Unable to Access MyRogers via Browser.

[m1919]

When resetting user account password, you can enter a password with special characters, even when the system does not support special characters.

This breaks the login page because you are essentially entering an invalid password.

They should probably fix that.

[User14]

Suggestion for Improvement (When the Rogers.com website is down)

This suggestion may have been made before, but as I mentioned previously, the taxonomy for subjects in this forum make it very difficult to find things to continue a previous thread discussion.

Anyway...  I have been unable to log in to the Rogers website in the last few days to either use this forum or check MyRogers information such as internet usage.  I could always get the Rogers home webpage  https://www.rogers.com/consumer/home but when I tried to sign in, the web page would go dark and stay like that.   

So.. when you are having an "issue at your end" can you put a banner on the Rogers Home page so we know your system is down.  An estimate on when it will be fixed would also be useful, if you have that information. At one point I did manage to get this message which addressed half the problem. "Later" would be what?  an hour? the next day?    

[57]

@User14 : It would be rare indeed for the Rogers site to be down for more than a few hours and it would be easy to tell by looking at the forum to see if there were any recent posts. If there are recent posts, then the issue is not "system wide" since other people are getting in.

I have also encountered the "problem at our end" message - see link below:

http://communityforums.rogers.com/t5/Community-Questions-Suggestions/Signing-in-to-the-forum/m-p/424...

The normal things to try when you encounter an issue is to clear cache and cookies - see my other link on the topic below:

http://communityforums.rogers.com/t5/Community-Questions-Suggestions/Signing-in-to-the-forum/m-p/421...

I also usually try several different browsers (Safari, FF, Chrome, as well as incognito mode) to see if it's the same on all browsers.  As you can see from my links, it often is not and the "message" you get may be different - like "maintenance mode" instead of "problem at our end", etc.

[User14]

@57 Very good suggestions when having trouble logging in to the Rogers web site. Much appreciated.

Note that I could access the Rogers website using Edge and Chrome but I didn't think about clearing my cache. 

The real issue was not being able to find out if there is was an outage for maintenance when I couldn't log in and no hint at the main Rogers Home page. 

I did try this site:  Is the website down  and it indicated that Rogers.com was up. I could "ACCESS" their main web page,  I just couldn't "LOG IN".  I also received the "problem at our end" message, so I was deceived and waited.  Eventually I managed to login. The message fooled me unfortunately.  Cheers.        

[Dbg44]

My Roger's app browser site and multiple rogers applications have many issues and I am constantly fighting to use these services a lot of the time I just cant even make a payment due to poorly developed software for such a huge corporation I really dont understand how Roger's operates in such a manner I would hope they take this post seriously and try too fix bugs with the apps and online services if they hope to keep business with many of these customers as I know I am not the only one who experiences these issues

[RogersTony]

Hello @Dbg44,

Welcome to the Rogers Community Forums and thank you for your honest feedback!

I can imagine how much of a pain it must be to have so many issues with our Apps, especially when it comes to making a payment which should be an easy process. 

What seems to be happening when you try to make a payment via the App/Website? Do you get an error message of any kind or are you unable to enter your payment information? What are the other Apps have you noticed issues with and what seems to be the problems you are facing with them? Any additional information you can provide will be most helpful.

We do take these issues seriously and look forward to your response!

RogersTony

[barndoor]

Customer Surveys causing issues.

I can't even log in to MyRogers   let alone log in here when using chrome ....because a customer survey from ROGERS  comes up and locks the page  unless you do the survey ....and even when the survey is  completed the page is still locked ( maybe they didn't like the language I  used in the survey). 

I used IE and got on here tonight  but  not sure I'm going to be back  if I have to go that route everytime. Throw in the captcha  silliness and it's just not seeming worth it .

[User14]

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@RogersTony wrote:

Hello @duanxiaowen & @jays77,

 @duanxiaowen Welcome to the Rogers Community Forums! 😃

 I know how much of a pain it can be when your My Rogers profile is not working properly. It's super important to have consistent access to making bill payments and other features like the Data Manager.

 I have just tested it on my end using Internet Explorer and Chrome and it seems to be working properly at the moment. Are you still having issues with the webpage? Were you able to try refreshing the page as @jays77 mentioned to see if that resolved the issue with the constant loading screen?

If you are still experiencing issues there could be an issue with your My Rogers profile and we will need to investigate further. Please send us a private message @CommunityHelps the next time you're online and we can take a closer look.

For more information on our private messaging system check out our blog.

RogersTony

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@RogersTony

I had the same problem starting last night 18 Aug 2018 at 10:30 pm. I could not log in using the Chrome browser. I had logged on earlier in the day because the 18th is the end of the billing period and I was checked my overages.

On one of my attempts I saw this:

I hope you can read it because I nearly missed it. The webpage is dark and this message was dark also.  So I figured the system was taken down by IT early (no consideration for the clients expecting 1 more hour of use I should add). I expect it would be back up at 11 am on Aug 19th.  BTW, unavailable from 12am to 11am sounds confusing at first glance. Next time, tell them to use 00am or use the 24 hour clock. (From 180819 0000 to 180819 1100)  IT really must be clearer with customer communications.  I tried at 10:30 am this morning hoping the system would be back up early as well. No such luck.  11:00AM still nothing. Ok. No problem. IT is probably having bigger problems. I'll be patient and wait.  14:15pm still nothing. Now I am getting impatient. I check Is it down right now.com  and Rogers is up! What!? So I figure it is me.  I clear cookies and reboot but I still can't log in using the Chrome browser.  After supper I figure something has to work because it was working before and I have changed nothing on my profile!  So I try another browser - Edge and poof, I'm in.   So being inquisitive, I go back to Chrome and try again.   No luck with Chrome at https://www.rogers.com/consumer/home  I also tried Foxfire and it works. 

Now...  because this has happened to me before (see above) I wasn't quite sure what I should do next.  

Perhaps you can simply answer these questions for me so I understand what to expect the next time I am shut out of My Rogers.  

- Was the Rogers website down for maintenance on the 19th of Aug or not? 

- If so, when was it down and when did it start up again?

- If it was, why did I not see the message that there was Scheduled Maintenance until my third attempt to log on?

- Why is the Scheduled Maintenance message black on a black background?

- Why can I still not log in using the Chrome Browser? 

- Why would  "My Rogers profile" change if I didn't change it?

- If the MyRogers website is down, will it be visible if I use  "Is it down right now.com"?

If you can answer these questions, I'll be better prepared to deal with it in the future.

[57]

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@barndoor wrote:

Customer Surveys causing issues.

I can't even log in to MyRogers   let alone log in here when using chrome ....because a customer survey from ROGERS  comes up and locks the page  unless you do the survey ....and even when the survey is  completed the page is still locked ( maybe they didn't like the language I  used in the survey). 

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I'm hoping that the survey you're talking about is not the scam survey discussed in the following link?  

http://communityforums.rogers.com/t5/Scam-Phishing-Fraud-Discussions/Rogers-survey-turned-out-to-be-...

It is possible to get out of the survey by using another bookmark, or exiting the browser.    By clearing cookies and your cache, you may be able to avoid the survey in the future.  This Scam/survey has often been associated with yahoo pages, etc.  You may wish to check out earlier posts in the thread link provided above if this is the survey which you're talking about.  Other "real" Rogers surveys that I've encountered are usually easy to exit and/or ignore.

[barndoor]

@57 .... thanks for the heads up. It looked like the typical Rogers survey that pops up EVERY time I come to the forums , the same questions , no personal info needed. 

Time will tell I guess and I will give the clean up a try .