5G Home Internet Seasonal Suspension

[reidtait]

Hi there,

I just recently subscribed to Roger's 5G Home Internet for a rural cottage. As it is a seasonal cottage, I will only need the internet service for just over half of the year. With previous providers, I have been able to put a seasonal service suspension in place. Does Rogers offer the same for the 5G Home Internet service? I've found a bit of info on service suspensions for mobile phones and Ignite Home Internet, but no definitive information on suspending the new 5G Home Internet.

Anyone know what the suspension policy & cost is?

[RogersMaude]

Good day @reidtait,

Thank you for posting your inquiry to the Rogers Community! We appreciate your contribution since I'm sure other users were asking themselves the same question.

Good news! 5G Home Internet customers can suspend their services for $5/mo up to 185 days per calendar year, to temporarily suspend their services for reasons like renovations, seasonal property, vacation, etc.

The minimum suspension duration is 30 days and the suspension must start within the next 30 days of your request.

The temporary suspension blocks all services, waives compatible charges and adding it at the start of a bill cycle prevents prorated charges. 

You can avoid late payment charges by setting up automatic payments or make payments in advance. Do note that the fee is non-refundable.

You’ll get a confirmation email and reminder emails 5 days before and on the last day of the suspension and your services will resume automatically at the end of the suspension. 

Don't hesitate to let us know if you have questions!

RogersMaude

[johnahoffman]

Thanks for the confirmation of what I was told when I initiated the service. But how do I go about initiating a seasonal suspension,

Thanks John

[RogersJermaine]

Hi @johnahoffman,

Thank you for joining the conversation. Once you are signed into your MyRogers account you can scroll down to your Wireless Internet plan, and you should see Manage beside it. Select it and scroll down to the bottom and select Manage temporary suspension. Suspension of the wireless internet is similar to suspending your mobile phone plan which you can find the steps on our website here. 

Regards,

RogersJermaine

[reidtait]

Thanks @RogersJermaine, however, when I follow the steps you've outlined, I get the following error message:

Your plan isn't eligible for a temporary suspension. To temporarily suspend your services, you'll have to change your plan.

Am I able to have the suspension set up by calling Rogers?

[RogersZia]

Yes, you can contact us via any of the methods listed here to have the temporary suspension added to your account. 

RogersZia

[DS256]

@RogersMaude I need to know how to do this please. I tried to temporarily suspend on-line yesterday and was blocked because my plan would not allow it. I then chatted with 2 agents who both said that I can't suspend my service.

[DS256]

For those who come after me. I was able to get my 5G Mobile Internet suspended but it took calling into Rogers and waiting on hold for a long time while they sorted it out. 

The problem is that the deal I was offered included financing where I was paying $17/mth but Rogers was providing a $17/mth credit. I'm don't know if this is new this year but what was stopping the plan being recognized as being able to be temporarily suspended.

The actual cost is $5 plus $2.21 which is the tax on the $17 credit. So I'm expecting to see $7.21 on my next bill.

I don't know why this was so hard.