Account Support, MyRogers & Additional Services Knowledge Base

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  1. Log into MyRogers   2. Select the number in question   3. After the page loads, scroll down. Select "Check Device Balance"
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  Hey Community,   With Rogers NHL LIVE, you’re able to catch every out-of-market and national game during the season, including the Stanley Cup® Playoffs. That means that you can choose the coverage you want with home or away broadcasts and   stream over 1,000 live regular season NHL games   in high definition. Rogers customers can catch the action from different  GamePlus™ camera angles with simultaneous multi-camera viewing   and enjoy the action on the big screen with Apple TV, Xbox One, PlayStation 3, PlayStation 4, Roku. You can also use your laptop, tablet or smartphone and your home Wi-Fi network, stream to your screen of choice with Google Chromecast.   PLUS: If you subscribe to Sportsnet™, TSN, RDS and TVA Sports as part of your TV package, you also get access to   those in-market games on Rogers NHL LIVE™.   Want to follow more than one game? Enjoy multi-game viewing (up to 4 games) using split-screen and quad-screen on your PC or laptop.   Watch or Listen On-the-Go Watch live games on your laptop, smartphone, or tablet when travelling in or outside of Canada (subject to local blackout restrictions). Listen anywhere to live game audio through your car stereo or smartphone. Get live scores, game-play alerts and in-game highlights no matter where you are.   Regional blackouts   are a mandate of the NHL, designed to cultivate and protect a team’s home market. For example, in order for the Ottawa Senators to grow their fan-base, they want people in Ottawa to watch their games over the Montreal Canadiens or Toronto Maple Leafs. These regional rights are then taken by the team and sold to a broadcaster. Each team has between 50-60 regional games per year. The remaining games are what is known as a “national” game, which is a game that can be viewed by anyone, from coast-to-coast, like Hockey Night in Canada. For an explanation of NHL blackout rules, click here > However, every game of the Stanley Cup Playoffs is a national game and therefore does not have any blackouts. Looking to watch the game but not sure where to watch it? Check out the handy   Where to Watch Tool   to find out!   What is the difference between “in-market” and “out-of-market” games?   Out-of-market: Games that do not feature the local team. Example: wanting to watch a Leafs game while living in Vancouver.  In-market: Games featuring the local team. Example: watching a Montreal game in Montreal. Rogers NHL LIVE™ is predominantly an out-of-market product. It allows people to follow their favourite team, if they are not a fan of the in-market one. In addition, it provides hundreds of other national games (such as Wednesday Night Hockey, Hockey Night in Canada and Rogers Hometown Hockey) and the Stanley Cup Playoffs. It is still possible to watch the in-market team in Rogers NHL LIVE™, if you have a cable or satellite subscription that includes Sportsnet, TSN, TVA or RDS, with a participating TV provider. For an explanation of NHL blackout rules, click here >   Where outside of Canada can I watch NHL Live?   Fans can continue to live stream games while travelling in Canada or the U.S. Roaming charges may apply when not on the Rogers wireless network or when not on Wi-Fi, so we suggest you get a data roaming pack in advance if you choose to stream the games on a wireless network. Rogers Share Everything™ plans offer Roam Like Home, allowing you to use your Canadian wireless plan when you’re in one of 75 international countries.  Both National and Regional game blackouts still apply outside of Canada, so, please keep in mind that if a game is available on TV where you’re travelling to, you will not be able to access the game in Rogers NHL LIVE. Due to rights restrictions, Rogers NHL LIVE™ cannot be used in Denmark, Finland, Norway or Sweden. Data consumption is approx. 1GB/game when streamed to a smartphone and approx. 2-5GB/game when streamed to a tablet, computer, gaming console or TV (varies based on length of game, stream quality, device and other factors). Data usage exceeding your plan allotment (overage) is charged in increments rounded up to the next MB or GB (as applicable based on your plan). Standard roaming charges apply when not on the Rogers wireless network.   How to Access Rogers NHL LIVE™   Rogers customers on a Share Everything™ wireless plan or select 2-year term Rogers Ignite™ bundles get a free 2017-18 Season’s Pass subscription included with their plan. If you don’t know whether you’re a Rogers customer with an eligible plan, visit Pricing & Packages and select “Sign In” to check your eligibility. Rogers and Non-Rogers customers who aren’t eligible to get a free subscription can still subscribe by paying with a credit card Visit Pricing & Packages and select the purchase option that you would like to buy.   If you purchased a subscription to Rogers NHL LIVE™ through the NHL app you’ll be asked to sign in with a MyRogers ID (or to create a new MyRogers ID) as the final step. By signing in with a MyRogers ID or creating a MyRogers ID, you are making a connection between your In-App purchase and a MyRogers username. This is important because a MyRogers username enables you to stream live hockey games on all supported devices. Check out our list of supported devices > If you choose not to sign in with a MyRogers ID, you are able to stream live hockey games on your iPhone, iPod Touch, iPad and 4 th  generation Apple TV, exclusively through your In-App purchase.   Remember that you can always sign in with a MyRogers ID at a later time to make the connection and watch on other devices. To do this, start up the NHL app and go to the Settings section then sign in where it says “My Rogers Account”. If you’ve just purchased a subscription to Rogers NHL LIVE™ through the NHL app, but you’re having trouble watching games on Apple TV or other devices you will be required to connect your in-app purchase with a MyRogers username – this acts as the login for Rogers NHL LIVE™ so that your subscription can be identified on other devices. To watch games on other devices, including your Desktop, Xbox, PlayStation, and Roku, you need to If you don’t yet have a MyRogers username, visit rogers.com/NHL, click on REGISTER at the top of the page and follow the instructions.
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                                   How exactly do you get started streaming Rogers NHL LIVE ™   on your tablet or smartphone? Just follow these steps.     On your PC or Laptop   Go to   rogers.com/NHL Click on the “Schedule” page Click on the NHL game that you want to watch to start streaming!   On your Smartphone or Tablet   Download the Rogers NHL application to your iOS or Android device Login using your   MyRogers TM   profile Tap to the “Scores” screen Choose a game to start watching!   How to Access GamePlus TM   Once you’re already watching a game, look for the camera icon Click the camera icon and choose the angle that you want to watch
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  Got an iOS or Android device and experiencing device issues? Got a technical question regarding your device?  Well you are in luck.   Check out this helpful How To video to learn how.     Steps: Start by opening the MyRogers App on your Apple or Android device. Next, click DeviceAid and select “Ask us a Question”. Type your question into the text box and tap Find my Answer. Scroll through the list and select the recommended answer that best fits your issue. Follow the prompts to display more information and instructions on how to apply the fix. If none of the answers in the list apply to your issue, you can select Connect to a tech support rep or Connect to a billing rep to initiate a chat session.  
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  Got your hands on a new Wireless device? Looking to activate a new sim card or reactivate an existing one? Well you are in luck.   Check out this helpful How To video to learn how.      Steps: To get started, login to your MyRogers account. Under the services tab in the top right, select wireless in the drop down. If you have multiple wireless numbers, select the number you want to change the SIM card for. Under the My Wireless Package section, select Change My SIM Enter your old SIM number in the appropriate field, followed by your new SIM number. It’s a long number so take your time to make sure you enter it properly. Select change and you’re all set!
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  Here are the simple steps to easily download the detailed usage for your Rogers service. 1. Log into your My Rogers account   2. On the Account Overview page select   View Bill   under ACCOUNT BALANCE* 3. Click   Details >   on the Wireless Number you want to view Details for 4. In the “My usage summary” section for the CTN you have selected, click   Details >   located either beside the   TALK   or   DATA   to view detailed usage 5. Click   Download Usage   to view the complete details *If you are unable to see “View Bill” option, change browser zoom to 75% or 100%    
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  Think of data as being kind of like gas: it helps get you where you want to go online. You use some each time you grab email, surf the Web or download an app. But it’s not limitless, and each thing you do online brings you closer to your monthly usage limit of your Rogers Internet and/or your device’s data plan. To avoid going over your limit, get in the habit of checking your usage every once in a while via   MyRogers™ – and, if necessary, increasing your plan. Rogers has made doing both of those things super easy! Here are step-by-step instructions.     To check your internet usage for postpaid users:   From your desktop:   Log in to your   MyRogers   account (or   register   for one if you don’t have one already). Click   Account Overview. Under the heading   My Home Services, you’ll see a box that says   Internet. Under it, you’ll see the words   My Usage & Details. Click that! A monthly-usage progress bar indicates your total available usage, your used data and your remaining usage details. For a more detailed rundown, click   Usage Details, located beside the progress bar.     From your smartphone or tablet:   Download and install the   MyRogers   app   from your device’s app store. It’s available via   Google Play, the   Apple App Store   and   BlackBerry World. Sign in with your   MyRogers   account info (or   register   for an account if you don’t have one already). Under   Home Services, tap   Internet. A monthly-usage progress bar indicates your total available usage, your used data and your remaining usage details.     To check your wireless smartphone or tablet data usage  for postpaid users :   From your desktop:   Log in to your   MyRogers   account (or   register   for one if you don’t have one already). Click   Account Info. Under the heading   My Mobile Services, you’ll see a box containing the word Wireless, plus the phone number associated with your wireless account. Under it, you’ll see the words   My Usage & Details. Click that! Under   My Usage, click   Data. A monthly-usage progress bar indicates your total available usage, your used data and your remaining usage details.     From your smartphone or tablet:   Download and install the   MyRogers   app   from your device’s app store. It’s available via   Google Play   and the   Apple App Store. Sign in with your   MyRogers   account info. (If you’re on the Rogers network, you don’t need to sign in to view your own usage.) Under   Wireless Services, tap your cell-phone number. Under   Usage, tap   Data. A monthly-usage progress bar indicates your total available usage, your used data and your remaining usage details.   If you find that you’re regularly nearing or surpassing your data limit, you might want to upgrade your plan. For information on   Rogers Internet   plans,   click here. For information on   wireless   plans,   click here.  
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  If you’re looking for an easier way to manage your Rogers services, one that doesn’t involve spending time on the phone or your computer, we’ve got something exciting to share. Rogers’ My Account App is a free*, simple and convenient way to keep tabs on all your wireless services. With the app, you can view your account balance, view your voice, text and data usage stats, manage your MY5 list and much more.   If you have a smartphone, to get started, search for Rogers My Account App via the app store on your smartphone. Visit the   Android Marketplace,   Blackberry App World   or   iTunes App Store   to download the Rogers My Account App. Install app and follow the login prompts (you’ll have to use Rogers’ network and not WiFi for authentication purposes). If you have a regular mobile devices text ACCOUNT to 4836, you will receive a text with a link to the Rogers Mobile Internet Portal which gives you access to My Account.  Or you can use your phone’s browser to visit   www.rogers.mobi/myaccount   and follow the login steps. Once registered, select one of the following to manage your services:   View account balance:   See your account balance and last payment details Make a payment:   Make payment using a credit card (Visa, MasterCard or American Express) View voice and data usage:   Check out how many minutes, KBs of data, text, picture and video message you’ve sent for the invoice period. Browse and manage subscriptions:   See a list of your current services and add new services available to you and add them right from your phone! – Coming Soon. MY5/M10:   Subscribe to MY5/MY10, manage your list of MY5/MY10 numbers Manage Extreme Text Messaging:   Adjust Extreme Text Messaging functionality (if you subscribe to Extreme Text Messaging). Manage Ringbacks:   Update and manage your Ringbacks (If you subscribe to Ringbacks)   * There’s no data charge for usage associated with the app.  
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  The Benefits of Your Data Plan and the Things you need to know   Having a data plan means you are connected wherever you happen to be. You can use your phone or tablet as a map and never get lost again. Instantly receive updates and pictures from your family about important events that you can’t attend in person. Download apps to find nearby restaurants and shops. Or use those same apps to check reviews and find out what best suits you.   Think of data as being kind of like gas: it helps get you where you want to go online. You use some each time you grab email, surf the Web or download an app. But it’s not limitless. And if you use it all up, you’ll need to pay for more. Make sure you know what’s included in your plan. You can find out by logging into your   MyRogers   account online, or on your phone with the Rogers   My Account app. Knowing how much data you have in your bucket will help you avoid overage fees – charges for using more than your allotted amount. If you find you need more data, you can adjust your plan to keep from going over.                                                                               Quick Tips to Manage your Data   Track and review your usage regularly. You can always check your data usage through your   MyRogersaccount online, or right on your phone with the Rogers   My Account app. Don’t have a   MyRogers   account already set up?   Different activities use different amounts of data. Not all online activities consume data equally. Text emails use very little data, but adding pictures – which can be several megabytes in size each – can greatly increase email data consumption. Online video tends eats up a lot of data, too, as can streaming radio for prolonged periods. If you plan to regularly use services like these, ensure you have a big enough data bucket. Check out the   Rogers Plan Builder   to see how much data certain tasks take.     Use Wi-Fi when you can. Your phone uses no wireless data when you’re connected to a Wi-Fi network, like the one you probably have at home. Planning to download bigger apps, videos, pictures and music when you’re connected to the internet via Wi-Fi can play a significant role in ensuring you don’t exceed your monthly data allowance.   Manage your automatic updates and push notifications. You can often adjust the frequency of these updates, or even quality settings that affect file sizes. Consider adjusting your settings for updates to: Online photo albums or cloud storage that automatically back up files or upload photos taken. Podcasts and Web feeds that automatically download any new files in the series to your device. Push notifications for apps you use less often, which can be turned off. Email settings that can be set to   Pull   instead of   Push   so that your inbox refreshes manually only when you want it to. You can also adjust settings for email sizes and attachments. Emails with large attachments that get stuck in your outbox may be resent repeatedly, incurring usage each time.   Shut down background Apps you’re not using. Chances are good you’ve got apps open on your smartphone that you don’t even know about. Often, they run in the background to keep you up to date on software upgrades and so on. Left unchecked though, these apps can eat up a sizable serving of your monthly data-plan allowance for wireless internet. If in doubt, shut ‘em down!   Here’s how: On your Android device, select   Settings, then   Application Manager. Select the app you want to disable and press   Force Stop. On some Android devices, you can also view all your running apps by pressing the multitasking   softkey, or pressing and holding the   Menu   key. Swipe the app to the right to close it. On your iPhone, double-tap the   Home button   to see all running apps. Tap and hold an app then tap the   red X   to close apps you’re not using. On your Windows Phone 8 device, long press on the   Back softkey. Tap the app you want to quit from the list, then tap the   Back   key until you get to your home screen. On your BlackBerry running OS 6 or 7, press and hold the   BlackBerry   button until the   Application Switchercomes up. This shows you all the apps currently running on your device. Scroll to the app you’d like to close, and select   Exit/Close. If you have a BlackBerry 10, running apps are visible on the   Running Apps   pane. To access it while in an app, swipe upwards from the BlackBerry brand at the bottom. To close a running app, select the   X   at the bottom right corner of the app you want to close.
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  When moving, Rogers provides a free service called Rogers Concierge™ to help with your move.  You will be given a dedicated agent during the process – someone you can contact, without waiting on hold, who already knows all about your move order. You will have a direct email and phone number to contact this person.     YOUR ROGERS CONCIERGE CAN:   Review and confirm any of your order details. Ensure you have the right products and services. Reschedule or modify your existing work order, as required. Help solve technical problems. Answer billing questions and resolve any concerns.   To get set up with Rogers Concierge, call 1-877-MY-MOVE-9 (696-6839)
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  We know that tech jargon can sometimes be a little hard to follow, so we’ve put together this glossary of some common wireless terms to help you make sense of it all.   Know another jargon term you would like to see added? Send us your idea by selecting 'Report Content' from the Options Drop Down Menu.       Wi-Fi When you install Wi-Fi (wireless networking) in your home, you’re basically creating a network where devices like computers and smartphones can connect to the internet without any extra cables. When you’re using your wireless device in places like the airport or library, or even your local coffee shop, you’re likely using their wireless network to access the internet while you’re there.   Roaming   When you use your wireless device anywhere outside of Canada it means you’re roaming. So if you’re outside the country and you call, text, or email someone back in Canada, you’re using a foreign cellular network, which means you’ll likely be charged for using your phone while you’re there. Don’t want to pay those extra charges? Enroll in Roam Like Home before you go or turn data roaming on your phone off when you travel   Streaming   Streaming means that instead of downloading files that take up space on your hard drive, you’re accessing the content temporarily, and only while you’re on the internet. Streaming is great for watching or listening to content on any device (e.g. smartphone, tablet, laptop), and it works better when you have a faster internet connection, since you’re listening or watching in real-time using a broadband internet connection.   Data When you access the internet on your wireless device, you’re using data. So if you like sending emails, posting pics on Instagram, and streaming YouTube videos on your device, make sure your wireless plan covers you for the amount of data you’ll need in a typical month so that you can avoid overage charges.   GB Everything you do on the internet, like viewing a website or sending an email, can be measured in bytes. A megabyte (MB) is about 1,024 kilobytes, and a gigabyte (GB) is about 1,024 megabytes. Your wireless plan only covers you for a certain amount of MB or GB per month, so it’s a good idea to keep track of your usage to make sure that you don’t go over your limit. Luckily you can easily see your daily and monthly usage in your MyRogers account.   Broadband Broadband internet is commonly referred to as high-speed internet. There are various types of broadband in Canada, including DSL (Digital Subscriber Line), Fibre-Optic, Cable, Satellite, and Mobile. Each of these types delivers internet in its own way. For example, fibre-optic broadband internet uses fibre lines to deliver data while cable broadband internet uses the same cable that’s used to deliver your television data.   LTE LTE stands for Long Term Evolution. It’s the fastest wireless technology available, much faster than 3G or 4G HSPA+. What does that mean for you? LTE gives you a faster internet experience, with the capability to download large files and stream high-definition movies like never before.   Fibre Optic   Fibre is broadband internet delivered over fibre-optic cables that use light to transmit data signals faster than copper wires or coax cables.   Coaxial Cable Coax is the name of the cable that plugs directly into your HD Box to deliver cable TV to your home.   Spectrum Spectrum is the name for invisible electromagnetic frequencies that are used to transmit data through the air. When you watch TV, listen to the radio, make a phone call or send a Tweet from your wireless device, you’re using different parts of the same spectrum.   Net Neutrality   Net Neutrality is the principle that all internet content should be treated the same and that your internet services provider (ISP) must disclose how they manage their networks.
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  How can I pay my Rogers bill? The fast, easy and most convenient way to pay your Rogers bill is to   sign   up   for either pre-authorized chequing or monthly automatic credit card payments.    There are numerous ways you can pay your bill. For easy to use convenient self-serve payment options, why not try: Automatic payment, via pre-authorized chequing or monthly credit card payments By one time credit card payments via: a) Online at   rogers.com/onlinebilling b) On your device through the   MyRogers TM  app   For other payment options, click   here   I forgot to make my payment. What will happen to my service? If a payment is missed, you may be assessed a late payment charge. If your account remains past due for an  extended period of time, your service may be suspended for non-payment.   What if I have difficulties making my payments? You may be eligible for a payment arrangement if you cannot make a payment by the due date. You can reach us via   Live Chat by selecting Billing & Payments and then Outstanding Accounts & Payment Inquiries. If you still cannot make your payment, then your services will be suspended An eligible payment arrangement may temporarily hold the collection activity until a payment has been posted A confirmation email is sent when a payment arrangement is made. You should keep the email handy and make payment on the arrangement date(s) to keep services active
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  I see a Credit limit amount on my invoice. What is a Credit limit? A Credit limit amount is the dollar amount your balance can reach before Rogers may suspend your services. This limit is based on your credit assessment at the time of activation. The total balance applied against the credit limit includes all billed and unbilled (pending) amounts for all subscribers on your account (that includes your monthly service fee, all one-time charges such as usage charges, hardware purchase charges, adjustments, etc.)   How can I check my available Credit limit on my account? And will I be notified if I am nearing my Credit limit? You can check your Credit limit Amount, billed and unbilled balances and available remaining balance at any time by logging into your MyRogers TM   account or by contacting us When you are nearing your Credit limit, you will be notified via text messages or by phone. If we are not able to reach you, we will leave you a message unless you do not have voicemail or if your voicemail box is full The best way to make sure your services are not suspended is to pay all of your monthly bills on time and in full If you receive a warning message, or if you know that you are probably going to be using your services more than usual, you may want to make advance payments. Advance payments are applied to any outstanding bill charges your may have. Any amount leftover will appear as a credit on your account and is applied towards your next month’s balance If your payment brings you below your Credit limit, your service will be restored once your payment is received and applied to your account. If you have a phone with a SIM card, you will need to turn the phone of then on again to restore service.
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  A simple definition, Credit is… A transaction in which a person (known as a borrower) receives merchandise, money or services Little or no money up front, but promise to pay an agreed upon amount of money in an agreed upon amount of time in the future Usually, the person or company that gives credit to a person (known as a lender) charges a fee for providing the service Lender reviews applicant’s credit worthiness prior to granting credit   What’s a Credit Score? Your credit score is a snapshot about your financial health, at a specific point in time. It indicates the risk you represent for lenders, compared with other consumers in Canada High scores on this scale are good. The higher your score, the lower the risk for the lender. Lenders may also have their own internal credit scores   Do you know your current Credit Score? Your credit score has the potential to change anytime, without your knowledge. How you handle your credit and payments plays a big role in determining your score.    What affects my Credit Score? Payment History A good record of on-time payments will help boost your credit score Outstanding Debt Negative credit information, such as collections, Bankruptcies and judgments can also degrade your score Credit Account History An established credit history makes you a less risky borrower. Think twice before closing old accounts before a loan application Recent Inquiries When a company checks your credit for lending purposes, it posts a hard inquiry to your credit file. Apply for new credit in moderation Types of Credit A healthy credit profile has a balanced mix of credit accounts and loans   What happens to my Credit rating when I miss a payment(s)? Late payment on Rogers accounts can lead to a negative credit report to the Credit Bureau and a negative impact on your overall credit rating Paying your past due balances will improve your credit rating. Reported payment history however, is a permanent record on your credit bureau file (exception: if information is reported incorrectly, this is the only time the record can be updated)   Where Credit Reports are sent and timelines? Credit Reports are sent to the following credit bureaus:Trans Union & Equifax Accounts are reported monthly after each billing cycle Credit reporting begins on the first bill cycle after account activation and ends when the account is paid off Credit reports submitted by Rogers appear under the Trade Line section of the credit bureau, along with reports from other creditors such as banks, credit card companies, financing firms and retail stores You can reach us via our  Contact Us page if you ever have questions.  
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  Still receiving a paper version of your Rogers bill? Consider going paperless with online billing.   You’ll reduce paper waste, save time and have access to your last 18 months of bills. Plus, Rogers has just launched an easy-to-read enhanced e-bill with improved navigation.     Here’s how to go paperless:   Log into My Rogers at   rogers.com   (or register now if you haven’t already). Once logged in select   Profile. Now click the Bills & Payments tab, then under the Bill Summary > Bill Type, click   Change. Select the account(s) to be added to online billing. Accept the terms and conditions and click   Enroll. Now, you’ll get an email each month when your bill is available.
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  Register for Rogers NHL LIVE™?                                                                                Get live, in- and out-of-market, regular-season games on your smartphone, laptop or tablet. Live stream over 1,000 games.     Rogers Customer?   Visit   rogers.com/NHL   and click on the “Get it Free” button for Rogers customers Login using your   MyRogers TM  Username and Password or create a new MyRogers profile This is the username and password you will use to live stream all NHL games on Rogers NHL LIVE TM If your Rogers wireless or internet accounts are not linked to your MyRogers login, you’ll be prompted to link them This will allow you to get your FREE subscription to Rogers NHL LIVE TM Now that you’ve registered your account you’re ready to start watching NHL games!     Not a Rogers Customer? Visit   rogers.com/NHL   and choose one of the purchase options, click on the “Buy Now” button Enter your credit card information and confirm your purchase Login using your MyRogers Username and Password or create a new MyRogers profile This is the username and password you will use to live stream all NHL games on Rogers NHL LIVE TM Now that you’ve registered your account you’re ready to start watching NHL games! 
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