6 Phone Numbers Later
8hrs in the Store (Manager is amazing and really above and beyond)
6+ hrs on the phone being bounced from coast to coast with no answers or ideas
Swapped Equipment from a 40mm to 44mm LTE model (just because)
6 burned eSims
Being told that Tier 2 said everything is fine with the provisioning and just go back to the store.
It still doesn't work.
This is what I know.
Rogers Provisioning System - if Companion is selected to "pair" the watch with my primary number, the watch DOES NOT GET LTE and an error message on dial out "Your Carrier has not approved use on this network". The watch does not get a phone number in the status screen, and just sits on WCDMA bands. Forcing to LTE the device just scans networks and doesn't lock to Rogers. Cannont make or receive calls even on the Watch Number.
If the Companion box IS NOT checked, the Watch will get it's assigned number, connect to LTE and be able to pass data, make calls and texts but on the watch number. Not the primary line number.
My current/primary line is RPP. Does anyone else having issues have an RPP plan as their primary number?
My guess:
Stores are to activate the device with SPP BUT if you have an RPP plan (like myself), under the "Wearables" tab where the rate plan is selected, there is no RPP Samsung Watch Plan. There is a RPP Apple Watch plan. Normally the plan would appear and the store can "LINK" the watch and primary number as shown in the setup documents.
Store has to call RSG to activate the watch and follow the process to the letter to "link" the devices when a consumer has an RPP plan. This information is explained as a troubleshooting step in a proprietary Rogers Technical Bulleting which I may not disclose.
I have a theory that something in the way the Watch Plan or RPP plan is built on the backend is preventing 1) The ICCID/EID of the watch to be authenticated on the LTE network thus resulting in the device not registering on the network and grabbing the required information to provision. 2) There is a flag or something missing in the account setup of an RPP profile acknowledging the eSIM is valid and not "sharing" this information with the switch resulting in the "dummy number" only being partially activated (reserving the CTN but not completing the actual activation).
I believe that IF anyone on Rogers does have the Watch working as it should (Over LTE and sharing the primary phone number) that they are NOT on an RPP plan. Rogers will NOT confirm if they have any of the devices currently operational on their network as advertised.
I have escalated the issue to the executive office because frankly, there is a huge training gap and front/middle tier reps don't seem to see that there is an issue and are not communicating or following up as they should.
This issue has now been going on for 12 days. Every ticket that was created was closed by "Tier 2".
They made a mess on my account and even deleted my Financed Tablet line during the process. Thankfully the Store manager had that all fixed before I ended up with a bill that would have been close to $500 over normal.
I respect growing pains are a natural fact of business BUT clearly, Rogers has done nothing to mitigate consumer frustration or invest in consistent messaging/training amongst employees.
When I worked for a MAJOR Telco - when we had a customer issue that couldn't be explained I did something that I feel every organization should do. I would create a dummy account and build it exactly as the customers and test the equipment on the live network as a customer would experience it. If I could duplicate the issue then it was escalated to the appropriate team. If I couldn't duplicate the issue then I would migrate the customer and equipment to that dummy account. If they still experienced the issue I would send technicians to test the issue off the customers fibre node on both the dummy account and live account. This is where I learned that what you see on the computer in front of you, isn't always what is actually happening in the background. Eliminate possible causes or narrow down where the problem is. In my opinion, it seems logical.
If this issue isn't confirmed as real with a time of resolution (even rough) my next conversation will be asking Rogers to let me out of my contracts on all devices so I can migrate to a competitor's services.
