Porting wireless home phone from City phone to Rogers

[peter7725]

Received sim from Red Wireless and took ZTE device to Rogers location to install. It came with a temporary number and we wanted to get it changed to our original phone number that we had for many years. Rogers inadverently changed the temporary number for the home phone to now ring on to my cellphone. That is wrong; my cellphone number had nothing to do with porting the home phone. When dialing my old cellphone number I get "this number is not assigned". When dialing my old home phone number I get "this user has not installed messaging services".

I have spent hours with 5 different agents, been 2 time hung

up on, (no call back) and been told that call needs to be transferred, then call dropped. I need by phones to authenticate on line banking and cannot do that with the wrong numbers. I'm a senior and until this gets fixed, in deep trouble.  HELP

[LordDrakkon]

I'm not sure if I fully understand. What was the original number you wanted on? Not all numbers are portable although most are. If that number is allocated to another provider, like Bell or Telus as an example. You would have to have that number active on a SIM or service to port it over to Rogers. You can't port a number that is out of service but you can request that number, if it is available to Rogers to allocate.

[peter7725]

My wireless home phone was with CityFone. They operated on G3 network and will discontinue operations as of Dec 31. Rogers offered to port all CitiFone customers who wanted to continue using their existing devices. My cellfone was ported successfully in October. The home phone, a ZTE device SIM was not available at that time. Last week I received a new SIM along with a temporary number. Had SIM installed at Rogers location with temp number. We wanted to keep our old number. I was asked to phone Rogers to have the number changed. They did, BUT now when dialing the old home phone it rings on my cellphone showing the caller. If I ring my old cell phone it says number not assigned. Thanks for helping, it also affects my banking and I'm so frustrated

[LordDrakkon]

A number that is not assigned can not be ported. You mentioned the number you want not being assigned when you call it. It is possible that Rogers does not have access to that block. of numbers to assign to its customers.

[peter7725]

That number (not assigned) was my cell # for the past 17 years. It became unassigned when Rogers ported my wireless home phone number on to the cell number; a mistake that Rogers acknowledged but every agent says "it's very complex" and transfers me to LA LA land

[Pauly]

If rogers accidentally ported one of your cellphone numbers in error that you did not want ported,  then please please please contact them back and try to escalate the situation,  They obviously made a big mistake and there should be an official process in place for them to correct this instead of a "it's very complex. oh well" kind of attitude.  I would call and escalate this immediately, the more time passes, the harder it would be to reverse a improperly ported number. time is not on your side

[peter7725]

Agents will not escalate, they transfer you indefinitely. Tell me, if you can, how to escalate to an expert?.I swear, today's agents are not equipped with the knowledge or desire to truly be customer focused. It is very frustrating. And yes, "very complicated is a favourite" 48 hours now,.....

[RogersMaude]

Good day @peter7725,

Welcome to the Rogers Community and thank you for bringing this up to our attention!

Sorry to learn about your recent experience. We'd like the opportunity to make things right, if this has yet to be corrected.

Have your phone numbers been reassigned to the right lines, since you posted?

For further assistance, please reach out to @CommunityHelps, and we'll be happy to take the proper steps to have this rectified.

To learn how to send us a private message, click here. 

Thanks!

RogersMaude

[Enviroment]

I too am suffering the same situation & have not been able to get a resolution.  I have spend 20 hours on the phone trying, trying, trying with no success.  I was advised at the store that 80% of customer service reps are working from home.  Do they not have the ability to escalate.  I have been out & out lied to.  I never would have expected this from a Rogers rep.  I asked for an inquiry into my problem with my cell# & asked her to read back her notes...which she did.  I went to the store & was advised that there are zero notes on my file.  Not one of the many representatives documented any part of our conversation.  Deeply disappointed!  The Store employeee told me to get an ID#.  Says they see this all the time.   

[Pauly]

Most of the complaints are from people who "missed the deadline" to port out their service,  so now their number is "inactive" right?   

[Enviroment]

I did not miss the deadline

[Pauly]

 

Yes you did.

[Enviroment]

I did not! I have my notes from red wireless, the temporary # that was assigned & then canceled in December 2024. MyWhy would you say I did. Are you able to see my rogers account? My billing history will confirm my facts. We have two accounts, one for myself & o e for my husband. I believe this is because we had two accounts with city phone so that is why we now have two accounts with Rogers. Perhaps the home ph was under our other account. Would you be able to review?

[Pauly]

hello Environment,

do you see the bar in my signature?  specifically where it says: "I'm not a Rogers employee"

so that should give you a hint.

keep escalating then

[Enviroment]

Yes, I was aware of your non-employment status. But, you indicated (incorrectly) that I missed the deadline. YOU ARE WRONG!

[Pauly]

just keep calling them then and escalate it.  maybe you did not miss the deadline, maybe the agent who tried to port your number missed something which resulted in your account incompletely being transferred or ported before the deadline. all it takes is one small mistake and it requries more work to fix. so keep calling and escalating