Provisioning issue and no internet for 200 hours and counting.

[LiamN]

It has been over a week since I first informed rogers of the issue. They told me it was a provisioning error, and then it would be fixed and no less than 24 hours I called back two days later is nothing had changed and they said they would be no more than an additional 24 hours. I’ve been called back again 24 hours later on the cycle continued for eight days now there has been no meaningful update other than them saying that they had prioritized my ticket. My ticket has now been on the priority list for over 48 hours and still nothing has been resolved. This is absolutely ridiculous and I have never seen on all of the websites that I have looked. Nobody has experienced this provisioning her as long as I am currently having it I am extremely disappointed and I think it’s time that I leave Rogers as this is disgusting behaviour.

***Edited Labels***

[Hiigh]

I'm experiencing the same thing. Got my router installed on Saturday and have had 0 internet since and every time I call in, its a provisioning issue and they have prioritized my ticket, yet nothing is done.

Ridiculous.

[RogersJermaine]

Greetings @LiamN and @Hiigh,

We welcome both of you to the Rogers Community Forums and thank you for your posts. We do apologise to hear that there has been some delay in getting this issue resolved for you so that you can begin using the services. Since your posts, have you received any updates, or are the services presently working?

If not, we can take a further look into this for you. Please feel free to send us a private message at @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Regards
RogersJermaine

[stockylobster]

I'm having the exact same issue. I migrated from legacy internet to ignite fiber internet. It was working fine for a week and all of sudden it stopped working. Tech swapped modem and ONT but having trouble provisioning the ONT.

[LiamN]

Yesterday I received an automated message telling me that the services were repaired, but nothing changed on my end I then called Rogers and spent an hour on the phone with the technical agent. We reset my modem and what not and that fixed nothing, he was also unable to get me access into the ignite home connect app. It has now been 11 days since the equipment was installed and 24 days since I first requested Internet. I now have to wait two more days for a technician to come into my home to attempt to fix it. And will likely have to spend more time on the phone with the Technical agents once the services are fixed on my end in order to gain access to this app that is required. Extremely extremely dissatisfied and hopefully I will be able to speak to somebody about a large compensation.

[Hiigh]

Rogers is the absolute worst internet service provider in Canada. Im on day 8 of troubleshooting the same issues with Rogers, calling their tech support every single day asking for updates to only hear its the same update every single time, which is, a provisioning issue.

If my service was not provided for free because of a promotion I got through being a new home owner, I would leave in a heartbeat.

[stockylobster]

Been 12 days with no internet. Does Rogers have any update on this issue? I called tech support and they have no clue. You guys need to do better in the communication department. What's the point in keeping us in the dark on a major issue like this?

[RogersCorey]

Good morning @stockylobster!

I can absolutely look into this matter and provide any possible updates that may be available.! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[stockylobster]

Pm sent

[RogersCorey]

Thank you!

Regards,

RogersCorey

[stockylobster]

Hi, is your internet fixed? I'm on day 15 and mine is still not fixed. This is absolutely rediculous!!!

[Tyler21]

7 DAYS!!!! NO INTERNET

I am now going on 260hours nearly 7 days, with no internet.

Here is my story:
I had internet, however, very slow connect, was getting 5Mbps per second, I pay for 1.5 GB, so i called Rogers and a technician was sent out to my home.

The technician determined it was the router that was causing the slow speeds, the Nokia Box.
The tech switched the router for a newer model.
Here is where everything goes downhill, the technician could not get the new box to activate, he opened a ticket with Rogers customer support and told me these things usually only take a few hours to be resolved.

Then the technician left.

Two days passed and still same issue, so I called and spoke with 2 different managers on this day.

Both said same thing, provisioning issue. give us a couple more days and this will be sorted.

Fast forward to today, nearly a week, still no internet.
Called again, and of course, told the same thing....we need more time, etc etc etc.... same rehearsed speech.
I even asked about getting a new router, was told that would not work either.
Asked about cancelling my account and opening a new account under my wife's name and was told that would only cause more issues than i am having now...

Beyond frustrated. 
The most infuriating part is that no one at Rogers seems to even know why this issue happens, a definite timeframe for it to be fixed, or better yet....If it even can be fixed. 

Has anyone else experienced a similar issue? 
Do any one have any suggestions?
Should i call and cancel, then switch to Bell Aliant? 

or do I just go without internet for days/weeks on end, waiting for Rogers to try and fix something that may not even be fixable? 

[RogersTony]

Hello, @Tyler21 

Welcome to the Rogers Community Forums!

I can understand how frustrating this must be to have within your internet connection for such a long time.

I am hopeful that the connection has been restored by now. If not, please send a private message to @CommunityHelps so we can gather your information and escalation this for you. Not familiar with our private messaging system? No worries, click here. 

RogersTony

[Tyler21]

Day 9.
Still no Internet restored.
Iv already talked to Rogers reps. on the community chat hub here.
Iv spoken to over a dozen online chat specialists, 10 calls to tech support, and 5 different managers.
No one has any solution, the response i continue to get is, 'we are very sorry for the inconvenience, please allow us more time to resolve the issue"

I has been 9 days.
Apparently its an issue across all of Atlantic Canada with new equipment installs from Rogers.
Which means Rogers rolled out faulty equipment once again, and the ones to suffer are the costumers.

What is even funnier is i woke up to a fresh email from rogers this morning, "Your Bill is Now Available"

Funny, there is never any issue in the billing department.

[Suzn]

Hi there
Same thing happened to me and as of yesterday it was 16 days with the exact same issue and run around and no solution or apology. Hands down the worst technical support ever...it's a joke. I spent countless hours on hold and speaking with people who don't know what to do and are just reading from a script. We were left with no choice but to go with a different service provider. Advise anyone in this situation that if it's not fixed within 24 hours it probably won't be. I regret giving them the benefit of doubt and waiting for a fix that clearly isn't coming.

[Tyler21]

Everything you said above is Exactly what i am experiencing.

It is 100% clear that Rogers do not know why these provisioning issues happen.

It is also evident they do not know a solution for the issue.

I have another service provider being connected first thing Monday.
I asked about a temporary solution while the provisioning was being fixed so i could have internet and I was told Rogers don't have the capabilities to do so. 
Found that one odd, seems there is literally internet everywhere around me.
My home is about a football field from a telecommunications/internet tower. Yet, they cannot provide me with no temporary solution. Also every home in my area has working internet.
Extremally frustrating.

[cdblackmore]

I am currrntk
L’y going through the same issue. No phone no tv or internet since last Sunday Sept 24. Service Technician came in to test our cable tv reception and decided to change our modem which caused this issue. 

[Suzn]

We had the exact same thing happen and went two and a half weeks without any service, no solution or anyone who could help or tell us when it would be fixed. Same as other posts...endured countless phone calls and chats to no avail. Given the complete run around. Ultimately Switched to Bell. Biggest regret was not doing it after first 48 hrs.and waiting. Let's face it, if the problem is not fixed by then it isn't happening. They just don't want to tell you to go elsewhere.

[StJohnsNL]

I appreciate you and everyone else on this thread posting. Rogers reps have been telling me wait 1-24 hours for the past 4 days. No offer to send a tech, the couldnt even properly diagnose it.

Booked a new Bell install Monday morning. Cant keep hearing promises. I use my internet for my remote job, been with Rogers 6 years.

Bell shouldnt even bother marketing, just wait for Rogers to mess up like this and they will get their clients.

[harseneault]

I am currently having this same issue in regards to my parents . They are 80 yo and recently downsized into.a building that only supports Rogers . The service has not worked since install . This means they have NO ACCESS to 911 and are unable to allow people into their building. I have been receiving the 24 hr run around with no solution . I spent 9 hours today messaging and calling in an attempt to get this rectified. In the end was promised a call back from a manager which of course did not happen . I am disgusted by this deplorable service and treatment of seniors , that cannot even call an ambulance if needed. Is there any excuse for this ??

[mebe]

Certainly not a fun situation, but for 911 access, you don't need a provider. Any cell phone without a sim card can be used for free 911 calls (nearest cell tower and random provider will be accessed once 911 is dialed).

You'll have to give the 911 person your exact location, since it's not as good as a home phone was for automatic location detection.

And you can also use the Contact Us link at bottom of any forum page, and then click the Share a Concern link to get a Supervisor to call you within 72 hours or so, to discuss what still needs to be done. You can also ask for an Office of the President agent to call you back if you want to escalate your problem to the top of the food chain.

This is 911, what's your emergency?

Caller: Just checking if this old flip phone works with out a Sim card. I guess it does. By the way, are you Starsky or Hutch?

911: Sir, if this is not an emergency, please hang up the phone, or we will have to arrest you.

Caller: How are you going to do that? I'm using a cell phone and I know from watching Starsky and Hutch that as long as I hang up in less than 2 minutes, you can't trace the call. Goodbye.