I have been a loyal Rogers Customer for almost 25 years, from the home phone line in my first apartment (2000), to first cell phone (2001), cable and internet (2002), and my husband's cell plan (added in 2020). In that time I have seen Rogers customer service decline to new lows, and the ability to get assistance for anything other than adding new features or services become virtually impossible.
There was a time when you could reach out to customer service at any hour, via phone or chat, and be connected with someone "live" that could actually advise you on how they could improve your experience with the company (what a novel concept!). Now, you wait on hold or in the live chat queue for hours on end only to have your call drop, or be told "that's not my department - let me transfer you" and have the line disconnect, or worse, "that department isn't open right now, call them during business hours" without telling you what the actual (correct) hours are!
I have been trying to cancel our current cable/internet/home phone plan (Rogers Infinite 300 Unlimited with outdated equipment that literally stops working whenever in RAINS) and switch to Rogers Xfinity Internet only for over two weeks. Before making these changes, I have called twice to find out what rates I currently qualify for, only to be told by two different agents that they were "not authorized" to tell me that information, because I'm not ADDING to my account and wish to cancel certain services. And, naturally, they can't transfer me to someone who CAN divulge this top-secret information because (of course) "that department is currently closed".
If my current account is in good standing (i.e. fully paid via pre-authorized payment), it is absolutely ludicrous that I cannot login to MyRogers and make changes to my account that benefit MY FAMILY. If that means cancelling our home phone service that only receives calls from politicians and scammers, or the cable service and cable box rentals for 3 TVs that are only ever used to stream content, or even to UPGRADE our absolutely miserable internet service (that we have been told is obsolete, and no longer supported) then I should be able to do so without it taking 2 weeks, and multiple frustrating phone calls. The irony is that I had been waiting for Rogers to catch up to Bell's Fibe internet service, and didn't cancel more than 3 years ago during the pandemic when having four people online for 6-8 hours a day working/logging in to virtual school showed us just how BAD our internet was.
Until today, I had every intention of switching to Rogers Xfinity Internet. But Rogers can't even give me a PRICE for the service without me having to call back during what is frankly, a ridiculously narrow time frame. I am on the road on my way to work before the call centre opens, and don't get home until after 6pm most workdays - at which point my focus is on feeding my family, helping my kids with homework, and then spending 2-3 hours on work myself. I don't have the luxury of spending hours on hold between 9am and 7pm on weekdays (Eastern Time - I guess I should be grateful I don't live on the west coast?).
The ony thing I will now be doing is cancelling ALL OF OUR HOME SERVICES (and soon as our cell phone contracts are up they'll be cancelled too), and signing up for Bell's Fibe 300 service for $90/mth (with no additional fees for installation OR to rent the modem). That's $240/mth in savings for my family.
If Rogers wants to keep my family as a customer (and my $90/mth), they'd best be rolling out the red carpet during my phone call tomorrow (which will have to happen in the car, on my way to work - because Rogers apparently prioritises saving money by reducing customer service hours over road safety) - But we all know that won't happen.
