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Ignite TV - Error 012 (occurs when the activation has not started on your account yet)

cw1319
I've been around

Need advice / help.
On Dec 8, the morning of my Digital channels was all there, in the afternoon I was left with about ten channels. I called Rogers they said they do not support legacy anymore that I needed to switch to ignite. I went to swap the next day. My equipment arrived on Dec 11. The ignite internet I set up in minutes the tv I got the Error 012 (occurs when the activation has not started on your account yet). I called Rogers and that is where my nightmare/disappointment began, it has been 9 days and counting with no tv.
A case was opened and on Sunday I escalated to CET as I have been calling every other day and I am told in progress, case being looked at and it is being bounced between teams. On Sunday within a span of 5 minutes or so I was transferred four times. The supervisor told me there were 6 cases associated to my original case. Told again my order was stuck in the system but what I did find out was that the store person canceled my original order and then when told by manager that it was a migration, he tried to migrate hence why stuck in system.
It is not necessarily the people, but Roger’s process told they cannot close my order and re-open as I said that would resolve and make this customer feel like I am heard and responded to.
It has been 9 days and counting as I do not hold much hope in this getting resolved before Christmas. I have been a loyal customer for years personally and had business dealings and never complain about Rogers to treat (feels like it) like customers are not a priority is very alarming from such a large organization.
I do not know where to turn or go from here, I admit I lost it on the support staff at first and said my only alternative is to go to the competitor.

Desperate for advice/ help. Thank-you

 

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Re: Ignite TV - Error 012 (occurs when the activation has not started on your account yet)

RogersJo
Retired Moderator
Retired Moderator

Greetings @cw1319

 

Thank you for bringing this to our much needed attention. We're sorry to hear that your migration process has been less than ideal. I know firsthand how imperative it is to ensure you stay connected. We absolutely appreciate your loyalty and tenure with us! 🙌

 

Has this issue been resolved since you last posted? We'd hate to see you go and would love the opportunity to get this resolved for you. 

 

With that said, if the issue still persists, please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

 

Cheers,

 

RogersJo 
 

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