Sorry long story; TLDR gist at bottom:
On April 17/2024, I upgraded my current Ignite home internet service to include Ignite TV & home phone. Bell is discontinuing landline service in my neighborhood May 8. My Rogers installation (modem, tv box, etc) was scheduled for April 22 & I was assured my service would be completed before my Bell home phone discontinued.
April 22, I waited at home all day. My scheduled appointment time was 4-6pm, I waited with all my phones & monitored my security cameras. NO ONE called or attempted to show up. At 6:30pm, I called Rogers customer service & was passed around between technical support and customer service. I was informed at 8pm that the technician had said I wasn't at home. This was a lie & I was furious. I was then told that I couldn't be rescheduled because the technician didn't close the ticket. So I had to wait the following day to get an appointment rescheduled.
April 23, a customer service representative called me at 5:15pm to have a senior technician call me to reschedule an appointment for installation. No one called me.
Part 2: April 25, I called customer service again. I was told that a senior technician couldn't help me & my case would be forwarded to the CIRT team. A CIRT case was created as a priority and I was told someone from CIRT would call me within 24-48 hours. No one called me.
April 28, I called customer service again to obtain an update on my CIRT case. I was informed that CIRT would be contacting me within 7 business days. I agreed to wait a few more days because what else could I do.
May 4, I called customer service again for an update on my CIRT case. I was told that my case was not submitted properly and stuck in limbo, and a new priority case was created for a call from CIRT within 24-48 hours. I was assigned a new CIRT case and again, no one has called.
May 6, I am at my limits with Rogers & this poor customer service with no resolution. I called again this morning, my case has been escalated and I have to wait another 24 hrs for a call back or email. I have no confirmation or names of anyone, and I'm certain that this issue will just keep getting tossed around. I've never experienced such terrible, incompetent service in 20 years with Rogers. I just want my Ignite TV & home phone installed!
TLDR: Installation tech lied & said I wasn't home over 2 weeks ago, and now my case has been passed around CIRT & escalation departments with no resolution to rescheduling a simple Ignite bundle installation.
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