BEWARE: Cancelling previous service when switching to Ignite Internet

[Brookster101]

I recently made the switch from Bell to Rogers, choosing the 1.5Gb/2years promo. During the online setup process, there was a box that said if checked, Rogers would cancel Bell's service for us.

I thought great, that's gonna be less work for me! I even spoke with a text chat agent to confirm that's how it worked, because I was surprised they would offer an option like this - she said that the Bell service would be cancelled upon installation of the Rogers modem. Cool. Fast forward 2-3 weeks. Wrong. They never cancelled the previous provider. I now have a bill from Bell, and of course they won't waive that because it's not their problem. Rogers customer service also denies responsibility. The agent said they cannot cancel other providers' services, which makes sense but was not explained in the sign-up. Besides, it explicitly says there "We will cancel your old service for you if you can find your provider in the next step," which I did.

Anyways, just wanted to share. New Rogers customers beware.

[Pauly · Accepted solution]

Sometimes a seamless provider switch will not go thru due to inaccurate or missing information, in that case just cancel your provider normally.  Yeah you got a bill from your old provider because you were still a customer of them, you will stop getting billed once your old provider receives a cancel request.

[Farseeker]

This just happened to me. I was served a Final Notice from Fido saying I owe them 3 months back pay, thinking I was cancelled because my Rogers Rep told me they will take care of the switch. Now he won't answer my calls or email. This kind of stuff happens everytime I try Rogers again. Really regret this decision. 

[Pauly]

What is so hard with picking up the phone and calling your old service provider to confirm its been cancelled?

I dont trust NO ONE and do things myself, yes it requires more work or effort on my part but I don't have these things happen to me.

It's really hard to confirm the status of a Seamless switch. As a subscriber on your new provider, you get no notification if the seamless switch cancelled your old provider, you just get told "we can cancel it" but nothing more.   I dont trust these things, I do things myself because I know if its done or not.

[birdnerd123]

This just happened to me as well. They successfully cancelled my Bell Mobility, probably because I wanted to keep my old number, but they failed to cancel my home internet and cable. I understand that I should have checked, but it is incredibly frustrating when an agent tells you over the phone, even when you have an option for it on the website (see above). There should be accountability if they fail to follow through with something they have said they can and will do.