Can’t Access MyRogers Account Details

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xinless
I've Been Here Awhile
Posts: 2

Can’t Access MyRogers Account Details

Message "Sorry, we’re not able to display your info. We’re working to fix the issue." displayed

Over a months already this message was displayed every time I logged in to My rogers account.  I could not view/print my bills nor viewed my payment history.  The amount of payment was displayed on the screen, but it did not complete the payment process neither.  I called Rogers support a few times already and each time I spent at least over an hour over the phone but they could not fix the issue.  I was given a reference I case number for reference and was informed that they have to escalate the problem up to resolve it and should be done in 7 business days.  Unfortunately as of today Sept 15, the issue still has not been resolved.  My nest bill payment is coming up.  I think I should have the right not to pay until I can see the details of the bill.  But the said as long as my payment amount is the same I should pay.  I think it is my right to see the bill before I pay.  Any suggestion what should I take next step?  Thanks.  

Note:  it looked like I use someone's account to post this issue.  My apology.  I didn't know how to register into this group or to post this issue as a guest.  My name is Keith.

 

***Edited Labels***

RogersJermaine
Moderator
Moderator
Posts: 8

Re: Can’t Access MyRogers Account Details

Hi @xinless

 

Thank you very much for your post and welcome to the Community!

 

Not being able to access your account to see your billing for any reason can be very frustrating and I understand the need to see the details before making a payment.

 

Are you getting this error message when you sign into the MyRogers app or is this happening when you are signing in on the web browser? 

 

If you are still experiencing the issue since you last posted please feel to send us a private message to @CommunityHelps so we can look into this further for you.

 

If you aren't familiar with our private messaging system please click here

 

 

RogersJermaine

alextheangel
I Plan to Stick Around
Posts: 15

Re: Can’t Access MyRogers Account Details

Mine as well. 

but i can check things on myRogers app on the phone, only the website. I did try to apply my EPP(referred Program) passcode earlier, so not sure that is related or not. 

6840
I've Been Around
Posts: 1

Re: Can’t Access MyRogers Account Details

Same for me - Sorry, we’re not able to display your info. We’re working to fix the issue

It started Aug 2 2021 and have called each week for the last 7 weeks - all I want is to look over my invoice before Rogers bills my cc automatically.  At one point a Tier 2 tech erroneously said my issue was "fixed 5 days ago" as I stared at the same  Sorry....  screen.

I have been with Rogers since when it was Cantel  (44 years) and I have NO FAITH that anyone knows what is going on much rather know how to fix this.

 

Fasteddie

alextheangel
I Plan to Stick Around
Posts: 15

Re: Can’t Access MyRogers Account Details

Have you try the myrogers app?

Also, for the bill and invoice, you might need to call to switch to paper bill until this is fixed. I had done that 2 years ago when my phone number got ""Sim swap" scared, and my account need to put under special fraud protection mode hence not be able to view Bill online, so I called to switch to paper invoice for a year.

xinless
I've Been Here Awhile
Posts: 2

Re: Can’t Access MyRogers Account Details

This problem is still not fixed.  I got the error message when signing in on the web browser.  I did not download and use the MyRogers app.   Yesterday I decided to walk into the rogers store and talked to one of the stuff there.  She was so helpful to try to resolve the issue.  She did everything she  could think of but after over an hour the issue was still not resolved.  With her help we used the chat option to talk to the support stuff but at the end they still failed.  I was given another I no for the case and again they said  the problem will be resolved in 7 business days.  This is the third time I got the I number and here I am still have this problem.   

 

Hi Rogers_Jermaline,  thank you for your reply.  I didn't know how to register myself to this community form so I could not send you a private message.  This xinless account was not set up by me.  So if you can help me do the registration then I can send a private message to you.  

RogersMoin
Moderator
Moderator
Posts: 2,000

Re: Can’t Access MyRogers Account Details

Hello, Community.

 

Thank you for sharing your account access difficulties; not being able to access account details can be inconvenient. 

 

We can further look into it and expedite the resolution for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog. 

 

Cheers,

RogersMoin

 

PS: @xinless - since you can’t access your account, you may not be able to register for Community. Meanwhile, you can use this existing ID (xinless) to PM us.