Win Back Offer / Rogers Ambassadors

[fishsnacks]

Home Internet offer ended and switched to competitor Sept 14, 2024 and was contacted with Win Back Offer but had issues resolving the activation. Account was canceled on Monday Sept 16, 2024 no internet a new Rogers modem sent on Tuesday Sept, 17 so I have two now. Internet back on evening of Sept 17, 2024.

But no follow up call just notes on my account about the offer but no Rogers Customer Rep or Rogers Ambassador can touch the offer to activate now that account re activation issues have been resolved.

Search past posts tells me I made a mistake and need to again port home internet to an internet provider as Rogers is looking like they dropped the ball. Empower your people if an offer is approved to simply apply it.

**Labels Updated**

[RogersJermaine]

Hi @fishsnacks,

Welcome to Rogers Community Forums and thank you for your post! 

We appreciate you sharing your feedback and we can certainly empathize on how frustrating that can be to not get the transaction completed as expected. We can take a further look into this for you to see if we can work towards a resolution. 

Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Regards,

RogersJermaine

[fishsnacks]

Thanks RogersJermaine, I was able to get clarity on the challenges Rogers encountered while attempting to win back my home internet.

TekSavvy on Sept 14, 2024 was porting the service. I chatted with Lovepreet who was very helpful regarding how to return the Rogers equipment. They made an offer to return to Rogers which I thought was good. $50 for 500Mbps down and 200 Mbps Up. This included a $100 credit. They could not get the service to activate and asked I reach back in 2 hours. I did and spoke to Nancy on the phone this time. She too noted my account was stuck and tried a few things. She eventually told me it went through. Monday morning we woke up to no Internet. Chatted with tech support who confirmed the internet was 100% canceled and forward me to Customer Service. They attempted to reactivate the service and thought they had. But no still no service. It that evening I received a call from Shannon win back team who then offered $40 for the same speed and $150 bill credit. I said sure as long as I could get internet back on soon and explained the challenges thus far. Shannon too had issues and said she would call back in 48 hours. That call never happened to date. Tuesday a Rogers Modem showed up at my door which I thought was odd as no Rogers rep to date noted I would receive another modem. That modem though did work when replace the one I had. I followed up with Rogers to let the. Know I now have two modems one working and another that works but can not establish connection (flashes green only). They asked for both serial numbers and noted I get a call back from Shannon as they can not work with win back offers. On Friday Sept 20, 2024 I saw in the rogers app a new bill for full retail price of my internet. I was able to chat with another Rogers Rep who then confirmed Lovepreet offer had been applied on Sept 16 but as my billing runs from Aug 14 to Sept 13 the bill missed the offer applied and next billing will actually have a $50+ credit and forward some documents to confirm the offer. They processed a form to return the other modem via courier which I received. Not sure what happen with Shannon she was professional but in the end no return call and that offer not followed through when they talked about how they valued me as a customer left a bad experience and I’d question other services with Rogers. I reach out as suggested to have that team review and see what they say.

Thanks