MyRogers account not accessing backend data for viewing/managing services

[sswilson]

Able to log in to My Rogers and have my correct account populate. I can see billing info, but attempting to view (manage) any of my services (internet, TV, home phone) results in a "sorry there's an error on our part. please check back later" error message.

I've tried this on browsers (ff and edge), and mobile app, both connected directly to the router (wifi and ethernet) and from outside of the network (wifi off on my cell phone so through telus) and have cleared cache without any resolution of the issue.

My guess is that the account isn't provisioned correctly to sync the backend data to myrogers.

Previous responses found via google suggest that I need somebody from here to open a ticket for my account?

edit: Probably worth noting that this is a relatively new account (couple of weeks) and that doing a factory reset of the modem (thus re-pushing the account) did not resolve the issue.

*added labels*

[RogersYasmine]

Hello @sswilson ,

A warm welcome to our community! We hope you enjoy it here. 🙂

We appreciate you choosing Rogers for your home services. I understand that you just recently activated your services with us, but are unable to view your plan/service details or make any changes when logged into your MyRogers profile online. I would think it should be available for viewing by now, although at times, I have seen it take until the next bill cycle to appear. 

We'd be happy to review your account to see what's going on and make sure that everything looks good on the back end. Please send us a Private Message @CommunityHelps to get started. For more information on how to send a Private Message, please click here.

Thanks very much!

RogersYasmine

[sswilson]

Thanks, message has been sent.

[sswilson]

Still no resolution to this, and my message to @CommunityHelps sits unanswered........

I tried to do this over chat, but the system connected me to customer service, who then transferred me off to tech support, who (after waiting over half an hour to connect) said they were going to connect me back to customer service (at which point I ended the chat).

I'd do it over the phone, but I suspect I'll get the exact same runaround.  😞

We're up to 3+ weeks, and an initial paid bill..... I'd assume the system should have caught up by now.

[RogersCorey]

Good morning @sswilson!

I have replied to you in private. I apologize for the delay in getting back to you. Please return to the chat and I'll be able to work on this for you today.

~RogersCorey

[sswilson]

Perfect, thanks. Reply sent.