After long hold times, you will be hung up on

[sponge11]

FYI if you are on your initial hold for a little longer than 2 hours, your call will automatically disconnect.

Happened to me twice. Was on hold for a little over 2 hours and each time, the call went through (hold musics stopped), then the call disconnected. 2nd time the call disconnected I called back and the call centre was closed (8:37 PST).

I need to change my SIM card due to a lost previous SIM. Staff at the store could not help me due account detail discrepancy and told me to call in.

Over 5 hours trying to change a SIM card. Telus has a call back feature when you are in line. Why doesn't Rogers have this.

Letting people know for busy queues, if you have not been connected initially, you will be hung up on after a certain amount of time.

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[mycowmary]

currently on hold for 75 mins @ 2:20 pm on Dec 6th - just want to cancel my service as we are moving to a non-Rogers' coverage area.

this is brutal

[RogersYasmine]

Greetings @sponge11 ,

Thanks for detailing your recent experience when trying to get ahold of Customer Care over the phones. Long wait times are never fun. 😞 It is our busiest season right now and I know that queues tend to build up pretty quickly. Rest assured, we are doing our best to get to every customer as quickly as we can!

It is certainly never our intention to have a customer's call get disconnected when they are attempting to contact us. I'm sorry to hear that this happened to you twice, that is definitely not good. Have you tried any of our other avenues of support? You can find a list of contact options here. 

Kind regards,

RogersYasmine

[RogersYasmine]

Hello @mycowmary ,

That is a long time to be waiting on hold! As mentioned in my previous post (above), wait times can be longer than usual around this time of year and we really appreciate your patience! By any chance, were you able to get through to someone to have your request actioned? I find that calling in first thing in the morning, works best!

For cancellation of your services, you would need to speak to our Loyalty team to have this done. If getting through on the phones isn't working for you, I would recommend trying our Live Chat service found here. Once there, please select the product you are inquiring about and click the link under "Chat with us" to begin. 

Thank you,

RogersYasmine

[Jordan1920]

Can your specialist cancel a service or is that phone only? Trying to remove an excess tv box. If I have to start withholding bill payments to get someone on the phone, I will gladly! 🙂 because currently your company not answer to remove a service I don't want is theft as they continue to charge me for it!

[RogersZia]

Good evening @Jordan1920,

Welcome to the Community!

You've come to the right place. We are definitely able to remove the TV box from your account. For cancellation of a service you would have to call into phone support. Please send us a private message @CommunityHelps so we can assist you further.

Just as an FYI, holding payments can result in a late payment charge. Just want to make sure you don't unintentionally incur extra charges :).

RogersZia