Signal on your screen at the time, @nodoubtguy? Or did it display as it it had a full signal but behaved like it had no signal? What error, if any, did you get when you attempted to make a call?

It is possible the issue was temporary congestion due to the sheer amount of users transitioning from WiFi over to cellular simultaneously when the power went out.

We'd be happy to take a closer look at this matter! Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey