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New Idea
0 Kudos

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).

0 Kudos
p_cook

Rogers Community

Status: New idea
by Monday

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.

0 Kudos
Andor

Net Box 3.0

Status: Acknowledged
by Saturday - last edited Monday by Community Manager

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 )

Andor

 

 

**edited labels** ~RogersMargaret

Status: Acknowledged
0 Kudos

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?

For example,

- 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

 

Status: Acknowledged
0 Kudos
gustav

Wireless Price consistency

Status: Acknowledged
by Thursday - last edited Friday by Community Manager

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

Status: Acknowledged
0 Kudos

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.  

Status: Acknowledged
0 Kudos

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. 

 

:robotlol:

It really would be nice to have a NextBox remote control that has backlit buttons that turn on by pressing any of the buttons.

Status: Acknowledged

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.

 

Internet:

 

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.  

 

Some Suggestions:

- 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.   

 

Suggestions:

 

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.   

Status: In progress
Hi techguy001, thanks for your idea. We have recently unveiled a multi-year plan to “radically improve the customer experience”. See this news release (http://about.rogers.com/About/Media_Relations/News/14-05-23/Rogers_3_0_Accelerating_growth_and_overh... for more details. We want to significantly improve the customer experience and are re-organizing our business around our customers. Changes like this will take time; however, we’re confident that you’ll start seeing positive changes.
0 Kudos
Unlucky

Please allow customers to adjust the number of rings prior to voicemail picking up.

Status: Acknowledged
by on ‎06-25-2014 07:43 AM - last edited on ‎06-25-2014 03:13 PM by Community Manager

Hello,

 

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).

 

Thank you,

 

 

**edited labels** ~RogersMargaret

Status: Acknowledged
0 Kudos
Hmrettler

Wireless Emergency Mobile Alerts

Status: Acknowledged
by on ‎06-18-2014 03:18 PM - last edited on ‎06-20-2014 09:18 AM by Community Manager

Why don't Canadian's receive automatic emergency alerts to their smartphones?  This is a method that is currently in use in the US and has alerted millions of people about extreme weather warnings, evacuation procedures, AMBER alerts, etc.  This seems like an important and easy way to reach a large chunk of our population to alert us about important health and safety events.  What about receiving a message if there is a boil water advisory in my area, for example?  Or a measles outbreak? 

 

Here is an excerpt from an article explaining the emergency alerts in the US:

 

Currently in the US if you are a smartphone user, you are likely receiving Wireless Emergency Alerts, or WEA.  This is a public safety system that allows cell phone users who own certain wireless phone models and other enabled mobile devices to receive geographically-targeted, text-like messages alerting them of imminent threats to safety in their area.  The alerts include government emergencies, weather emergencies and Amber Alerts.

 

The messages are turned on by default and are implemented for most users that have newer smartphones or iPhones (iOS 6). In June, AT&T added WEA messages for iPhone users (Click to view a list of AT&T WEA compatible devices).

Users are not charged for data used to deliver the messages and the alerts do not count against your messaging plan.

According to the FCC, there are three classes of text-based alerts: Presidential alerts, Imminent Threat (severe weather), and AMBER Alerts. Users can disable all the classes of alerts except for the Presidential alerts.

 

If you want to active or deactivate the messages on your iPhone, you can access the menu by going to Settings > Notifications > and scrolling to Government Alerts at the bottom. However, you cannot change the notification sound.

The WEA technology ensures that emergency alerts will not get stuck in highly congested areas, which can happen with standard mobile voice and texting services.

 

 

 **edited labels** ~RogersMargaret

Status: Acknowledged
0 Kudos

All the major banks in Canada are offering services in Chinese (Mandarin/Cantonese). If Rogers can offer this service as well, I believe you can win more customers.

Status: Already exists
Hi Huiz, thanks for your idea. I'm pleased to confirm what jkroesen wrote below! We already offer services in Mandarin and Cantonese.
0 Kudos
markowen_369

Rogers equipment buy back

Status: Acknowledged
by on ‎06-01-2014 12:33 AM

Good idea Rogers should offer a protection guarantee on modems and digital boxes, like cell phone. Secondly when a modem is discontinue offer to buy it back eg modem msrp 100 buy back 50. The new modem is 150 total 100. I find the modem and pvr’s are evolving to quickly however the rental fees are outrageous. A buy back or guarantee program would suffice. 

Status: Acknowledged
0 Kudos

 

 

Should Rogers launch an ebay / kijiji site and allow members to receive rewards points? Sell advertisement space on the site to pay for the operating costs. Points can be redeemed on the Rogers On Demand Online site for free rentals etc. Take a bit out of Amazon prime / Google Tv / Netflix etc

 

Anyone? 

Status: Acknowledged
0 Kudos
allieb267

Make On Demand Better

Status: Acknowledged
by on ‎05-12-2014 07:02 PM - last edited on ‎05-13-2014 08:45 AM by Community Manager

1) Post the date the episode aired 

 

2) Post a synopsis ON ALL EPISODES ON ALL STATIONS

 

3) Do you suppose it would be possible to have things go in the episode order (see CBC on demand because they seemed to have cracked some code the rest of the channels cannot)

 

I can't tell you how much time I waste trying to figure out what the last episode I watched was. I think you need some SERIOUS usability testing on your products because as it exists this is just terrible. 

 

**edited labels** ~RogersMargaret

Status: Acknowledged
DaveM

"General Wireless" category in the forum

Status: Maybe later
by Rogers Employee DaveM on ‎05-07-2014 09:25 AM

In the Wireless forum, the posts are currently sorted by type of phone.

 

Some topics are device agnostics and would fit better in a "general support" category.

 

My suggestion is therefore to create a new category in the Wireless forum called "General Questions" or "General Support".

Status: Maybe later
Hey DaveM, I've reviewed this idea and am going to hold off on creating another category for now. We need to see a bit more traffic on the topics you've suggested in order to justify the existence of a new category. Obviously, if we open up a new category and there's not a lot of action going on, it's not a very positive experience. However, we'll monitor the General Care and Support category over the next little while and see if there's enough traffic to justify a new category as you suggested.
0 Kudos
Pure_Mature

Note 4 with Galaxy Gear

Status: Acknowledged
by on ‎05-07-2014 05:14 AM


Samsung Note4 or Note IV is set to launch in the fall of 2014 

 

It would be nice to see the device with a Smart Watch at no cost as I'm sure the unit will be a costly device. I will guess its rated around $349 on a 2 year tab. However within 6 months it will drop to $299 and within a year $224, those of us paying top buck a throw in would be nice like a Watch worth $49 for free. A good one not the Neo but the Gear 2. I would even settle for a premium Samsung case. This would have to be a BestBuy exclusive etc limited launch day one promo. That or the unit be rated at $249 out the door allow the customer to make a Smartwatch purchase on their own.

 

 

Boohya

 

http://thegalaxynote4.com/

Status: Acknowledged
0 Kudos
AndrewG83

RogersAnyplace TV

Status: Acknowledged
by on ‎04-26-2014 01:43 PM - last edited on ‎04-28-2014 11:25 AM by Community Manager

Customers that are unable to subscribe to Rogers Digital cable should be able to subscribe to more features on RogersAnyplace TV.

 

**edited labels** ~RogersMargaret

Status: Acknowledged
0 Kudos
Iddy70

More Mainstream Shows on Anime on Demand

Status: Acknowledged
by on ‎04-24-2014 08:30 PM - last edited on ‎04-25-2014 09:02 AM by Community Manager

Hello, Rogers, i would like to subscribe to Anime Network on Demand since there is no Anime show being played anywhere else in Canada. I wanted to subscribe but noticed that most of the variety isn't really mainstream or popular anime. In my opinion adding more mainstream animes such as Dragonball Z, Naruto, One Piece, Attack On Titan, etc would really help the network. Or even better would be to simulcast current running shows from Japanese studios. This is just a dream but i hope that you guys see this and consider it since there is NO Anime available on any Canadian network and if you guys were to do this it would surely put you guys in a competetive advantange.

 

**edited labels** ~RogersMargaret

Status: Acknowledged
0 Kudos

I understand that this is a Firmware issue that Rogers needs to fix.  When I switched to the Nextbox 3.0 from the Nextbox 2.0 I assumed (wrongly so), that as soon as my Rogers Home Phone rang I could pause my PVR.  Unfortunately I need to wait until the call display on the TV screen is gone.  This is really annoying and shound be fixed.  I assumed that Rogers would handle this once they got the bugs worked out but still no dice.  It is time to fix this Firmware issue. I am unable to enjoy all of the full benefits of the PVR along with the Home Phone.  I figure that this must bother other customers as well?? 

 

**edited labels** ~RogersMargaret

Status: Acknowledged
0 Kudos
Raji

2 Step authentication- Please implement this.

Status: Acknowledged
by on ‎04-18-2014 09:12 PM - last edited on ‎04-22-2014 08:49 AM by Community Manager

Hi

I've been a loyal customer with Rogers for 6 years. I have an suggestion: to implement 2 step authentication to all your online services particularly Rogers one number. why do Rogers one number and Rogers my account portal must have same passwords?. This is a huge security risk. All my online services like Dropbox, gmail, etc have 2 step authentication enabled and i used my mobile number for verification. If someone hacks into my rogers account all my other online accounts will be

compromised. goople authenticator or sms based authentication will be good to implement.

 

I guess no other Service provider in the World have this service. Why not this be another First from Rogers? Please implement this simple solution.

 

Thanks

 

@mjagadeesh

 

 

**edited labels** ~RogersMargaret

Status: Acknowledged
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