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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 ?

 

 

 

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528 REPLIES 528

Re: Cannot access MyRogers Account Details

Hello @NEILSMALE1 and @ElaineC,

 

I'm sorry you are experiencing this issue. When you are online, please send a PM to @CommunityHelps and we can certainly look into this issue for you. Has a ticket already been escalated for you? 

 

Thanks, 

RogersHassam 

 

Re: Cannot access MyRogers Account Details

OLDYELLR
I'm a Senior Advisor

@NEILSMALE1, @hopetindall Of course Rogers cares. However, they have created themselves a lot of problems with continuously fixing what's not broken and breaking it, especially when it comes to software. I don't envy the mods and sustomer service reps who have to try straighten out the mess.


Rogers PayGo. Location: S-W Ontario

Re: Cannot access MyRogers Account Details

lorne2
I've Been Here Awhile

Same here. After countless times not getting in during the past few months, I thought I'd take a break and then try again after a couple of weeks. Still getting the same error message that you received, which I've received every previous time I've tried to log in with my id and also with my father's. This website obviously needs a complete overhaul, because I've never seen anything like this on any other website. 

Re: Cannot access MyRogers Account Details

hopetindall
I Plan to Stick Around

Hi @OLDYELLR

 

Thanks for responding.

 

Agreed - I don't envy the reps either!

 

I've spoken to a few reps that know their stuff and were as frustrated as me! 

 

One even repeating, "I can't believe they just closed the ticket without making any notes!".  

 

But - can't dispute - a couple of folks here in the forums, a specific manager who handles escalations in the management team (who called me every Tuesday evening for a month until the issue was resolved), and someone in the OOP have proven themselves to really be the "voice of the customer".  I'm grateful for their caring and their advocacy.

 

Nobody is expecting perfection - but if Rogers could get more of their team members to be so great as the handful that have helped me and if they could align their direction to excel in customer service (and avoid some of the silly decisions that break things!) 😉 -  put together with their superb services - they would be even more successful!

 

PHT

Re: Cannot access MyRogers Account Details


@hopetindall wrote:

Hi @OLDYELLR

 

Thanks for responding.

 

Agreed - I don't envy the reps either!

 

I've spoken to a few reps that know their stuff and were as frustrated as me! 

 

One even repeating, "I can't believe they just closed the ticket without making any notes!".  

 

But - can't dispute - a couple of folks here in the forums, a specific manager who handles escalations in the management team (who called me every Tuesday evening for a month until the issue was resolved), and someone in the OOP have proven themselves to really be the "voice of the customer".  I'm grateful for their caring and their advocacy.

 

Nobody is expecting perfection - but if Rogers could get more of their team members to be so great as the handful that have helped me and if they could align their direction to excel in customer service (and avoid some of the silly decisions that break things!) 😉 -  put together with their superb services - they would be even more successful!

 

PHT


@hopetindall

 

I agree there's a lot of good and competent Rogers people on the forums, at Community Helps, and phone customer support. Unfortunately, they are all at the mercy of whoever in the food chain is responsible for fixing these issues. My personal issue started with not being able to see My Rogers account, then it went to the pop up window about linking accounts and stayed there. It's just over 6 weeks since this mess started after changing my user ID to my email address. A case number was opened almost immediately, but absolutely nothing has happened since.

 

The real issue for me is there is zero communication on the status of the case despite me asking about it several times. Seriously, what kind of PR is that? That is what reflects badly on Rogers. It just boggles my mind that Rogers does nothing to keep customers apprised of what's going on, despite their customers' evident frustration. I'm sure these issues eventually get to the point where customers simply leave. I know there are ways to escalate your problem and have read the rules about contacting the Office of the President and the Ombudsman. The rules, as stated on the Rogers web site, make it almost impossible to get to either entity. For instance, I can't contact either one because I have a case number and it has been escalated, as if that's of any use. It's easy for Rogers to tell you your case has been escalated but, when absolutely nothing happens after weeks have gone by, AND they can't tell you anything, it's just a joke.

 

Just imagine what it would be like if customers couldn't see their bank account info. It would be on the front page of every newspaper and news outlet across the country.

 

I've been a Rogers customer since 1979 and have never seen such incompetence. I have mixed feelings about Rogers right now. On one hand, I feel like packing it in and, on the other, I like my Rogers services, so it's a bit of a conundrum.Smiley Sad

Re: Cannot access MyRogers Account Details

barndoor
I'm a Trusted Contributor

@jimboden ...  Yup .... seems Rogers is about like Tim Hortons  .... it has become a status symbol for many  and it doesn't seem to matter how poor the service is or how much they detract from the quality of the product they provide, people stick with them .   As long as people buy in to it, why should they care ?  What are a few complaints ... put up something like this board  to resolve or redirect the issues of those that complain the loudest and you're good to go .  Smiley LOL

 

 

 

Re: Cannot access MyRogers Account Details

@lorne2,

 

We reached out to you a few weeks ago but did not receive a response to our CommunityHelps mailbox. Please send us a private message to @CommunityHelps next time you are online and we can help you resolve your issue.

 

@jimboden,

 

We have reviewed the status of your ticket. According to the notes the issue is not resolved. The back office team requests that you clear all cache and cookies before logging in and you should be able to access your information.  Please let us know if this works for you once you have cleared your cache and cookies and attempted to log in.

 

@RogersGabrielle

 

Re: Cannot access MyRogers Account Details

lorne2
I've Been Here Awhile

I tried to respond before but had trouble doing that as well and so I gave up. However, this time I think I was able to send a private message. 

Re: Cannot access MyRogers Account Details

@lorne2,

 

We have received your response. Please check your inbox when you have a moment.

 

Thanks!

 

@RogersGabrielle

Re: Cannot access MyRogers Account Details

@RogersGabrielle

 

Thanks. I'm well aware that my issue isn't resolved. I stopped asking Community Helps about the status long ago because I always get the same obvious answer, just as you have. As for cookies and cache,  I've done that a few times and it doesn't help. I fail to see how that is going to stop the link account loop issue. After more than 6 weeks of putting up with this nonsense, you would think that someone in the back end would have a clue by now about what's going on. The Community Helps people have my user ID and password, so they can replicate my issue any time they want. I even had the help desk do it on the phone, and they get the same problem.

Re: Cannot access MyRogers Account Details

@jimboden,

 

My apologies, I meant to write that the issue has been resolved, according to the case notes. The back office team requested that you clear your cache and cookies and try logging in.

 

Please try this at your convenience and let us know if it has been resolved.

 

@RogersGabrielle

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:


We're sorry! This account is already associated with <blank>  

 

It has now been 6 weeks, since the problem started and after multiple hours on calls and live chats with Rogers, still no resolution.  Was given the old "clear cache and cookies" line, which I did - knowing that this was not the cause of the problem.

 

Understandabily, I will not pay a bill without having access to the usage details.

 

So, my questions to Rogers:

 

- After over 6 weeks, what is being done to address this issue?

- Can you switch me back to paper billing until this issue is resolved so that I can at least see/pay my bill?

 

Re: Cannot access MyRogers Account Details

@RogersGabrielle

 

As mentioned, I've done the cookie/cache thing many times and it has never solved anything. Not sure why Rogers people here keep asking people to do it, but maybe it works sometimes.

 

On a brighter note, for the umpteenth time, when I got the no linked account message, I linked my account and it worked. Previously, it would always tell me the account number I was using was already linked. Obviously, this is the issue that someone has finally fixed. I'm not the only one and there's lots of people in the thread I started about this several weeks ago. I am going to post the solution there and hope it helps some others.

 

I never did hear back from Community Helps, which is kind of disappointing. Thank you for pursuing this. I really appreciate it. Smiley Very Happy

Re: Cannot access MyRogers Account Details

Thank you for updating the Community @jimboden!

 

We are truly happy to know that your issue has been resolved.

 

RogersSannecia

Re: Cannot access MyRogers Account Details

RogersMay
Retired Moderator
Retired Moderator

@menouda

 

Do you have a case already created? 

We can take a look into the status of this for you.

 

We can certainly update your billing preferences in the meantime while we rectify the issues with your MyRogers account.

 

Addressing the issues you’ve described involves accessing your account.

Next time you are online please send a private message to @CommunityHelps.

 

RogersMay

Re: Cannot access MyRogers Account Details

Hi,

 

Have been getting this message for 2 momnths.

 

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!

 

Have tried 3 browsers and clearing cache and cookies.

 

Your help is most appreciated.

 

Thank you

 

Re: Cannot access MyRogers Account Details

Hi @NW150000

 

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,

RogersHassam 

Re: Cannot access MyRogers Account Details

RishanM
I've Been Around

Hi, I've had this issue for a few months as well. I had a Pay As You Go phone and this issue started occurring a few months after I cancelled the plan.

Re: Cannot access MyRogers Account Details

OLDYELLR
I'm a Senior Advisor

@RishanM that will happen if when you have an abandoned account linked. If you can't unlink it, ask @CommunityHelps


Rogers PayGo. Location: S-W Ontario

Re: Cannot access MyRogers Account Details

 

@OLDYELLR,

 

Thank you for pointing @RishanM in the right direction to get assistance. We are happy to report this issue was resolved yesterday via private message.

 

Thank you for your contributions!

 

@RogersGabrielle 

Re: Cannot access MyRogers Account Details

Whenever I loggin to myrogers I am redirected to https://www.rogers.com/web/totes/#/underMaintenance. Is this what all users are experiencing or its just me.

 

 

 

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