I am trying to get Rogers Internet into my mother's senior home. I called last night and spend substantial time on the phone. An option was given to me for a call back. The wait time was about 30 minutes. My request was for a quote for Internet. Incorrectly I was informed that I had to set up an account first. During this set up which I did on behalf of my mother I was asked for her driver license. I indicated that she no longer drives and her license was replaced with a provincial identification card. Apparently it was not possible to use this government issued ID as Rogers requires a driver license. (Not sure how you can get a Roger's service if you don't drive) I ended up supplying my license for identification. After we set up the account the Roger's representative had issues with the Roger's site and was unable to give me a quote but suggested to call back the next morning using my newly created account number.
I called back the next morning and I was given many options. One of the options was for a new customer. I selected this option and it took me to a menu that was clearly for an existing customer. Lost equipment etc. None of this applied for a new customer and I selected an option to buy additional services. After some time I got an agent. It was established that this agent was unable to help and the agent suggested to connect me to the proper department. After the transfer I received a recorded message that the department was presently closed and no business hours were indicated in this message.
After this I called the same number again and selected the call back option. I received a call back about 20 minutes later and this agent ended up in informing me that the service was not available in my Mother’s building even though many neighbours in this building are using Roger's. I went on the Roger's availability site myself and it appeared on my end that this building was serviced by Rogers. Since the agent was unable to resolve this issue I was transferred to the Roger's Ignite department. It is unclear to me at this time why I was not transferred in the beginning. I tried to log onto the Roger’s site to create a new account for my mother so that I could do all this on line. Since my mother is old I decided to use my email instead of hers. This would make it easier to support this service. Here is a new problem. I was a Roger’s customer in the past and this email is still on file. I cannot create a new account using an email on file. This would have been good information during the set up of this account.
I did get a call back from Roger’s Ignite and It was all very time consuming. I was asked for two pieces of identification, one being a social insurance number. If you go to the government web site it clearly states that you should never give your social insurance number to an internet provider. Social Insurance Number: Protecting your SIN - Canada.ca
In the end the connection was lost. My phone at this point was also running out of battery as we were approaching the three hour mark. I spend around five hours on the phone and I ended up with a dropped call and no service.
As Canadians we unfortunately have no choice but to put up to this type of disrespect to our time and our wallet.
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