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Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

techuser123
I plan to stick around

Hi Folks,

 

I was cutover from legacy services to Ignite a few weeks ago.  I've had a number of problems with my account since then which has led me to believe my cutover was not done correctly.  Most of these issues have now been resolved, with the exception of my Ignite home phone.

 

I spent 2 hours on the phone with technical support and a customer care specialist who have not been able to solve the problem.  To make matters worse, the customer care specialist admitted that the original call should not have been transferred to customer care and that technical support was the best mechanism to deal with the issue (which is where I started in the first place).

 

I've had good success on this forum in getting my issues resolved so before I place yet another call into technical support can anyone help me with my issue?  Here is the problem:

- We call the home line from another phone (like my cell) and the phone rings about 7 times and then the call ends - never goes to voicemail.

- Rogers says everything looks good on my account, but the voicemail still doesn't work

- I can access my voicemail from my home phone from pressing *98.  My passcode works, so it appears to be setup.

 

Any ideas???  HELP!!!!  Thank you!

 

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Re: Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

RogersCorey
Moderator
Moderator

Greetings techuser123!

 

My name is Corey and we'd be happy to take a closer look to see what is going on! It sounds like we may need to escalate this matter for further investigation if our tech support team on the phones was unable to fix this through troubleshooting with you.

 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

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5 REPLIES 5

Re: Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

RogersCorey
Moderator
Moderator

Greetings techuser123!

 

My name is Corey and we'd be happy to take a closer look to see what is going on! It sounds like we may need to escalate this matter for further investigation if our tech support team on the phones was unable to fix this through troubleshooting with you.

 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

Re: Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

techuser123
I plan to stick around

Thank you Corey.  I have sent a PM to the @CommunityHelps account as you've suggested.

Re: Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

techuser123
I plan to stick around

Wanted to let everyone know that @RogersRahul was able to help me by setting up a case ID and have the issue routed to another team.  It appears as if something wasn't setup correctly but it now works.

 

On a related note, does anyone know why you cannot log in to the onlinevoicemail.rogers.com website from Firefox?  It works on Safari but I cannot get in on Firefox - I get a message "Online-Voicemail is currently unavailable,  please try again later.".  I tried turning off enhanced tracking protection but that didn't work - the "submit" button does nothing.  I do not have any other third-party ad blockers enabled for that site.

 

Is Rogers aware of this? Thanks again.

Re: Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

57
Resident Expert
Resident Expert

@techuser123 wrote:

 

...does anyone know why you cannot log in to the onlinevoicemail.rogers.com website from Firefox? 


I was able to login using FF just now without any issues.  Here's a list of more tips to try.  Have you tried private mode?  If it works with private mode, then you have a cookie or cache issue which needs clearing.

 

https://communityforums.rogers.com/t5/Internet/Unable-to-load-certain-website-s-and-or-videos/m-p/46...

Re: Ignite Home Phone will not route to voicemail since cutover from legacy Home Phone

techuser123
I plan to stick around

Thanks @57 .  I was able to access in private mode so I cleared my cookies (192 of them for the Rogers.com site...YIKES!!!) reloaded the browser and can now access the site.

 

I should have thought about that!  Thank you.

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