Posting here to see if anyone else has encountered a similar issue.
To start, we are located in Northern NB. We have the Xfinity TV Ultimate package. According to our TV Channel comparison sheet provided by Rogers, we are supposed to get channel 6 (Global Maritimes). This is also confirmed in MyRogers, as there is a checkmark next to the channel under our package, indicating we get this channel. We however, do not have access to channel 6 on our TVs, nor the Xfinity Stream app or website. I have contacted Rogers numerous times, some reps have stated that Global Maritimes is only available by adding on the Prime Time Theme pack at an additional charge, while others have confirmed that it is available in every TV offering, including essentials.
Each rep I have spoken with has put in a ticket to have this rectified, which always results in Rogers saying they cannot find the root cause of the issue, or results in being told that we must add this theme pack. When attempting to add the theme pack for the sake of things, it prompts us with a duplicate channel warning, stating that we already have Global Maritimes as part of our TV package- No surprise there!
This has been an ongoing issue for almost 3 months, going back and forward with various agents, with no resolution. Just when we thought we finally had access to the channel a month back, we lost access to the Cloud PVR feature as the channel access was restored. Another call to tech support who while troubleshooting the missing PVR, caused the channel access to disappear again- there goes yet another ticket. They were able to restore our cloud PVR, but we are still without access to the included channel.
Finally reached the breaking point where we had enough back and forward with Rogers and we filed a complaint with the CCTS in hopes of resolving the channel entitlement issue- one tech support rep did confirm it was a TV channel entitlement issue and stated something needed to be done with the Xfinity TV profile, however it was above his level of access. He again confirmed that the channel is included as part of our package.
Today we received a call from another Rogers rep, presumably in regards to CCTS complaint. This rep again reiterated that the channel is only in the Prime Time pack, and offered to add the package at a cost of $3 per month. If this is the case, then why is the channel listed as included on the information sheet outlining the channels that Rogers provided me, as well as the fact that it is listed as an included channel under MyRogers.
Hopefully someone can enlighten me in regards to this ongoing issue, or share a solution to finally be able to access a channel that we are apparently entitled to as part of our TV package.
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