Rogers-ext implementation is horrible

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I'm Here A Lot
Posts: 6

Re: Rogers-ext implementation is horrible

Sorry but these replies are just off topic and are not helpful towards resolving the issue I originally posted. So let me repeat the two-fold problem.

 

I have Rogers-ext and think it is a great idea but the implementation for customers who live in a weak signal zone causes contant switching between the two when it should stay on ext considerably longer once it switches over and only switch back to Rogers when it knows it will offfer equivalent service.   The tolerences are just too tight and it switches back to Rogers even though the level of service will suck at 1 bar or less of signal (no data, can't send texts and certainly can't take a call).  Please tell me that is acceptable service in your opinion.    And remember, I haven't moved an inch.  If it just stuck to Ext until Rogers would be min 2-3 bars it might make sense.  As it is it just does not work for us.  I say us because there must be thousands of Rogers customers in such locations (its inevitable).

 

Plus, until recently it would send you a text at every swithover.  I think that part may now have been resolved but noone from Rogers has replied to this thread to say so which means noone knows what has been done if anything.

 

I wish the company and its employees would take this situation seriously and post what they are doing about it and one of you could put that URL in this thread.  That would be constructive.  

 

However, to my knowlege not one of the Rogers Employees who has been on this tread has checked in internally to see if it has been worked on (and what has or has not yet been addressed) and passed on the good news so that this thread could be closed.

 

Honestly IMO I feel the responses have more to do with brusing the dirt under the rug and getting this to go away.  No way, this is too important, should be escalated and a smart communication strategy should be in place so customers could feel the company cares about this major glitch rather than gloss everthing over.

Community Manager
Community Manager
Posts: 3,365

Re: Rogers-ext implementation is horrible

@Rayg,

 

I would suggest submitting your improvement idea for Rogers EXT network to the IdeaBox here.

 

 

I can see how the flipping back and forth between the Rogers network and the EXT network would be frustrating, but at this time the network feature is functioning as it should; and that being when the Rogers network is available, regardless of 'how strong', it will always choose the Rogers network over the EXT network.

 

 

RogersDarrell

I've Been Here Awhile
Posts: 2

Re: Rogers-ext implementation is horrible

I received a text message from Rogers regarding Rogrrs-Ext. today is the first time I've ever gotten a text about this service. Ever since, the service for mobile data is horrible in an area I've been using the phone for years. How does service change overnight? This is my place of work where I use my phone constantly. It's always worked and now doesn't. If this keeps up I will have to switch providers. Ivr never had issues with coverage in this area until today. What has changed? I can't seem to use anything now.

 

 

 

 

 

 

*** Edited Labels ***

Retired Moderator RogersShakir
Retired Moderator
Posts: 146

Re: Rogers-ext implementation is horrible

Hey @Dianavenditti,

 

Welcome to the Community Forums!

 

Can you provide a little more detail on what the sms message entailed?

To troubleshoot a little more, what kind of phone you are using?

 

Cheers,

RogersShakir

I've Been Here Awhile
Posts: 2

Re: Rogers-ext implementation is horrible

Thank you for your quick response. I'm using an iPhone 6. I have powered my phone on and off. I've reset network settings, changed to LTE and the message I received was "you have recently entered a Rogers ext service area....." It's a little too long to type the full SMS. But first time I recieved this was today and first time I've ever heard of this and seen on my phone. Especially for an area that I used my phone all of the time. Now that I've left that area I'm on 2 bars LTE.

Retired Moderator RogersArthur
Retired Moderator
Posts: 385

Re: Rogers-ext implementation is horrible

Hi @Dianavenditti,


Thank you for your Post.

 

I understand you're concerns as to why you are receiving the Rogers EXT (Extended Network Coverage) message and why your device would all of a sudden connect to the Rogers Ext service. This normally happens when the user travels outside the Rogers network or in your case when the device is no longer in range of a Rogers tower. Seems like the area that you've used your phone all of the time has become degraded to no longer connecting to the Rogers tower so the device is connecting to the next available tower.

 

The Rogers EXT is a solution to offer a better customer experience in areas with poor service. We also offer Rogers One Number as a solution. For more information on how the Rogers EXT works please click here.

 

Hope the link helps,
RogersArthur

Highlighted
I've Been Around
Posts: 1

Re: Rogers-ext implementation is horrible

I truly thought Rogers -ext would be great as I live out in a rural area. Completely outside of Rogers "foot print"... unfortunately I'm finding that having Roger-ext causes my cellphone to stop automatically connecting back with the Rogers network itself... so frustrating. I have to restart my phone once I get back into town to connect to Rogers again. I love Rogers.. as much as I'm frustrated sometimes I've been a long term customer with them and typically have no issues. Not only do I hope that Rogers expands it's footprint but I hope they can improve the roaming feature going forward. For now, I won't be using it.
I've Been Around
Posts: 1

Re: Rogers-ext implementation is horrible

I live in an EXT area and my phone worked great for the first 5 months. Now I have NO SERVICE unless I go outside the house. BUT ......my husbands phone works fine inside  the house and All of my neighbours on the same side of the street use Rogers and have no issues. 

I have tried the following:

 

1) reset carriers

2)used only manual select on carriers and

3)even went to the Apple store to get a brand new phone as I thought the problem was the antennae on the phone.

 

Now I have a brand new phone and still NO service. It is so frustrating!!! 

can Rogers turn off my service- someone told me that if I go over 50% usage during one month they can shut me off. 

HELP!

 

Resident Expert
Resident Expert
Posts: 1,077

Re: Rogers-ext implementation is horrible

@gushmac


@gushmac wrote:

I live in an EXT area and my phone worked great for the first 5 months. Now I have NO SERVICE unless I go outside the house. BUT ......my husbands phone works fine inside  the house and All of my neighbours on the same side of the street use Rogers and have no issues. 

I have tried the following:

 

1) reset carriers

2)used only manual select on carriers and

3)even went to the Apple store to get a brand new phone as I thought the problem was the antennae on the phone.

 

Now I have a brand new phone and still NO service. It is so frustrating!!! 

can Rogers turn off my service- someone told me that if I go over 50% usage during one month they can shut me off. 

HELP!

 


I would suggest calling Rogers and ask them to see whats going on with your account.