@LorenzoP wrote:
I was 1.5 years into a 2 year term with Rogers Ignite. I had the wifi & the Ignite 20 Flex plus sports package.
While paying my bill online at MY Rogers....I stumbled across a "Special Offer". The new offer sounded good....but I wanted to make sure I covered all the bases and put a call out to Rogers Customer Service.
On the phone they assured me that this was a promotion tailored to my personal profile....meaning that I would maintain all the channels I presently have and receive even more channels at the promotional price...along with a higher wifi speed. They also told me that the new plan contains 65 flex channels and that it would cover all the channels I currently had and then some.
Yeah, no. The promotions that you see on MyRogers usually offer you new discounts in return for upgrading your TV service to a more expensive package and/or upgrading your Internet service to a higher speed tier.
Back in November, Rogers switched to new fixed-channel Ignite TV packages. The agent should have made it VERY clear that the new packages do not offer any swappable Flex Channels. However, this should also have been apparent when checking/verifying which channels are available in each package on the online channel listings.
Based on this I took up the offer on hand even though I had a few months before my term expired. As soon as the package switched to the new offer....I lost 3 channels that I covet....only to learn now that I need to pay for each one separately above and beyond the new promotional price. I was and am furious.
I called Customer Service the very next day....and as usual...they gave me the run around. They switched my from Ignite dept to Customer Service dept to who knows what department. They put me on hold numerous times only to be told that there is nothing they could do....accept have me pay for the channels I was already getting with the previous package.
Why would I lose channels I already have if I am supposed to be getting double the amount of channels? Why was I misinformed by customer service? Why did they get rid of the flex channels and why mislead me about the flex channels? Why cant I go back to the old plan? Why do they keep changing package structures to the point even their customer service reps have no clue what is going on?
The channels in question are 1. MSNBC 2. Fox News 3. Smithsonian Channel
Furious in Ajax.
I would send a private message to the @CommunityHelps team to see what can be done. You can also use the following link to report a concern to the management team: https://www.rogers.com/contact/resolve-a-concern
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