Crave Subscription Just Stops Working

[priffault]

We have Crave with our ignite package. I can see it on my bill but it just decides to stop working and tells me that I need a subscription in order to watch the shows I want to watch. Happen again tonight 4 episodes into a series. Now nothing works. Not the first time

It's dam annoying. Furthermore, if you try to get Rogers support it tells you that you are something like 66 in the queue and I never had to patience to wait until someone is available to support their broken system which I pay for. Anyone know how to fix this themselves. 

***Edited Labels***

[RogersYasmine]

Hello @priffault ,

Thanks so for joining us here in the community! 🙂

Having your Crave access conk out on you randomly like that can certainly ruin your TV watching time. That's awful. 😞

May I please clarify, is this issue happening while watching Crave through your Ignite TV box? Or is it happening via the Crave website and/or Crave app?

What happens if you try rebooting your Ignite box and/or streaming device? Any changes?

We look forward to your response!

RogersYasmine

[priffault]

Hi Yasmine

It happens while watching through the ignite box. 

I tried rebooting and power cycling. It did not help. Even had the roger tech do the resets of the box and modem and it did not fix the issue

Tried to go to the Crave website and log in via my Rogers login. It tells me that I do not have a subscription and to contact Rogers. Meanwhile rogers confirms that I have a subscription and I have paid for it a number of times

Had the service since december and this has happen problem 4-5. 

Terrible streaming Service. If I could get HBO some other way I would

[RogersYasmine]

Thanks so much for the detailed info @priffault and for sharing what troubleshooting steps have already been tried.  There may be some kind of issue with your subscription entitlements. 

If you can kindly send us a PM @CommunityHelps the next time you are available, we can have a look at a few other things at our end to try and get this resolved. For more information on how our Private Messaging system works, please check out our blog.

Kind regards,

RogersYasmine

[priffault]

Tried to. the email tool told me I had invalid HTLM that it corrected and to send again. I was not able to. There was no HTML in my message. Could Rogers support get any worse. It's just terrible

[Les57]

After experiencing this same issue two weeks ago, i attempted their online chat as they claim thats supposed to be faster to reach a solution. I waited 1.5 hours just for the chat agent (bot) to tell me to call rogers during business hours. Two weeks later, im finally ready to watch the show which ive been watching on Crave via HBO for years.

Ive been on hold for almost 2 hours now, been transferred between customer service, technical support, and now they claim our issue can only be dealt with by customer service. Alas, two hours later, still on hold and wondering why I’m paying for this Ignite streaming plan when they revoke streaming privileges with no notification whatsoever and no explanation as to why this might have happened. Ive been using crave for years, now its seemingly erased all my watch history/continue watching category, my history (separate tab in the app) now appears to be empty, and I’ve wasted over 3 hours total on this issue and suspect this wont be resolved this evening.

My bills clearly state that I’m paying for the Ignite plus streaming. Its worked for the last 2+ years or so. Now the technical support agent claims that we were never entitled to the streaming….so something is clearly either a) wrong on the back end and theres a major glitch resulting in accepted payments and revoked services or b) fraud is afoot.

I will wait for another 2 hours before getting in touch with others who are having this same issue (easy to find through online communities such as this and reddit). Id love to know how they think I’ve been accessing Crave since they claim I’m not entitled to it.

[pammyf]

This is happening to me also. I last logged in to Crave on the appple tv app on April 14. On May 17 and 18 I have tried and am unable to log in. Talked to a great tech yesterday and he could not figure out the issue. There is now a ticket open. Should be noted that Crave does work on my ignite box but not on Apple TV or my iphone and ipad.

[RogersJo]

Hello @pammyf  👋

Thanks for contributing to this thread! We're sorry to hear about the issues you're running into with your Crave Subscription. Has the issue been resolved with regards to the ticket since you last posted?

If not, are you using the same credentials to log in as you do with your MyRogers account?

Did you have a password saved on your Apple TV, iPhone and iPad previously?

Are you running into an error message of some sort?

Looking forward to hearing from you,

RogersJo 
 

[priffault]

I don't know about the other people here but my problem still persists. It's been a ridiculous amount of time and a number of escalations yet nothing has been fixed

[pammyf]

I have gone through all of these questions on the phone with a very helpful support person. Now I'm still waiting for resolution.

[RogersMoin]

Hello, @priffault & @pammyf.

Thanks for your continued patience; we can check the status and follow up with the escalations. Please send us a PM as instructed by RogersYasmine in her response. We look forward to hearing from you. 

Regards,

RogersMoin

[priffault]

read my reply from the 14 of April where I say I tried to PM and your system will not accept the message as it rejects my input. It claims something about HTML. There was no HTLM in my message. Everything about this experience has sucked

[RogersMoin]

Hello, @priffault.

Can you please provide details about the device and browser you use to send us the PM? If it's a mobile device, please try enabling the Desktop site to see if it helps.

Cheers,

RogersMoin

[57]

@priffault : Here's a set of instructions in a different format for sending a PM:

When logged into the forum, click on @CommunityHelps   .  On the page that comes up, you'll see a link on the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail that you have a PM, but it may have ended up in your spam folder...

Here's a set of tips if you have issues with websites:

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Tips-for-Rogers-Websites-amp-Apps/m-p/491...

[priffault]

Hi

Windows 11 enterprise running 64 bit

T15 thinpad with 40G of Ram

I7 with 6 cores I believe

CROME browser 125.0.6422.113 (Official Build) (64-bit)

Should be nothing wrong with that and I believe I am running what you are referring to as the Desktop site

[priffault]

Thanks, I'll try it again. I believe those are the instructions I followed or close to