I recently changed (because of a "good" deal) to Rogers internet from another ISP. Boy, am I sorry I did! The service has not been as reliable as my previous ISP by a long shot. When my service went down this morning, after the usual checks I found out that I could not connect to their DNS server. I phoned tech service to find out what was happening. I was put on hold for more than an hour (I was worried about loosing my palce in the queue!) at which point I smartened up and hung up. Then I tried the customer service line to possibly complain about their service - guess what? they were not available! I phoned tech support again and this time got the message that they had a major breakdown of service and did not know when the service would be back. I feel I should have gotten such a message the first time I called. Now reading this forum, I learn that they had a longer outage in January. If I had known that I would have never signed up for Rogers, which I did on Feb 20, 2013. As per your suggestion, I am going to ask for a rebate tomorrow when I can spare an hour or so trying to get hold of a person at Rogers.
Yes, phone their Customer Service. My wife just did and they gave her credit for a day. They should really be looking to improve their service.
I got a $56.50 refund about 3 weeks ago for the crappy service we had in N.B. in February. The customer relation person I spoke to told me if it happens again that I just needed to call back and they would give me another credit for the same amount. I cannot wait for the next outage!
Sounds like the amount of credit Rogers is giving is totally random and probably depends on how loud and persistent one is on the phone. Rogers should probably have a policy to treat customers uniformly and consistently when such things happen. In any event, I feel that people should phone for a refund even if it is small. If thousands (I don't know the size of their client base) of their affected clients phone, I am sure they will take such outages more seriously than they seem to. I would have expected an e-mail from Rogers saying sorry and explaining what happened and what if anything they plan to do to avoid such problems in the future.
Yes I can be quite loud and VERY persistent when i've had enough. I got a $56.50 credit in the first days of February and again at the end of that month for the same amount. So I basically got 2 whole month totally free and I don't feel bad about it for getting these credits because they were really testing the limits of my patience. If it happens again, I will do the same.