Provisioning Issue

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I've Been Here Awhile
Posts: 3

Provisioning Issue

I had to get a new router and I've gone almost 48 hours without internet. I am completely fed up with the service at this point, is there anything I can do?  Never had any of these issues with Rogers but now I am considering just giving up and setting up service with a different company. 

 

 

 

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I'm a Trusted Advisor
Posts: 32,015

Re: Provisioning Issue

Hello @Lechuga

I had this last year when i moved into a basement apartment and they changed my modem.

I called into Rogers and they had a issue on the back end and took almost a week to fix it. Sadly they couldn't do much but waived my monthly fee service and i had no internet for the week.

I would highly contact Rogers and have them transfer you to a level 2 tech and have them create a ticket and see what can be done.
I've Been Here Awhile
Posts: 3

Re: Provisioning Issue

I did do all of that but they have not resolved my issue, they just keep telling me to wait. I definitely think that if it is going to take passed two days I should just go ahead and cancel and set up with a different company who will take less than a day or so to set up the service. 

I'm a Trusted Advisor
Posts: 32,015

Re: Provisioning Issue

Hello @Lechuga

If there is a back end issue, it can take a couple of days to fix as per my mesaage above of what happened with me. Usually it's due to many requests happening at the same time, the S/N having difficulties being added on the account and such.

Have you spoken to the manager? See maybe they can push it? If not try,

Of that doesn't resolve the issue, you can cancel your account and go to someone else but do remember this can happen with them to. So just a heads up
I've Been Here Awhile
Posts: 3

Re: Provisioning Issue

I've done that all ready. My ticket was rushed and nothing has been resolved. 

Resident Expert
Resident Expert
Posts: 13,942

Re: Provisioning Issue

To add to meowmix's reply.

If you do choose to change companies, remember that many of the 3rd party ones, go on rogers lines, etc.

You would have to go to a DSL or Bell Fibe, to move away to one that uses the rogers cables.

Any 3rd party which uses rogers lines, their modems need to be registered/provisioned on the rogers network, just like the rogers ones.  And they could run into the same holdbacks as what is happening here.



I'm a Trusted Advisor
Posts: 32,015

Re: Provisioning Issue

Hello @Lechuga

The only choice you have is cancel and go with someone else and take the chance like GDKITTY and I said or try again.

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.

Bell is your only choice as they use their own line. Others use Rogers line to be used as Gdkitty said.
I've Been Around
Posts: 1

Re: Provisioning Issue

I have had my modem replaced today due to a faulty modem. As of now, It has been few hours and I am still without internet because of provisioning issue. I have never seen this type of issue in Bell or with any other ISPs.  It's completely ridiculous. I am very disappointed.

I just had a talk with the live agent, I was told that this type of issue handle by the engineering team. They opened up a ticket for the back end team few hours ago but unfortunately even my ticket even has not been acknowledged yet.

I work from home 100% and can't live without internet. I am very frustrated and disappointed.

 

Any solution to escalate this type of issue? 😞

Resident Expert
Resident Expert
Posts: 1,077

Re: Provisioning Issue

@esidat if you read the previous posts, there isn't much that can be done. If it takes more than a few days I would ask for a bill credit. 

 



I've Been Around
Posts: 1

Re: Provisioning Issue

turned in  a perfectly good modem as advised by tech because it was old. New one looks great! too bad it wont work because they cannot provision it.  They told me the system crashed 4 hrs before i got new modem. The guys in the store either wasnt told this or ignored it. tech suppport (misnomer)  tells me that they have no idea when it will work maybe in a few days not sure.

Beyond unhelpful. I asked yesterday within an hour of getting the new modem home if i can just go back to store and get my old modem back, they told me it would not work now either. two days of waiting for some incompetent to fix the problem with no end in sight. This company really  is a joke.