Offered a TV package that doesn't exist.

[Jplmd]

Hi guys, what can I do about this? I contacted a myRogers chat specialist about downgrading my plan on May 11th. They offered me the following plan

I was skeptical because i was paying more for 36 channels with 63 flexed plus 1.5GBPS. So I asked

I signed up for this program. Later in the day, it wasn't reflected in my account, so I contacted them again to confirm it was switched.

So i just thought it would take some time to process. A week later I noted that on myRogers account I had access to 98 channels without any flex channels. I spent no less than 2.5 hours with a team of specialists, passing me from one person to the next.  However, one specialist said that what I had signed up with wasn't quite right (not far off) but offered to swap me to the above package. They said it must've been a technical issue so they sent me to technical support. They ended up sending me to Care Department who after an hour found out that they couldn't actually help me and they had sent me to the wrong department. I was then transferred to technical support but found out that they had transferred me to internet support. When I had finally got to the Ignite Support team they had informed me that what I was offered doesn't actually exist. They said I can have 107 channels without any flex as previous flexibility with Popular TV was discontinued "a month ago"

No apologies were made about the "bait and switch" and none of the specialists even acknowledged that even though my plan had 107 channels, i only had access to 98. Again they passed me around from specialist to specialist. The only solution they gave me was to change my plan to Flex 20, or upgrade back to the original TV package I had. I was told by one specialist that the Flex program was no longer offered, but he would try to make it right for me by updating this on my account. I asked if they could offer to add on a previous expired program to my account, why couldn't they honour the plan I had signed up with, except with the flexibility that was allegedly there a month ago (which I got no response). I also noticed that my chat queries started to disappear on the 'live chat', my text bubbles were being deleted though the responses from the specialists remained.

I did ask for a copy of the transcript after leaving the chat, but interestingly it never made it to my inbox. Any suggestions on how to proceed from here ?

***Edited Labels***

[57]

@Jplmd : My sympathies. Check out my post on the topic of Rogers channel listings, etc. Link below:

https://communityforums.rogers.com/t5/Ignite-TV/Switching-from-Premier-63-Flex-channels-to-Total-TV-...

It should not be that difficult to find out what channels are available to you.  CSRs should also not provide incorrect information, but it happens very often.   I just logged into the Bundle page, clicked on the Channels tab and could see the various bundles - Starter, Popular, Total, so I'm not sure why they say Popular is not available. (Screenshot below - may take a few minutes to be approved)

Click the following link, use an address near you and click on Check Address in the popup, followed by the Channels tab once the webpage has refreshed

https://www.rogers.com/bundles/offers

Bundles

The "Flex" packages ended in early November, however, for various reasons Rogers still seems to offer some Flex packages with say 10 or 20 Flex channels because it's such a large jump up from Starter to the next package.

As for chat transcripts. That has been an issue for years for many people. See my link below:

https://communityforums.rogers.com/t5/Account-Support/Chat-transcript/m-p/499108/highlight/true#M288...

[RogersJo]

Good Day @Jplmd 👋

Thank you for bringing this to our much needed attention. I'm saddened to hear what transpired. I can assure you this is not the type of experience we want you to be having. We are so sorry with regards to the package issues you're facing. Have you been able to find a resolution with us since you last posted?

Did you happen to check your junk email for the chat transcript? If the issue remains unresolved, we would be more than happy to take a look on our end here to see if there is anything we can do to make this right. Feel free to send us a PM @CommunityHelps using the steps found here.

Cheers,

RogersJo 
 

[Jplmd]

No, unfortunately no one's tried to make the situation right with regards to my package . They've only offered to make me pay for a higher package. There needs to be some accountability here. As for the chat transcripts, I've received them in the past without issue in the past, so it's interesting it stopped showing up. It's not in my junk mail, but to be fair, my main concern is me being signed up to a contract based on false pretenses and no one is trying to rectify it on Rogers' end.

[-G-]

@Jplmd  What struck me as strange was the choice of words that the CSR used -- "fixed flex channels".  That is an oxymoron.  As far as I know, that wording is not used in any customer-facing material that Rogers publishes.

I once received a printable channel listing that (incorrectly) listed Flex Channels for Total TV.  Perhaps this was an early version that got sent to me in error?  I wonder if your CSR saw one of these old listings (while frantically trying to find information about your proposed new bundle) and got confused, or perhaps just included the word "flex" in error?

[Shodgson1]

I've had a similar situation, except it was a Rogers representative who came to our door. He said 106 channels which could be customized. I was in TekSavvy and he said that if have all the same channels. I sign up and now we have 99 channels, no adult swim, no telethon, no ability to change out channels that we don't care about for ones that we do.