I am beyond frustrated and mentally stressed. My TV reception was freezing and had a technician show up last Sunday Sept 24th. My internet and home was working fine. The technician decided to change my modem. He then said that he was not able to help and that I am in worst shape as I no longer have internet no phone or tv reception. He then said he would return later in the day to help. He never showed up. I have called numerous times and spoke to over four managers. Dropped calls occurred by the managers and received. I have stayed on the phone with a technician for four hours until midnight troubleshooting the modem. Now they are saying the modem is assigned to another client. They said it was a back end issue and a technician going to the residence would not help. They scheduled an appointment today Sept 28th and decided to cancel as they determined that a technician at the residence can’t help. I then call again and I was told that yes the issue is at their end. Five days without internet is causing me stress and financial hardship. Please please help! Managers at Rogers have no empathy and will say anything to end the call and refused to transfer my called to their manager.
We welcome you to our Community and thank you for posting your concern. It's disappointing that swapping the modem resulted in losing the service altogether. It could be related to some technical issue preventing the new modem's provisioning. We can follow up with your case and look into expediting the resolution. Please send us a private message at @CommunityHelps. We detailed more info about our private messaging in this blog. Thank you for your patience and understanding!