Escalation for Ongoing Coverage Issues

[livvyb]

I require contact information for the President's office to escalate an issue

I recently moved to a rural area and switched to Rogers for more/better data. All was fine until I received notice that I was using mainly EXT data which is intended for occasional use. After 3 or so hours on the phone and in chat with customer service I've been told my service will be suspended unless I reduce EXT usage--which I can't do because Rogers doesn't have a cell tower near my town. The only solution that was given to me is to switch providers. Rogers was given my current address when I signed up and I had no idea I was out of range and would be dealing with this. If coverage will be refused to people in remote areas than why was I even offered service? Between the connection fee and getting sent a sim card in the mail it would have saved me time, effort, and money if I was refused service initially. This is absolutely unbelievable to me that a company runs itself this way.

***Edited Labels***

[RogersMoin]

Hello, @livvybn.

Thank you for joining our Community and sharing your concerns about the Extended Network Coverage.

Extended Coverage is intended for limited and occasional use. As such, the majority of your monthly usage must occur on the Rogers network. I understand your frustration with the situation and how challenging it must be to deal with such limitations. Please check our Extended Coverage FAQs: Extended Network Coverage Eligibility, Usage & More - Rogers.

Your address may be within the Rogers Network range, but your device may be connected to the Extended Coverage most of the time. You can turn off roaming and enable WiFi calling to remain connected to Rogers Network.

If you work outside the Rogers coverage, switching providers as suggested is better. Thank you for understanding.

Regards,
RogersMoin

[livvyb]

Yes I received the same information after being on the phone with customer service for a total of 3 hours. This is just unacceptable though, I should have been refused service upon signing up instead of being charged multiple fees for setup. If I need to switch providers 4 months in because I want to use my service that I pay for then I should have been warned before signing up. I was also told on the phone that accounts get flagged if EXT use is over 50%. This isn't based on half of my plan though, it is half of total usage. I pay for 150gb a month and only use around 30gb. If I was using 30gb in EXT and 35gb of non-EXT then I would not be having this issue, is that correct? This is a blatant cash grab and I am disgusted by the business practices. I will be contacting a few news outlets with this information if no solution is provided other than 'switch providers'. If I didn't have multiple hours to be on the phone--mostly on hold--then I wouldn't even be aware my service would be interrupted until it was cut off. Companies need to be held accountable for poor business practices such as this.