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Renewing Bundle - 2020

briand1956
I've Been Around
Yesterday I received an Email from Rogers telling me my Online bill was ready to view online. It also said , that my Cable discounts were expiring on June 6th, and that I should contact them.
 
So today I called Rogers. I was told that my old package ( VIP bundle with Cable, Home Phone and Internet for $119 plus taxes) was not available anymore and I had to take an Ignite Premier Bundle.
 
I was told that this bundle however, did not have some of the channels I used to have now (even though it is Roger's most expensive of their three bundles), or as many channels.
 
Secondly I was told the Home phone did not have as many options as I had now and even voice mail was an extra option.
 
Thirdly I was told that due to Covid restrictions I could not get the new bundle until the restrictions were over.
 
Now my rant.
 
This new bundle was going to be an approximately an extra $45 (plus taxes) a month, but unfortunately I would have to keep my old package until the Rogers could come install my new equipment ( a service fee of $149.99). I asked why I could not just install it myself. I was told that the wiring was different for the TV connection , and different for my home phone setup.
 
THEN I was told that until the new package was installed my bill would be OVER $100 more as my discounts will expire on June 6th. I couldn't believe what I heard. Rogers could not install my new package before the old package expires and they would not freeze (continue the discounts) the price until they could. I asked specifically "why with other business make exceptions during this pandemic , would Rogers not freeze the price. Why was I going to be penalized because THEY could not do the install". The answer I was given was " your discounts expire and that is that"
 
Comments?????
===========================
 
 
footnote: I was just looking on the Rogers site to see what was different with their equipment. Here is what I saw
 
On March 25, 2020, we shifted to an updated self-install service for all new activations of Ignite Internet and Ignite Internet + TV bundles*.
With this updated self-install service, our Rogers technicians will deliver the equipment to your door. They may also complete work outside your home to make sure it’s ready for our services. To keep both you and our technicians safe, technicians will not enter your home.
 
 
 
***Edited Labels***
41 REPLIES 41

Re: Renewing Bundle - 2020

Bplayer
I'm a Trusted Contributor

There is no excuse for this, but it is possible that you were taking with a junior inexperienced agent. Suggest you try the online chat with an agent (not telephone) before you give up. If that does not help then call in and ask to speak with "retentions".

You have researched the differences between Cable and Ignite, so make sure that you raise those points as you negotiate the charges associated with a switch.

Re: Renewing Bundle - 2020

-G-
Resident Expert
Resident Expert

@Bplayer wrote:

There is no excuse for this, but it is possible that you were taking with a junior inexperienced agent. Suggest you try the online chat with an agent (not telephone) before you give up. If that does not help then call in and ask to speak with "retentions".

You have researched the differences between Cable and Ignite, so make sure that you raise those points as you negotiate the charges associated with a switch.


For some reason, Rogers is no longer allowing self-installs of Ignite TV for existing "legacy service" customers.  (See this thread.)  It's possible that they want to ensure that Ignite installations are in a clean state and that old hardware (splitters, filters, attenuators, etc.) are removed and that dangling/unused coax runs get disconnected.

 

I am also really surprised that they do not have some process in place (for customers who are switching to Ignite TV and waiting for an installation date) that allows agents to either extend existing discounts or apply the lower Ignite TV monthly fee in the interim.



Re: Renewing Bundle - 2020

Stever53
I've Been Here Awhile

Very similar experience for me today. Promotion pricing ending in a couple weeks. Inquired about the ignite tv told I am not eligible for it at this date. Do not understand how a new install would be able to self install but existing can not self install. Also they would not be able to extend promotion pricing. This is total garbage. Rogers seeing the $$$ signs in a pandemic. Making up for lost Blue Jay revenue Id assume. Was told there might be something coming in next few days, and if there is they would call me back within a week. But if I don't hear anything try calling back lol. Rest assured if I call again it will be to cancel, I will not let a multibillion dollar company soak me for extra money during a pandemic. Prices should be frozen if not discounted during this time like many other reputable companies are doing. Would totally understand if they couldn't switch it right now and they were extending all promotions, but to jack up prices with no options at this time is inexcusable

Re: Renewing Bundle - 2020

Jumping back to the point of the PHONE stuff.. i think the agent was wrong.

As far as I am aware, the home phone on the Ignite has ALL the options available.
It has call waiting, call display, voicemail, remote voicemail access, etc. 
The only thing that it doesnt have is the caller ID on the TV.



Re: Renewing Bundle - 2020

-G-
Resident Expert
Resident Expert

@Gdkitty  Yes.  Good point.

 

I have the Ignite Premier bundle.  I am not paying for any extras for Home Phone and have the following features listed in MyRogers:

  • Unlimited Canada-Wide Calling
  • Call Display
  • Call waiting
  • Voicemail
  • Three-Way Calling
  • Call Transfer
  • Call Return - Busy/Last
  • Online Manager

That gives me everything that I need.

 

 

When comparing Ignite Premier to the Digital VIP package, I know that Radio Stations have been dropped but I don't know of any other missing channels, and you can even get all of the Hollywood Suite channels as Flex Channels.



Re: Renewing Bundle - 2020

Bled-dry
I've Been Around

Anybody have their bundle promo cancelled but charged higher fee?

Re: Renewing Bundle - 2020

jima445
I've Been Around

Rogers not honouring or recognizing email with promotional discount!

 

I have been with Rogers for just over 3 years and have wireless, home phone, internet and cable TV. On June 4th I received an email from rogers@email.rogers.com indicating my current home services promotion was coming to an end but a new promotion was automatically being applied starting July 15th. I read the email and was happy with the offer.

Well on July 14th, I received a CC charge from Rogers which was $50 more than expected. After reviewing the my bill I noticed the promotional discount was NOT as indicated in the email.

I called customer service and the representative indicated there was no record of the email being sent. I offered to forward to her and the response was it could have been spam and that there was nothing that she could do. The only option given was to downgrade or cancel some of my services to bring my bill down to a more acceptable level.

Unfortunately due to current financial situation, I have had to cancel my TV services, but in doing my internet cost went UP to full price. I am now considering moving my remaining services to a competitor or third part seller.

WHY does rogers not honour/acknowledge promotional emails sent to their customers? (BTW the email does have the online link with goes to (Removed potentially malicious link - RogersTony)

 

 

 

Re: Renewing Bundle - 2020

garymil
I've Been Around

Hello,

 

I have been with Rogers (TV/Int/RHP and wirless) for so many years I can't count. Normally every year or two I call up Rogers ask for Loyalty Dept wait for them to redirect my call and I dicuss what services they have to offer ....they give me some discounts on monthly services, maybe though in a few movie rentals or monthly one time credits and we are good. Things have changed. Now when i call in the person always says I am with loyalty (hmm, really) and the offer they give me for the same service....well, they upgraded my internet but I was ok with how my internet was before. Now they want $30 more per month...wow. I didn't even ask for an upgrade, but if I didnt accept it they wanted even more $/month.

 

I think its time to look elsewhere because my loyalty is not valued here anymore.

Re: Renewing Bundle - 2020

Good evening @jima445,

 

Welcome to the Community!

 

I realize how cost effective promotional pricing can be, and we do try our best to accommodate a customer's budget while ensuring we're offering a package you can make best use of! As far as the email offer goes, typically when we send a promotional email or text, it would include steps on how to take advantage of the offer (e.g. reply with YES or a direct number to add offer to the account). The email you're referring to does look suspiciously like a spam email, especially the link you had added to your post. 

 

For future reference, I would recommend you to keep an eye on https://www.rogers.com/promotions/internet for latest offers.

 

@garymil, welcome to the Rogers Community Forums! We definitely do value and appreciate all our customers. We love to ensure we're providing the best service with the best available pricing. Like I mentioned earlier, we do try to find a balance between a package and price, but at times even the best of resolutions isn't what a customer is looking for. I'm sure my colleague would have tried their best to provide you with an acceptable pricing.  Thank you for your understanding :).

 

 

 

RogersZia

Re: Renewing Bundle - 2020

abains63
I've Been Here Awhile

I have been a Rogers customer for more than 25 years. In June 2020 my promotions for my cable, internet and home phone were set to expire so I called in to inquire about prices. I was told by the representative on the phone that I could keep my services for the same price ($209/ tax incl). I agreed and the Representative did what he had to do to update the account and said everything was good. Fast forward to July 15 2020, I recieve my first bill after the original promotions were set to expire and my bill was $292. I called rogers to find out what had happened and I was told that the representative that told me I could continue my services for the same price was wrong and there is no way they could give me that price. I find it extremely disrespectful that I offered and agreed to a certain price and am now being told to pay an extra $80 per month. Why do I have to pay for one of the Rogers representatives mistake? Any suggestions on what to do?

 

 

Re: Renewing Bundle - 2020

57
Resident Expert
Resident Expert

1. After you negotiated your renewal contract you should have received an e-mail stating the amount, channel listing, etc.  Did you not receive that?

 

2. Sometimes the first month after your old contract expires, Rogers billing department sends a bill that is a lot higher than expected, but then the following month that amount is corrected. For Example:  June $200, July $280, August $120, September $200.

 

3.  You can contact the mods here and they can look into the situation for you.  See link below on how to PM.

 

https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Get-to-know-your-Community-How-To...



Re: Renewing Bundle - 2020

abains63
I've Been Here Awhile

Hi,

 

No i did not recieve that email.

 

When i called Rogers they said that my new monthly bill is going to be $292 they didnt mention that its only going to be for the first month.

 

I will PM the mods. Thanks

Re: Renewing Bundle - 2020

iman1
I've Been Here Awhile

I got the below offer in My Rogers apps, after I accepted the offer, Rogers charge $24.00 per month for the 3 TV boxes.

My understanding is this offer include 4 TV boxes, is it correct ?

 

Unlimited Ignite Internet 500u
Upgraded Ignite WiFiTM Gateway modem rental included
Backed by the Ignite WiFi Promise
TV
Ignite TV Popular
144 total channels
46 Flex Channels
4 Ignite TV Box(es)
$159.99/mo**
Installation:
$29.00
Prices do not include any additional content or hardware.
Upgrade Now
Here’s your promotion!
Get $40.00 off per month for 12 months!
A credit of $40.00 will appear on your first 12 bills.

Get $29.00 off per month for 12 months!
A credit of $29.00 will appear on your first 12 bills.

Re: Renewing Bundle - 2020

Good evening @iman1,

 

Welcome to the Community!

 

It's always a good to clarify before you make any changes. Typically 1 box is included in the promotional pricing. Have you already accepted the offer and made the changes? If yes, I would recommend you to review the service agreement email to check the details of what the offer includes.

 

In order for me to provide you with a definite response, I would to have to access your account. Please reach out to us via PM @CommunityHelps and we'll be happy to assist you. You can learn more about our PM system from the How to Send a Private Message blog. 

 

 

 

 

RogersZia 

Re: Renewing Bundle - 2020

-G-
Resident Expert
Resident Expert

@iman1 wrote:

Here’s your promotion!
Get $40.00 off per month for 12 months!
A credit of $40.00 will appear on your first 12 bills.

Get $29.00 off per month for 12 months!
A credit of $29.00 will appear on your first 12 bills.


Were these promotions offered to you as an incentive to switch from Digital TV to Ignite TV, a special offer from a door-to-door sales team in your area, or are they readily available to anybody who calls into Rogers to order Ignite TV?

 

http://www.rogers.com/consumer/shop has some offers for new customers signing up for Ignite Internet but I didn't see any promos for prospective Ignite TV customers.

 

Thanks!



Re: Renewing Bundle - 2020

iman1
I've Been Here Awhile

Hi, 

This offer is populated when I log on My Rogers Apps which indicate 4 TV box rental are included in the package. However after I accepted it, the email indicate only 1 box is included and extra $24.00 per month will be charged for the 3 TV boxes

 

Re: Renewing Bundle - 2020

CMS1
I've Been Here Awhile

Hi there, I have been trying to get through to Rogers for 5 days now because my bundle is ending on the 7th of Sept. I have waited half an hour or more and at different times of day and twice an agent answered and then switched me right back to the wait list!!! I'm a 10+ year costumer with Rogers and would expect much better service then this. Maybe Rogers can see this comment and get back to me or better yet I can change service providers!! 😡

Re: Renewing Bundle - 2020

Hello, @CMS1.

 

Thank you for being a valued member of Rogers’ family for so long; we appreciate your loyalty and would be happy to look into renewing your bundle. It's excruciating to be on hold and not getting through to the right representative. We can turn around this experience for you; please send us a private message at @CommunityHelps so we can get started. 

 

We look forward to hearing from you. 

 

Regards,
RogersMoin

 

 

Re: Renewing Bundle - 2020

hideaway57
I've Been Here Awhile

My home phone, cable and internet was bundled for about $133+ a month.  Previous to that I paid $112+ a month. My bundle expired September 16, 2020, and now my bundle is $163+. BUT WAIT! After that $163+ is paid, my next bundle monthly payment is going up to $202+!!!! And apparently according to the Rogers rep I just spoke with, there are no bundles available to choose from at this time. $202+ is ONE QUARTER of my biweekly paycheck. Sure would be nice if our wages increased 85%. The Rogers rep tried to make me feel grateful for the promotional time I DID only pay $133+. I'm looking at another provider or getting rid of my cable altogether. 

Re: Renewing Bundle - 2020

Hello @hideaway57,

 

Thanks for joining us in the community and congrats on your first post! 🙂

 

I can understand how increases to your monthly service fee over time would be worrisome, especially if you have a certain budget you are trying to adhere to. I'm in the same boat myself. 

 

As I'm sure you are aware, our package offerings and promotions are constantly changing and evolving. We’re always working to deliver dependable service for your home. While we try to minimize price increases for our customers, as part of this work, we occasionally make changes to our plans and packages. These changes help us to enhance our network and invest in our products and services to handle more connected devices than ever before.

 

With this being said, we'd be happy to review your current services to see if another package or bundle option might be better for you. If possible, please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

 

Thank you,

RogersLaura