Our Commitment to you

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Our Commitment to you

RogersLaura
Moderator
Posts: 863

Curious about Ignite WiFiTM Promise? Here’s everything you need to know about our commitment to delivering strong, secure home WiFi our Ignite InternetTM customers can depend on.

 

Certified Wall-to-wall WiFi

 

Here’s how we help ensure wall-to-wall WiFi in the homes of our Ignite Internet and bundle customers:

Easy installation: Use the Ignite WiFi app’s easy on-screen instructions to successfully set up your modem and WiFi network, maximize your coverage and test your connection to help achieve wall-to-wall WiFi.

Ignite WiFi Gateway modem: Our strongest modem yet provides thorough coverage throughout your home.

 

Personalized WiFi Security and Control

 

Ignite WiFi Hub is a streamlined app and website available with our new Ignite Internet packages and bundles. It’s the ultimate tool to personalize, help protect and manage your home WiFi network.

Here are some examples of how you can use Ignite WiFi Hub to make the most of your home WiFi:

  • Create custom WiFi profiles for everyone in the household, including all their connected devices
  • Easily set WiFi schedules and alerts
  • Use Protected Browsing to help prevent access to unsafe content for added peace of mind
  • See at a glance which devices are currently connected to your home network
  • Access troubleshooting tips right from your phone with just a few taps
  • Test the WiFi signal on each of your devices at any time to help ensure strong connection.

 

If you ever experience an issue with your Ignite WiFi network, you can find a solution quickly and easily:

 

Troubleshoot most problems directly via Ignite WiFi Hub:

  1. Sign into Ignite WiFi Hub on the app or website.
  2. From the Overview screen, select More.
  3. Select Help. From here, you can:
  • Restart your Ignite WiFi Gateway modem to resolve most common issues
  • Troubleshoot devices
  • Test your connection
  • Access step-by-step support

 

For more advanced technical support, open the app and just tap the question mark icon at the top corner of the screen to chat with an agent.

Contact us here for additional help. For persistent issues, agents can provide remote video assistance.

 

24/7 Proactive Monitoring of the Rogers Network

 

Behind the scenes, our Network and Technical Support teams actively monitor the Rogers network to stay ahead of issues and help keep you connected. Plus, we invest in ongoing enhancements to continue delivering dependable home WiFi.

 

Have you checked out our new self-serve hub at www.rogers.com/support? Find all the information needed to manage your account and services online, 24/7, including troubleshooting tips, answers to most frequently asked questions, video tutorials, and more!

Comments
RgrsL
I've Been Around

That's it? That's the promise that's been advertised on national television. No mention of total service upkeep, no mention of non fluctuating prices, no mention of money back for every minute your wifi is down. The only promise is house end to end wifi yet when I ask for an included extender so the wifi can reach my backroom it's not available. 

 

L

Robians
I'm New Here

A promise is something you clearly say you will do - e.g. "I promise to shovel your driveway".  You advertise the "Ignite promise" but don't say what you're promising to do.  It sounds like empty marketing babble.  Worse, it suggests you think your customers are too thick to see through it.  It's really annoying.

Peter30
I Like it Here

We moved to Rogers Ignite early 2021.  We have nothing but problems, service disruptions and POOOOOR customer support.  I do not recommend Ignite.  A promise should include more, including PROMISING to deliver the service that I pay for, without interference or ignorant customer service reps.


I have been trying to talk with management or someone that will listen to a customer complaint and they push me off.  

ROGERS and management, take ownership of your actions and horrible service.

 

 

RogersLaura
Moderator

Good day, @Peter30!

 

Thanks for joining us here in the community and for posting your concerns! We hope this message finds you safe and well. 🙂

 

Customer service is our top priority and we are saddened to hear that your recent interactions have not been very pleasant. 😞  May we confirm what specific issues you have been having? I'm not sure if you've had the opportunity, but if you are able to use our search option here in the forums, you may find some helpful and interesting threads that may address some of your issues or concerns. We also have some very knowledgeable folks in the forums that may be able to offer you up advice or guidance!

 

If you feel the issue is specific to your Rogers services, we will be more than happy to take a closer look at the back end and troubleshoot with you to see what's going on. We certainly want your service with us to be as smooth and hassle-free as possible! Feel free to shoot us a PM @CommunityHelps to get started. For more information on how our Private Messaging system works, please check out our blog.

 

Kind regards,

RogersLaura

Peter30
I Like it Here

Thank you Laura.  All the notes from my concerns should be on the file.  Please review and have someone take carriage of the matter and call me with an action plan.  I have spent numerous hours repeating myself to various Rogers reps, to no avail.  I have damage to my house from a Rogers tech service agent, hanging wires from unburied cables, expenses I had incurred due to my switch to Ignite, and the fact that my security system did not recognize your modem (which was never explained to me by the Rogers sales rep), etc., etc., etc.