Rogers (and Fido) Pre-paid Phone Service Ending December 16, 2024

[57]

I saw a few recent posts "hinting" at this, however, I received a text today confirming the following:  I've therefore started this thread on the topic.

1. Rogers (and Fido) Prepaid services will no longer be available after December 16, 2024.

2. I can switch to Rogers (or Fido) (assume Post-paid service) and keep my number

3. I can switch to Chatr Prepaid and keep my number.

They provided a phone number 1-844-235-3766, or say to visit a Rogers retail location...

I just finished pre-paying until July 25, 2025 (so 9 months still to go, value approximately $75).  I also have a balance on my grandfathered anytime plan of about $95.

I guess I'll need to do some research and decide what I'll do and also find out what Rogers will do regarding the $170 or so in "value" that I still have in my Prepaid account.

***Edited Labels***

[fiona59]

First we've heard of a "migration team".  That certainly wasn't the number we received in the text telling us we were being shut down.

I wasted an hour of my life on hold with CHATR to be told no balance transfer, talk to Rogers, after the person at the Rogers number told me to ask Chatr.

Do you really think we want to waste more time?

[CayugaD]

First I heard of that too and I have talked to Rogers vis PasYou Go by the way still waiting for the manager to call back- and I talked to an Independent dealer for Rogers and CHTR and he never mentioned this team I wonder if it has been setup because of complaints

[CayugaD]

As you can tell frustration - I live in a rural community and not easy to talk in person at a rogers store- still thankyou I will try anything

[57]

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@fiona59 wrote:

First we've heard of a "migration team".  That certainly wasn't the number we received in the text telling us we were being shut down.

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@CayugaD wrote:

First I heard of that too and I have talked to Rogers vis PasYou Go...

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It was the number I received in the text regarding the shut down.  See post 1 of this thread.

In an earlier post, I also mentioned that the phone was answered quickly and that they had good postpaid plans if they are of interest...

https://communityforums.rogers.com/t5/Pay-as-You-Go/Rogers-and-Fido-Pre-paid-Phone-Service-Ending-De...

[CayugaD]

Thanks - but I called the number and the fellow who answered told me that number was given out in error- it is a Rogers Dept but does not help PasYou go - he gave me the regular care number 1-888-764-3771 He only looks after Cityfone migration- painful so far- any other numbers?

[crzycdn]

I have 2 cell phones prpaid to 06/2025  with total credit of   

After 85 minutes with support I will lose my $324.60 by transfering to a plan.

Start all over at $0

It is discusting what it is doing to a long time customer. Just another money grab.

[CayugaD]

Info on my latest -called the same number again (1-844-235-3766) another answered I and got help after a few transfers- I picked this plan but their are others that include more. It was a challenge 30 plus minutes on the phone.. plus I can put add on's per each has a cost or upgrade the plan for $10 a month. Bad news any credits, I had $280 is gone- not happy about that but I needed to get this done. May look at other avenues. I can now access and make changes through MyRogers. GLA Talk & Text NS BYOD Plan Category Rogers No Tab Category Plan Monthly Service Fee $5.00 Service Agreement Term Month-to-Month Plan Includes - Unlimited Canada-Wide Calling - Unlimited Can+US+Intl Text, Picture & Video Msgs (sent from Canada) - Call & Name Display - Voicemail - 2500 Call Frwd Mins - Conference Calling - Call Waiting"

[fiona59]

So logged into my new account.  Not happy and not impressed.   I owe over $101!  No where can I find the credits I was supposedly given.

Quickly cancelled their ability to bill my credit card.  And am hold. On the phone and on Messenger

[CayugaD]

wow -hope it gets fixed and not another issue with rogers. I took the leap and switched via the migration number which worked the second time I called it- no way to keep credits I tried everything on phone calls, never went to store would be a pain to get there- hopefully I don't get a surprise bill

[Akiwican1]

Contact the CCTS and file a complaint!

[57]

As mentioned by many posters earlier in this (and other) thread(s), it is inexcusable for Rogers not to transfer/refund balances, especially if you migrate to Rogers postpaid, or Fido Postpaid, or Chatr prepaid, which are all under the Rogers umbrella.

1. I migrated (and ported) to Chatr at a nearby Rogers corporate store (per one of the text suggestions). The process was easy and painless, but there was nothing anyone at the store could do regarding my balance within their system.  The rep I had was very knowledgable. He suggested I call Rogers Customer Support and they should send a cheque...

2. I called the migration (support) number in post 1 of this thread and they said "no dice".

3. I called the PAYGo (prepaid) number (1-800-575-9090 (4-4-1) and the person said "no dice".  They mentioned that the Terms of Service say that if I cancel my service "Rogers will not refund any unused balance in your account".  (Chatr has similar terms)  I stated that I didn't cancel my service, Rogers did!.  Still "no dice".

4. I still have a couple of avenues open and will advise...

5. I suppose Rogers migration team providing some postpaid (or prepaid) plans at "good" pricing is some compensation, but those postpaid plans were double what I'm paying at Chatr ($149/yr plan) and they are offered regardless of your balance.

6. My prepaid cash balance is/was $95 and I had prepaid until July 2025 - a value of about $75, so a total of $170, similar to some other people who have mentioned their balance amounts/prepayments...

[Akiwican1]

I filed my complaint with the CCTS & within 5 mins got a call from Rogers telling me that my remaining balance (around $85) would be transferred over to my new CHATR pay as you go account. Just have to go into a store to set it up before the Dec 16th deadline.

[57]

Just as an FYI for anyone considering Chatr. They do not provide "outgoing" name display, like Rogers prepaid does/did.  This means that unless someone has your phone number in their contacts list, they will see "unknown name" and your phone number.

I've also seen mention that Chatr doesn't work while you're in the US for making calls.  I'm not sure that's correct though and may have been an FAQ that was created when the US was shutting down 3G.  Chatr can use 4G.  I'll give it a test next time I'm in the US.  My Rogers prepaid phone wasn't supposed to work in the US either, but it usually did...

[challenge8888]

I called Rogers Pay Go switching team 1-844-235-3766 and was offered the following:

1. get my balance in a Rogers in-store gift card

2. two super good deals to switch with one of these two monthly plans:  monthly $5 with unlimited wireless calls and test messaging within Canada, or add another $5 to get 1G data each month.  I picked the $5 deal and switched successfully.  now only waiting for my gift card that will be sent electronically after I paid my first month bill.

[CayugaD]

wow Good for you- I didn't get the offer in Rogers Gift cards, I guess it all depended on who answers the phone- what a screwy system no wonder their phone lines are so busy, likely all complaints. Most businesses running hit and miss with customers do badly in long run. Just like the other services like TV just call in and ask about your bill and suggest  switch to another provider and they offer you a deal. I guess they all do it.

[Pauly]

Spoke to a friend who has had rogers pay as you go prepaid for some time and found out about recently its shutting down. He said he will not migrate his account to postpaid because when he registered it years ago, he used fake name and address and he forgot what he put it under, whoopsie haha.

[fiona59]

Has anyone who had topped up their account in the last couple of months contacted their credit card company?  Rogers charged for services they knew they had no plans for providing.  I topped and wasn't told the plan was terminating, in fact the rep even suggested that next year, I use my balance as payment to reduce it.

Were the PAYGO employees as blindsided as most of us?

[tony2024-10-28]

hi, Chanllenge8888, 

did you get any written confirmation about giving your balance in a gift card? 

they gave me the same offer and transfer my phone to the 5 dollar plan. but they said the gift car will be arrival in 3 months. the worst thing, there is no written proof for the gift card. how is your situation? thanks  TOny

[NikiF]

I received the same message about Pay as You Go  will no longer be available after December 16, 2024.
Went in to a Rogers store and they set me up with a post pay month by month account. They also told me
to contact Rogers by phone to see what they would do about my $682.00 credit balance, I was told that they
would probably give me Rogers gift cards for the balance, as that is what they had done with other customers.
I called Rogers and they told me it wasn't them that could do it, I had to go back to the Rogers store and the manager there would take care of that. The manager at the store told me that they can't do anything there as it has to be done by Rogers corporate. She took my info and said she would escalate it on her end and call me back the next day, which she hasn't. I tried calling her back several times and only get a busy signal. Not liking the runaround especially since it's Rogers that is discontinuing the Pay as You Go service December 16th. 2024. I will be making a complaint with the CCTS if this is not resolved properly as I'm a senior and $680.00 is a lot of money for me to lose.

[SC118]

I migrated to the $5 plan but when I enquired about my O/S balance the agent at first said it cannot be refunded because Rogers is offering a fantastic plan that will save a lot of money. I replied that other users on the forum have reported Rogers will send out a gift card afterwards and then the agent changed his position indicating it can be done, but that the gift card will be sent out only after three billing cycles. I mean why doesn't Rogers just have a resolution plan that will treat all the users the same way, instead of waiting for the callers to push for a return of the money that rightfully belongs to them ? If I haven't seen this forum I wouldn't have known some users were promised a gift card back ! Whoever is in charge of this resolution/migration plan isn't doing a proper job ! If they simply come out and say "here are your options and by the way don't worry, your o/s will be returned"  it will go a long way and generate a lot of goodwill !

[nick000]

Support making a complaint with the CCTS!

I got $800+ credit balance.