cancel
Showing results for 
Search instead for 
Did you mean: 

Modem Delivery Issues

nathan13
I've been here awhile

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***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Modem Delivery Issues

RogersJermaine
Moderator
Moderator

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

View solution in original post

1 REPLY 1

Re: Modem Delivery Issues

RogersJermaine
Moderator
Moderator

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

Topic Stats
  • 1 reply
  • 986 views
  • 0 Likes
  • 2 in conversation