Hello @jblack78,
Welcome to the Community!
Typically the changes to the Flex Channels is instant. When did you make the swap? Has there been an automatic update since the changes? What happens when you manually choose one of the new channels, do you see a message on the screen?
Just need a little bit more info to assist you further.
RogersZia
maybe the CSR has to do some sort of "re-send to switch" or some kind of "re-hit" on their back end system to push the changes thru?
@jjjjy7 wrote:Logged back in to verify if the channels were exchanged, now I get the following:
"Sorry, there's a problem. There seems to be an issue with the information we received. Please contact us and we'll help you out."
It might be down for maintenance.
I had a fairly lengthy discussion with tech support yesterday about problems with Flex Channel management in MyRogers. "View my Flex Channels" was missing some of my subscribed channels and "Exchange Flex Channels" displayed some channels that I was not subscribed to. Also, a number of active Flex Channels, some of which I am subscribed to, had also been removed from the channel picker... and I think that this was causing the web app to get into a bad state and was preventing me from making changes to my channel lineup.
Community,
Thank you all for flagging the Flex Channels Exchanging issue. Please send us a private message at @CommunityHelps so we can collect the required data and submit ticket for the backend teams to investigate.
Please check our blog if you require assistance with the private messaging.
Cheers,
RogersMoin
@RogersMoin wrote:Community,
Thank you all for flagging the Flex Channels Exchanging issue. Please send us a private message at @CommunityHelps so we can collect the required data and submit ticket for the backend teams to investigate.
Please check our blog if you require assistance with the private messaging.
Cheers,
RogersMoin
Unfortunately, I'm still not able to exchange Flex Channels and all of the Rogers support reps that I have spoken with (including level-2 reps, in consultation with their support teams) are equally baffled as to how to fix it. Here's a rundown on what I think is causing problems:
I'm currently subscribed to the Premier package. Since I subscribed back in May, the following packages have been delisted and removed from the list of available Flex Channels:
- IFC and Cosmo TV. FYI, these channels will cease broadcasting on September 30.
- Stingray Retro, Vibe, Loud and Juicebox. I don't know why. Something about their status will be changing on November 1, 2019 but nothing has been officially announced yet as far as I can tell. FYI, Rogers signed a new long-term contract with Stingray a few weeks ago: http://www.stingray.com/about-us/press-room/news-and-press-releases/stingray-renews-distribution-agr...
If you are subscribed to any of the above channels, they are still active and you can tune into them, but their delisted status seems to break Flex Channel management on MyRogers:
- I am currently subscribed to 85 Flex channels but "View my Flex Channels" only lists 83; the two missing channels are delisted channels.
- "Exchange Flex Channels" (when I was still able to open it) said that I was subscribed to 86 Flex Channels. This includes the 83 Flex Channels listed above plus three other channels that I currently cannot tune into. None of the delisted Flex Channels were shown, neither in the list of channels to remove nor in the list of channels to add.
If any of you are subscribed to Comedy Gold, it ceased broadcasting yesterday but still shows up in the list of available Flex Channels. If you are able to exchange Flex Channels, swap that channel out while you still can.
