New Modem Not Working for 5 Days

[Janiskp]

I was offered an upgrade to the Fibre Connect package and after one appointment was inexplicable cancelled without my knowledge (waited at home for 2 hours), the tech arrived on Sunday to install.  He left and told me it would be working in 30 minutes.  Well that was 5 days ago and I have zero service.  I have spent hours calling and all I'm being told is that is a "software provisioning error" and that Rogers engineers are "working on it".

To say this has been stressful is an understatement.  I have been using iPhone data (of course iPhones do not seamlessly work with Windows laptops) and racking up likely huge wireless data bills in addition to all the other expenses.  I cannot work from home now and have to spend money commuting and frantically finding childcare.  

I'm giving Rogers another day to fix this or else I will be taking this to social media.  After what they put us through last summer, you would think they would treat their customers better.

If anyone has any advice on how to reach a higher-up, it would be greatly appreciated.  During my daily calls, I end up being put through to a supervisor who keeps repeating the same "please be patient" mantra.

This has been just awful !!!

**Labels Added**

[RogersMoin]

Hello, @Janiskp.

Thank you for posting your concern, and welcome to our Community!

It's disappointing that provisioning failure is preventing your modem from going online. When there is a provisioning failure for any technical reason, it has to be done manually. We hope your service gets provisioned at the earliest. 

We can follow up on the case and expedite it for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

Cheers,

RogersMoin

[kebyrne]

Was this ever fixed?  I am now in "activation . ". I have no idea why internet disappeared taking with it the home phone, and why the ignite tv disappeared.  I have heard terms like "provisioning" and "back office" - I have no idea what any of that means. The problem started Nov. 9 so heading for a full week tomorrow.  Will it ever be fixed or should I find a new provider?

[kebyrne]

How long does it take to fix problems?  I have had a ticket outstanding for 1 week. Does that mean the issue is not fixable?  Should I just cancel my service and start over?  Does anyone have any experience with long standing problems that never get fixed?

[Janiskp]

Hi there. It took a miserable 6 days to get service again and yes they called it a “provisioning” issue which could only be fixed by certain engineers. Who knows. However even if your modem has the white light indicating it’s working, you may not have service but it might just need to be reset.  I had to spend an 45 mins on the phone with tech support to reset it. 

After all that, they not only gave me a pittance as a credit but they never even corrected my bill so for 2 months I was charged the old rate. When I finally got someone on the phone about that, I was told I did not even have a fiber optic modem, just a modem swap. News to me, so I had to again have technician out to install a fiber optic modem which worked right away, surprisingly.

I really hope your experience is not as miserable as mine was. Please keep us updated, I am most curious how long yours will take to resolve.

[kebyrne]

Still nothing is working.  They closed one ticket only to open another when I called to tell them nothing works.  Why did they close a ticket when nothing works?  Still saying a provisioning issue and it will take 24 to 48 hours or perhaps 6 to 8 days.  Well, which is it??? I have no confidence this will get fixed.

[RogersMoin]

Hello, @kebyrne.

I appreciate the update; however, it could have been good news. I understand your frustration with the ticket closure. This is certainly different from the level of service we strive to provide. Please send us a private message at @CommunityHelps so we can investigate and expedite the resolution process. We detailed more info about our private messaging in this blog. 

Regards,

RogersMoin

[Grwebster]

I had a similar experience about 1 year ago on installation of a new modem.  The modem was partial through the initialisation and was stuck.  They had to manually fix in on the server side.  The whole issue was caused by a local line issue that went undetected.  Was a big mess.

[kebyrne]

I am now at Day 23 and still nothing.  Rogers simply keeps opening new tickets and extending the time that it will take to fix the problem.

[kebyrne]

How log did it take to fix?  I am at day 23.

[kebyrne]

Sorry ... I am at day 13.  I am so upset I can't even do simply arithmetic anymore.