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Problems with Roger's new bill format

hopetindall
I Plan to Stick Around

Hello,

 

is anyone else have problems with their Roger's Bill after they made a switch to the a format which launched this month?  

 

I received a notification email that my bill was ready, so I signed in as usual to download my bill.

 

There is no detailed usage appearing in the bill anymore. (calls, data, long-distance, etc. don't appear).

 

Support told me that "Okay, so we just changed the bill format, so it might be still going through the changes" and also " so the system is still trying to update, so I would suggest you try again in a few days."

 

Bill contains BAN Summary, notices/contact info, Shared Services Summary, CTN1 Summary, CTN2 Summary, Blank page. Bill just has no detailed usage pages on it like it usually does.

 

Since the rest of the bill is complete. I'm skeptical that just checking again is magically going to have a correct pdf. I hope Rogers fix this and send out a notification.

 

Anyone else having this same problem?

 

thanks,

PHT

 

 

**Edited Labels***

208 REPLIES 208

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor

I wish to clarify exactly what is happening with my views of my rogers in IE11, versus, chrome, versus firefox.

For those who have the android version of my rogers, you will be aware that it provides no method to download a pdf (although I ask why not - some people don't use pc desktops anymore and there is no legitimate reason to not allow a dlownload of the pdf to one's phone adobe reader).

 

As you move through the app view of the my rogers, then take a look at the firefox and chrome, in my case, I am seeing an identical view and working method as found in the application.  The application is specific that if you want details, you need to go to the desktop computer and view my rogers there - so what if you don't have a desktop computer of laptop anymore.

 

It is only on IE11 that I get a completely different view that allows me to get at the view detail, view bill, etc, although the download does not work. So for those who the solution of popups does not work for them, you are not the only one.

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor
By the way, out of curiousity, I also tried opera, and again, it is pulling up the view, design, and functionality of the android application. Browser apps on the phone are also pulling up this same mobile app view and functionality. Oh well, maybe by next month. For now, I am done. Thanks for everyone's patience and feedback. Definitely a lot of work remaining to take care of, and please, please, put the details back on the pdf. If I have to use IE11, I can live with it, but won't like it as long as the full functionality is there and I have a complete bill with details included. I don't feel that I am asking for a lot. The marketing pitch is that "we have listened and we made changes", so keep listening and I hope more changes will follow.

Re: Problems with Roger's new bill format

Hello @BS,

 

Thank you for your detailed posts and I'm sorry for all the inconvenience. I have seen that error message before and it could mean Microsoft.Net (Dot Net) and Java need to be updated. Would you please see if you can update both and try to view/print the bill and let the Community know, thank you.

 

Regards,

RogersMoin

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor

I have current .net framework. If one is a chrome user primarily which represents 64.9% of users in May by the way, IE is 7.1%;  If you try to update Java to the most current version of Java, Java plugins will not run on Chrome as Chrome has changed the security standards due to security risks around various standards used by JAVA

 

Which plugins are supported

Plugins that use a newer, more secure system called Pepper API (PPAPI) will continue to work, including those that ship with Chrome, like Adobe Flash and PDF Viewer. However, plugins that use NPAPI, including Silverlight, Java, and Unity, won’t work.

After the release of Chrome version 45, you’ll need to use an alternate web browser to load content that requires a NPAPI plugin.

 

So if you are a user of Chrome, be aware of your updates of JAVA. If Rogers is requiring and writing to the new versions of JAVA which do currently run on IE, but not on Chrome, you are going to create problems for yourself if you run the update.

By the way, my issue is not related to print/view pdf, it is download details of phone calls (export to Excel), and installing the current version of Java did not fix the problem on IE11, and unfortunately created a problem for Chrome which I now need to fix.

RogersMoin, you have had a lot of suggestions, but I do have a question for you. Before putting out these suggestions, do you test these on your own devices, and do you have a very strong background in debugging and testing of issues. With this most recent recommendation, if I were you, I would suggest that you recommend that you assume no responsibility for risks to our current configurations, and that changing things like popups, .net, java, etc have potential security risks that each person needs to consider.

I think I will leave the testing to the Roger's programmers, although I have found this discussion very useful.  Now back to fixing my Chrome problem and JAVA.

And as I have said before, for the Roger's developers, put a notice on the website that the current update does not work on all configurations and to contact chat for assistance and to notify them of issues so that they can work with them, and bottom line, as I have said before, details belong on the printed bill.

To summarize what I have learned - My chrome, firefox, and opera run a presentation of the my rogers that looks, feels, and works like the adroid My rogers app. These appear to be mobile versions, not desktop versions. On my computer, I can view my bill, am aware that details are no longer provided directly on the bill, and that I cannot download the details due to the error I presented details on previously.

Rogers techs need to get this working on Chrome - the most commonly used browser. 

So for now, I can live with what I have got - view bill from IE11, can screen clip the details if I want copies.

Thank all for your support.

Re: Problems with Roger's new bill format

OLDYELLR
I'm a Senior Advisor

@BS wrote:

Rogers techs need to get this working on Chrome - the most commonly used browser. 

So for now, I can live with what I have got - view bill from IE11, can screen clip the details if I want copies.

Thank all for your support.


I did not know that, but I checked, and you're right. I went straight from Netscape to Firefox and only used Internet Extorter for websites that were still in the dark ages.


Rogers PayGo. Location: S-W Ontario

Re: Problems with Roger's new bill format

carolyn1
I've Been Here Awhile

Finally!! I was able to retrieve my June 1st mobile phone bill.  Once I adjusted the zoom to 75% I could see the option to download/print the bill.  I was online with a line chat agent or over an hour and not once was this option even suggested.  The live chat agents need more training.

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor

Thank you Carolyn. Changing the view to 75% in Chrome did make both the print pdf and download links visible and both work, if you have popups turned on, which by default most people are going to have turned off. Talk about a complete mess of an implementation. 

As a past system implementor of complex user interfaces and database structures in the  health industry, one of the first things that you make all your support people aware of is what platforms you have tested on, with full configuration settings. I know that there is no industry standard for browsers and settings anymore, so it is critical that support people have documentation on each and every typical browser implementation.

 

I have personally experienced , "try this, try that, maybe you have this setting wrong, are you up to date (to what version by the way?), etc, etc". Lots of trial and error work. There is nothing I hate worse then when as a user I am turned into a "beta tester". Just my little rant.

 

So the download to excel, which now works on my chrome at 75%, but doesn't work in IE still.

 

And by the way, since the download has absolutely no identifying information of the customer on it, no phone number, no customer name, no reference to device used, most people are not going to accept this as an official document. I could have produced this on my own in Excel, and could make changes to it.

 

I know I am becoming a broken record, but no one has committed to this change - "put the details back on the full downloaded bill where they have been for decades in either mailed or downloaded form."  This is the legal record that supports our use of the phone for compensation, or to contest billing questions.

 

Thanks to all who have served as the testers of this "poor" implementation to give us the changes that Rogers claims we asked for. Scarcasm intended.

 

Don't get me wrong, I like all of these changes, the instructional videos, just am fed up with the fact that most of this debugging has been done by me and others on this board and that many of the support staff are sending out various confusing messages. And one more time for good measure, put the detailed breakdown of phone calls back on the bill.

 

 

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor
Oh, forgot, I do like the ability to download the data since at one time, I could have 1000's of calls and a spreadsheet makes the business of finding and sorting data easier. But, here I go, broken record that I am, include it on the bill please.

Re: Problems with Roger's new bill format

OLDYELLR
I'm a Senior Advisor

BS wrote:

 

So the download to excel, which now works on my chrome at 75%, but doesn't work in IE still.

 


 


IE is just about dead and MS will replace it with a completely new browser. That's probably the reason nobody will put any effort into catering to it.


Rogers PayGo. Location: S-W Ontario

Re: Problems with Roger's new bill format

Hayward
I Plan to Stick Around

Regarding Rogers new bill format. It is now set up to make it easier to understand. I'm sorry to sat but it isn't any easier, but more difficult. This change happens at least once a month. Just as we get a chance to get used to the format, it changes. Not knocking Rogers service. We are pleased with the service. Please just leave things alone for awhile, please! There doesn't seem to be an option to download the PDF version. Because that is where the "fine print" is. Also an option to print the pdf isn't there. Thanks for your time and consideration.

Re: Problems with Roger's new bill format

OLDYELLR
I'm a Senior Advisor

@Hayward, what browser are you using?  With Firefox, I click View Bill, then Download Bill (PDF) and I can either save it or open it in Adobe Reader.


Rogers PayGo. Location: S-W Ontario

Re: Problems with Roger's new bill format

b-ry
I'm a Reliable Contributor

With the new format, I am unable to download the PDF with my Detailed Billing information. When is this going to be fixed?

Re: Problems with Roger's new bill format

Gdkitty
Resident Expert
Resident Expert

Unfortunately its not a 'fix' thing.

Apparently if you look through this thread.. you have to download it seperately.

 

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor

I would like to summarize for all of us what we have all learned - thanks for the hard work everyone in this forum and thread, as well as the many Roger's techs, customer support, online and by phone, and a gesture by one of the reps to escalate it to the president's office with a personal phone call back from the office. I didn't ask for it, they offered. Now there is good service and problem solving - if you don't have the answer, escalate it yourself, don't keep going and expect the customer to escalate it.

 

1. If you are using IE11, it would appear that the download of details to a CSV format (spreadsheet) is not working. It is known to the development team (from the mouth of the president's office) and is being worked on. There is no work around except to use a different browser. Sorry for those of you that do not want to change from IE.

 

Every other feature on IE11 works as designed.

 

2. If you use Chrome, Firefox, Opera, Safaria for windows (would suspect that MAC users of these products and Linux users of these products may have the same issue), there is a screen resolution issue - again known and being worked on.

 

WORKAROUND:  from the tools section (You will find that at the top if you use menu structures, or to the right hand top corner with the three lines), locate the percentage view size and change it from 100% or higher if you use it and reduce it. I have found that both 90% and 75% will work. Pick one that will work for you.

 

This will now allow you to see the 4 boxes properly with the download view pdf button there to push. You will now get your electronic version of the bill.

 

3. Now the feature that I have learned is currently "as designed".

 

"It is not currently intended to put the details of phone calls on the full printed bill." This is in quotes because this is what I was told.

 

Don't ask me why, I have asked and have not received an answer. The president's office has indicated that they would pass it on to the department for consideration, but no committment to make that change. I have made all the reasons of why it is critical, both my own and those I have read on the forum.

 

So to summarize this download of details issue and absence of it on the full bill (and I have been told that if you request a mailed version, the details won't be there either, but I can't verify that because I don't get mailings. You will have to go back to the online version and get it there. Bottom line is that there is no way for us to print the full details on the pdf bill at this time.

 

4. My advice to anyone who is determined and unhappy that the details are now seperate from the downloaded pdf bill, request an escalation to the presidents office by first going through the steps of front line support, manager level, then request President's office and express strongly, but politely why you need it back the other way. I can personally tell you that the office emailed me a complete bill with details, at their suggestion, so it can clearly be done, so if you want it, ask them for it.  If they indicate that it is under consideration, or is being looked at, have them open a ticket, keep it open and ask for follow-up by them as to the change. You may get a call indicating that the issue is resolved. If you do, check it out, and if it is not resolved to your satisfaction, call them back and have them reopen the ticket.

 

The bottom line is that if it is "by design", then someone or group made the decision to design it this way, and it will take pressure to get it back to that group to reverse their decision. So keep the wheel squeaking.

 

To conclude, let it not be forgotten- "I want my details back on the downloaded bill". And I again want to complement all of the board members for their diligence on this topic, for your patience, and for the support of the Roger's staff.  With a lot of work on all of our parts, we have found the brower workarounds, which will eventually lead to fixes, now that it is known what the problem is, and if we keep the volume up on the clearly desired topic of a complete copy of the bill with details in one file, we may get it through to the people who can make that change. That is not a programmer's issue, or a system designer's issue, this is a decision that would have to come from the lead team for this implementation.

Thanks everyone, Bruce

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor

Still finding things - go to this page http://www.rogersbillexplainer.com/eng/paper/7-wireless-usage and see the yellow exclamation mark beside "for your complete billing details including talk, text, and data usage please visit www.rogers.com/myrogers". 

 

In the explanation box, read the following explanation: 

 

"Complete Billing Details

In an effort to simplify your bill and reduce the number of pages, full details have been made available online"

 

So clearly this decision to remove details from the paper bill and downloaded pdf electronic paper bill was deliberate. I know I have personally complained now and then about the length of the bill, but understood that was because I had 4 bundled service on one consolidated bill and I had made the decision that I needed the detail and requested as I needed it at the time for business use/personal use differentiation for compensation and for tax purposes. If I had not wanted the number of pages, I would not have asked for full details. Simplying my bill by reducing details has not simplyied my use of my bills.  It has made it more complicated, forcing me away from my paper downloaded bill, which is all I ever used.  I am not a ludite who has difficulty with change, it is a matter that my time is valuable and I want to choose the most efficient use of how to work with companies and my bills. 

 

I feel very sorry for those who are not computer literate and just want their full bill on paper and even have agreed to pay the cost of this in the past. I personally know a few of those people.  They just like getting their bills in the mail, that is just the way they are, and want nothing to do with being sent to an online version which they will now have to learn how to use. One of these people I know doesn't even use a computer for anything financial. They want their bills in the mail, they store them in a file folder and want nothing to do with going to a computer for their details.

 

So just give us this choice back and I promise, I will never complain about the number of pages.  My complaint generally, is that when calling in, I had to say, "bear with me as I work my way through the bill to find my issues, working through 28 pages can be time consuming." As well as the fact that your reps couldn't see what I was looking at. It has always been interesting that the most effective way for us to work together, was I had them bring up my bill, and I brought up mine and we then both saw the same things. But I am glad that your reps can now see what we see and visa versa, at least if we are on same operating systems, browser versions, and resolutions.  

 

I am beginning to feel like a person on a picket line, or a protest march - "hey ho, give me my details back". Cat Happy Smiley Happy

 

Now we just need someone with the authority to direct the programmers to make this change and to communicate to the support people that this change is coming. Will save a lot of frustration for everyone if we could at least get a consistent answer.  If they say no, we aren't going back (just tell me that if that is the case, and if you do intend to change it, any time frame known), then I can make my decision on how I want to respond as a customer and to see if I have been heard

 

Thanks everyone.

Re: Problems with Roger's new bill format

hopetindall
I Plan to Stick Around

Hi @BS

 

definitely on the same page as you.

 

I only have wireless services now (having cut the cord on the others) - but I need full details for our two lines as some calls need to be expensed.

 

PHT

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor

This will be my last post on the topic of details on the bill.

 

I have found this on various help pages for Rogers, and one of the moderators just posted the step by step process of getting the download of the "separate details".

 

Here is the standard line on all references to detailed billing on paper and downloaded bills:

 

"In an effort to simplify your bill and reduce the number of pages, all your call details can now be found online and via the MyRogers app. Customers viewing their bill online or through the app have access to their account 24/7 and can make a payment, check usage, upgrade their services, update their profile and much more."

 

 

So I leave it to those like me that want the details back on the bills where I have made the strong argument that they should be as they represent the complete legal bill for our purposes whether it be taxes, compensation, etc. and that the download provides no details on anything but usage, no reference to which phone number it applies, description of codes, any reference that it represents part of our legal bill in terms of customer name, account name, even that it came from Rogers in the first place.  I can just imagine that some departments that people submit phone useage information to may not accept a spreadsheet printout as anyone could have created this, or even changed the numbers.

 

So continue to send feedback via the feedback tab on the side, by calling customer support and ask to escalate until you can get a satisfactory answer. Be patient and polite is my advice - this issue would appear to be a design issue implemented at a very high level given the amount of written reference on it, so it will require persistance, patience and enough people taking this to the levels that are able to make these types of changes.

 

Let's hope they listen to us.  The people I have dealt with have all listened, and have agreed to send my concerns upwards, they just don't have the authority to do anything about it.

 

Best of luck. It has been a long journey for all of us to get through the bugs, the limited or unclear documentation, the multiple answers we have heard along the way as we and they found out how to "work around" the problems. The reality is they still have a lot of bug fixing to do, and hopefully our concern about details is on the list and they will get to it.

 

"I want my details back". Maybe I should write a song.  Smiley Happy  Along the lines of the tune "I want my MTV."

Re: Problems with Roger's new bill format

JohhnyRockets
I'm a Trusted Contributor

I have been following this thread with interest and it makes me glad that I cancelled my wireless services with Rogers and switched to a new provider. Though this was not the reason, this is just another example  of why I made the right decision!

Re: Problems with Roger's new bill format

OLDYELLR
I'm a Senior Advisor

@BS, how is the Feedback tab supposed to work? Nothing happens when I click it, even after disabling popups for the page.


Rogers PayGo. Location: S-W Ontario

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor
why it didn't work, beyond me. I would try to debug it for you, but I am all debugged out. When you click on it, a survey is supposed to open in a new window popup above the browser. If you figure out, or someone else figures out why our friend oldyellr cannot open the feedback, even with popups turned on, let us all know. In the meantime, you can give your feedback by the chat at the bottom. and if you have time, maybe they can help you to get the feedback option to work. I wouldn't want to be a Roger's support staff at the moment.

Re: Problems with Roger's new bill format

BS
I'm a Senior Advisor
JohhnyRockets - sorry you made the decision to move on. For me, this is just a reality of working with a company that is so large. I have been with multiple providers over the years and I have always come back to Rogers. I hope you are happy with your new provider, and appreciate your feedback, but to be honest it is not overly helpful for those of us who are long term customers, have no intention of moving and are willing to work with Rogers, who have proven during this journey that they are more than willing to listen and work with us. I was a programmer and system analyst, implementor for quite a few years before I retired, so I know that this type of headache is one that any major system change will go through. Take care and enjoy.
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