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Vacation suspension of the Cable services

ravid
I've Been Here Awhile

Hi. I have rogers home internet only, i am going for vacation from 16 september to 18th november 2019. I want to suspend my account for this period. But representive told me that vacation suspension can only be done from period to period in billing cycle. So even though i suspend from 16 sep to 18 nov, i will only get $10 charge for october. I have to pay full premium for sep and november. Is it true?
Also, just for home internet, rogers charging me $10/month for suspension. I thought, its $5/ month. Please help me in this situation.

 

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18 REPLIES 18

Re: Vacation suspension of the Cable services

RogersMaude
Moderator
Moderator

Good day @ravid,

 

Welcome to the Rogers Community! I certainly want to answer any questions you may have about the temporary suspension of your residential service.

 

Existing customers with a minimum 3-month tenure can suspend their services for a period of 2 to 6 months (60 to 180 days). The information you got today is correct regarding the pricing. You will only pay $10 per month per suspended service.

 

If you call us within the 30 days prior to your departure, we will be able to schedule the suspension to start on the day you're leaving and your service will be reactivated on the date you requested.

 

If you want to resume your service before the return date, all you have to do is let us know. We’ll reactivate your service whenever you ask. Please be aware, it may take up to 1 business day from the time of your request for your service(s) to restore. If the total suspension period winds up being shorter than the minimum 2 months, you will be charged a one-time fee of $49.99 + tax as you would not be eligible for the suspension in this situation.

 

I hope this addresses all your inquiries! 😉

 

RogersMaude

Re: Vacation suspension of the Cable services

ravid
I've Been Here Awhile
Thanks for reply. Also, is it true that suspension is only done from one billing cycle to other. No benefit to do in between?

Re: Vacation suspension of the Cable services

Thank you for your reply @ravid! You're very welcome. 🙂

 

Once you call us to request the temporary suspension, we set the dates for departure and return. If they do not coincide with your billing cycle, it may generate partial charges and credits.

 

If it means you will be saving money while you're travelling and no one is at home to use the service, might as well opt for the suspension. Not having to pay the entire bill while you're gone is a benefit!

 

Hope this helps!

 

RogersMaude

Re: Vacation suspension of the Cable services

jebbyg
I've Been Here Awhile

Why is it that you can't suspend just the TV service, the internet has to be suspended also? We go away to FL in the winter. We don't use our TV but we certainly need internet for the security systems, cameras etc.  We were told it's either both or nothing. It seems unreasonable that you can't choose the service you want to suspend.

Re: Vacation suspension of the Cable services

57
Resident Expert
Resident Expert

Are you on IgniteTV or Digital Cable? With the latter, you should be able to pay $10/month for each service, as discussed earlier in this thread.  If you're on Ignite, perhaps they can't separate the TV/Internet portions because of the way the information is sent. Someone more familiar with IgniteTV would need to comment.



Re: Vacation suspension of the Cable services

Rgiroux
I've Been Here Awhile

We called on March 17 to restore our suspended Ignite service and today, on March 22, 5 days later, we still have NO SERVICE: no internet, no TV, no home phone. We talked to 8 people in tech support and billing at Rogers over the course of 2 days, and no one was able to restore our service. What’s going on? 

 

 

***Removed contact information. Please keep personal info private. See User Guidelines here: http://bit.ly/CommunityForumGuidelines - RogersZia

Re: Vacation suspension of the Cable services

Rgiroux
I've Been Here Awhile
24 hours later, and one full week after initial request to restore suspended service, we still have no service. I don’t understand what the problem us, but we are tired of ring told by customer service reps that they understand our frustration! We don’t want to be understood, we just want our internet, WiFi, TV, and home phone! Its been a week! Please, Rogers, do something!

Re: Vacation suspension of the Cable services

Good evening @Rgiroux,

 

Welcome to the Community!

 

I can imagine how terribly inconvenient lack of service can be, especially these days! 

 

When was the last time you were in contact with customer service? Did they say whether or not they've opened up a ticket for this delay?

 

In order for us to best assist you, we do need access to your account. Since the Community is a public platform, I would recommend you to reach out to us via PM @CommunityHelps and we'd be happy to help! 

 

If you are not familiar with our Private Messaging system please Click Here.

 

 

 

RogersZia

Re: Vacation suspension of the Cable services

How do I let you know? Your telephones are always busy and Chat is not functioning

Re: Vacation suspension of the Cable services

Hello @ron38,

 

Welcome to the Rogers Community Forums!

 

I realize due to current times the waiting period is quite long over the phones and via the Live Chat.

 

If you're looking to suspend or resume your current Rogers services, you can reach out to us by sending a private message to @CommunityHelps. Not sure how our PM system works? Check out the How To Send A Private Message blog for assistance!

 

 

 

 

RogersZia

Re: Vacation suspension of the Cable services

Rgiroux
I've Been Here Awhile

Well, well, I’m now on day 10 of my first call to restart my Ignite service after a vacation suspension, and the answer I got this morning, 48 hrs after my second ticket was registered, was : « il n’y a rien à faire ». So no tv except for a few random stations, and no phone. Is there anybody in charge at Rogers?

Re: Vacation suspension of the Cable services

Rgiroux
I've Been Here Awhile
« Il n’y a rien à faire » means there is nothing to do

Re: Vacation suspension of the Cable services

KarinB
I've Been Here Awhile

Given the current COVID-19 situation, if I want to suspend all of the above services temporarily in a property that is not my home base, how do I do this on an indefinite basis, what is the monthly charge for doing this and, when the services re reconnected, do I still have the same discounts, etc. that I currently have?  Does the suspension period have to begin and end on the billing date?

Re: Vacation suspension of the Cable services

57
Resident Expert
Resident Expert

@KarinB : Please check out post 2 of this thread for the "rules and costs" associated with suspending the service(s).  If you're on digital cable, you can suspend 1, 2 or 3 of your services at $10/mo for each.  If you're on Ignite, you must suspend all service since they cannot be separated.  Note that you can only suspend for up to 6 months. After that you would probably need to renegotiate your "contract".

 

Your bills will be pro-rated, so you don't need to suspend on the billing date.

 

You can probably use any of the contact us methods, however, be prepared for a wait with the current COVID-19 situation.

 

https://www.rogers.com/consumer/support/contactus

 

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



Re: Vacation suspension of the Cable services

KarinB
I've Been Here Awhile

Thank you.  Is there any way this can be done on-line?

Re: Vacation suspension of the Cable services

57
Resident Expert
Resident Expert

@KarinB wrote:  Is there any way this can be done on-line?

Short answer - No.



Re: Vacation suspension of the Cable services

cesar1
I've Been Around

I suspende my account di to a trip, but I come back early, i need mi service back

Re: Vacation suspension of the Cable services

Hello, @cesar1

 

Welcome to the Rogers Community Forums! 😃

 

I hope you had a great trip! With everything happening it the world these days it's great to hear that you were able to make it home safely.

 

We can certainly help you to reactivate your services from temporary suspension. Please send a Private message to @CommunityHelps so we can locate your information on file and get started on your request.

 

Not familiar with our Private messaging system? No worries, Click Here.

 

RogersTony

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