Provisioning Issue

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I've Been Around
Posts: 1

Re: Provisioning Issue

Yup, same here. I received a letter from Rogers saying I would have to upgrade. I swapped my modem and now I have been waiting 27 hours and counting for my modem to be provisioned.

 

Online chat and phone says to keep waiting. There is nothing they can do. Extremely frustrating experience.

I'm Here A Lot
Posts: 6

Re: Provisioning Issue

Same issue here. Going on 24hrs after the Coda modem upgrade.

No one told me this could be a possibility or else I would have kept old modem. I’d rather have slow and laggy internet than none at all.

I tell ya, Bell is heavily canvassing my area after a major network upgrade they just did and are offering me the exact deal Rogers is offering me for the next 2 years.

My term is done soon so I think I just may.
I've Been Around
Posts: 1

Re: Provisioning Issue

It's been over 24 hours now that I don't have internet due to this provisioning issue. Very disappointing. Should not have upgraded the modem had I known. Poor Rogers service all around. Not sure why the Rogers store people are clueless about this issue. Bad state of customer service at the largest telecom services company in Canada.
I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

I'm also without internet due to a 'provisioning error' for an upgraded modem I didn't even ask for. Tried speaking with several agents and supervisors to get at least some understanding as to what's going on, but not surprisingly it got me nowhere. I even went to a Rogers store only to find a line up of customers with the same issue and no answers given. They couldn't even give me my old modem because it was shipped out already. I was first told it would be resolved in 24 hours and now I'm hearing it can take up to a week. I work from home and need the Internet. This is terrible service and sadly I expect nothing more from this company. So disappointing.
I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

Going on 50 hours here without internet. Ridiculous.

I bet you any money they're still handing out new modems too.  Such terrible communication.

I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

That's exactly the issue. I work in I.T. and understand that glitches happen, but the fact that they're still giving out new modems knowing that there's a systemic problem baffles me. What a joke.
Moderator
Moderator
Posts: 319

Re: Provisioning Issue

Hello everyone,

 

I can definitely understand how frustrating it is waiting for a resolution here, but rest assured, our technical teams are diligently working to resolve the issue and we thank you for your continued patience.

 

If you have reported this issue to our technical teams, you should receive a notification when services are restored. If you haven't spoken with technical support and don't have a ticket escalated, please contact us via PM @CommunityHelps and we can open a ticket for you.

 

Our private messaging system is explained in this blog.

 

Thanks again for your patience,

RogersShaun

I've Been Here Awhile
Posts: 4

Re: Provisioning Issue

Got the letter to swap modem... Went into the store this morning and got it swapped..

Got stuck w/ provisioning issue like the others here.. No internet all day today.

Fun times.

Highlighted
I've Been Around
Posts: 1

Re: Provisioning Issue

I switched to the CODA modem. I've been stuck provisioning for over 48hrs. This is utterly ridiculous. I'm burning through my mobile data. I have deadlines to meet.

I can track my pizza on it's way home but I can't find out when my internet will be up? No warnings, no notifications, just "We will tell you when we fix it". I've been a customer for years but I'm thinking it's time to switch.

It's not rocket science. Just tell your agents to relay this crucial information to consumers, when they come in to swap their routers. There's not even a proper, "We're still working on it" notification (via text/email) for open tickets.

It's the lack of proper communication/updates that makes this such an infuriating issue.
I've Been Here Awhile
Posts: 3

Re: Provisioning Issue

Same here. Switched to the new modem to take advantage of a new deal that Retentions department gave me on a package including Ignite 500. No internet now for over three full days and counting. No real indication of when it may return - each day Tech Support gives me the same garbage - “hopefully it’ll be back today”. Yeah that’s what you told me yesterday. Frankly unacceptable service. And to think they’re still doing these modem swaps in their stores is absolutely laughable.

To top it all off I just got a message that I’m now over my cell data allowance. Yeah no kidding - it’s my only means of internet access!

I have work related assignments that are past due because I don’t have internet access.

I now have a Bell Fibe installation scheduled for tomorrow. I’ve had bad experiences with them in the past as well but after this nonsense from Rogers I’m gonna give their fibre to the home gigabit internet a try. At least theoretically it seems like superior technology and if I’m gonna get this kind of service from Rogers this appears to be my only recourse. Sorry Rogers, you’re in the process of losing my business.