Order Xfinity Internet Service But No Account Number Assigned

[riniboo]

I am an existing Rogers wireless customer for 20+ years and I need new Internet for home.  Yesterday, I logged into my account to ordered the Xfinity Internet 1GB home internet.  Everything went fine and I got the order confirmation email with 3 PDFs an hour later, but I noticed that the account number was masked with "X"  like this  X-XXXX-1234.  This account number is different from my original account number. Since it is masked, there is no way I can link it with my existing profile.  Is this normal??

The Gen 3 Xfinity gateway was shipped very fast to me the next day by courier. But then, I looked at my account, I still don't have the Internet service listed under my account. I tried the Xfinity App on Android, I logged in using the same email but it kicked me out.   I tried to contact customer care via chat, waited for 2 hours, then they ended my chat at exactly 8PM EST. I guess customer care center is closed. What a great experience to start!!! Anyone has experienced this? 

[RogersZia]

Good evening @riniboo, welcome to the Community!

You've definitely come to the right place :). Have you already set up the Internet service? If yes, it can take a couple of days for the new service to show up in your MyRogers account. If you need us to take a look into your account and verify any further info, please send us a PM @CommunityHelps and we'll be happy to assist you. You may check out this blog to learn about our PM system. 

RogersZia

[riniboo]

I was able to chat with the customer care rep this morning. He was able to look up for me and found my Internet Service account number, he said it is linked and consolidated to my account from what he could tell.  However, when I logged on to my Rogers.com using my email, I still only see existing wireless service only, not the Internet Service. I was trying to "link" to that account number he gave me, it was not successful because it said "account has been linked". 

What is confusing about this that, my account "has been linked" at the back, but I am not able to see it under "Overview" page on Rogers.com.  The customer care rep said that my Internet account was "not yet active on their level" and he said it showed status "Order delivery is continued." on his end.  He told me to wait a day or so... It is very confusing.  Okay, my issue hasn't resolved.  Any expert here can help me understand what is going on? Is this normal?

[riniboo]

To help other people (if they experience the same in the future), I just want to share my experience.  As of now, half of my problem is resolved. There was a tech guy worked for DHT (under contract to Rogers) showed up on my side yard, he opened the demarcation box (the grey box) and did some magic. Once he was gone, I plugged in the Gen 3 Xfinity modem using the Xfinity app, I was able to connect to the Internet.  However, I still don't have the new account number for Internet Service on Rogers portal when I logged on to Rogers.com but I assume it will show up in the next couple days. 

The whole experience has been extremely confusing, the communication was not clear. The welcome email, self served installation instruction and even the modem came before the tech person did the work.  The missing service account from the customer portal is frustrating.  My suggestions to Rogers is to have better workflow, simply just show the Internet service account on the portal with the current status, such as:  New service has been Ordered,  Service is pending to be setup,  Ready to plug in modem. Simple as that. 

[RogersMoin]

Hello, @riniboo.

Thank you for sharing your experience and patience as we worked through the setup process. We’re glad to hear that the technician was able to resolve part of the issue and that your Rogers Xfinity Gateway 
is now connected.

We also appreciate your feedback; it’s incredibly valuable as we look for ways to improve our service and communication.

Cheers,

RogersMoin

[riniboo · Accepted solution]

My Internet service finally appeared under the "Residential" section of my account today. The previously assigned Internet account number is now gone, it looks like it has been consolidated into my primary (wireless) account. The original welcome email listed the account number in a masked format (X-XXXX-1234) appears to have been a temporary placeholder.

Honestly, I wish Rogers had been more transparent about this process. A simple paragraph in the welcome email or PDF could go a long way.  For example: "This account number is temporary. If you have an existing Rogers service, your new service will be consolidated into your primary account within 3–5 business days. If you receive a modem, please wait X days before installing it. A technician may need to access the demarcation box outside your home before the service becomes active."

Clear communication like this would help customers know what to expect and avoid unnecessary confusion. I hope my experience can help other people. 

[Pauly]

it looks like if you already have wireless services, the mobile account number remains your primary account number and your xfinity (formerly ignite)  account number exists but is not needed because its anchored /consolidated to your wireless account number, this means payments to one account will go towards the entire consolidated service,  much better than making payments to each individual account number if they were not consolidated, right?