cant cancel my rogers services

[my2]

Hello Everyone,

Reaching out to see if there other options to cancel services aside from calling in. Parents (seniors) have been calling and been getting bounced around from care team to care retention to IPPV retention waiting hours or just being disconnected. It seems like cancelling services is impossible and purposefully made frustrating as you cant go into a store or one care can only do so much. Any advice is appreciated.

*Added Labels*

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@my2 wrote:

Hello Everyone,

Reaching out to see if there other options to cancel services aside from calling in.

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As difficult and inconvenient as this can be, cancellations typically need to be done over the phone by the account owner or their authorized agents.

Which number are you calling to cancel your services?  Rogers lists specific telephone numbers to call: https://www.rogers.com/support/billing-accounts/thinking-of-switching-to-another-provider

I don't know how Rogers' telephone agents are rated internally or whether they are penalized for processing cancellations.  All that I can suggest is that you get the name and employee number of anybody and everybody that you speak with.  Be nice, and thank the agent (who will, no doubt, be doing anything that they can to keep you as a customer) for their help... but make it clear that you have already been given the runaround and that at this point, the only thing that you wish to do is to simply cancel your services.  If the agent that you are speaking with cannot process the cancellation themselves, continue to be nice, confirm their name and employee number, and ask to speak with somebody who will be able to cancel your services immediately; nobody else... and if they cannot or will not do that, advise them that your next step will be to take legal action 

[mebe]

I always assumed that simply by calling the main Rogers phone number, then choosing "cancel a service," then whether it's Internet, wireless, tv, or whatever, that would get me to the proper place (as it has in the past). But I suppose if I had multiple services, it might be best to try each specific service phone number (Internet, wireless, etc.), and then if there's one that has a short wait time, stick with that one.

So why is it so hard to cancel? Not enough people with the authority to do what's necessary, or is the poor software, or equipment that various Rogers employees are using, the main problem?

Many months ago, I called the main number to cancel a theme pack, so I selected "Change a service" as I always do, and since it was around 1pm, the wait time was about 80 minutes. I selected a callback, but 3 minutes later, Rogers called, and I was connected to an agent. I was happy until the agent told me that he was able to do anything but add or remove any channels. Something was wrong with his laptop, so he connected me to another agent. After about 10 minutes, I hung up (I didn't trust him) and tried again. Again another 80 min estimated wait time, and got connected in 70 minutes. The agent told me that the wait times are often longer on the 15th of the month, since a lot of things are going on.

So all that nonsense, just to cancel a theme pack. And the wait time to cancel or add channels can take 10 minutes until it goes through, again depending on the quality of the equipment used, or agent experience. It can be as fast as 3 minutes when the system isn't congested.

The Rogers Executive branch can change, and with the change, new directives can occur.

At the moment, many subscribers are being let go without much of a fight ... So that winback does all the dirty work (with more enticing deals).

If the retention agent gets a bonus for only losing 10-20% of the customers (due to fewer available deals, or only the same ones that a regular CSR can offer), there might be more reasons to let one of those attempted cancellations get accidently disconnected, or kept on hold. However, if you've got some good deals to offer, and the agent is tipped off that the customer will most likely stay, if the deal is good enough, perhaps the accidental disconnections will happen less often. I don't think that's happening, I just think the software or equipment used by many of the agents is perhaps in need of an overhaul, or too many system refreshes to get the cancellations processed in a timely manner.

Whatever the reasons are for this sudden influx of failed cancellation or billing dept failures are, an ugly pattern of hopelessness and frustration with wait times is often outnumbering the other previously popular complaints.

Conspiracy theories are a waste of time, and often disrespectful to those trying their very best. Still, if it looks like a duck, and that duck isn't having any luck with its 3rd cancellation attempt, it's time to let that duck swim in another pond. 🐟🐠

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@mebe wrote:

I always assumed that simply by calling the main Rogers phone number, then choosing "cancel a service," then whether it's Internet, wireless, tv, or whatever, that would get me to the proper place (as it has in the past). But I suppose if I had multiple services, it might be best to try each specific service phone number (Internet, wireless, etc.), and then if there's one that has a short wait time, stick with that one.

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I have never seen so many customers complain about how long the wait times are, so it seems like Rogers is either dealing with an unusually high number of customer issues, is short-staffed, or both.

As for all those phone numbers that Rogers publishes, it's not as convenient as calling 888-ROGERS1 but calling the right dedicated special-purpose number can make a big difference.  Also, while it is tempting to try to reach a human on the phone as quickly as possible, selecting "add/change services" will send you send you to queue staffed by sales and business-focused professionals; people who get compensated for selling services and growing Rogers' business, not processing cancellations.  So, not only have you reached a person who is least equipped to help you, that person also just lost a sales opportunity (and commission), will be kept from doing their real job while trying to help you, and will now go back at the bottom of the queue waiting for their next inbound call.

So why is it so hard to cancel? Not enough people with the authority to do what's necessary, or is the poor software, or equipment that various Rogers employees are using, the main problem?

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As a telecom, Rogers is focused on metrics such as average revenue per user, customer growth rate and customer churn, and every customer-facing team is measured on how (and how much) they contribute to Rogers' success.

No corporation wants to lose customers, so the cancellation queue will typically be serviced by highly-trained agents who will do whatever they can to identify the root cause of customers' issues and escalate to the appropriate teams to get those issues addressed (and hopefully resolved) as quickly as possible.

Also, if you end up getting transferred to a specialist, that person is charged with getting your problem fixed, and the last thing that they want is to be the person who could not stop you from cancelling your services.

This is a general statement about some corporate call centres: Depending on where they are in a quarterly cycle or the current business pressures, call centre agents can be under INTENSE pressure to retain customers at all costs... and often that just makes customers even more upset, more likely to cancel and even less likely to return... ever... but a corporation also cannot wilfully resort to tactics that prevent a customer from cancelling their services, so if you see that happening, the right magic words can quickly put an end to any such shenanigans.

[gloranger]

I was transferred 4 times last night, finally spoke to a lady and asked to cancel. I was polite, she put me on hold 3 times over the course of 45 minutes but she said she was cancelling and then, while I was waiting, she hung up. My line was not cancelled. I am now on a 2 hour wait to try again. Isn't this criminal? I will be placing acomplaint with the Consumer Protection folds after I finally get this cancelled.

[RogersYasmine]

Good day, @gloranger !

Thanks for posting your concern here in the Rogers Community. We've been unusually busy lately so I do sincerely apologize for the long wait times being experienced and appreciate your patience!!

If assistance is still needed, we'd love to assist you further. Kindly send us a Private message @CommunityHelps so we can look into your request for you further. 🙂

Kind regards,

RogersYasmine

[jspencer27]

I too, tried to phone to cancel my home internet and TV package and after waiting on the phone for an hour, was cut off? I will be trying again, but this is ridiculous.