Lack of email support from Rogers needs attention

[RBinOntario]

I would like to register a major complaint with Rogers regarding their email service. Until September 4, 2022, I had no idea that email technical support was a purchased service from Yahoo for Rogers. What that means is that if you have a severe technical problem with your email (such as loss of recent or past email as viewed from Yahoo webmail or MS Outlook) Rogers is not able to provide technical service such as emergency data restoration from archive. Instead, Rogers refers you to a Yahoo website form from which you enter a service request and then hope that someone from Yahoo will get back to you in a timely fashion. In my case they didn’t.

Rather than detail my own negative experience with Rogers technical support including zero technical assistance from Yahoo, I would simply like to state that Rogers email users need to be aware of the serious lack of support they are currently receiving from Rogers (and Yahoo) and that they need to be performing their own email backup frequently so they don’t get burned when email exchange server irregularities occur without warning.  In my own case I have used MS Outlook PST backup files for about 20 years and was able to do my own email recovery piecewise. I believe Rogers need to help clients with email backup and even if they are not trained in Outlook they should be able to help clients with a webmail based backup procedure. I don’t know if this was a contributing factor to my own email problem but I think Yahoo should warn clients when their email storage approaches a risky storage capacity (5 GB?). But again, the bottom line is that all Rogers clients should be backing up their email regularly themselves and ensuring that only one or two years of email is on the exchange server at one time.

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[RogersTony]

Hello, @RBinOntario

Welcome to the Rogers community forums!

It is disappointing to hear that you had a negative experience with our support teams regarding the email issues you had.

You can find the backup options for Rogers Yahoo Mail here. Using an email client like Outlook will provide more options for backing up your emails. Users can find the steps on how to set that up in the support article here.

Thanks for reminding the community to back up their important emails.

RogersTony

[RBinOntario]

Thanks for your reply. Neither of the two links provided resolve the issue of rebuilding the exchange server content when it is disturbed and it is important to remember that there are several devices used to access web mail from the same server. So you need to maintain the content on the server as an email user, In my option, that’s the part that Rogers need to help email clients with, And not multiple, independent email systems.

[dclimans]

Yesterday I connected with a Microsoft tech. After an Apple software update my Outlook (365) was crashing repeatedly. While trying to fix the problem, he was unable to generate an App Password, and suggested that I contact Rogers. The first Rogers tech rep wasn't able to comprehend my problem. She checked with her manager and then came back on the line and suggested I use Yahoo WebMail. I eventually convinced her to connect me with her manager, who bluntly told me that Outlook was no longer supported by Rogers - "It won't work anymore." I expressed that Outlook is the software of preference for millions of Canadians and that it would be next level ridiculous for Rogers to arbitrarily decide to ignore its clients. Crickets. No response. Have a nice day. Unless this is resolved, I will be severing my 30+ year support of Rogers

[57]

@dclimans : As discussed in numerous threads regarding the App PW generator, it went down in March of 2023 and it will not be fixed.

Please see the following summary post regarding the issue.

https://communityforums.rogers.com/t5/Internet/Can-t-create-App-password/m-p/524346/highlight/true#M...

The latest subscribed version of Outlook 365 for Mac will work without an App PW and you should simply be able to utilize the Webmail PW, assuming you're not running Outlook 365 in Legacy mode, but in "new" mode.  You should be able to either delete the existing email account and set it up anew, or perhaps you can delete the server settings in the account settings and Outlook 365 will then prompt you for the e-mail and webmail PW, which will be similar to setting up an app on a device like a phone or tablet.  You may need to provide a cell phone number for MFA.  Also recommend to do a backup before any of the above.

See the following FAQ regarding Rogers email.  Although it may take a few years, it appears the writing is on the wall and many people are switching to Gmail or Yahoo! mail (not Rogers/Yahoo!), or setting up their own domain.

https://www.rogers.com/support/internet/rogers-yahoo-mail-change-faq

[dclimans]

Regarding the advice to use the "new" mode version of Outlook in 365, and applying the webmail PW, couple of key questions:

1. Why did the Rogers Tech Support Manager provide me with none of this information? He's either incompetent, poorly informed, or has been instructed to absolute avoid involvement with Outlook issues. My impression is  that the last is the case
2. The damage has already been done in terms of my archive. I have a backup on an older Mac computer, but this has been highly disruptive. Given your last comment,"writing on the wall", even if I could, why would I trust Rogers again to not make arbitrary changes and repeat the cycle. When the banks want to increase profits, they take away services and personnel from the branches, hoping this will result in fewer (low worth) customers. Seems like Rogers has decided to follow the same strategy

[57]

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@dclimans wrote:

Regarding the advice to use the "new" mode version of Outlook in 365, and applying the webmail PW, couple of key questions:

1. Why did the Rogers Tech Support Manager provide me with none of this information? 
2. ...increase profits, they take away services and personnel from the branches, hoping this will result in fewer (low worth) customers. Seems like Rogers has decided to follow the same strategy

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1. CSRs are trained to handle certain questions and certain areas and typically use keywords to look up information on topics where they are not expert.  The Rogers CSRs cannot be expected to know all the nuances of all the various ways of handling e-mails like email clients, Outlook, Thunderbird, Mac Mail, and dozens of apps for various devices like phones and tablets.  Even when they do know something on the particular topic, things can change like the fact that subscribed Outlook now works, when it didn't when the App PW generator first went down.  Searching the web and this forum may find the latest appropriate information....

2. I believe you'll find that a large percentage of corporations are now like that.  If you're interested, check out the documentaries "The Corporation" and "The New Corporation".  

[dclimans]

The CSR that I started with, as I described, wasn't even able to comprehend the problem or articulate a solution. I then spoke with her MANAGER, the person supposedly in charge of training and overseeing all CSRs. After my interaction, and his complete abdication of responsibility on behalf of Rogers (consistent with Rogers' "express corporate strategy" - his words), I filled out a customer satisfaction survey. As you can imagine, I couldn't possibly have given Rogers a lower score. I also provided rationale for my responses on the survey.

Other than this forum and the feedback that you've given me, I've yet to hear anything from Rogers.

Unfortunately, Canadian consumers have very limited choices in industries like telecom, airlines, financial services, retail food distribution, etc.. leading to shocking overpricing and unconscionable customer service. When I'm in Europe, my cost for a month of internet/wireless connectivity is a fraction of what Rogers charges.