Rogers has messed up our services in both our houses

[LJoyP]

Hello,

I want to commiserate I hope with other people here just to get the stress out.

I called Rogers on March 15 to continue a discount at my daughter's student house.

They tried to upsell me but I said no I didn't want to pay more.

They offered me a plan that would be the same price internet and streaming for 1 tv - exactly what we already have.  I said perfect I'll take it.

Then my daughter received 2 Xfinity tv boxes to her house - she has one tv.

Then we realized that Rogers has shut off one of the tv boxes at my house for no reason.

I have spent hours and hours and talked to at least 12 people trying to fix this issue. The last person I talked to Laura in Moncton is the only person that seems to actually care.  However she said my daughter needs to hook up both the new boxes to activate them so the ticket can be closed.  Then she can try to fix the mess.

I am currently waiting for her to hopefully call me at 1pm today to move on to the next stage of getting our tv back on and the streaming working at my daughters.

Oh and the boxes my daughter was sent don't appear to work - she has lost all the streaming services netflix, crave, amazon, disney all gone.

I noticed my Netflix her has been signed out of - I assume that is because Rogers wants me to put Netflix through them at least that is what the ad said.

I am planning on filing a customer complaint on Abhay the original CS rep I dealt with who messed everything up.  I have the chat transcript thank God so I can prove I said no and what I agreed too.

I am beyond frustrated with the entire process.

I only hope Laura is genuinely concerned about our situation and is serious about getting it fixed for me.

[RogersYasmine]

Greetings @LJoyP ,

Thanks for being a part of our community forums and for taking the time to share your recent experience. I'm so sorry to hear that things went so poorly as this is never the type of service we strive to provide. 😞

If for some reason Laura does not get back to you with a solution sometime today, we would be more than happy to take another look to see how we can assist. Our hope is get things back on track and try to regain your trust. 

Warmest of regards,

RogersYasmine

[LJoyP]

Can u tell me how to get the remote to work with the new box
The remote sent with it is just a basic not the xr11 or xr15 on your website so how does this remote work
That would be nice for a start
Nothing from Laura yet

[RogersYasmine]

Hello @LJoyP ,

Would you be able to share a photo of the remote that was sent to you, please? 

Thanks,

RogersYasmine

[LJoyP]

How do I do that

[57]

When logged in and composing a post, click on the "camera" icon at the top of the post and you can then upload a picture. Note that it may take a few minutes for the picture to be approved by a moderator, so you won't be able to see it after you post until it has been approved.

If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.

[LJoyP]

Well I’m on my phone so that won’t work

[57]

It will if you switch the browser you're using to  "desktop version" as I indicated.  What browser are you using on what phone?

[LJoyP]

Iphone

 just tried safari didn’t work 

I normally use google 

[57]

A quick websearch found the following for Safari:

https://www.lifewire.com/switch-to-desktop-mode-on-iphone-6361612

https://www.solveyourtech.com/ios-17-how-to-use-desktop-view-on-iphone-a-step-by-step-guide/

For Chrome:

https://umatechnology.org/how-to-view-desktop-site-in-chrome-on-iphone-and-ipad/

[LJoyP]

this is the remote

the phone setting on safari didn't include the camera btw

[LJoyP]

eventually i found instructions for this remote using google lens because i couldn't find it on the rogers site

but she has no apps on her tv so no netflix or amazon or disney they are all gone and there doesn't seem to be a way to put them on

[RogersYasmine]

Hi @LJoyP ,

Just to confirm, you are saying that when she's using her Rogers Xfinity services, she is unable to see/access any of her streaming apps? If so, that is very strange. 

If possible, please send us a PM @CommunityHelps so we can have a look for you. For more information on how to send a Private Message, please click here. 

Thanks,

RogersYasmine

[LJoyP · Accepted solution]

After 2 more calls to rogers I finally got escalated to a manager that was capable of getting things working
Very frustrating that it took a week to fix this but it is finally fixed