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Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

After changing my Ignite TV package on Dec 4, 2020, I am unable to access or update any of my services through MyRogers, either through the app or via the website. I either get a message that says "Something went wrong - try again later" or "A Technical Error Occurred".  Access to the billing system is, not surprisingly, unaffected. I have contacted customer support several times by both phone and chat, endured the lengthy wait times, been transferred multiple times, been told I needed to "call this number instead", and have been assured that technical support was "working on it".  While I appreciate the "effort", the problem effectively renders the MyRogers useless, other than as a billing notification system.  Still waiting for a solution...

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

Today, I received confirmation through CommunityHelps that no solution is forthcoming, and that I should not expect one anytime soon.

So basically, the solution to my problem is there IS no solution to my problem.

If you cannot access your account through either the MyRogers app or the Rogers website, don't expect Rogers technical support to do anything about it.

But at least you'll still be able to access your bill online.

View solution in original post

15 REPLIES 15

Re: Cannot access MyRogers Account Details

Isaak
I Plan to Stick Around

I am in the middle of an exact issue as yours... you will need to have the backoffice to "refresh/reset" your account.

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

I've been in contact with the back office three times. Each time, I have been told that they are "working on a patch" and that the problem will be "resolved soon". So far, no answers.

Re: Cannot access MyRogers Account Details

Isaak
I Plan to Stick Around

classic case of the "runaround"...

Re: Cannot access MyRogers Account Details

RogersMaude
Moderator
Moderator

Good day @darreno62,

 

Welcome to the Rogers Community! Thank you for bringing this up to our attention.

 

I'm sorry to hear you have not been able to access the full functionalities of the MyRogers app since migrating to Ignite TV. We'd like the opportunity to take a deeper look into this for you.

 

Please send us a private message @CommunityHelps so we can get access to your account. If you're not familiar with our private messaging system, click here.

 

@Isaak - If you would like to see if we can escalate the ticket sent out to our back office team on your behalf, don't hesitate to reach out via PM as well.

 

We hope to resolve the issue you're experiencing as soon as possible!

 

RogersMaude

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

After contacting @CommunityHelps, as requested, I have confirmed the following:

.  There is an open problem ticket dating back to early December. 

. The problem ticket has been assigned to technical support, who are presumably "working on it"

. Technical support has yet to update and/or respond to the problem ticket

. No solution is forthcoming 

Re: Cannot access MyRogers Account Details

Isaak
I Plan to Stick Around

Get used to it, unfortunately.

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

On a positive note, contacting @CommunityHelps directly, instead of calling/chatting/WAITING with customer service, and starting over at square one every time, is at least a marginal improvement in the customer experience, even if the end result is the same. 

Re: Cannot access MyRogers Account Details

Isaak
I Plan to Stick Around

That, I can agree with.

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around
I'm assuming that your issue hasn't been resolved either?

Re: Cannot access MyRogers Account Details

Isaak
I Plan to Stick Around

Not even close, I get a phone call from the back office only for the Rogers employee to tell me he needs more information and will call me back next week.

 

My issue with that is waiting weeks already for a phone call only for them to tell me they need more time to gather more information?  I think they need to care more about customer satisfaction and take less time on lunch breaks... but that's just my opinion.

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

A week later, and still no response from Rogers Technical Support.  Hoping they at least send me card for the 2 month anniversary. 

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

I've been unable to access my account details through either the website or MyRogers app for close to 2 months now. Technical Support appears to be either unable or uninterested in resolving the issue. I suspect that I am being punished for downgrading to a less expensive package. What is a "reasonable" time to wait before just cancelling my services?

Re: Cannot access MyRogers Account Details

Hello, @darreno62

 

It's really disappointing to hear that you've had these issues for such a long time without any resolution. 😞

 

We'd like to take a closer look at this for you and try to find a solution to make things right for you. Please send us a private message @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, click here.

 

RogersTony

 

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

Two weeks later, and two and a half months since the problem was first reported, still no response or resolution from technical support.

Re: Cannot access MyRogers Account Details

darreno62
I Plan to Stick Around

Today, I received confirmation through CommunityHelps that no solution is forthcoming, and that I should not expect one anytime soon.

So basically, the solution to my problem is there IS no solution to my problem.

If you cannot access your account through either the MyRogers app or the Rogers website, don't expect Rogers technical support to do anything about it.

But at least you'll still be able to access your bill online.

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