Live chat authentication problem

[mjm2]

why is it so difficult to get authenticated before Rogers will provide Live tech support.  After logging into My Rogers account, i select live chat.  I am then prompted to ask where to send an authentication code - i selected email.  I then enter the authentication code

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[mjm2]

Never got to finish my post.   Geesh !   After entering the authentication code, i can then start the live chat.  I usually enter "chat with live specialist" several times and eventually get a live person.  After indicating what my problem is, the specialist provides me a form to re-enter a whole bunch of personal data (name, account etc).  Why is this required since I've already logged into the My Rogers account and authenticated myself with a code.  Obviously, Rogers knows who i am since they know where to send the email to.  

But twice now, tech support refuse to provide support unless i complete all of these fields because "they can't see me".  So what's the purpose of the authentication code then?  

It's easier by phone where they do a voice authentication...but the wait tonite is over 1.5 hours.

I guess Rogers is cutting back on staff???

[RogersMoin]

Hello, @mjm2.

Thank you for being our Community member, and I appreciate your post.

It can be frustrating to authenticate again even though you have logged into your MyRogers. Were you trying to do the Live Chat through MyRogers app? Sometimes, the authentication may not be passed to the Live Chat platform. Hence, the rep can't see you chatting from your logged-in account. So, they will send the secure form to access the account and complete the authentication before assisting.

We are currently entering the busiest time of the year, so it may take longer for us to connect with you, depending on the day and time. Thank you for your patience and understanding.

Cheers,
RogersMoin