Why can't I upgrade my phone online with the Rogers website OR via Rogers Live Chat?

[TannC]

I have been trying to upgrade my phone for the past 2 days, looking to switch to the S24 Ultra. I keep getting a Something Went Wrong message at checkout with a comment that if the issue persists to try calling or going through the Live Chat feature. I tried the Live Chat and she couldn't get the upgrade to go through either. She also informed me they still have our address from 6 years ago on the account, even though we've changed it several times and have had several other upgrades sent to our current address. Why is a basic upgrade or address change so difficult with Rogers? We have issues every time we need an upgrade or change of any sort, it has been 10+ years of difficulties.......I just want to upgrade my darn phone!

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[RogersCorey]

Good afternoon @TannC!

I apologize for the difficulty you're having getting an upgrade done. Typically the upgrade process is quite smooth and straightforward.

Are you still having difficulties performing an upgrade or have you been able to successfully upgrade your device since making this post?

If you're still having difficulties, please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[TannC]

I've tried again online, again with an agent on chat, AND in-store and nobody can get it to work. I'll sen the private message. 

[RogersZia]

TannC I see you've reached out via private message. I hope we're able to provide a resolution.

RogersZia