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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  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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  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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  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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