Resolved. Thanks to Simram the tech support agent (most likely also a robot, but not Anna), I know now that Likewize will send you on a wild goose chase into myrogers to run a diagnostics tool that doesn't exsist.
I've been with Rogers since 2004, this will be my 5th iPhone. each time, ive simply returned the phone and used it to purchase a new phone. Last time, the product was called "Infinite", which is now "return and save". No longer is Rogers recycling or reusing the phone, but they resell it to their friends, Likewize. It is put under a microscope, and if not found in MINT condition, it will be rejected and you cannot return it. Keep a phone for 24 months, but probably in a lockbox Luckily, physical damage is covered under an insurance program operated by a company called.....Likewize! yeah, the phone reseller.
So way back to a year ago, they together built an online portal for service. One of the steps is to log on to MyRogers, choose Support, and use "Device Toolbox" to run a rogers proprietary "diagnostics". So this tool no longer exists. Nobody on tech support has even heard of it. But that doesnt mean its not still built into the likewize process. I'm actually wildly uncomfortable that a company that misspells likewise has my account info.
Worst of all, this communications giant has an absolutely no real online tools. Except to buy more stuff. The end of a several-hour boat ride is to show up at the store with the car salesmen, or phone them. miserable app, terrible website, clueless employees guessing at solutions to very basic processes that they built, but upselling you like hot apple pies for 1.99. Like, is there even a plan thats less than 80GB now? ughh. im rambling.
