On Tuesday night a major fire occurred in our Vancouver neighbourhood, knocking out our home phone, home tv and home internet/wifi. We are serviced by Shaw Rogers. As of this morning the service is still out and not known when it will return. As a result, we have been using our Rogers data at home, and have received warnings that we are reaching our data limits.
I contacted Rogers to ask for a courtesy top up of data to carry us through until our home service is fixed. The chat agent offered us 3 gb or 5gb top up, shared with 4 phones which would go very quick with no wifi. I asked, seeing as Shaw and Rogers are now one, and the Shaw side of service is not working, could you make an emergency exception and add a larger amount of additional data to get us through until Shaw/Rogers can make repairs and return our home service, but was consistently told no. I was on chat for a long time asking if there were any protocols for making an exception under any circumstance but was continually told no. I asked if he would speak to a supervisor to seek an exception and was told no. He always referred back to my plan and said he could only offer the 3 or 5gb top up and that there was nothing else that could be done, even under the circumstances.
I could understand basically being told to pound sand if I was with say, Telus, but Rogers and Shaw are now the same company. My bills and apps all say Rogers/Shaw. And to top it all off, at the end he offered me a new line with 65gb at nearly half what I’m presently paying per line. But I don’t need a 5th line, I just need some data top up to get us through until Rogers/Shaw fixes their outage. I cannot believe the inflexibility and intransigence built in to the Rogers/Shaw system. I couldn’t get the agent to speak to someone in a more senior position no matter how many times I asked, if nothing more than to feel like I’d had a chance to appeal the situation. But it was consistently, your plan says this and that’s all we can do. No exceptions. Very disappointed by the service I received.
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