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Home Monitoring?? Ghost department

Apram
I've been here awhile

Me and my husband have been trying to talk to a billing person to resolve a billing issue from the Home Monitoring dept, but other than being placed on long holds with no resolution. We are so frustrated. This has been going on for almost 2++ weeks. Virtual or live chat Anna was unhelpful and put us to wait again for a so called specialist who never came on. We even tried through the sales line but they put us through the billing for Home Monitoring again. Seems like this is an unmanned ghost department and we will never receive a contact with them for a resolution. - Desperate and frustrated customers

 

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Re: Home Monitoring?? Ghost department

KobiC
I plan to stick around

I never said I have smart home monitoring's Loyalty phone number. My suggestion would be to use the contact number from the official website I posed below & request to speak with loyalty.

ROGERS WEBSITE CONTACT US

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Re: Home Monitoring?? Ghost department

KobiC
I plan to stick around

Hi Apram,

 

I have always been connected to a smart home monitoring agent. Especially, over a 2 week window (Which is how I look to contact all my companies due to hold times). It is unclear from your post if you are frustrated with hold times or when u actually connect with a representative your issue is not being resolved.

 

May I please ask what the billing issue is?

Re: Home Monitoring?? Ghost department

Apram
I've been here awhile
Hi KobiC
Its been 2 weeks and i have not been as successful as you have been. We were provided a discount for Control Monitoring which just expired and would like this to be extended. When i looked at my previous bills I realized that the bill has gone up by a couple of dollars which means that the discount we were getting was reduced and we were not told about this . All we knew was the discount period is expiring
We just want the discount to be extended
🙏

Re: Home Monitoring?? Ghost department

KobiC
I plan to stick around

Ahh, this is exactly where I stand with my home internet, so I know exactly how you feel. Furthermore, thank you for expanding on your specific scenario!

 

Believe it or not I just finished a conversation with a representative about my home internet (my discount expired on December 6, 2022). The agent told me "because I did not call to renew, Rogers applied a discount to help me save automatically. This was news to me, because in the past I paid full price for 2-3 months because I did not call to renew it earlier (this was always totally on me).

 

The representative offed me a similar package on the new ignite internet service which  I accepted.

 

It seems like Rogers (Im sure ALL other providers adopted this practice) now offers automatic discounts as a courtesy now to help customers who's discount expired still save!

 

My suggestion would be to try to connect with a smart home monitoring loyalty agent (I know you have been trying 💓). To renew the same or similar promotion (I say similar because 12 months later there is no guarantee the same promotion is avail). In addition, I personally call earlier in the morning (7am) or later in the evening. Alternatively I use the live chat... which at first I thought was drawn out. However, now I actually really enjoy as as every experience I had with it has been positive.

Re: Home Monitoring?? Ghost department

Apram
I've been here awhile
Hi KobiC
issues like internet, TV and ph are options that i have seen are being resolved. I am so surprised that in all this interaction no one from Rogers has even bothered to reach out to me . Can you please share the special number that you used to reach the Loyalty dept. Let me see if it works
But the best and fastest response will be if someone from the Loyalty dept reaches out. But i kno from reading all the posts that will not happen. Essentially no win situation

Re: Home Monitoring?? Ghost department

KobiC
I plan to stick around

I never said I have smart home monitoring's Loyalty phone number. My suggestion would be to use the contact number from the official website I posed below & request to speak with loyalty.

ROGERS WEBSITE CONTACT US

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