I keep meaning to post a general FAQ based on my own experiences, certainly something that the PTB should have done.
Coles Notes version:
There are essentially only two types of problems connecting with GCL, unfortunately, most often the problems have little to do with Rogers though sometimes they can actually help. Of course, some reps are much more knowledgeable than others. And worse, there can be overlap between the two types of issues.
1. Issues connecting with GCL. This includes whether you use proxies (ie for Netflix, etc), routers, browsers, computer vs ipad vs phone etc. Years ago I worked on various VOIP/video devices, including Ooma, essentially what happens is that when devices try to connect to a server through the internet (NAT translation) the IP address can change several times and this confusion can cause problems. Rogers can help wth this.
2. GCL problems. Very frustrating, not the fault of the Rogers tech staff but management. Unfortunately, this is usually the issue, especially since the rollout of the new software. As a result, Rogers is stuck trying to address problems with software it has NO relationship with. They can't talk to developers, report bugs, work on solutions ... thisi is something that needs to be addressed at higher management levels. Rogers can't help you. Hopefully, somebody important at Rogers is talking to their peers at the NHL to address this. You need to be absolutely clear first, however, that based upon regional rights you are entitled to view certain games. This includes defined home team regions as well as broadcaster regional viewing rights. If you are entitled, don't back down but keep insisting on explanations from tech support (tier 2+) .
Unfortunately, the technical issues are beyond many of the reps - I've learnt to keep transcripts. Do your research, a large part of the issues are with rights holders in specific markets (ie Bell, etc) and new buggy software that Rogers has no control over. If you are relatively close to a market -defined issue, Rogers tech support may be able to use work-arounds with your IP address to get past software bugs - as in my case.
Though now with the new software update, I can only view games on my computer rather than my TV - I'm not happy but at least it's better than nothing. Rogers tech support needs to be able to talk with NHL tech support to really fix things.
