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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

conech123
I've Been Around

I log in My Rogers account and it appears the mesage for months: 

 

"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!"

 

I'm frustrated! 

Re: Cannot access MyRogers Account Details

Hello @conech123

 

Thank you for your post and welcome to the Forums.

 

We can definitely understand your frustration.

 

We’d like to help in getting your issue resolved. Please send out a Private Message via @CommunityHelps  the next time you are online and we can look into your situation further.

 

Looking forward to your response.

 

RogersSannecia

Re: Cannot access MyRogers Account Details

Asakha1
I've Been Here Awhile

Oh ! Wow !  I've been able to log on and see my data usage finally !  But only 'cause I try everyday.  No one at Rogers seemed to know or dare to inform me...  Or is it because it will no last long ?

Re: Cannot access MyRogers Account Details

I have not been able to sign on to My Rogers account for the past 4 months . It always gives me a error message saying it is not available 

Re: Cannot access MyRogers Account Details

Hello @ nhisilebo

 

Thank you for your post and Welcome to the Forums.

 

I can certainly understand the inconveniences of not having access to your MyRogers Account details.

 

We’d liked to help in getting your issue resolved. Please send out a private message via @CommunityHelps the next time you are online and we can look into your situation further.

 

Looking forward to your response.

 

RogersSannecia

Re: Cannot access MyRogers Account Details

I find it funny when I see a message from a Rogers person in here asking "oh next time your online please private message blahblahblah such and such.  Why not fix the problem for all of us instead of just offering to help those who just happen to complain in these forums.  How many other people who may not even know this forum exists are having the same issues.  Rogers! Fix this for all of us! Not just the select few that you deem worthy of fixing their problems.

Re: Cannot access MyRogers Account Details

hopetindall
I Plan to Stick Around

The honourable and helpful thing to do to would be to post or tweet a general update so that everyone affected knows this is being worked on and whatever estimate there is to address the issue. (Note I'm not asking for a fix on an impossible or unrealistic timeline, just an update).

 

Also - while none of us are asking for perfection, some honesty and respect in acknowlodging the problem and giving an ETA would go a long way to reassuring us all that Rogers (who in my opinion are generally a great company with great products) actually care about the customer and are willing to forthrightly engage.

 

Thanks,

PHT

Re: Cannot access MyRogers Account Details

I agree, Hopetindall, and I finally received an honest update from a customer rep on the phone last night. He acknowledged that this problem is more widespread than they originally thought and probably had something to do with the recent account migrations. He's been told that a fix can be expected in 5-10 business days. I think that's way too long but, like you, I at least appreciate that we're finally getting updated on the problem.

Re: Cannot access MyRogers Account Details

hopetindall
I Plan to Stick Around

🙂

 

Agreed. Even if things take longer than 10 days (and I hear from a trusted source it's possible it might for some folks) - then transparency with an honest effort can cure many ills.

 

At least I'm not as angry as I was towards the end of last week.  😉   For some of the weekend I was seriously looking at just cancelling and moving to Public Mobile/Telus (even though I'll readily admit their network isn't as good imho).

 

PHT

Re: Cannot access MyRogers Account Details

xxXtina
I've Been Here Awhile

its been now two weeks for me.    i changed userid to my email back in Nov i believe as i was prompted to do so.    i could still access myrogers online AND the rogers app still was working fine on the phone.

 

then POOF!  About two weeks ago all of a sudden i was hit with "we noticed you do not have an account linked with this profile...... please link.....etc"  and when i do,  it says there is already an account linked.   and it just loops.

that same day, the myrogers app on my phone started displaying "we're having some difficulties....cannot display your details right now... try later"

 

no doubt 1000's are affected.     would be nice for something that was mentioned above about a public notice on the website about this 'outage'.

 

i really would like to see my bill and its details and my usage instead of just some $ amount that is emailed.

getting annoying that weeks and weeks have gone by with no update or not one single person (Rogers) has come up with a solution or an update that is valid enough for any HINT of progress,  OR validating there is an outage.

Re: Cannot access MyRogers Account Details

BTW, I forgot to mention that during my conversation with the Rogers rep, I learned that Rogers is no longer charging $2 a month for paper bills. So maybe the solution for some is to simply call them up and request a paper bill. 

Re: Cannot access MyRogers Account Details

same problem here

 

i have 2 number with rogers, 1 monthly payment and 2nd pay as you go which my wife use it.

this year i was able to login to myrogers and choose the account that i want to check.

it was working great, i was able to download and print bills for company expenses. but last week, i was only able to get into my pay as you go account. Unable to choose account, like only one account was in myrogers profile.

but i tried to link the account again but keep getting This account is link already.

contacted live chat. they said they will look into it

but one week later still nothing.

even my iphone rogers app cant get into my account to check my data usage.

 

i am surprise that we did not hear this problem from the news. i guess it is not everyone has this problem

if this was goverment company, i am sure it would be in the news for sure.

 

i have been a customer with rogers for at least 15 years, never complaint in the past. this is the first time

if they cant fix this before the new year. maybe it is time for change.

 

 

Re: Cannot access MyRogers Account Details

Ross_W
I Plan to Stick Around

I have a similar problem where I cannot log into MyRogers but the account is still there. When I try to log in, it asked me to link the accounts meaning my Wireless and my recently added Rogers hi speed internet from switching from Bell.I have a Rogers Yahoo Mail account that works fine on my iPad Mac and iPhone.they told me it would take about 2 weeks to reset.I was on a chat tonight and was told an email would be sent with a 4 digit code and a form to fill out,but I never got it.I was on ebilling,so now to be sure I pay my bill,I will have to call for the amount if this isn' fixed soon.Have you heard of accounts getting corrupted from trying to link accounts?

Re: Cannot access MyRogers Account Details

I paid what my email said my bill was.  I hope that Rogers actually applies this to my account.  I know that that's wishful thinking.  I'm willing to bet that I'll have some extra fees on my next bill. I still can't see my usage, so i turned off my mobile data.  It's funny because I had changed my plan to up my usage amount.  Ironically I won't be using it.

Re: Cannot access MyRogers Account Details

If you pay your bill (online, via your bank, in the rogers store, etc) to the right account number.. it should apply to your account (may take a few days to show as paid though)

 

That bill if it has been posted like that, will be what it is.. no extra fees on that specific bill.

EG:  Your billing cycle lets for an example goes from the FIRST of every month.
Your usage cycle, should be the exact same.  So as of the 1st, your usuage should be back at ZERO.

You usually get your bill posted to you, within 7 days after your billing cycle... (as far as i am aware, this is also so it gets time to collect the last day or so's usage to properly post to the account, so they can calculate any overages, etc).

If that bill doesnt have any overages on it, there shouldnt have been any on that month... as far as i am away.

Re: Cannot access MyRogers Account Details

hopetindall
I Plan to Stick Around

If you're not using your services that you have paid for because of the risk; I would definitely ask Rogers to make things right if I was you. (some kind of account adjustment)


As well - although I'm not likely to go over my data myself - if I were - I think it would be reasonable to ask Rogers to cover any accidental overage given the lake of usage reports at the moment.

Re: Cannot access MyRogers Account Details

poochgirl
I Plan to Stick Around

Really can't pay a bill when you can't access it.  Been set up to received my bills online for years and years.  I am fully aware of when my bill due date is...but WILL NOT be paying it until Rogers get their stuff together.  At this point in time, I don't trust that they will be billing me properly....just my opinion

Re: Cannot access MyRogers Account Details

1219
I've Been Around

I've been having a crazy problem. I literally can't talk to a person unless I go into a store or agree to pay my crazy bill. This bill is nuts, I've had to talk to four different agents about it, I'm on a 4 gig family plan and I can't get the bill under $140 a month. So when my 3 year contract was up, I tried to disconnect the account online, but instead it just disconnected the account from my "myrogers" account. Now I have a my rogers account without a phone connected to it and cannot access any services from any of the rogers customer services until I agree to pay the bill, which I've been trying to cancel for two months but don't want to agree to pay it until I know I can cancel! These guys are trapping me and I can't talk to a human being until they can sit back on the crutch that I agreed to pay them and there's nothing I can do about that.

Re: Cannot access MyRogers Account Details

Good Afternoon @1219,

 

Unfortunately at this time you are not able to cancel an account through MyRogers. In order to cancel your services you must contact the cancellations department by calling 1-888-764-3771. 

 

If you are interested in being able to view the details of your services on MyRogers again, all you would need to do is log into MyRogers, go to the profile section, then click on add/remove account and add your account number. 

 

Let us know if you have any trouble!

 

@RogersGabrielle

Re: Cannot access MyRogers Account Details

Hey @1219

 

Your situation sounds a little odd. What do you mean you can't access anything from customer service until you agree to pay the bill? An outstanding bill doesn't prevent you from being able to call in and discuss the bill and why it is so high. Granted, the process for cancelling an account with an outstanding balance is a bit different as you need to make arrangements to pay the balance before you can cancel it. But you should be able to talk to a human being about the bill. Just contact customer service.

Re: Cannot access MyRogers Account Details

I'd like to activate a new SIM card, but I can't access MyRogers; I get this message:

"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!"

Please help!