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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

 

Hello, @asdffagd

 

Welcome to the Rogers Community Forums! Smiley Happy

 

Thank you for posting your concern, I appreciate your patience. The error message you've posted is usually a result of inactive account in the MyRogers profile. 

 

Addressing the issue involves in accessing your account, I’m going to send you a private message from CommunityHelps. 

 

Once you are logged into the forums, please click on your avatar which in on the top right side of the page and then on the envelope icon to access your messages. To learn more about our Private Messaging system, please click here.

 

Alternately, you can follow the link to access your Inbox.

 

Cheers,

RogersMoin

Re: Cannot access MyRogers Account Details

heihei
I Plan to Stick Around

"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!"

 

This has been for months!!! What's going on there!!!

 

I tried FireFox, IE and Edge. None of them works.

Re: Cannot access MyRogers Account Details

Good day @heihei,

 

Thank you for your post!

We're truly sorry about the problems you have been having with your access to MyRogersSmiley Embarassed

 

  • Have you recently made any changes to your services before it stopped working?

If there is an inactive account number linked to your online profile, this may cause issues when trying to view any details. It is therefore ideal to remove the inactive/cancelled account number from MyRogers.

 

If you do not have access to the "Profile" tab, please send a Private Message  @CommunityHelps next time you are online. We would love to help you resolve this issue.

 

RogersMaude

Re: Cannot access MyRogers Account Details

heihei
I Plan to Stick Around

This is blocking home security installation now. Please help. They can delete my account and let me register a new one.

Re: Cannot access MyRogers Account Details

 

Hello, @heihei

 

We can definitely help, since addressing the issue involves in accessing your account, would you please send us a private message at @CommunityHelps as mentioned by @RogersMaude in the previous post, thank you. 

 

Our private messaging system is explained in this blog

 

Thanks,

RogersMoin

 

Re: Cannot access MyRogers Account Details

jwong29
I've Been Here Awhile

Hi,

 

I cannot access to my account overview page but the same error 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.

 

Thanks

Re: Cannot access MyRogers Account Details

 

Hello, @jwong29

 

Welcome to the Rogers Community Forums! Smiley Happy

 

Thank you for posting your concern in the Community. The error could be the result of recent account changes or due to an inactive account listed in your profile as mentioned in the message 507

 

If you are not able to access the "Profile and Settings" tab, please send us a private message at @CommunityHelps. Our private messaging system is explained in this blog.

 

Cheers,

RogersMoin

Re: Cannot access MyRogers Account Details

jwong29
I've Been Here Awhile
Thanks RogersMoin, I will send a private message to @CommunityHelps shortly.

Re: Cannot access MyRogers Account Details

biohussein
I've Been Around

 

Hi,

Like others here, since April 2015, I can longin to rogers.com but when I select "MyRogers" I get the usual message:

https://www.rogers.com/web/totes/#/underMaintenance

"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 very disappointed with how this problem is handled by Rogers. If there is an error, we should see "System Error: Please contact customer support"  not "Temporarily unavailable. Please check back later and thank you for your patience!" with an underMaintenance link .

After 13 months of patience, waiting for maintenance to be completed, and many "checking back later", I went to chat and called support several times and I went through all the "we will send you a secure link in order to obtain your account information ..." and the "someone would call you back ..." or the "transferring you to my colleagues ..." many times, but never with a solution. I tried clearing cookies, several browsers, different computers, my iPhone app but got the same message.

With Rogers, in order to view your bills or to make any payments online you should be able to login to a working MyRogers account, and if you could not, you have to pay late charges or pay in advance more than what you expect.

I've seen many other forum posts with this issue, and I am left wondering, what is the root problem going on here for 13 months with underMaintenance link that leads to so many people having to deal with this issue.

I believe the problem is with MyRogers portal. So once again, very disappointed.

Thank you

 

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Re: Cannot access MyRogers Account Details

heihei
I Plan to Stick Around

Hi guys,

 

I just called Rogers and this time I am lucky because the techinical support girl whose name is Patrice really knows to how to fix it. Actually it is because I had a very old Pay As You Go account which hasn't been used for a long time. As soon as she deactivated/deleted that account, everything is back now. Not sure if you guys have the same situation. But if so, you can mention this when you call Rogers techinical support. And you should better use a different email address for Pay As You Go account.

Re: Cannot access MyRogers Account Details

Hayward
I Plan to Stick Around

I have been reading about Rogers website sign in issues being solved.   Well not so on our end.   Trying to sign in on Rogers website has been very difficult of late.   I called Rogers and was told nothing was changed.   Well something isn't right.    It isn't solved!    There is still problems signing in.   When the colored logo or whatever it is called after entering our password it freezes   Every other website we visit works fine.   We appreciate Rogers service 99.9%.    Just the one per cent with the sign in page needs to be corrected.

Every customer is important, so we (my husband and ) would appreciate this being looked into.   Thanks for your time and consideration!

 

Re: Cannot access MyRogers Account Details

Good evening @Hayward,

 

Welcome to the Rogers Community Forums! 

 

Thank you for your post. The error preventing you from accessing your MyRogers online profile could be caused by recent account changes or due to having a cancelled account listed in your profile as mentioned in message 507

 

If you are unable to access the "Profile and Settings" tab, we might need to take a deeper look into this for you. Once you are back online, please send us a private message at @CommunityHelps.

Our private messaging system is explained in this blog.

 

Regards,

 

RogersMaude

Re: Cannot access MyRogers Account Details

amardeepsingh
I Plan to Stick Around

I had a corporate account for wireless which got moved to a consumer share everything account.  I added the new account to my profile and removed the old ones, but now the "Manage My Device" and 'My Wireless Details' sections of the My Rogers website don't load.  They just show a progress animation forever. I've tried multiple computers of different OS' and different browsers (Chrome, Firefox, Edge) including clearing cookies.  The 3 chat support reps I spoke with were not helpful.

 

Is this something that should sort itself out after my first billing cycle on the new account, or is something else wrong?

Re: Cannot access MyRogers Account Details

cyberbill
I've Been Here Awhile

My cable/internet/phone account isn't showing up under "My Rogers", how come??

Re: Cannot access MyRogers Account Details

Good day @cyberbill,

 

Thank you for your post!

 

Did you recently change account number, moved to a new address or deconsolidated your account?

 

Could you access the "Profile and Settings" tab, to see if the 12-digit account number for your home services is still linked to your MyRogers online account?

 

If you do not see it there, we might need to take a deeper look into this for you. Please send a private message to @CommunityHelps, when you have a chance. For more info on our private messaging system, check out this blog.

 

RogersMaude

Re: Cannot access MyRogers Account Details

woodcorey77
I've Been Around

Same problem here. Been on the phone and live chats for the past two weeks. Does anyone have any news on this issue?? I dont get how they cannot fix this easily on thier end. Nothing bad to say about Rogers until now, defnitely making me shop around for other services cause this is a pain in the you know what.

Re: Cannot access MyRogers Account Details

BS
I'm a Senior Advisor

General Comment on the MYROGERS - appears to be unavailable.

 

The trouble shooting questions above are interesting, and I can see how changes could contribute to problems, but with a site that has been active for coming on two years, if these are the things that are causing problems,

all I can say is,

 

"That is unacceptable".

 

This thread has been receiving this same question since the major change in the site back in March through June of 2015, and yet it keeps happening.

 

We have all experienced this inability to access account information, the incessent bouncing jelly beans and other oddities of this site.

 

I too went through a couple of days this week of not being able to see the details of my account this week, and fortunately it has cleared up, but I can assure you that nothing has changed in my account in over 1 1/2 years.  So when I hear this is often, or usually a result of a change in our account, I am sorry, I don't buy it.  It may be a known problem, but there are often problems with this site.

 

Obviously, even if there has been changes to my account, the frequency in which this issue is reported here - this is over 50 pages on this topic now and the problems with the site continues far too frequently than is acceptable.

 

I have to wonder if when the programmers make changes, if they do a full test (even if it is minor change), by load testing, and putting it through things like described.  Maybe a permanent set of willing and well supported beta testers need to be in place.

 

As an example, I use Ancestry a lot and recently, the company that provides the software to link to family trees in Ancestry has done a major change in the way the software connects and synchronizes information.

 

They have been working with beta testers for about 6 months now, working deligintently with a dedicated SMS group with direct access to the company testers and engineers - similiar to what we see in beta testing of the modems, but not in public, just updates as they go along.

 

When they did their load tests before rolling out the new versions, they found that it put far too great a load on the servers, and gateways for Ancestry negatively impacting all users, so they put a stop on it, contacted all their beta testers and are carefully moving forward.

 

I just don't see this process of maticulous, careful testing and load testing on this site prior to rolling out changes.  The major changes to the site at the moment has been the change up in packages, and adding more self serve features.

 

To hear the suggestion that inactive accounts, or changes in services, etc are the first line of trouble shooting, suggest a complete lack of testing of the most common things that can occur with their millions of customers.  These type of things should be tested for as matter of fact each time any change is made to the functioning of the site. I always expect that some bugs may be missed with any changes, with a complex multifunction site, but this suggests to me inadequate testing of the obvious.  Just the humble opinion of a retired corporate systems analyst, in charge of all access electronically to staff and patients in a hospital setting.  In my case, these types of errors could be life and death, here you just risk grumbling customers, or ultimately loss of customers.

 

So that is my general vent -

 

Recent changes in accounts should not lead to a failure to be able to access your "self serve account site".  These things need to be carefully tested on all ways that customers may use the site, and any variation of changes in services, etc.

 

So although I appreciate the support and questions that have been put forward, and guess that since this has become a common trouble shooting question for this issue, it must be a known problem that really should have been seen in testing.

 

And it doesn't explain the long history of challenges with this site as a whole.  In my case, I just waited it out and things cleared up, if I can't get in, I just go 611 on my phone and get the information from a rep - I dump the problem of accessing my information back on Rogers staff, that way Rogers bears, the consequences of a poorly operating web site.

 

Just a comment that this whole ongoing issue is abslutely ongoing and far too common.

 

Hope all of you having this recent bout of problems are getting some resolutions.  And for those who have been asked about changes in your accounts, it would be interesting to see what your answers and the final outcome are.

 

Bruce

Re: Cannot access MyRogers Account Details

57
Resident Expert
Resident Expert

Yeah, I posted the following in a similar thread a few days back.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/MyRogersSupport/message-id/18970...

 

I agree, when it doesn't work, use a different angle. Lately I've found "chat" to be quite useful, but others may prefer a phone call. The nice thing about "chat" is that I can take a screenshot for my records or if I forget something.



Re: Cannot access MyRogers Account Details

eissejjessie
I've Been Around

I had the same problem during all of January 2018 until yesterday.  Rogers tech or billing support people told me the same things: clear cookies and cache, try another browser, log in from another computer.  Nothing worked. They believed the problem was mine, not theirs, because they could access everything just fine from their end. Finally, all I wanted was my January bill, either a pdf or hard copy.  One agent promised to email me a copy, then emailed only a link to the login of Rogers website, on which I still can't access my bill!  To send a hard copy would have cost $15 reprint fee.  Honestly, I have never been so frustrated.  Finally someone on Chat created a case, which will be looked at in 5-7 days.  Then, suddenly, for no apparent reason, it worked - I have access!  Until next time!

Re: Cannot access MyRogers Account Details

It's frustrating.   I have not been able to access my bills and usage online for 3 months.  Every time I chat or call I'm told the same thing.  Clear cookies, try a different computer, delete temporary downloaded files, etc, etc.
I've tried 3 different computers, 1 tablet, 5 different browsers (Safari, Internet Explorer, Chrome, Firefox, Edge).  I've been on chat sessions that are 30 minutes long each time with no solution, and on the phone with the billing department.  But nothing - I can't view anything under MyRogers.  And no one willing to help take ownership and follow up.
They can see everything fine from their end so I'm stuck.  My bill went up significantly and I had no view it.  And I have no view my usage to see if the new package they put me on is what I need or if I'm ok to reduce my internet package.
Very frustrating - very poor service.  Everyone is trying to blame either my PC, browser or some other department

Re: Cannot access MyRogers Account Details

BS
I'm a Senior Advisor

This is such a long story about these things happening, and Rogers still relies on placing the blame on our computers and browsers.

 

It makes me lean towards having my bill mailed to me.  Supposedly you will still be able to see the online bill for a couple of months.

 

But for the immediate instance - due to whatever the reasons are, they have not been able to provide access to the bill you are looking for.  If it cannot be resolved and made to work, I would escalate it to a discussion with management at Share a Concern.  I do not view that it is reasonable for them to charge a reprint on a Bill (if you are not receiving it in the mail).  I know that is the fee schedule, but if for whatever reason, no troubleshooting on their part can resolve the issue, then mailing it to you are emailing it seems reasonable to me.

 

Push upwards until you get it.

 

It is kind of like if you never got a bill in the mail, and you advise them, I would expect them to send it out again, because mail does get lost in transit as we all know.

 

So since you have followed all their trouble shooting on various computers, you have lived up to your responsibilities of working with them to resolve the issue, now my own view is it is up to them to find an alternative - email or mail until this gets fixed. 

 

Just because they can't identify a way to get it fixed doesn't mean that absolves them of the need to find a solution.

 

I don't know, maybe it is something at the router level.  Maybe take your tablet to the store, connect to their store WIFI - they have one you can use for seeing how devices work - and show them how it doesn't work, then call tech support and tell them you are in the store.

 

Maybe the store will print out the copies for you, that is if they can see it. 

 

Just thought of something - if you have a laptop along with your tablet, can you get access outside your home?  Just wondering, as it seems very weird that you can't get access for so long.  Maybe have them walk you through disconnecting your account and setting back up again.

 

I am fishing here for suggestions, but here is my bottom line if it were me.

I would escalate and request that they be creative in coming up with a solution to improve your end to end experience (in this case, access to your bills).  This is the position of the board and CEO at the moment that all levels in the organization are to aggressively look for creative solutions to things that impact the end to end customer experience.  Hold them to that commitment and escalate if necessary.

 

Plus, in the interim, in a chat or call, ask them to detail for you line by line what is on your bill. Not a great solution, but you can at least get the information and it makes more work for them.

 

I sympathize with you, as I have been through this craziness of myRogers a few times - in this very long thread, you will find me a few times, and others who have dealt with it more than once.

 

Good luck - keep pushing them - it is their problem to find a solution.

 

Bruce