Open work order since August 22 for home landline problem

[HeideC]

Rogers home landline

I have an open repair request since August 22, 2022 regarding my Rogers home landline - cable, not wireless. I have a particular problem when I try to call a specific other Rogers home landline number in that they can hear me but I cannot hear them. It is not a standard one-way voice situation as the party on the other end can call other people and I can also call other people and hear them just fine; I can call this same party's home landline number from my cell and everything is normal. This same party can call me from a cell number and everything is normal. There have been random incidents as of late where someone tries to leave me a voicemail message but I cannot hear it; I tried calling from a different landline yesterday to try leaving a message; I got cut off half way through the message before I could leave one; I am unable to call Rogers on my landline using the 1-888-ROGERS1 as it doesn't connect after calling; therefore, I use my cell phone to contact them regarding updates. Both the other party and myself went and purchased new home phones in the event that one was faulty; still did not help. Every now and then I get the same text message apologizing for the delay and that they are still working on it. I call at least once a week and each time the new person on the end generally states "oh, this is from August? We are usually able to correct within 48 hours; I will escalate this" Each time I call I ask what do "the notes and date entries show on the service log reflecting what you have done to try and fix the problem"? I am only give the answer, "we are working on it" but won't give me details. They insist they don't need to come to my home and test the hard line coming into my dwelling. It's been over a month yet at no time during my communications has it even been offered from them to give me any kind of accumulating credit for not having a proper working service that I pay for. I am pretty certain my request gets looked at and then gets dumped back in the queue for the next person as no one knows what to do to fix it. This particular party is my elderly father who I call several times a week; he has a hard time with clarity on a cell phone and is one of the main reasons I have retained the home landline as he is able to hear much better using it. A generic automated update that someone hits send every week and to appease a client is not a course of action. I have 4 other services with Rogers besides this one and am almost ready to contact retention and end my accounts with them after over 30 years of being a loyal customer. If anyone has any suggestions of what they might think the problem is I would be happy to hear them as maybe one of you has the answer. Thank you for listening.

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[RogersCorey]

Greetings @HeideC!

This sounds like a one-way voice issue. It can impact very specific numbers and not others. There typically isn't an easy fix for these kinds of issues and escalating a ticket for further investigation is often necessary. 

If you've already had this issue escalated, I would like to look into the documentation available in the ongoing escalation for you so that I can get a better understanding of the issue at hand before I make any further suggestions. 

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

[HeideC]

Hello: and thanks for replying, as this request had been escalated several times.  I called today for another update and the handler I spoke with(I wish I had got her when I called on August 22) was able to see what the problem has been all along and indeed, a service technician is required as the phone modem unit is requiring a new battery; a service visit is scheduled for this week and hopefully their attendance will finally resolve this problem.  If it isn't resolved, I may definitely have to follow up with you.  Fingers crossed. Thank you.

[RogersCorey]

We're looking forward to hearing good news from you! I trust that our tech will be able to get this matter resolved for you.

Regards,

RogersCorey