Unsatisfied customer

[Gooch426]

Updated internet speed. Had to update package which was fine. Told the tv channels WOOD NOT CHANGE as I have 10 flex channels. Update happened and lost channels and addon package. Added the addon package but was not able to change flex channels. So did live chat. They say they have to do it because I just updated package. But they couldn’t do it either. Made a ticket for tech to fix and when fixed they would call me. Still not fixed as of today Jan 3/25. Packaged changed on dec 23/25. Spent probably 8 hours or more on live chat to resolve this. If they would have told me that channels would change and I have to get them to change channels for me , I wouldn’t have upgraded. Now I’m paying for channels I want and can’t get.

*Added Labels*

[RogersMaude]

Good evening @Gooch426,

Welcome to the Rogers Community and thank you for posting about your recent experience. 

We appreciate you took the time to bring this up to our attention and apologize for any inconveniences this may have caused you.

We'd like the opportunity to help you reach a resolution, if the problem persists. However, to do so, we'll have to review your account to better understand the issue.

For further assistance, please send a message to @CommunityHelps, as we'll need to discuss privately to access your account.

To learn how our private messaging system works, click here. Thanks so much!

RogersMaude