cancel
Showing results for 
Search instead for 
Did you mean: 

Cannot access MyRogers Account Details

oper8
I've Been Here Awhile

I can longin to MyRogers site but when I select "Account Overview" in order to see my services I get the following message:

Sorry, we're unable to retrieve your services details at the moment. Please chat with a Care Representative for assistance.

I went to chat and called support several times but nobody told me what is the problem. I tried several browsers and diferrent computers but got the same message. This CLEARLY a problem from My Rogers portal since the site was upgraded. Can anyone tell me when will this be fixed ?

 

 

 

***Edited Labels***

 

528 REPLIES 528

Re: Cannot access MyRogers Account Details

Good Afternoon @ajbear1,

 

Thank you for updating the Community and letting us know your issue has been resolved.

 

Happy to hear you will continue visiting us here Smiley Happy

 

Cheers!

@RogersGabrielle

Re: Cannot access MyRogers Account Details

aj_12
I'm Here A Lot

Hi All,

 

 It's me again from the Oct/Nov billing issue. I just wanted to tell you about my major Wireless problems (separate account) which is sort of fixed but not entirely fixed. 

 

 Here is how it all began.

 

 During the month of Sepetmeber, I decided to add a line to my Share Everything Plan because both me and my partner was travelling outside of Canada and we wanted to benefit from the "Roam Like Home" feature. This was also the same event that triggered the Oct/Nov billing issue since her wireless was removed from the other account.

 

 Everything looked smoothly for the days we used the new feature until we got back home. I checked online and noticed that the plan was incorrect because of the data and I got them fixing this. However, since I can't see the changes right away, I waited a few more days and then noticed that they switched my plan to a Talk/Text with no data which just made it  worse. Both of these events then triggered a negative value bill on both this account and the Oct/Nov account (don't know how but I'm guessing it's because accounts are linked to phone numbers). After I got that fixed again, they screwed up my data once more and after many more tries, I had a stable bill :D.

 

At the end of October, I noticed that the Share Everything Plan was beneficial so I decied to add my brother to my account. He was with another company so I was told the phone needed to be ported over and this is where everything got chaotic.

 

 I went online and started using the chat to ask a few questions about porting over a number, how much it will cost , etc. Unfortunately, because of their lack of training and with no consent, the Tech (or so they are called!), ported over the number ontop of my existing number and here is what he told me (not exactly word to word but I remember most of it): "I have now ported over the number temporarily onto your phone. Once you received a new sim, we will switch back your number" (something like that).

 

 So I decided to go down to the Rogers store since I now have my brother's phone number and my brother's line was disconnected (ALL BECAUSE ROGERS TECH SCREWED THINGS UP!!!). After leaving work for lunch and will never returned (4hrs wasted), I got to the store and the tech told me why I didn't come to them first instead of doing it online since my number was completed removed and they can't do nothing about restoring it (IT HURTED a bit since I had that number for 7+yrs). Finally after tech after tech, I was able to get to someone on the phone but I had to talk to them out of the store since apparently, you cannot talk to another rogers rep while you are in the store that is not part of the store (Does anyone know if this is true?). The person then told me the same thing as to why I did it over chat and not calling? What surprises me is that everytime I call, they always send me to chat which is so annoying but now I always stick to saying that I had bad experience and don't want to use chat service.

 

 The rep then asked me the usual questions that I already went over with the store rep and finally I was passed onto an acutal Tech (Rogers do have some that are experienced). Apparently, my number was moved to some location where they are stored but can never be used again (the magic of porting a number over). After a good 2+hrs, they were fianlly able to restore my number by creating a new number and porting my old number onto that one. Then I got a new sim and everything was sorted out and working. Felt so relieved!

 

Then came my November bill and this is where I currently stand. Apparently, everything on my account is now linked to my brother's number. So far this is what I noticed:

 

  1. Flex tab - It is now fixed since I'm sure Rogers didn't want to give me a free phone :D.
  2. Account Name - Not fixed. Never shows up as my name.
  3. Sure tap - Not fixed. Although neither of us has the suretap sim because we both had to get new sim, the suretap add-on still shows on his number when viewed online.
  4. Spotify - Not fixed. Still linked to his number.

 At the moment, I still think that 75% of stuff is still linked to his number but it's very hard to verify since MyRogers information is very limited. What also concerns me is that my number was recently recreated so do I lose the status of Rogers Loyalty and have to start all over again? Or is this based off of account number rather than phone number?

 

 I did sent in a ticket regarding all of these issues so I hope they are actually looking into it. With all this time spent on both my accounts and the stressed encountered, I hope they fix and maybe make it a lot less simpler in the future (don't want to ask for a discount :P).

 

 Also, I honestly would advice everyone to be careful which tech deals with your account (I personally don't like the chat session yet it so much more convenient) because they can do terrible damages to it.

 

Thanks.

Re: Cannot access MyRogers Account Details

Holy moly!

 

 A number should never be ported over until there's a temporary number available for it to be put onto (which you would get from a new activation). I mean, unless you wanted to get rid of the old number.

 

Once a number is deactivated, it's held for 90 days before being put back into the general pool of numbers for someone else to use. That's done for just this reason, or if someone changes their mind. So thank goodness you were able to get it back.

 

@CommunityHelps can you come and assist @aj_12 with fixing the rest of his problems?

Re: Cannot access MyRogers Account Details

Hello @aj_12,

 

Welcome to the Community Forums!

 

We're sorry to hear you've had so much trouble bringing over your brother's line to your Rogers account. Typically it is a seamless process. 

 

I'm happy to hear that we are working towards a resolution for the issues you are having and that a trouble ticket has been created.

 

 If you would like an update on your ticket, please feel free to contact us via private message @CommunityHelps and we can have a look at the progress for you.

 

@RogersGabrielle

Re: Cannot access MyRogers Account Details

Hi @RogersGabrielle or @CommunityHelps,

 

 Would you mind sending me the ticket number that this is actually being looked at? As mentioned before, I had bad experience with the ticketing system.

 

 I also noticed that I can't get to MyRewards points (when I click on Rewards->Browse/Membership/MyWishList, it just shows the loading gif. However, on my other account, the points system works fine).

 

 I suspect that this is happening because of the account issues.

 

Thanks.

Re: Cannot access MyRogers Account Details

Hello @aj_12

 

 

I’d like to help in getting your issue resolved. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

 

Thanks!

 

RogersSannecia

Re: Cannot access MyRogers Account Details

kalvinng
I've Been Around

I have been getting this error message on my android app and online since late August, and it is now December ... I CANNOT DO ANYTHING!!!  Don't tell me to try difference browsers or restart computer, you guys know it is not my problem as this is all over the internet. I need this fixed NOW, 3 months has been way too long.

 

"Looks like you’re trying to access your services through MyRogers. We apologize, unfortunately the information you’re looking for is temporarily unavailable. Please check back later and thank you for your patience!"

 

 

Re: Cannot access MyRogers Account Details

Woo hoo! At least one thing is working. I received my email bill overnight. When I sign into my account, now I don't get the link nag, just jumping bars, nothing else. Man, this is great progress. Time to celebrate. Smiley Surprised

Re: Cannot access MyRogers Account Details

barndoor
I'm a Trusted Contributor

jimboden wrote:

Woo hoo! At least one thing is working. I received my email bill overnight. When I sign into my account, now I don't get the link nag, just jumping bars, nothing else. Man, this is great progress. Time to celebrate. Smiley Surprised


 

Oh surely there is something wrong on your end then  .... have you changed browsers , cleared your cache, shut off your pop up blockers, spun four times to the right and three to the left   or . . ..  . .  .

Re: Cannot access MyRogers Account Details

I spoke too soon earlier. The link account nag is back again. Smiley Sad

Re: Cannot access MyRogers Account Details

Just received a PM from Community Helps advising me the case has been escalated higher up the food chain. Sounds good to me. All I can do is hope for the best.

Re: Cannot access MyRogers Account Details

barndoor
I'm a Trusted Contributor

jimboden wrote:

Just received a PM from Community Helps advising me the case has been escalated higher up the food chain. Sounds good to me. All I can do is hope for the best.


 

This is after two weeks right .... if your plumber.... mechanic... electrician  ....worked at that speed , would they still have a job with you ?

Re: Cannot access MyRogers Account Details

menouda
I've Been Here Awhile

On November 19, I received an email from Rogers promoting a contest to win a credit of my monthly bill. The email was later confirmed by Rogers to be legit.


I clicked on the link in the email that directed me to the Rogers website. When I attempted to login with my usual username, the page directed me to change my username to my email address, which I did.

 

Now whenever I login to my profile, I receive this message:

 

“We noticed you don't have a Rogers account linked to your MyRogers profile. Link an account to get the most out of MyRogers.”

 

When I click on the “Link Account” button, I am asked to enter my Account Details (Wireless/Cable Account, Account Number, Postal Code) and Billing Preferences (Online Billing/Paper Bill).

 

After I enter the requested info and click on “Link Account”, I receive this message:


“This account is already associated to a MyRogers profile. Please log in to that profile to manage the account, or for assistance connect with a Customer Care representative via Live Chat.”


When I attempt to login into my profile using my original username, I receive this message:


“We’re sorry. Your username/email address is invalid. Did you change it recently? Please try again.”

 

It has now been 2 weeks, since the problem started and after multiple hours on calls and live chats with Rogers, still no resolution.

 

Is anyone else having this issue?

Re: Cannot access MyRogers Account Details


@barndoor wrote:

@jimboden wrote:

Just received a PM from Community Helps advising me the case has been escalated higher up the food chain. Sounds good to me. All I can do is hope for the best.


 

This is after two weeks right .... if your plumber.... mechanic... electrician  ....worked at that speed , would they still have a job with you ?


@barndoor

 

Yes, it's over 2 weeks already and the answer to your question is not a chance. Let's just say that Rogers is close to losing a very long time customer. I think their support is pathetic, which is not to say I don't appreciate the help from mods and Community Helps. They are also at the mercy of whoever is truly responsible for fixing these things. There never seems to be a sense of urgency, and everything moves at a snail's pace. I even suggested how they should be able to fix this problem, because I know what caused it.

Re: Cannot access MyRogers Account Details

@menouda

 

I have exactly the same problem, word for word. If you read more of this thread, you will see many similar comments. My issue has had a case number for several days, but nothing has happened to fix it. Right now, I'm stuck on the link account pop up screen and can't do anything except go to the forum. I've been in contact with Community Helps since day one and my case has apparently been escalated, but everything's moving at a snail's pace.

Re: Cannot access MyRogers Account Details

rude19
I've Been Here Awhile

I've been unable to access My Rogers for several days now.

 

"Looks like you’re trying to access your services through MyRogers. We apologize, unfortunately the information you’re looking for is temporarily unavailable. Please check back later and thank you for your patience! "

 

As I am in the process of migrating to a business plan, any help would be greatly appreciated.

 

Thanks.

Re: Cannot access MyRogers Account Details

menouda
I've Been Here Awhile

The Customer Care Manager I spoke to yesterday, mentioned that there are 'others having the same problem'.  Looks like the Rogers Technology group didn't properly plan/test their Username/Email Migration project.  We might have to wait until their next maintenance window before the problem is resolved.  No idea when that will be...

Re: Cannot access MyRogers Account Details


@menouda wrote:

The Customer Care Manager I spoke to yesterday, mentioned that there are 'others having the same problem'.  Looks like the Rogers Technology group didn't properly plan/test their Username/Email Migration project.  We might have to wait until their next maintenance window before the problem is resolved.  No idea when that will be...


@menouda

 

No kidding. I've been with Rogers for a very long time and can honestly say I've never seen them implement a change that worked as it's supposed to when released. Someone at Rogers should get educated about the importance of functional and integration testing and making sure internal people on the project are doing their job. I have managed some very large IT projects in my life. The majority of them were with one of the large banks and, trust me, this is CRITICAL. There are many steps that need to be taken in a project to ensure the deliverable is tested 6 ways from Sunday, as the old expression goes. There should also be a contingency plan to back out a new release ASAP if there are any significant issues with it. Rogers just implements its mediocre efforts and lets the customers deal with it. There are lots of examples of that. I'm sure glad that I don't have a Nextbox 3 with the new Navigatr as a perfect example. I'm glad I still have my trusty 11 year old SA8300HD which is still going strong. The only thing I've had to do over the years is replace the original hard drive, which died after 10 years.

Re: Cannot access MyRogers Account Details

BS
I'm a Senior Advisor

I wonder if Rogers is ever going to get the point that a major part of quality customer services, is yes, do train your representatives to listen and attempt to meet the customer needs, but more important, is creating applications, interfaces, devices, and services that are reliable, intuitive, and work with only minor bugs that then get fixed quickly.  And if it can't be dealt with quickly, always have a rollback contingency in case it goes real bad.

 

I too have been with Rogers for a long time, have generally had very reliable and predictable services, with the occassional misscommunication or implementation of the codes to change a component of my services, always fixed well.  

 

Many years back when they implemented an upgrade GTA wide to the Internet systems to make them faster and handle more load, that failed badly and I was without services for a few weeks, when I said, forget it, I am just going to cancel.  They lost huge numbers of customers on that one. I had the most priceless discussion with a technical support that time - check with your neighbours and see if they are having issues - had to say, none of my neighbours had Rogers, they had all moved, I was the last one. I dumped my Internet and kept Cable.

 

Over the last year and a bit, I have dealt with errors in making changes to my accounts, because the internal systems do not let them "roll back" when an error on their side, or poor communication occurs, browser interfaces that don't run reliably, the ongoing difficulties with MyRogers and Bill formats, and yes, lucky me - I have the Navigtr issues to deal with too.

 

So, I am reaching my limits - I have spent many hours here, and in chats, and with various levels of service and tech reps, all the way to OOP, and to CRTC.  Most issues have been dealt with fairly in terms of errors in plans and pricing, but the inability to fix technical issues in a timely manner is rampant across all services right now.

 

It is time for them to take a serious rethink on how they go about implementing things before they become another Novell, Nortel, and many other companies who tried to move too fast with modern technology implementations and got in over their heads, which I honest believe that Rogers is in way over their heads. When you consider that Bell has been at their infrastructure change since 2010, and does still have some minor issues, they took their time to get it generally right.

 

How many changes in service models have we been through with Rogers in the last year.  Too many to count, and how many have gone well.  Unfortunately none of mine.

 

I have been a strong advocate for Rogers for years, with a high level of services, interacting only to deal with a failed remote - change it at the store, and to review plans at the end of each terms.  In between, I was generally silent and enjoyed my access to quality service that met my families needs very well.

 

I can no longer make that claim - So Roger's (if this is being red by senior people or fed up to you), please take stock of the state of your current services, and decide what you want to do well and get it all running well.

 

Would like to not be thinking about leaving, just want to enjoy my telecom, Internet, and video watching needs in a reliable manner.

 

Bruce

Re: Cannot access MyRogers Account Details

Good Afternoon @kalvinng,

 

 We would like the opportunity to take a deeper look into your MyRogers account and help you resolve the issue.

 

I’m going to send you a private message from @CommunityHelps. Please check our message via the envelope icon that appears on the top right-hand side of your screen when you are logged in to the forums.

 

@RogersGabrielle

Re: Cannot access MyRogers Account Details

jimboden
I'm an Advisor

@BS

 

You and I think alike. Very well put.Smiley Happy