Cannot Cancel Ignite TV Subscription

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I've Been Here Awhile
Posts: 2

Cannot Cancel Ignite TV Subscription

We called Rogers yesterday Jan 4, 2021 to cancel our ignite tv subscription and spent a total 6hours waster time for being passed on to a number of live agents who were not able to do our request-This is the worst after sales customer service I have experienced- quick in collecting bills but extremely slow in catering to customer service. Today Jan. 5, 2021, we called again since 7am to submit the request and it's the same story as yesterday being passed on to several live agents and in the end they will hang up your call. This is totally disappointing and it's the WORST CUSTOMER SERVICE I have experienced.

 

 

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I Plan to Stick Around
Posts: 147

Re: Cannot Cancel Ignite TV Subscription


@Tiburcio wrote:

We called Rogers yesterday Jan 4, 2021 to cancel our ignite tv subscription and spent a total 6hours waster time for being passed on to a number of live agents who were not able to do our request-This is the worst after sales customer service I have experienced- quick in collecting bills but extremely slow in catering to customer service. Today Jan. 5, 2021, we called again since 7am to submit the request and it's the same story as yesterday being passed on to several live agents and in the end they will hang up your call. This is totally disappointing and it's the WORST CUSTOMER SERVICE I have experienced.

 

 

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I would think that if you just stop paying your bill, they will cancel it soon enough?

 

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I'm a Senior Advisor
Posts: 3,700

Re: Cannot Cancel Ignite TV Subscription


@ColdGranite wrote:


I would think that if you just stop paying your bill, they will cancel it soon enough?

 

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Perhaps the customer has a bundle and only wants to cancel the Ignite TV portion. They may have to change the payment method and pay a reduced amount. That could lead to late charges, collection agencies, bad credit, etc. And then there's the issue of returning equipment.

 

Here's a novel idea. If you can't get through on the phone, find the mailing address of your nearest Rogers office and send them a registered letter cancelling forthwith.


Rogers PayGo. Location: S-W Ontario
Resident Expert
Resident Expert
Posts: 1,643

Re: Cannot Cancel Ignite TV Subscription


@ColdGranite wrote:
I would think that if you just stop paying your bill, they will cancel it soon enough?

Uh, NO, they won't, and not paying bills will surely lead to even more problems.

 

@Tiburcio wrote:

We called Rogers yesterday Jan 4, 2021 to cancel our ignite tv subscription and spent a total 6hours waster time for being passed on to a number of live agents who were not able to do our request-This is the worst after sales customer service I have experienced- quick in collecting bills but extremely slow in catering to customer service. Today Jan. 5, 2021, we called again since 7am to submit the request and it's the same story as yesterday being passed on to several live agents and in the end they will hang up your call. This is totally disappointing and it's the WORST CUSTOMER SERVICE I have experienced.


Please forgive the question but why are you trying to cancel your services with Rogers?  If it's due to ongoing technical issues, please share the problems that you are experiencing; the Community may be able to help.  Ignite TV should work flawlessly.

 

If technical issues are ongoing and have not been resolved, you may be entitled to compensation from Rogers until the problem(s) get fixed.

 

I don't know why you cannot get any live agent to process your cancellation.  Perhaps Rogers' Management teams are putting extreme pressure on their agents to retain customers and nobody wants to be "the one" who carries out the ultimate task that you are asking for... but passing a customer around for 6 hours and refusing to process a cancellation is inexcusable, and may even expose Rogers to legal action.  If you are serious about cancelling your services, call into Rogers, ask for the name and employee number of the person that you are speaking with, tell them that you wish to cancel your services immediately, and make it clear to them that you will take legal action if they refuse to do so immediately.

 

HOWEVER, if you would prefer to keep your Rogers services, there is an entire community of users here who would be happy to help you out.  You can also try sending a Private Message to @CommunityHelps  for further assistance.  They may be able to help to get any ongoing problems resolved and escalate support tickets... or help you to cancel your services if that is what you really want to do at this point.



I've Been Here Awhile
Posts: 2

Re: Cannot Cancel Ignite TV Subscription

Thanks for the reply - the reason is we don't want to use the Ignite TV anymore since nobody is watching anyway, but would still keep the others like internet and mobile phones.
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Posts: 1,643

Re: Cannot Cancel Ignite TV Subscription


@Tiburcio wrote:
Thanks for the reply - the reason is we don't want to use the Ignite TV anymore since nobody is watching anyway, but would still keep the others like internet and mobile phones.

If that's the case, then send a private message to @CommunityHelps .  They may even be able give you a good offer for Ignite SmartStream since you already have the required set-top boxes, or downgrade your TV service to Ignite Starter if you would still prefer to keep a TV service with just the basic channels.