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Hi,

I just got a text from Koodo, below.

Waiving overage fees is a nice idea but how can I incur a data overage if the service isn't available. 

Service in my area was severely degraded for the 25hr duration of the power outage.

I'd like to know why mobile services were not available. Does the infrastructure not have back up power?

Thanks,

 

A Message from KOODO: We hope you and your family have remained safe during this latest severe weather event. We will be waiving any incurred data overage charges for this current billing month. You do not need to take any action (this will automatically be done for you), and you will see these credits on an upcoming bill. 

If the tower itself was affected or damaged, there isn't much that can be done any longer of course.

Affected? So infrastructure does not have backup power?

If there's tower damage, ok, that should be communicated to customers.

From what I’m reading, most cell towers or cell sites have backup power systems in the form of batteries or diesel generators. The problem is when the cell tower itself sustains damage (e.g. ice accretion on the cell tower) as this would render the backup power source unusable until the cell tower is repaired. The backup power systems may have failed prematurely, further compounding the problem.

Affected? So infrastructure does not have backup power?

If there's tower damage, ok, that should be communicated to customers.

You can report an issue with the service in your location on the Telus page. They will have someone look into it. https://www.telus.com/en/mobility/network/coverage-map?INTCMP=VAN_coverage

Affected? So infrastructure does not have backup power?

If there's tower damage, ok, that should be communicated to customers.

Back up batteries or generators can also run out over time.

Koodo/Telus does communicate outages to customers.  You can view outage info here https://www.telus.com/en/ab/outages 

Thanks for the outage page links, but if you're in the outage…

The service came back at the same time as power was restored to the area. Probably not tower damage.

The only communication from Koodo was the text above, haven't acknowledged there was an outage.

 

Thanks for the outage page links, but if you're in the outage…

 

You say there should be communication to customers, so what communication are you expecting? 

It was a region wide power outage.  A cellphone tower not working because of the region wide power outage is not a crazy expectation in this situation.

Also news media did report some cellular network outages too.

Few of us are prepared for such a severe weather event. An inexpensive battery-powered or wind-up radio receiver could have provided information about what was going on in your community. Most terrestrial radio stations have backup power sources.

Get Prepared | Canada

I would not rely on the cellular network to provide updates on power outages. This responsibility falls on the power company that serves your area. Your local radio station might have been able to provide updates as to when power will be restored. Koodo was doing its part, helping customers who may have had service by waiving data overage charges.

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