Email no longer accessible - after migrating to Xfinity

[Johnny74]

Good morning.

 I tried to find any similar posts or knowledge articles or to see if there is a service interruption causing this, but didn't find anything that help explain my (current) situation.

So for context (around my frustration)...

After holding out for a very long time on the Legacy system, I finally switched over to Xfinity this week. While the self install is certainly straight forward, the service in the first 48 hours has been challenging.

I have so many family and friends that have dealt with numerous issues with Ignite/Xfinity, and the HOURS they've spent/wasted/taken from them to resolve is the whole reason why I held out so long! 

But I was left with no choice, other than going to another ISP.

So after (another) 3 hour chat, the Rogers CSR finally gave me the price and package similar enough to what I had with legacy, if I agreed to switch to Xfinity (and not another ISP).

And so it begins....

Yesterday morning, spent the better part of the day rebooting the modem, and my 3rd party router, as things just were complete unstable and freezing. It has now been stable (knock wood) for the last 15-20 hours.

However, the current issue is I can't access email.

It was fine until yesterday morning, so it didn't just stop after hooking up the new modem.

But now I can't get it to my Outlook (paid version - 365 - which I have used for years) - get the pop up to enter my username and password - which is already populated and correct.

I have tried rogers.yahoo.com, which automatically redirects to a "can't sign in to your Rogers Yahoo mail account paged with the generic steps to try and resolve.

When I try directly through the rogersmembercentre, it hangs for a bit then get an error message - "Something went wrong on our end. Please try again later."

I have tried 3 different browsers, cleared cache, and tried from mobile (android).

All get the error.

I read other posts that moving to the new system should not have impacted email access.

So anyone have any ideas what's going on?

Did I miss a notice that access was changing, and I forgot to do something??

Is there an issue with Email right now - that isn't just me??!

I didn't see any posts about it, and the Rogers site never really gives you any updates on outages, or really changes for that matter.

Sorry for the rant; while I get there will be a certain level of pain during any change, but as many of us have more days behind us, then left ahead of us, (@Rogers!) can we really afford to spend this time trying to figure out these things?!?

😞

Hoping this is not the beginning of ongoing challenges.

(and hoping it's something I am doing wrong, and happy to put my head down in embarrassment for missing something!

😉

Thanks in advance to whomever in the community has some time and insight to offer solutions.

Best.

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[Johnny74 · Accepted solution]

*Update - issue resolved*

So the issue ended up being that my emails were deactivated when the agent switched my Legacy over to Xfinity.

I had to have a chat with Tech support to get it resolved.

Now a shorter rant with this latest experience:

Yes. The Tech rep did resolve it.

But what should have taken 10-15 minutes on chat, took almost 1.5 hrs, as they must have been handling multiple clients at the same time.

They would ask for info, I would reply almost immediately, and then it would be silence for 5-10 minutes at times; that happened multiple times during the chat.

And when I voiced my displeasure with the fact that this should have been something that the original Rep should have known to take steps to prevent, and how much time I had spent already on this, they offered no apology.

Ya, I know there is a theme to my rants.

I've been a Rogers' customer since the old Cantel days! And have most often been satisfied with the service itself.

However it just seems more and more, over the last few years, that there is a certain level of apathy with the Rogers customer experience.

😞

Anyway... main point, issue resolved.

As a PSA - for those that are going to have to switch from Legacy to Xfinity, please make sure you call out to the rep to ensure they do not let your emails get deactivated!

Merry Christmas/Happy Holidays All.

J.

[RogersZia]

Hi @Johnny74, thanks for keeping us posted. I'm sure our users will find your update valuable :).

RogersZia