Extended coverage

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I've Been Here Awhile
Posts: 3

Extended coverage

My husband works out of town and he received a message saying his extended converge will be blocked. Now I am at home with a newborn and can't get a hold of my husband because of this !!!! He works in a rogers coverage area, he's gone for weeks at a time so what happens if I have an emerenrgy here or he has one there and I can't contact him because you blocked his extended coverage because your cell towers suck! How's that his fault, he's in YOUR coverage area yet he can't use his phone! We've both called to have this block lifted so he can use his phone, he has a family and a newborn and we can't talk or text I have no idea what's happening with him and he has no idea what's going on here! And you know the repose your agents gave us "Well maybe rogers isn't the company for you and you should switch (and pay $600 to do so). Really Rogers!! That's how you treat your customers by telling them you're not the company for us and to switch? We did switch to your company after years of being with another and this is what kind of service we get. Why should we switch he is in your coverage area, your putting a block on his phone because even though he's where you service it sucks so now we all suffer because of it. Very poor service both with your phones and your "customer service" if you can call it that!
Please contact me to get this resolved, I can't to weeks without talking to my husband not knowing if he's ok , and what if something happens here??
None of your agents seemed to care, maybe whoever is reading this message will.

 

 

 

 

 

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Retired Moderator RogersPrasana
Retired Moderator
Posts: 624

Re: Extended coverage

Hi @Jd87

 

Welcome to the Community Forums!

 

I can definitely understand how inconvenient this experience must be for you. Unfortunately, the block cannot be removed, but if your husband is in a Rogers coverage area his device would be able to connect on it's own or the device can manually search for a network to connect to.

 

 

RogersPrasana

I've Been Here Awhile
Posts: 3

Re: Extended coverage

You would think that would happen, on your coverage area map the area he's in is yellow.. that would mean service but nothing, I've tried calling him all morning and nothing!
And why after 6 months of him being there is this just being blocked now? You would think it would have happened in his first month , so what changed on your end?
Resident Expert
Resident Expert
Posts: 1,077

Re: Extended coverage

http://www.rogers.com/web/support/wireless/coverage/2178?setLanguage=en

 

I'm guessing he spent the majority of his time using the phone on Extended Coverage so Rogers blocked access.

 



I'm a Regular
Posts: 106

Re: Extended coverage

@Jd87

It sounds like your husband is working in a Rogers fringe area. The data coverage maps are meant to give a general sense of coverage, but other factors can come into play, weather, data traffic, etc. and sometimes your phone will switch over to Rogers-EXT --

I don't have EXT coverage as my plan is grandfathered -- but know of other Rogers and Fido customers with similar stories.

There is one thing you can try.... the steps will vary depending if you have Android or iPhone.

By default the phone should be set to select the strongest carrier signal it can get --- most of the time it will be Rogers.
But sometimes, it will connect to EXT even when a Rogers signal is present due to various factors.
This can be override,

Goto the Cellular Settings/Cellular Networks on the phone (I'm referring to Android, iPhone will be somewhat different)
Then goto Network Operators.

By default it should be set to "Choose Automatically" but if you go 'Search Networks' it will pull all the networks it can find -- and if Rogers has signal in the area, you can select that and it will force onto Rogers' network and your husband should be able to contact you.
Otherwise, if you cannot find Rogers as a network (not rogers, or rogers ext) then that "trick" won't work for you.

Secondly, there is another option. It is called WiFi Calling -- iPhones and some Android Phones have this enabled. It uses a WiFi network to connect calls and texts -- so if you have a phone capable of this and WiFi at the jobsite, this too might be an option as it doesn't rely on a traditional cellular network.

Hope that helps, if you have any other questions, feel free to reach out, I'll try to help out --

I've Been Here Awhile
Posts: 3

Re: Extended coverage

Very frustrating. We have the same problem. Stock answer. The block cannot be removed. Everybody that has this issue needs to make a little more noise. This block could easily be removed. Just nobody apparently has the authority or the willingness to remove it. I'll say this much for Rogers. Upon request they credited my monthly service fee for the duration of the block. This is simply the result of large corporations not being willing to cooperate with each other and everyone loses because of it.
I've Been Around
Posts: 1

Re: Extended coverage

Rogers EXT. is a problem, if you have an Android OS (ie: Samsung, BB. Priv, Google etc.) with a Rogers tiny SIM card. I found this out by process of elimination. I tried my BB priv with Rogers SIM, and it DIDN'T work on Ext. but it DID work with the BELL SIM card. My family have iPhones and they have never been a problem, because it's not an ANDROID OS, even though they have ROGERS tiny SIM cards. I have also experienced EXT. issues in the US, with AT&T-ROGERS EXT. using ANDROID OS with SIM CARD Combo. Everything is fine in Metropolitan Areas, but when you leave these AREAS, and EXT. shows, the phone is no longer on line. Another thing: if you are in an EXT. area with WI FI around, turn OFF NETWORK with WI FI on Only. I now have 2 phones just in case: BB Priv with Bell Sim and an iPhone with Rogers Sim and they both work great in EXT. areas.
I'm Here A Lot
Posts: 6

Re: Extended coverage

Although it is annoying that Rogers can block extended coverage access it does make sense from a business prospective because if Rogers gave customers unlimited extended coverage access then Bell and Telus wouldn't get any customers and vice versa.
I've Been Here Awhile
Posts: 3

Re: Extended coverage

I disagree. From a business perspective they both stand to gain by being as cooperative as possible. Unless you mean being able to force customers to buy 2 plans when 1 would cut it. At the very least they should offer an extended roaming package for customers who live and work within extended coverage areas.
I'm a Regular
Posts: 306

Re: Extended coverage

Contact Office of the President to put in a complaint.  If Bell/Telus offer better coverage where your husband works (and without even knowing the location, I'll take a fairly confident guess that they do), then get the Office of the Pres agent to waive the early cancellation fees, and switch to a more reliable provider.  If native Rogers coverage is poor to non-existent, and they've blocked EXT, there should be no problem getting the cancellation fees dropped.