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Accessing the online usage tool?

Patr1
I Plan to Stick Around

Today I tried to use the online usage tool and the rogers.com website somehow has lost my account details.  So that means I cannot use the usage tool to find out my current usage.  When I go to the page it says that there isn't an account associated with my profile.  That's obviously an error because up until a few days ago I was able to check my usage.  Now I have to enter my account details again?  No.  I don't think so.  From now on I shall be calling everyday to find out what my current usage status is.  I've got time, I don't mind.  Thanks Rogers for messing up my online experience yet further.

 

 

***edited labels***

1 ACCEPTED SOLUTION

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Re: Accessing the online usage tool?

Darkpaw
I Plan to Stick Around

I've had it tell me "There is no account linked to this subscription" when trying to use the online tool.  I have to close every open window of Firefox and restart it to get it to work (even rebooting doesn't fix it, because it caches the session ID). 

 

I've called Rogers on this, and they told me that they won't do anything because I'm using Linux and it's all my fault.

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23 REPLIES 23

Re: Accessing the online usage tool?

Patr1
I Plan to Stick Around

Tried calling again -- waiting on hold for 20+ minutes -- and was told it was a 'technical' problem that should be sorted sometime today.  Yay!  Not.

Re: Accessing the online usage tool?

Chris
I'm a Senior Advisor
The website does that from time to time or from time of day to time of day... Try again late at night or something.. Usually the servers are overwhelmed and just can't get the data...

Re: Accessing the online usage tool?

Darkpaw
I Plan to Stick Around

I've had it tell me "There is no account linked to this subscription" when trying to use the online tool.  I have to close every open window of Firefox and restart it to get it to work (even rebooting doesn't fix it, because it caches the session ID). 

 

I've called Rogers on this, and they told me that they won't do anything because I'm using Linux and it's all my fault.

Re: Accessing the online usage tool?

Chris
I'm a Senior Advisor
Next time pretend your using windows... Windows and OSX people have the same problem...

Re: Accessing the online usage tool?

Ressy
I'm a Reliable Contributor

@Chris

Its pretty bad you have to lie to a Rogers Rep to get service because they're so poorly trained.

Re: Accessing the online usage tool?

Chris
I'm a Senior Advisor
It took years of pretending my cable modem was plugged directly into my computer before I could safely admit I had a router in the mix. I wasn't about to move my entire desktop down to the basement to where the cable modem was..

Yes it is bad but it's reality.. It costs too much money to train people on every possible combination so instead they go with the most common.

That said they should have a small percentage than can help you and you should be transfered to them..

Re: Accessing the online usage tool?

Ressy
I'm a Reliable Contributor

I hated talking to Rogers Tech Support, because they always insisted my router was the problem, despite it working perfectly, and despite my tracerts, pathpings, and 3dtraces showing problems elsewhere. 

 

They just can't seem to understand that some of their customers know more about troubleshooting these issues than they do, and that these customers only call into Rogers as a last resort.  I hate talking to the script reading idiots at Rogers Tech Support.  I cheer if I manage to get someone who knows what they're doing.. 

 

I ended up talking to this one ID10T (seriously, they bleep THAT?) woman 2 weeks ago, who refused to assist me at all while I had my router hooked up.  Despite there being calls from my entire street about problems with the internet (random disconnections, slow speed, etc), despite them rolling Rogers trucks EVERY DAY to my street to attempt to find the cause of the problem for the neighbourhood, it was MY router that was the cause.  *shakes her head*  These people just don't get it.

Re: Accessing the online usage tool?

Chris
I'm a Senior Advisor

MAN... I can't believe your router took out the entire street!! 😉

Re: Accessing the online usage tool?

Patr1
I Plan to Stick Around
Thank's for the insight Darkpaw -- I stupidly never thought of restarting FF, and will try that next time it happens.  They did admit that it was a problem on their end and had it fixed by the next day.  That *****BLEEP***** meter is an abomination.

Re: Accessing the online usage tool?

Lar123
I'm a Reliable Contributor

@Ressy wrote:

 

They just can't seem to understand that some of their customers know more about troubleshooting these issues than they do, and that these customers only call into Rogers as a last resort.  I hate talking to the script reading idiots at Rogers Tech Support.  I cheer if I manage to get someone who knows what they're doing.. 


 

I have similar experiences with the dail-up tech help. But then we have to expect anything "dial-up" to be a little slow.

 

I like the one "OK I need to take over your computer to diagnose the problem".  Not on your life bro!...geeeesh !

I been building, putting together, and troubleshooting computers since the 6800 CPU came out wth 384 bytes, in 1972. When I call I am 99.9% sure it's a Roger's problem and I hate being told to unplug my refrigerator and spin around three times to improve my boot-up success.

 

Yeah, I hear you, but it is hard for them at that end also. They keep most of them in the dark with respects to the system problems so they have to pull BS out of their sleeves. There is always a stigma that passing the problem to somebody more knowledgable on that issue is a personal failure and will go on their PAR report and on they won't get rehired on the kindergarten co-op school  term.

 

My refrigerator receptical is worn out now though and I need to get one before the stores close. Have to run.

 

Re: Accessing the online usage tool?

ethos
I've Been Here Awhile

I've had the same issue with the usage tool. No access now for three days. I had to call tech support to find out what it is. Because the phone support for the site was cancelled (phone no. gets you a recording), there's nothing they could do as they, too, have no way of communicating with the site-people (and I, at least, am not installing rogers software on my machine, so chat help is also out).

 

I re-registered my account, as was requested (in error), but that did nothing except erase all the past usage history which was viewable until then. Current usage, however, remains not available.

 

I would not even notice this cost-cutting change (canceling the site phone support) if my usage details still worked. The only thing I want from a MyRogers account (usage details) I now don't have as they seem to have gotten screwed in these changes.

 

Will usage details it return? Who knows.But they did not work half the time, anyway. Website also was crawling today.

 

I'm really unhappy with the Rogers wbsite. If I'm going to be gouged for my 125GB, at least set up a seperate text webpage with my usage details on it. Instead, I get all this fancy stuff which I don't need, and the only thing I do need (usage) I have no access to?

 

I'm beginning to think maybe the reason only the usage is now missing from my account is because rogers wants me to go over, so that they could _really_ gouge me with penalties. They definitely get a lot more money from me; it is in their interests to keep the usage details unavalible from me. At least until I become fed up and leave.

 

It's simple: if an isp imposes (gouging or otherwise) usage limits, give the customers access to said usage. Truly aggrivating.

Re: Accessing the online usage tool?

dbrown20191
I Plan to Stick Around

I agree with you Ethos. There's no excuse for the online usage tool being unavailable. At the very least Rogers should offer an online explanation as to WHY it's down and the expected uptime as any other responsible service company would. Don't know who's running this organization but the character of Basil Fawlty does come to mind.   

Re: Accessing the online usage tool?

RogersErin
Community Manager (Retired)
Community Manager (Retired)

@ethos, @dbrown20191,

 

Hi,

 

Thanks for your patience.

 

Please send your full name, phone number where you can be reached and area of residence to forumsupport@rci.rogers.com.

 

Re: Accessing the online usage tool?

egreer2
I've Been Around

I have had the same problem.  I can't view my usage at all.  This is VERY frustrating as it has been like this for many days.  I have checked the site many times through out the day and night.  I believe that the "myRogres" must be having some massive technical issues since this seems to be happening to many people.  I sure hope they get this fixed!  I just cancelled my rogers accounts since I will be moving at the end of the month.  I do intend to go back to Rogers but this is kind of giving me some doubts.  :S  Thanks for your post!

Re: Accessing the online usage tool?

The usage meter is down at the current moment.  To check your usage without calling in you can also use our Live chat support which is available 24 hours a day via the following link http://echat.rogers.com .

 

Re: Accessing the online usage tool?

@Hemal

Contacting a Rogers CSR on the phone or talking via live chat can be a real headache. The usage tool is unavailable far too often. What a novel idea it would be for Rogers to waive the overage fees in months where the usage tool is often unavailable. Just think of the customer goodwill that could be created.

Re: Accessing the online usage tool?

Darkpaw
I Plan to Stick Around
@Hemal:
Also, the online chat is only available to Windows users. So no good to those of us on Linux.

Re: Accessing the online usage tool?

darksteel88
I Plan to Stick Around

Yeah, the usage tool shouldn't go down so much. There are some of us that rely on it to make sure we stay within our limits. I don't want to accidentally go over, have no clue that I've gone over, and get charged 50 bucks.

 

I don't want to have to call it in every time either, you spend 20 minutes on the line just to talk to someone and they're not always helpful, in my experience.

Re: Accessing the online usage tool?

The Usage Meter is now working and should be available once you sign into www.rogers.com

Re: Accessing the online usage tool?

 
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