Modem Delivery Issues

[nathan13]

Around April 4th, 2023, I called Rogers to request an upgrade from the XB6 to the XB7 (because I needed more ethernet ports). I received an email on April 6th saying I should expect equipment to be delivered within 2-3 days. I never received a "shipping" email that I was told to expect. I just dismissed it thinking maybe there were stock issues etc. Now, on May 2nd around 11pm, my current modem suddenly stops working. Lights are flashing green for a while, then they flash amber for a while. I tried restarting and removing the coax cable around 5 times before I went to sleep hoping that it'll be fixed the next day. The same issue persisted, so I called in. The agent told me the modem was DEACTIVATED because a new one was shipped. He apologized saying they never deactivate old modems till the new one is activated. So now I'm stuck using my mobile data for work from home. I usually use nearly 50gb a day, now I'm stuck with 20gb a month for who knows how long. I call again today and they still don't have a tracking number and they're saying it could be till Monday. Is this a joke? I can't even pick one up in store and they can't send a tech out since a ticket is already open. Now I'm spending 50 dollars on extra data. How is this allowed? How can they not just reactivate the modem? How am I on hold with support while they're on hold with their support? Am I supposed to get 2 internet providers installed just incase one decides to go out? Can I please get a concrete answer on when I can expect my internet back? I bought the best package available at my address for reliability. This is really disappointing.

***Edited Labels***

[RogersJermaine · Accepted solution]

Hello @nathan13,

I do apologize to hear that you have been without service for such a long period of time. Since you posted have you received your new modem yet or was the old modem reconnected? If not, please feel free to send us a private message to @CommunityHelps so that we can look into this matter further for you. For more information on how our Private Messaging system works, please check out our blog.

Regards
RogersJermaine