Provisioning Issue

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I've Been Here Awhile
Posts: 2

Re: Provisioning Issue

I have the same problem. I am appalled by the lack of effort to communicate with customers. I am without internet for more than 30 hours and counting and support can give me no eta or any insight into what’s going on.

 

I bet that even now people who are going in store to get new modems are not being advised to postpone the exchange. You would think one of the biggest telecom will have their marbles together on such a basic issue.

 

I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

Im still without internet coming up to 48 hrs due to provisioning issues. Was sent a text saying it was fixed 5 mins after talking to tech services. Again chatted with tech services then told by EOD it will be resolved. Not very happy right now. I stuck with Roger for reliability and strong tech support. Maybe time to source services elsewhere.
I'm a Trusted Advisor
Posts: 31,991

Re: Provisioning Issue

Hello @GordC

Believe me i have been there. Read my post below and see. This is something that has happened to my self and many it seems.

" Believe me this isn't something that should happen but it does. It happened to me for a week without Internet which my smart tvs you, laptop, tablet, cameras, security system, light systems and remote controls that I use. I was stuck without it for a week but got it works after another manager figured it out and fixed It. "
I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

@Meowmix one week without all those services. I hope you compensated fairly well by Rogers.

See what I don't understand about these big companies providing telecommunications services is when they are experiencing issues such as this they don't come right out and offer something to compensate for the loss of service.

This provisioning issues seems to be an old issue with those who get new modems. What is the cause of a provisioning error?
I'm a Trusted Advisor
Posts: 31,991

Re: Provisioning Issue

Hello @GordC

A month's worth of my Bill was waived. That's all. But alot of time was wasted on my end trying to get this fixed.

Honestly i have no clue. The manager told me that this happens during the back end when the server tries to register the modem and or cable box but the system and server won't accept it and causes a provision problem.

I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

@Meowmix thats the other part we all go through when dealing with these big companies "time on our part to follow up and tell our story to endless CSRs to have an issue fixed". Im sure a lot f issues can be fixed in the matter of min/hours not day/weeks.

Lets see if they hold true to their commitment to fix my issue by EOD. Even though its been two days without service. Oh i got a robo call saying the issue is being looked at .......
I'm a Regular
Posts: 304

Re: Provisioning Issue

So the provisioning issue still exists right now but Rogers is promising that it will be resolved by end of day today (Mar 2nd)? I was planning to swap my Dad's modem for a CODA but I might need to hold off if there are still provisioning issues. Funny, I called tech support today to ask them about the swap and they didn't mention this issue Smiley Happy
Rogers Employee borford
Rogers Employee
Posts: 145

Re: Provisioning Issue

So what is provisioning? her is a doc that might explain it and anywher along the line things can go wrong. After all we are dealing with man made devices and software.

PROVISIONING

Way over my head but it is disturbing when problems happen.

 

Brian

Highlighted
I've Been Here Awhile
Posts: 2

Re: Provisioning Issue

Exactly as described above has happened to me. I was advised to get a new modem, now Rogers can't connect it to their network or give the old one back. No internet and no solution. I even called in advance to try and avoid downtime, and was assured the exchange would be problem free. WARNING to anyone who relies on internet for business as I do. Rogers will not tell you when it will be fixed or help you in any meaningful way other then give you a paltry credit. If it causes you significant business problems and embarrassment, too bad for you. I will definetly be cancelling most of my services with Rogers.
Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: Provisioning Issue

Hello @Highcard,

 

Welcome to the Rogers Forums.

 

Although not the best experience, I appreciate you posting it and sharing your feedback. I can definitely understand your frustration, especially considering the impact to your business.

 

Provisioning issues are never something we can predict, unfortunately they happen from time to time. We try to resolve it as soon as possible when they do occur, hopefully in your case, it's since been fixed.

 

If you're still experiencing a provisioning fault, please reach out to us via PM @CommunityHelps and we'll try to get this resolved for you in a timely manner! Our private messaging system is explained here.

 

I look forward to your reply!

 

Regards,

RogersCilio