Try the tips in the following post: This can often be caused by issues with your browser, cookies, cache, VPN, adblockers, other extensions, etc. Try a different (clean) browser, incognito/private mode, clear cookies, cache, etc.
If the tips don't work, you may wish to contact the mods on this forum:
When logged into the forum, click on @CommunityHelps . On the page that comes up, you'll see a link on the top right of the screen to "send a message". If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it. There may be some back and forth required while Rogers get your personal information to look into your account. Personal information is not allowed in this forum.
When logged into the forum, check the envelope icon at the top right of the screen for messages. You would usually also receive an e-mail, but it may have ended up in your spam folder...
Welcome to the Rogers Community Forums!
Thanks for posting about the issues you are facing. We definitely want to help you get your upgrades done. Please send a private message to @CommunityHelps so we can gather you info and get started. Not familiar with our private messaging system? No worries, click here.
We look forward to hearing from you.