Home internet installation delay

[m_asif]

Hi All,

I placed an order for Rogers ignite 1.5 GB internet in anticipation of a move over two weeks ago. I was previously with Bell. My installation time had been scheduled for Saturday, May 25 between 4 to 6 PM. Between my initial call to place the order and the date of service, I had called twice to confirm that we were good for that time as I had planned my move around this. On the day of service I had called in the morning to again confirm that a technician would be arriving between 4 to 6 PM and also received an email around 2:30 PM that to confirm that there would be someone coming during that time. I drove over an hour to be at my apartment during the specified time and ended up waiting until 630 p.m. that evening with no one showing up so I decided to call Rogers again. At this point, I was told that my order was actually stuck in a “provisioning status” or something of that sort and yet another customer service specialist called it a “glitch” and stated that until this is resolved, a technician cannot come install the Internet. On the day of service, no one had called or emailed me to let me know that there was no technician actually coming between the time that they had specified previously even after several confirmation calls from my end, as well as a confirmation email that they had sent to me the day of. During a phone call to address this after the fact, one of the customer service specialists did tell me that a ticket was created on the 24th to address this issue.

This is extremely disappointing as I work from home and I had my whole move and work planned around this. Every time I have tried calling them to try to understand the issue, and to explain my situation, I’ve been told that I simply have to wait. Meanwhile, I see Rogers technicians come in to the building that I have moved to every day to install Internet in other units. I am currently working from home and have no way to do my work unless I go to a café. This has to be the worst experience I’ve had with a telecommunication company so far. Despite explaining my personal situation, and their oversight, absolutely nothing was done to accommodate me.

Has anyone else experienced anything similar to this? What do I even do at this point?

***Added Labels***

[-G-]

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@m_asif wrote:

I was told that my order was actually stuck in a “provisioning status” or something of that sort and yet another customer service specialist called it a “glitch” and stated that until this is resolved, a technician cannot come install the Internet. On the day of service, no one had called or emailed me to let me know that there was no technician actually coming between the time that they had specified previously even after several confirmation calls from my end, as well as a confirmation email that they had sent to me the day of. During a phone call to address this after the fact, one of the customer service specialists did tell me that a ticket was created on the 24th to address this issue.

Has anyone else experienced anything similar to this? What do I even do at this point?

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You are not the only one.  Here are just some threads of users reporting similar issues:

https://communityforums.rogers.com/t5/Internet/Provisioning-issue-and-no-internet-for-200-hours-and-...

https://communityforums.rogers.com/t5/Internet/Provisioning-Issue/m-p/523098

https://communityforums.rogers.com/t5/Internet/Provisioning-issue/m-p/527289

https://communityforums.rogers.com/t5/Internet/No-Internet-connectivity-since-Day-1/m-p/527848

This has been an ongoing problem for quite a while.  Wish I could tell you more but Rogers has not provided any explanations.