Misled on Flex Channels

[BTorrens]

After doing some reading about the packages for Ignite Internet/TV, yesterday, I decided to sign up.

The process of arranging all of this at the Rogers store, was a somewhat painful and confusing process.  I had an existing account using the VIP TV service and wanted to upgrade to the Ignite service.  After attempting and failing, the agent in the store told me we would have to create a new account and then I would have to phone and have the old account cancelled.  Now I have two accounts and a whole mess with that.  Spent over an hour on hold, twice trying to get it sorted out and I'm still not certain it is.

The part that I am really unhappy about is the lack of "Flex Channels".  When I was reading about the packages, it talked about Flex channels.  When I asked the agent in the store, about altering the Flex channels, he told me it was really easy and could be done on the website.  Turns out that was a complete lie.  After installing the internet and cable, I was unable to make any adjustments to the channels.  After doing some further searching, I discovered that the Flex channels were discontinued in November of this year.  So basically, not only was I misled by the webiste, but also by the employee at the Rogers store.  You would think that the Rogers agents would know something as important about a change like this.....

So now I have a bunch of channels that I will never, ever watch, and a bunch that I would have liked to have access to, but the only way to get them is to pay extra.

To be honest, it almost feels like bait and switch.  I suppose it is actually buyer beware, and never trust the agent at the store.

Not pleased....

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[57]

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@BTorrens wrote:

After doing some further searching, I discovered that the Flex channels were discontinued in November of this year.  So basically, not only was I misled by the webiste, but also by the employee at the Rogers store. 

To be honest, it almost feels like bait and switch.  I suppose it is actually buyer beware, and never trust the agent at the store.

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Not quite sure how you were misled by the website - the Flex channels have not been available on the website (to new IgniteTV customers) since November 1 - Forum link below. The various packages were a bit of a mess for about a week or two as discussed in the link below and other threads.  Yes, Caveat Emptor.

https://communityforums.rogers.com/t5/Ignite-TV/Changes-to-Ignite-TV-Channels-in-Packages-and-Theme-...

[BTorrens]

... and yet with all the "Flex" info available on the website, you would think they would have some big banner

Having the Rogers employee in the store tell me I could change my flex channels was very misleading.  He could have told me on the spot that it was no longer an option.

Insult to injury, I have been a Rogers TV customer for over 20 years.  This is the thanks I get for upgrading....

[57]

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@BTorrens wrote:  Having the Rogers employee in the store tell me I could change my flex channels was very misleading.  He could have told me on the spot that it was no longer an option.

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Changing the Flex channels for existing IgniteTV customers is usually very easy using MyRogers and is still an option for existing IgniteTV customers, just not "new" IgniteTV customers since November 1.  The major package changes as of November 1 are very recent and I can only assume that the Rogers employee was going on past experience.  I'm sorry that you thought you'd still have Flex. Many people are disappointed with this.

[BTorrens]

Which is my point, why would the Rogers employee, who is currently setting up my account, explain how I could change my Flex channels, using his example, swapping out a baseball channel, when the season is over and swapping in a hockey channel.  Like I said, it just made the whole experience confusing and misleading.

It's also more than a bit irritating that, after using Rogers TV for over 20 years, I find out that my "upgrade" is not as good as other Rogers customers.

[57]

Unfortunately, Shrinkflation seems to be a fact of life these days. Even "other Rogers customers" contend with with the same thing.  Any time you change your package it seems there are fewer channels and the cost remains similar or even more.  When IgniteTV started out over 5 years ago, there were more Flex (and other) Channels included, Home Phone was "free", Pods and additional box(es) were "free", etc. 

One needs to be very careful these days to research what you are getting and look at the overall price to get what you want/need.  Unfortunately, this may require more research than many people have time for or patience.  It's always a good idea to compare two or more different sources, so that you can compare and corroborate. 

[BTorrens]

Then Rogers really needs to make things much clearer on their website.  When you ask about Flex channels, the site should immediately warn you that they are no longer included.  Also, to the point, I did actually research a few different providers, but decided in the end to use Rogers for my internet and TV.  I've been using Bell for my internet for years.

It also just seems like a ripoff when a Rogers employee tells me I can use it, only to find out when I get home, I can't,  As I said, misleading and disappointing.

[MalakiScarberia]

We’re in the same boat. Finally switched from Roger’s digital cable to Ignite back in November. We made the all the arrangements with a Roger’s agent over the phone and were also told we would have flex channels……well no flex channels. Irks me paying for services I’m entitled to yet not receiving. 

P.S. Also a customer for well over 20 years!