Error Message When Exchanging Flex Channels for Ignite TV

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Resident Expert
Resident Expert
Posts: 1,283

Re: Error Message When Exchanging Flex Channels for Ignite TV

@RogersTony  / @CommunityHelps  There's definitely a problem with the web site.  I have seen this happen before when a channel is still available/broadcasting but gets removed from the list of available Flex channels.  I think this glitch happened again as a result of the Fox Sports Racing change, and I suspect parts of the system thinks that I am still subscribed to a channel but other parts of the system think that this channel is unavailable.  As a result, the web and mobile apps gets into a bad state.

 

With my current channel subscriptions, the MyRogers mobile app says that I have 223 channels in my lineup, which includes 85 Flex Channels.  "View my Flex Channels" displays an empty list, as does "View as a PDF".

 

The MyRogers web site says that I have 174 channels, which includes 76 Flex Channels.  "View my Flex Channels" displays 76 channels.  When I click "Exchange Flex Channels", I see 85 channels in my list.

 

Strangely, the Rogers web site, under "Bundles", says that Ignite Premier includes 190 channels + 86 Flex Channels.

 

When I click the "View All", then click the "See available Ignite Bundles" button, click the "New customer" option, enter my home address and click "Check address", it says that Ignite Premier has 185 Total Channels and 87 Flex Channels.

 

At this point, I don't know exactly what (or even how many) channels I should have nor can I even see online which channels I actually do have.



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Moderator
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Posts: 985

Re: Error Message When Exchanging Flex Channels for Ignite TV

Hello, @-G-

 

Thanks so much for posting your concerns about your TV subscriptions.

 

I can understand how confusing it can be if there is a discrepancy between what you are seeing on Rogers.com vs your MyRogers profile in the app and website. 

 

We'll need to take a closer look at your account on file to determine how many channels you should be receiving. If there is an error with the Rogers.com website we can certainly send that off to be corrected. Please send a private message to @CommunityHelps so we can get started.

 

I know that you are familiar with how to send a Private message but for those not familiar, no worries, Click Here.

 

RogersTony

 

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I Plan to Stick Around
Posts: 86

Re: Error Message When Exchanging Flex Channels for Ignite TV

For the last several weeks when attempting to work with "Flex Channels" the make changes page is in a continuous refreshing loop.  I am using Fire Fox for a browser.  Anyone offer a suggestion re this problem.

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Posts: 1,283

Re: Error Message When Exchanging Flex Channels for Ignite TV


@Webster01 wrote:

For the last several weeks when attempting to work with "Flex Channels" the make changes page is in a continuous refreshing loop.  I am using Fire Fox for a browser.  Anyone offer a suggestion re this problem.


I'm not sure what could be causing this.  Do you have any add-ons installed or have you changed the "Enhanced Tracking Protection" settings from Standard to Strict?

 

If you are experiencing problems with multiple browsers, I would report it.  If "Exchange Flex Channels" is not working for you or if you get an error after clicking "Confirm channels", you can also ask Tech Support to perform the Flex Channel exchange for you.

 

FYI, for the problem that I reported a few posts ago, I had to open a ticket with Tech Support and it took several weeks for them to investigate and get my account fixed up.



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I Plan to Stick Around
Posts: 86

Re: Error Message When Exchanging Flex Channels for Ignite TV

Thanks for the reply.  I will escalate the matter if it doesn't soon clear up.  Just thought someone might have found the magic trick.  Today seems to be a bad day the voice command "restart" opens my Amazon Prime app.  I have found that sometimes waiting and doing nothing is just as fast in getting issues corrected as enduring the long waits for support.

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I've Been Here Awhile
Posts: 4

Re: Error Message When Exchanging Flex Channels for Ignite TV

my issue is the same only the flex page keeps reloading constantly making it useless. havent been able to change channels in 6 weeks, Chat help is useless makes mwe wait till i just give up
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Moderator
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Posts: 566

Re: Error Message When Exchanging Flex Channels for Ignite TV

Hello @easton2,

 

A warm welcome to the community! We hope you've been keeping safe and well! Congrats on your first post here. 😊

 

If you don't mind us asking, which web browser(s) have you used to log in and access your Flex Channels? It may be helpful to try a few different browsers (Firefox, Chrome, Explorer, etc.) to see if the same issue persists. You may also want to try clearing your cache in between attempts as well.

 

If the issue continues, please send us a Private Message @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

 

Thank you kindly!
RogersLaura

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I've Been Here Awhile
Posts: 4

Re: Error Message When Exchanging Flex Channels for Ignite TV

I use a newly installed version of Chrome. Every other site and every other page on rogers.com works fine.

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I've Been Here Awhile
Posts: 4

Re: Error Message When Exchanging Flex Channels for Ignite TV

I just dl a new version of Firefox and its still doing same. 

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I Plan to Stick Around
Posts: 86

Re: Error Message When Exchanging Flex Channels for Ignite TV

We have the exact same problem.  I have had an open ticket on this since the 2nd of September with no resolution.  This past weekend they did call wanting to know if I still had the issue and got me to change my password.  Why I don't know.  And nothing since.  This has issue has existed since about mid August.  Only communication I have really had from Rogers has been from the Moderators here.  I am a fairly patent fella but feel this is totally ridiculous.  I have been told by Rogers that "No news is No news" but I need to vent now and then.