We're sorry, but you can't upgrade your device right now because you have an upgrade order pending.

[tyeni_joy]

It's been two weeks since I've been seeing this dang error message when trying to upgrade my phone.  And this error isn't even my fault.  When we went to upgrade the phone and have an authorized person pick up the new phone in store, they were turned away.  After speaking with Rogers customer service, I was told they in fact SHOULD NOT have been turned away.  Regardless, the upgraded phone had to be sent back to the warehouse and now I'm stuck with this error message and time is running out.  We need to return this current phone and upgrade before getting dinged with the buy out fee. Literally have been talking to someone every day to address this error message and all I keep getting is, "try again in a few days".  I'm running out of days and no one is doing anything.  You just want to charge me the $600 or whatever it is, don't you.  Because that's what it feels like.

***Edited Labels***

[RogersYasmine]

Good day @tyeni_joy ,

Welcome to our community and thanks so much for outlining your concerns regarding your recent experience. I'm sorry about any mix-up that took place with regards to your recent hardware upgrade.

Just to provide additional clarity, as long as the person completing the new activation or hardware upgrade in-store has been authorized on your account for more than 30 days, they should be able to complete the transaction after presenting valid photo id.

In regards to your Upfront Edge agreement, you have up to 60 days following your term expiry date to complete an upgrade and return your old phone in good physical and working condition. When did your 24-month financing term expire?

If it has almost been a full 60 days since your term expired, I would recommend calling back in and asking for the matter to be escalated to a manager. They may be able to find you a workable solution.

I hope this helps!

RogersYasmine

[tyeni_joy]

"as long as the person completing the new activation or hardware upgrade in-store has been authorized on your account for more than 30 days, they should be able to complete the transaction after presenting valid photo ID" -- My mother has been on this account since it's been opened,  since the beginning of time.  I'm 38 and have been with Rogers since I was 17.  So how she was turned away is beyond me.  Poor customer service/training? Who knows. And to boot, I came on here to chat with someone beforehand to ensure this didn't happen. But it doesn't matter now bc I'm stuck in limbo and am basically waiting until I near 60 days to "escalate" the situation I didn't put myself in.  And if the phone doesn't get sent back in time bc of an error I didn't create, then what?Thanks.

[tyeni_joy]

And to add, to be told that it takes 15 to 20 days to "fix" this error message I keep getting online, which is the most recent answer I've received honestly.  Disappointed doesn't even sum up the feeling I have towards Rogers, truly.  I'm just here to let everyone else know what they're potentially up against when they deal with Rogers.

[RogersYasmine]

Thanks for your reply @tyeni_joy ,

I can certainly understand your disappointment with all of this. 😞

As long as the matter is clearly documented on your account, we should be able to complete a new device upgrade and reverse any 'unreturned equipment fees' that get billed inadvertently. 

With that being said, I'm hoping that things get ironed out faster than expected, and hopefully, we're able to get things back on track for you.

Kind regards,

RogersYasmine