WORST service I have EVER experienced: strongly considering cancelling

[JimParsons]

So I initiated a Live Chat on Friday about reducing my almost $300 monthly bill for Premier TV, 50MB internet and basic home phone and was told my only option was to switch to Ignite as they cannot offer discounts for the "legacy" services. I reluctantly agreed to their offer (which only saves me about $10 a month) and a CONTRACTOT tech came on Saturday and just installed the wifi gateway modem and left the 3 TV boxes for me to install. I still had some PVR stuff to finish watching tso I left the boxes.

However on Sunday at 3:30pm all of the sudden ALL my cable boxes died and gave a Not Authorized error. I knew Rogers had disconnected my old legacy services so I decided to install one of the boxes. It connected fine but then when I went to what should be and has ALWAYS been (until Ignite) BASIC and FREE channels like CBS, ABC, NBC, FOX, etc... I discovered I am "Not Subscribed" to any of them. I immeidately tried to re-add them using the online Flex channels tool but got a Technical error, plus they were also not listed anyways, just a couple I had before that were now removed (GSN, DejaView).

I then called Rogers and the first person I spoke to could not make any changes to my account because they said it showed 2 "pending changes" and my account was completely locked out. I then asked to have my old legacy cable boxes re-activated but they transferred me to Customer Care, and that person said it shows "Unreturned" and needed to be switched back to "Active" but they had to send me to a 3rd person and they said they would see all the notes so I would not have to explain myself again and also there would be no wait time

After waiting 5 minutes I got someone who did not speak English very well and I immediately thought I was transferred to another country. She said she did not get any notes so I had to re-explain everything and then she put me on hold and after waiting 10 minutes she came bacxk and said she could not re-activate the boxes since my account was already switched to Ignite. I asked to speak to a supervisor and then after waiting another 15 minutes I got someone who immediately said they are NOT a supervisor and said I needed to speak to tech support, but they also then tried the same steps as the first person (I even asked them to wait while I went to the washroom ) and again my account was still completely screwed. They said the cancellation of the changes would take a while and to try again today, so I did and still get the "there is a problem" error on any option.

***Added Labels***

[57]

Sorry to hear about your issues, however, these issues have been discussed many times in the IgniteTV forum here.

- The digital cable PVRs are deactivated when you switch to IgniteTV.  Any recordings on them should have been viewed before migrating to IgniteTV. It is highly unlikely Rogers will do anything about this.  About your only option is to find a friend or relative still on digital cable, activate the box there and view your recordings there...

https://communityforums.rogers.com/t5/Ignite-TV/Transfer-Recording-From-Digital-TV-To-Ignite-TV/m-p/...

- The "Prime Time" channels were removed from Ignite almost a year ago. They are $3 if you want them.

https://communityforums.rogers.com/t5/Ignite-TV/Changes-to-Ignite-TV-Channels-in-Packages-and-Theme-...

The time to research any migration to a different service such as IgniteTV or a switch to another provider like Bell is before making the switch.  Each provider or type of service has pluses and minuses.

Here's a digital cable vs IgniteTV thread:

https://communityforums.rogers.com/t5/Ignite-TV/How-do-you-like-Ignite-TV-compared-to-Digital-Cable/...

[JimParsons]

So I was given the escalation number to call which I did and all they did was open a "case" and said I would be able to modify my account within 24 hours. It has now been more than 24 hours and I STILL cannot modify the flex channels or anything else, but I did receive an e-mail saying "Welcome to Rogers Ignite".

At this point i have now filed a formal complaint with the CCTS and said Rogers needs to either re-add ALL the channels I had before with my Premier package for FREE including the US ones (this would include fixing my account so I can modify the flex channels) AND provide at LEAST a 2-month full credit to my account, OR revert me back to the legacy cable TV/internet/home phone service including having a technician re-install all my old equipment and remove the new Ignite equipment, AND also provide the 2 month credit.

I have been a Rogers customer for over 15 years and I cannot emphasize this enough that this is the WORST service I have EVER received.

[57]

Good Luck with that.  Of course Rogers should make it so that you can appropriately change the Flex channels.   This is often mentioned and can take a few days to iron out after the migration due to all the changes.

However, the other two issues regarding Channel Lineup and PVR recordings are unlikely to happen, especially since some minor research on your part before migrating would have indicated this was going to happen.

The IgniteTV Channel Lineups are clearly outlined on the Rogers website.  It is possible that Rogers will provide some minor compensation for these two issues, but please be aware that this happens to everyone who migrates and is not something unique to you.

[JimParsons]

So after over FOUR days (96+ hours) there is FINALLY a little progress: the GSN channel is now enabled, but the US channels are still not. However something even stranger is happening now as I am able to go into the Theme Pack selection window but when I try to add the "Primetime" Theme Pack for the US channels it says I am "doubling up" on channels and shows all the US ones (I took a screenshot but don't know how to attach it here). I'm almost tempted to add them anyways but may wait to see if I get contacted for my 2nd escalation I made last night using the "Share a Concern"  form.

[57]

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@JimParsons wrote:

...I took a screenshot but don't know how to attach it here...

---

Look at the following link, and the posts that follow, for how to post a screenshot.  There is a camera icon near the top of the box when you are composing a post and logged into the forum.  You need to be using the desktop browser version, not mobile.

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Rogers-Ignite-WiFi-App-now-not-working/m-...

[JimParsons]

[JimParsons · Accepted solution]

So I just received a call from a person from the Office of the President and explained the entire experience and he first fixed the channels issue above and then confirmed that what I had experienced was not acceptable and offered me a discount (won't specify on here the details) which I accepted.

Ironically at the same time the CCTS complaint was finally processed and forwarded but it said Rogers has 30 days to respond and advise that the complaint has already been resolved so once they do this I will agree and then it can be closed.

[Gholovaci]

That is nothing.  I have been on hold for half hour after last call was over 1 1/2 hour wait.  New agent was supposed to get me a team lead because she couldn’t help me.  I specifically asked that if disconnected for any reason, to call me back.  After assuring they would, the line disconnected.  I am considering Bell.  Who has over 2 hours time to talk about renewing their account for another year with such horrendous service!  Totally unacceptable.  If you can’t service your current customers, you should not be continually be marketing for more!

[RogersMaude]

Good day @Gholovaci,

Thank you for posting about your situation to the Rogers Community. I truly understand the frustration caused by long hold times and an eventual disconnect of the phone line. 

Could you tell us a bit more about the reason of your call or the problem you're facing, so we can look into this matter for you? We'd like the opportunity to assist you if you still need help. 

Looking forward to your reply!

RogersMaude

[Gholovaci]

I sold my home in March of 2022.  I moved into a rental on May 16, 2022 and once I determined the condo had Rogers service, I recommenced service.  My bills are stating my promo ends in Feb, even though I didn’t move in till May.  I had an excellent agent from Montreal that helped me transition and I have asked numerous times to be put in contact with her.  I asked when the US came off my landline as I saw I was charged LD charges.

I want to pay the same for the exact same service I have (I took timeshift off as football season is over) and simply wanted to ask when US phone charges were eliminated, and what would be the charge to add.

Can you not have same agent who knows my situation call me?  You must have her identified on file?  She advised I should never let the promo period end as it is hard to credit after the fact…..

[RogersTony]

Hello, @Gholovaci

Thank you for those additional details. We'd like to take a closer look at this for you. Please send a private message to @CommunityHelps so we can gather your info and get started. 

Not familiar with our private messaging system? No worries, click here. 

RogersTony

[Gholovaci]

Hello RogersTony.
I  can’t seem to use the PM service as requested.  Can you email me @rogers.com?

[57]

@Gholovaci : Rogers will not e-mail you.  Here are alternative instructions on how to PM.

When logged into the forum, click on @CommunityHelps  .  On the page that comes up, you'll see a link on the top right of the screen to "send a message".  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.  There may be some back and forth required while they get your personal information to look into your account.  Personal information is not allowed in this forum.