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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

pemmink
I've Been Here Awhile

I've had the same problem for over a week. After going through no less than 8 chat sessions over a period of 10 days, I finally got a person who told me this was a known problem and they would have it fixed soon (that was 3 days ago).

The advice from the others ranged fro "clear all your cookies", to "you're using the wrong password" to simply disconnecting the chat session while I was typing. 

I simply cannot express how LOW of an opinion I have for Rogers' customer service. For customer service to be this bad their management must surely be incompetent.

 

Re: Cannot access MyRogers Account Details

oper8
I've Been Here Awhile

So, I'm not the only one with this problem ! I had the same feeling that they have something fundamentaly going bad after their site upgrade. Their customer support is almost inexistent ! Rogers is really going down ! I'm a Rogers customer since 1994 but I'm considering soon to leave and switch their services for the ccompetition.

I hope thier managament can hear our VERY unhappy customer voices !!!

Re: Cannot access MyRogers Account Details

I've been having the same problem since roughly April 20, and still have it this morning.

Re: Cannot access MyRogers Account Details

Mine appears to be loading.. at least the overview and the few sections i checked..

Maybe its just random which account are/arent working

Re: Cannot access MyRogers Account Details

oper8
I've Been Here Awhile

Somehow, miraculosely Smiley Surprised, after my post, I can login to my services today !!! It seems that showing our disatisfaction with Rogers works ! I might continue to stay their customer if they are fixing their issues as they should 🙂

 

Re: Cannot access MyRogers Account Details

pemmink
I've Been Here Awhile

Oper8, glad to hear yours is working. Mine is still broken.

I had wanted to get a roaming plan for a few weeks in the US.

In light of Rogers' complete lack of regard for their customers' satisfaction, I am planning to get a T-Mobile SIM card as soon as I arrive in the US and use their network instead. $3 a day, unlimited talk, text and internet. Hey Rogers, see what happens when you don't address your customers' concerns? They start looking for alternatives.

BTW I have been a Rogers customer since the mid 80's (around the time the cell phone was invented).

Re: Cannot access MyRogers Account Details

oper8
I've Been Here Awhile

I'm sure they will fix yours, too. It's sad they cannot tell us straight what is the problem. It seems that they had trouble with several accounts during the migration. Indeed, as I saw others saying, ehn it works, it does work nice. The site is much better than before. No other comments.  

Re: Cannot access MyRogers Account Details

My Rogers is working again, but very slowly. Loading my internet usage, for example, took a long time.

Re: Cannot access MyRogers Account Details


@pemmink wrote:

Oper8, glad to hear yours is working. Mine is still broken.

I had wanted to get a roaming plan for a few weeks in the US.

In light of Rogers' complete lack of regard for their customers' satisfaction, I am planning to get a T-Mobile SIM card as soon as I arrive in the US and use their network instead. $3 a day, unlimited talk, text and internet. Hey Rogers, see what happens when you don't address your customers' concerns? They start looking for alternatives.

BTW I have been a Rogers customer since the mid 80's (around the time the cell phone was invented).


 

Hopefully your phone is unlocked.  Otherwise that wont work 😞

Re: Cannot access MyRogers Account Details

pemmink
I've Been Here Awhile

It is unlocked. I did this last year but can't find the SIM now.

Re: Cannot access MyRogers Account Details

Excalibur
I've Been Around

I too have been trying for over a week to access my account.  Went thru 3 chat sessions with no results.  I asked if the problems would be resolved by the billing date and they said they were't sure, but they hoped it would.!  WOW!

Re: Cannot access MyRogers Account Details

LBPickering
I've Been Here Awhile

Visually the new website is a dog's breakfast, one that's been eaten and brought back up.

 

Specifically, in Payment History, why are all my bank-to-vendor payments listed as "Pay by Phone"?  You'd think when you can come up with a fancy new website you could do better than listing electronic transfers as some archaic phone transaction.

 

And what bloody good is it to list my payments without the bills being shown intermingled as they were on the previous version.  This has changed from the previous helpful view of "did I pay my last bill" / "what are the transactions that make up my account balance" view, to a simple "here's a list of all the rip-off money you've given to Rogers".

 

Also, when I click payment history or previous balance on View Bill, why does it take me to a Make A Payment page, and then I have to click payment history again on that page to see the list (which is useless now anyways)?  The target of those links on View Bill are https://www.rogers.com/web/totes/#/paynow.  It should be https://www.rogers.com/web/totes/#/paymenthistory.  It is very clear that you rushed this into live and hardly tested it, or your development and test team is completely incompetent, let alone the design team.

 

My inability to navigate that simple and important feature above already means I have no interest in struggling to look at the rest of this site.  It's obviously garbage.  So much for being a COMMUNICATIONS company.  Fail on design, fail on execution, fail on testing.

 

(Also - wow - no keyboard navigation?  You guys should look up AODA.  The fines will be pretty stiff in the near future for having a non-compliant website for disabled Ontarians to use)

Re: Cannot access MyRogers Account Details

i am experiencing the same issue for three weeks already, i contacted and Rogers said they need their backend team to fix the problem,  but they havn't enen take a look of my tickets yet after a week of my complaint according to the online support person i talked with yesterday. 

Re: Cannot access MyRogers Account Details

User1495343
I've Been Around
Since rogers updated their website about a month ago, I cant access my usage and info on any platform (iphone, ipad, pc).
The biggest telecom company in the country doesn't have a workable website and some customers cant access their information. As usual, tech service is as useful as a pair of snow-boots on a beach.

Re: Cannot access MyRogers Account Details

I cannot login to My Rogers "Account Overview".  I have tried different browsers and delete all the cookies.  I  also called the Rogers to seek for support and still cannot have my problems solved.  The only things that Rogers offered is to reset my password and my password has been reset 3 times.  It is definitely problem with Roger's updated software.  Can someone tell me how to access to "MyRogers" account overview??

 

Re: Cannot access MyRogers Account Details

Good day @frustratedone,

 

Thank you for your post and Welcome to the Forums!

 

We definitely understand the inconveniences of this situation.

 

Did you previously have access (and you lost it recently) or were you never able to access your account information on our website using your current username and password combination ?

 

Can you make sure that your account number has successfully been linked to your MyRogers online profile?

 

Sans titre.png

 

We would love to help you in regards to this matter and we would like to look into this to provide you with further assistance ! The @CommunityHelps team will have the ability to reach out to you via Private Message. 

Look out for the message in your inbox! :smileywink:

 

To any of the users who posted on this thread and experienced this issue in the past, please let us know if you need help, if not how were you able to resolve!?

 

RogersMaude

Re: Cannot access MyRogers Account Details

Paolo
I've Been Here Awhile

Same here, many chats and waits on the phone for hours, nothing solved, this is horrible

 

Re: Cannot access MyRogers Account Details

 


Hello, @Paolo

 

Thank you for your post. We love to help you, would you please provide us more details as to what was not solved? Are you not able to see your account details after you login to MyRogers?

 

Please let us know so that we can ask a team member from @CommunityHelps contact you to help find the solution.

 

Thank you for understanding!

RogersMoin

Re: Cannot access MyRogers Account Details

anduron
I've Been Around

I'm having the same problem today and it's been persistent for almost 6 hours now, so not just something short term.

 

Looks like poorly architected IT systems or general incompetence which would be a red flag for any public company investors thinking this company can build 5-9s (99.999%) reliable systems 🙂

 

Re: Cannot access MyRogers Account Details

kells79
I Plan to Stick Around

I too have issues with MyRogers.  

 

1)The front welcome screen shows a due date of 3 days after my actual due date on the bill (August 17 vs my real date of August 14th) .  Good way to get people to pay interested if they don't download their bill to see the correct due date.

 

2) I have never been able to see my payment history, it says I don't have any yet I pay montly.  

 

3) 50% of the time I am unable to access my account and must try again another time

 

The answer I get from customer service is they are working on it, this is the same answer I have gotten since March.