Rogers Tech Support is like taking a chance on a roller coaster of competence verus incompetence! I have a brand new Samsung Galaxy S6 where calls are going straight to voicemail and don't even show on my call log. Live chatted yesterday. Got Justin who made me change my mobile network from LTE to HSPA, it's like going from super speed to dial up. Seriously? Tried live chat again today, good thing I'm on holidays this week! Got Steven, he told me to shut it off, he re-set the system and it seems to be working now, for now. But he says it may happen again. Seriously? So I may never know if I missed a call or not if they don't leave a message because it doesn't show on my call log so let's just go with that??? I've only had the phone two weeks! And it's not a cheap phone! Tried to set up my new Rogers account at my RBC account for online bill payment. It won't take the account number. Says its not valid? Can't remember who I had yesterday but he says it's not Rogers fault, it's the banks fault? Yet my previous Rogers account worked fine at my same bank? Live chatted back today. What a way to spend my holidays! Got Natasha, who by the way needs spell check on her typing. Explained the whole scenario all over again about my account number showing up as not valid. 20 minutes of "live chatting" and her response "you have to set it up at the bank, you can't do it here". Really???!!! No kidding! Hung up on the live chat with her after a 15 minute wait to actually chat with someone. 45 minutes of my life I will never get back. Two weeks ago when I got the phone, I wanted to set up my account. And moved off the one I shared with my daughter. My daughter and I called to do that. Got some dude who said to call him back in 3 days??? Then he put us on hold forever. What kind of answer is that. Hung up on him called back and got Cindy who was awesome. So competent. Bless you Cindy! She moved the accounts and set up my new account on the phone, all my passwords and so on, no probem! What is with the tech support. It's hit and miss. If you get someone who obviously doesn't know what they're talking about, you hang up or |unlive chat" and call back and keep doing that until you reach someone who actually sounds competent? Seiously? Because we have nothing better to do in our day? So frustrating!!!!
Good afternoon @Laura777
Thank you for your post and Welcome to the Forums!
We understrand the inconveniences caused by this situation and can certainly understand your frustration.
We apologize you are feeling this way about the poor experience with our technical support agents.
The Community Forums team would like to take a deeper look into this and assist with any of your concerns.
Please let us know and we'll have someone reach out to you via Private Message.
No agent should ever put the blame on the customer. All agents are trained to not do that sort of thing, but it does happen unfortunately.
Setting up online billing can be tricky, as you need to ensure you have the correct payee to go with your account number. As a general rule, if you have Rogers Home Phone or Wireless service billed on their own, or consolidated with other services, you're looking for "Rogers Wireless" as a payee along with a nine digit account number. If all you have is Cable TV, Internet, or those two services billed on their own, you're looking for Rogers Cable and a 12-digit account number.
As far as available options, you have to remember we only have so many options available to us as well. You might want t stay with what you have now, however what you have could possibly be something that is expired. There are several offers that won't work with older service packages and require you to migrate to the new packages to take advantage of them. When you call and ask, we offer you the best options that we have based on what you need. But if you don't want to change your packages or services at all? That limits what we can do for you. We don't always have the ability to place a discount on your service and call it a day, although we do our best to find what works for you.
LEAVING FOR TECHSAVY. I HAVE NEVER HAD TO DEAL WITH SUCH A TERRIBLE COMPANY. IM TIRED OF BEING RIPPED OFF
After staying with Rogers for 12 years, I have decided to switch my cellular service provider. The most recent incident taught me that Roger's customer service agents does not care about their customers and is not competent. I am done.
Welcome to the Community!
I'm sorry you feel this way. Is there anything we can help you with here? Can you please describe the issue you've had so we can better assist?