With the ability of certain wireless devices to switch from cellular to wifi calling, (iPhone6 etc.), it would be advantageous for Rogers to enable the service at no additional cost.
The use of wifi would benefit those customers who are affected with poor cellular reception in the home, at the office or other public areas that could have a wifi hotspot service.
There is no benefit to the consumer to apply a hardware lock on wireless devices that restrict use to the carrier.
While the CRTC has mandated that phones must be unlocked at the request of the consumer after 90 days, a fee is applied by Rogers of $50.
In the interest of fairness, it would be a smart move for Rogers to waive any fees for this unlock, which was not requested by the customer, and only benefits the carrier.
Apple does not lock phones when a consumer purchases a phone outright. It would only be fair for Rogers to unlock the phone at no cost either on outright purchase of the device, when the contract expires, or on settlement of the HUP fee.
Currently, the RogersOneNumber is connected to the MyRogers login to register one wireless number.
I have three wireless numbers and there is currently no way to register more than one wireless device.
Please consider allowing all devices to the RogersOneNumber. (There is a very weird workaround which requires a user to make a 'dummy' MyRogers account, but it does not work with the iPhone or Android app)
I have all the Rogers services, including 2 cell phones, none of which are mine. My personal cell is part of my employer corporate plan. The issue is I cannot use the MyRogers app on my (corporate) cell phone because the app keeps trying to read my cell phone number and says it cannot display any info, even though I enter my credentials from MyRogers.com. Please modify the app to use only the MyRogers.com credentials so individuals like myself can benefit from the app or create a new app which mirrors the MyRogers services on the web (Rogers.com).
This would be useful, so once someone starts a live chat session, the rep can check the account without asking the account number, etc (safesend). If the account has multiple Rogers accounts to manage, it will ask which categary for support before starting a live chat session. Anyone agree?
Anyplace TV is pretty terrible right now for watching sports.
**edited labels** ~RogersMargaret
I just spent about 90 minutes of my precious weekend chatting online with Rogers support, trying to get a basic problem solved. Specifically, for the past few weeks, when I try to open the 'My Account' app with my Blackberry Z10, I get the error message: "Sorry but we are unable to display your details at this time. Please try again later."
After being passed between six chat support agents during the approx. 90 minute chat session, the final agent informed me that this is a problem known to Rogers, that an update to the app will be required before it will work again, and that I should use the my web profile to check my account details in the meantime.
Based on my experience today, Rogers can improve its customer service by:
(1) Publicly broadcasting and posting known technical issues with its products and services through the obvious channels, including social media and rogers.com/support.
(2) Improving its internal information sharing regarding known technical issues, among its customer support and technical support agents.
Here more details on all of the above.
The customer care agent who I initially connected with determined that I needed help from wireless tech support. I was then connected with Henry, who determined that in fact I had an E-care issue, and passed me to an E-care agent. The E-care agent asked three questions, infomed me that I had a wireless technical problem, and passed me back to wireless technical support. There, I was again connected with Henry, who promptly passed me back to E-Care. When Bernadette in E-Care then tried to pass me back to wireless technical support for the third time (!), I objected. After asking me to "wait a moment", she returned eight minutes later, and then attempted to create a technical support ticket. She was unable to do, after noting that I had a business account. She then passed me to Abdul, in business customer support. Only four minutes into his chat session with me, Abdul advised me that, "I am really sorry to say that currently there is an update needs to be done in Rogers app and we are directing customers to use the rogers.com/bss website instead and check their usages."
In a case like this, I expect that I ought to be able to find this news by googling "Rogers 'My Account' Blackberry" and seeing a recent advisory on the subject be included among the top search results. This was the first step that I took today in trying to deal with my problem. I went further, by directly checking for updates in the app's description page in Blackberry World, as well as checking Rogers Twitter support, and searching the support section of rogers.com. If this is a known problem that has been affecting a significant group of customers for days or weeks, why on earth am I not finding a prominent advisory provided by Rogers about it, when I check all of these places?
And when I finally reached out directly to Rogers for help, why on earth were four of the five people from support who chatted with me today, in the customer service, E-care, and wireless support groups, clearly unaware of a known technical issue that is affecting a broad group of customers?
Obviously this experience indicates the opportunities for customer service improvement that I have expressed above.
Obviously, the BEST solution is to offer Win 8 and WP8 versions of your apps (including streaming live TV), but in the meantime...
Under MyRogers, there's an option to manage your PVR, but its not very touch friendly. For example, I can't scroll through the guide because the scroll bars won't work when touched....they're optimized for mouse use. This makes Windows Tablets virtually useless for managing the PVR.
If the apps aren't happening, at least make the web version touch friendly for those on Win8 tablets.
All posts should have the ability to be kudo'd. If you see lately most good suggestions (e.g. allow longer until voicemail) has the Kudo option disabled. Either Rogers give a reasoning, or allow all posts.
It would be nice to have a Windows 8 and Windows phone 8 OneNumber App, get's annoying to have to use the site all the time for texting. Doesn't make sense that the phone isn't built into the OneNumber application I had to install as well. With what Microsoft is doing with Windows, you can even push out an Xbox One app where people would get notifications on their Xbox One while gaming or whatever (could be a good marketting point between you guys and Microsoft, the same way they work with Telus to integrate TV into the system).
Hi there, I have one small suggestion. I posted something in a thread a while back and I wanted to just check into it, but I can't seem to find the thread I had originally posted in. My suggestion is that there should be an option somewhere to be able to revisit threads you posted in previously.
Where is the Sleep Timer? ( bed room tv )
Where is the RED power on light? ( I left the netbox on for a week while on vacation )
When searching for a program, results are not sorted by date and time! ( try searching a sporting event )
**edited labels** ~RogersMargaret
When I upgraded my iPhone, I was told I had to get a more expensive plan to justify the subsidy, since plans were 2 years now instead of 3. This, in spite of the fact that in the past, I was eligible for hardware upgrades every 2 years anyway.
But, why can't the phone subsidies completely uncoupled from the plan pricing?
- Plan A is $50/month for two year contract
- If you want a cheap smart phone, then your cost is <whatever subsidy you want> / 24 per month on top of the $50.
Let the customer choose their subsidy, and add it on to the plan, instead of integrating it into all of the plan pricing, causing confusing "tiers" where only these "smart picks" are eligible for these plans, and forcing customers into more expensive plans they don't need. That way it's easier for the customer choose a phone, pay it off and upgrade it later if they choose, or keep using their old phone after it has paid off.
Rogers loses no money here, and customers get what they want, and the pricing is a whole lot easier to understand.
**edited labels** ~RogersMargaret
When I asked Rogers why wireless rates are so expensive in Canada compared to other countries, I was told because Canada has much lower population density. i.e. losts of land to build out infrastructure, but relatively fewer customers
But then if I look at prices in Manitoba, which has much lower population density than Ontario, I see plans cost $20 less per month and come with 10 times the data!
So which is it? Obviously Rogers is making a profit in Manitoba - they're a business after all. Why doesn't Ontario, with a higher population density, have plan pricing similar to Manitoba?
Not only that, why am I forced to buy a lot of voice and text messaging to get data? I don't talk a lot, but I want 1GB of data. I have to purchase an $85 plan with unlimited everything to get that. Why?
**edited labels** ~RogersMargaret
I have had a cell phone with Rogers for 1 1/2 years. I have only had good use of it for approximately 3 months from the time i have had it. I sent it in for repairs (for which i had to pay for) only to have it work for a few more months and not work properly again. In going to the rogers store there was nothing they could do for me, unless i wanted to pay more for fixing or getting a new phone. I called customer care and finally they provided me with a refubished phone, and low and behold after the grace period they had on this phone it stopped working properly as well. I went down again to rogers store and again nothing they could do for me without charging LARGE fees. I called customer care again and nothing they could do for me, when I said i would be canceling my serivce with them they said they would transfer me to do that (knowing that the large fee to cancel would probably convince me not to) Where is the excellent customer service here?? Why would anyone want a phone that cant receive or make calls?? Why could they not just send out another refurbished phone! Why would rogers not want to satisfy a customer rather than loose them? Idea is to provide better customer service by trying to help a customer get use of a faulty phone without paying LARGE fees and retain them, keep them happy so they will tell people to transfer to them rather than ttelling other people not to deal with rogers and go to MTS.
One of the problems I usually encounter is trying to figure out which remote control button to press in the dark. With LED technology becoming less expensive, why not offer a remote with illuminated/backlit buttons that turns on a "press of a button".
I have a remote with illuminated buttons, but you have to push a certain button to turn the backlight on. I have a few laptops with backlit keyboards and the backlighting turns on automatically by pressing any key.
It really would be nice to have a NextBox remote control that has backlit buttons that turn on by pressing any of the buttons.
Hi, I am a long-time customer of Rogers ( > 10 years now) and also a frequent but irregular contributor to the Community forum. I am also been in the IT service delivery business for many years and in senior positions as well so I have a good understanding of what it's like to deliver technology services from a large company like Rogers.
My focus on this topic will be on Internet and TV services and the devices used and sold/rented to customers for these. There was already a posted reference to overall customer service but my focus here will be on devices rather than overall. I find the quality of the devices provided to customers to be terrible, mostly from a software point of view: The hardware seems to be in better shape than software from my experience.
I've now seen many devices from Motorola, CISCO, SMC, and most recently multiple HITRON. Too often these devices crash or fail to work reliably when installed. The software features are also very limited compared to other market devices, especially for the price being charged. I don't believe these are being tested well before sending to customers for use. I realize Rogers is at the mercy of their suppliers but given the quantity they purchase, they should have more influence on those suppliers and their quality.
- Improve the test labs you are using for this and create actual test conditions that mimic customer conditions. I don't believe this is actually happening given the # of issues reported in the forums.
- If Rogers can't create all the testing conditions in its labs to mimic what customers see, then I would suggest you engage your customer base to act as testing guinea pigs. Offer them a break on their monthly fee for being a tester. Do this in various geographies so that those areas with different network conditions can report back. Make this a formal program and let people know this is happening.
- Reduce # of devices out on your network. I think the grandfathering process in use today is actually harming Rogers and their customers' perception of service. I realize there are always those who don't want change happening at all. You might want to consider going down to 2 devices. A modem only device with 24 channels or better and another that is a full gateway similar to the CGN3. I'm not a fan of HITRON but I suspect Rogers is stuck with their contracts with thes companies for some time. Explain to customers on web site and marketing communications whay it's important to upgrade to newer technologies and not hang on to old stuff. Do this in simple terms that explains that overall service and speeds improve for everyone if newer technologies are deployed across the board. Encourage them financially as well in the process as to how the servide is charged. I believe this would reduce your overall support costs and with fewer devices would improve your tech staff's ability to support what is installed.
CABLE TV Set top Boxes:
I've now used several generations of Scientific Atlanta (now Cisco) over the years. When the devices came from Scientific Atlanta the software quality seemed better, even if the features were more limited. I would personally rather have more limited features than more features that are unreliable. I think most would agree with this.
When I look at the number of problem reported on the CISCO 8642HD (OR NB2 equivalent) and the Enhanced Program Guide and the NB3 announced last year it begs the question as to whether anyone is testing these things at all. On the NB3 there are serious software reliability issues that have been there since day 1 and a year later are still not resolved. I have to believe Rogers has some influence over Cisco in the quality they receive and the testing done before sending out to the network. Frankly I'm surprised Cisco is in this business at all given who they are and would expect they get out of this at some point.
As above create better test conditions in your lab(s) that mimic the various environments your customers might deploy. ie. whether they use 2-channel audio or home theatre sets with 5.1 channels or with HDMI, etc.
As above if Rogers can't create all the testing conditions, engage your clients to perform testing as a pre-release cycle before sending to the masses. Even if this reduces the speed at which deployments are done, it is better to deploy with better quality than to not deploy at all. As an example, I have refused to upgrade to an NB3 given the # of issues on that device and have decided to put up with the painfully slow response from my NB2 device because it is more stable, even though it's slow as molasses to work with.
My post is already too long so I will stop here even though I could go into more depth on these topics.
Please allow customers to adjust the number of rings prior to their voicemail picking up. Other carriers allow this. I'm wondering why this function is disabled? It seems weird to me, why you would limit this feature. After typing with the support staff, they responded to my question with something like "[it was impossible to adjust the number of rings prior to voicemail picking up and that only their home phone service is able to do so]".
Please make this an available option. Or, at least, provide a good reason why your developers decided to make all of their cell phones work this way.
It sure would be nice to get an extra few seconds to answer the phone.
Note: I have no idea what label I should use for this (please feel free to put in the right spot).
**edited labels** ~RogersMargaret
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