I am on a Rogers bulk account in my condo and they are upgrading my internet service to 5g ignite. Rogers sent me a letter asking me to call to request the ignite modem installed in my unit.
I called last Wednesday. Agent #1 was glad to help but ended up signing me up for a credit check for the upgrade. I said I don't think it's reasonable since I am not paying anything since it's a bulk account. She said that's the protocol if I don't agree she can submit a ticket for me and I will hear back in 2 days. That was 5 days ago. I heard nothing since, not even a confirmation of the ticket being submitted.
got thru the July 8th and weekend outage. I contact Rogers again via live chat to request an installation. Agent #2 came but told me only the account holder can make such an upgrade (I was added to the account by my gf, who is the account holder). I told her the agent from last week was able to proceed with my identity but Agent#2 said Agent#1 made a mistake. I told her my gf is right beside me I asked Agent#2 if she can ask some security questions to verify. Agent#2 said she cannot and said "you can impersonate anyone if you want". (Isn't that what the security question is for? but whatever 🙂 ). Confirmed this can be requested via a live chat by the account holder with Agent#2 and ended the chat.
So my gf started another live chat herself, and spent 15 min waiting and talking to Agent#3. Told that this cannot be done over a live chat and a credit check will be performed to have the service upgraded to ignite.
Then she called in, spent another 15 min with Agent#4, and got the installation booked without a credit check.
honestly, I just feel each agent at Rogers will tell you things at their own discretion. maybe that's why they all called "specialist"
