Migrated from legacy ignite internet & digital TV to new Xfinity but myRogers still shows old services

[Icollectglass]

Hello! First time posting here so hoping I've got the right forum!

I finally made the move to Xfinity on Friday! My account previously had the legacy ignite 300, a digital tv box and standard landline home phone. It took a few customer service reps to finally get to someone who could address a migration rather than a new service call.

I opted to cancel home phone and took the Xfinity Popular TV + 500 internet package which was installed yesterday. Great experience with the technician - he changed my outdoor box and took his time setting us up on the Xfinity app. 

My only concern is that my legacy landline is still active, and I can still see the old ignite300 and digital tv box service on my account.  My account shows both ignite 300 and Xfinity Internet and two TV packages.

I've called today and spoken to a few reps and each one tells me that it may be tied into my billing cycle?

Not sure if this is correct as the last time I upgraded years ago, the internet package was changed instantly.

Since the changes were initiated on Friday and the service was migrated on Sunday, I expected myRogers account to be up-to-date by EOD today?

Thanks.

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@Icollectglass  Are you located in Eastern Canada or in the West in former Shaw territory?

I don't know what Rogers is doing now but it used to be that the new Ignite/Xfinity-branded services would be created under a new account number, that is separate from the one with your legacy services.

I don't know what to say about your landline service.  It should have been shut down immediately.  Rogers does not normally allow any legacy services to be active once you have migrated to any Ignite/Xfinity-branded services.

You will need to return ALL of the legacy equipment that you rented from Rogers.  Voice modem, cable modem, set-top boxes, remote controls, power cords... Everything.  If you do not return the old equipment immediately, Rogers will charge you a non-return fee.

When the old equipment returns have been processed by Rogers, they should get removed from your account. With your Xfinity services activated, you should no longer get charged for the legacy services but the services may stick around on your bill until all potential charges are settled and Rogers can generate a final bill.

[Icollectglass]

I am in Vaughan. I had a hard time talking to someone when initially migrating over from ignite to Xfinity. It took 3 reps, and I was hoping things would go smoothly. I have been a Rogers customer for 25 years and never had these migration issues.

Modem was owned outright, not rented. Back in the day, you could pay $250 for the old DOCSIS modem and not pay monthly. Same for the digital boxes. I own them. The only thing I still have is the phone modem.

I made it clear to the rep that I didn’t want to lose access to our Roger’s emails.

All the new services show up under my old account number in MyRogers. So I’m basically seeing two internet options and two tv options, plus the active landline.

I called 3 times today and each rep said to give it until the end of my billing cycle (February 13). I thought that was kind of odd. Especially since the phone number is still active. That should have been disconnected.

Is there a number I can call to discuss my migration?

Seems like each call I make gets a rep who has no idea how to handle legacy ignite accounts. I also gave the incident number which apparently is unrecognized each time I call in. I desperately don’t want to lose our email access either.

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@Icollectglass wrote:
Is there a number I can call to discuss my migration?

Seems like each call I make gets a rep who has no idea how to handle legacy ignite accounts. I also gave the incident number which apparently is unrecognized each time I call in. I desperately don’t want to lose our email access either.

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In the early days of Ignite TV, Rogers provided a dedicated "Concierge" service to help resolve any unexpected issues with the new service, or when transitioning from legacy services.  Now, transitioning to Ignite/Xfinity should be routine.

If you have any concerns, I would send a private message to @CommunityHelps and ask them to have a look at your account.  They will ask you to provide personal information, via a secure form, so they can verify you as the account owner.  Once that is done, they should be able to get your account into a good state... and they can answer any questions that you may have about getting your legacy services closed out.