Misled on Flex Channels

[BTorrens]

After doing some reading about the packages for Ignite Internet/TV, yesterday, I decided to sign up.

The process of arranging all of this at the Rogers store, was a somewhat painful and confusing process.  I had an existing account using the VIP TV service and wanted to upgrade to the Ignite service.  After attempting and failing, the agent in the store told me we would have to create a new account and then I would have to phone and have the old account cancelled.  Now I have two accounts and a whole mess with that.  Spent over an hour on hold, twice trying to get it sorted out and I'm still not certain it is.

The part that I am really unhappy about is the lack of "Flex Channels".  When I was reading about the packages, it talked about Flex channels.  When I asked the agent in the store, about altering the Flex channels, he told me it was really easy and could be done on the website.  Turns out that was a complete lie.  After installing the internet and cable, I was unable to make any adjustments to the channels.  After doing some further searching, I discovered that the Flex channels were discontinued in November of this year.  So basically, not only was I misled by the webiste, but also by the employee at the Rogers store.  You would think that the Rogers agents would know something as important about a change like this.....

So now I have a bunch of channels that I will never, ever watch, and a bunch that I would have liked to have access to, but the only way to get them is to pay extra.

To be honest, it almost feels like bait and switch.  I suppose it is actually buyer beware, and never trust the agent at the store.

Not pleased....

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[57]

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@BTorrens wrote:

After doing some further searching, I discovered that the Flex channels were discontinued in November of this year.  So basically, not only was I misled by the webiste, but also by the employee at the Rogers store. 

To be honest, it almost feels like bait and switch.  I suppose it is actually buyer beware, and never trust the agent at the store.

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Not quite sure how you were misled by the website - the Flex channels have not been available on the website (to new IgniteTV customers) since November 1 - Forum link below. The various packages were a bit of a mess for about a week or two as discussed in the link below and other threads.  Yes, Caveat Emptor.

https://communityforums.rogers.com/t5/Ignite-TV/Changes-to-Ignite-TV-Channels-in-Packages-and-Theme-...

[BTorrens]

... and yet with all the "Flex" info available on the website, you would think they would have some big banner

Having the Rogers employee in the store tell me I could change my flex channels was very misleading.  He could have told me on the spot that it was no longer an option.

Insult to injury, I have been a Rogers TV customer for over 20 years.  This is the thanks I get for upgrading....

[57]

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@BTorrens wrote:  Having the Rogers employee in the store tell me I could change my flex channels was very misleading.  He could have told me on the spot that it was no longer an option.

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Changing the Flex channels for existing IgniteTV customers is usually very easy using MyRogers and is still an option for existing IgniteTV customers, just not "new" IgniteTV customers since November 1.  The major package changes as of November 1 are very recent and I can only assume that the Rogers employee was going on past experience.  I'm sorry that you thought you'd still have Flex. Many people are disappointed with this.

[BTorrens]

Which is my point, why would the Rogers employee, who is currently setting up my account, explain how I could change my Flex channels, using his example, swapping out a baseball channel, when the season is over and swapping in a hockey channel.  Like I said, it just made the whole experience confusing and misleading.

It's also more than a bit irritating that, after using Rogers TV for over 20 years, I find out that my "upgrade" is not as good as other Rogers customers.

[57]

Unfortunately, Shrinkflation seems to be a fact of life these days. Even "other Rogers customers" contend with with the same thing.  Any time you change your package it seems there are fewer channels and the cost remains similar or even more.  When IgniteTV started out over 5 years ago, there were more Flex (and other) Channels included, Home Phone was "free", Pods and additional box(es) were "free", etc. 

One needs to be very careful these days to research what you are getting and look at the overall price to get what you want/need.  Unfortunately, this may require more research than many people have time for or patience.  It's always a good idea to compare two or more different sources, so that you can compare and corroborate. 

[BTorrens]

Then Rogers really needs to make things much clearer on their website.  When you ask about Flex channels, the site should immediately warn you that they are no longer included.  Also, to the point, I did actually research a few different providers, but decided in the end to use Rogers for my internet and TV.  I've been using Bell for my internet for years.

It also just seems like a ripoff when a Rogers employee tells me I can use it, only to find out when I get home, I can't,  As I said, misleading and disappointing.

[MalakiScarberia]

We’re in the same boat. Finally switched from Roger’s digital cable to Ignite back in November. We made the all the arrangements with a Roger’s agent over the phone and were also told we would have flex channels……well no flex channels. Irks me paying for services I’m entitled to yet not receiving. 

P.S. Also a customer for well over 20 years!

[JordonGies]

I possess all my transcripts, which indicate that I was misled into believing I would retain flex channels upon upgrading. This is not the case. I upgraded to Ultimate TV this evening after a representative assured me that I would indeed receive flex channels. He even claimed to have consulted with his support team regarding this matter. It appears that Rogers is engaging in deceptive practices. They misrepresent information to entice customers to change their plans, resulting in reduced services at a higher cost. Consequently, I have lost my flex 20 plus sports pack, and I no longer have access to certain channels I previously enjoyed, all while incurring increased charges. To regain access to the channels I once had, I am now required to purchase a theme pack...

[RogersCorey]

We'd like to work with you on this @JordonGies, look into the transcripts and submit coaching feedback if we can verify that you were mislead.

Please feel free to send 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.  

Regards,

RogersCorey

[TopShelfy]

Ya this is a total sham.  I had popular TV with flex channels and when I upgraded to ultimate 1 GB internet and stayed with popular TV package I lost the flex channels.   Not only that but the pricing was misleading.   It stated that my ignite boxes were all included in the "new" price but then when I received the email I had all 4 extra boxes being billed to me as before.   I'm livid right now

[TopShelfy]

I ended up having to get the "discounted" Ultimate TV deal for 24 months and was told I would have those missing flex channels and..........guess what?  No flex channels still.  The site is really messed up too.   It shows I don't get cartoon network but I do, it says I don't get MTV but I do,  I don't get Family Jr anymore, I don't get Dejaview anymore.   Not very ultimate at all.   It's not even accurate as to what I get and don't get when I look at my channel lineup.  I actually have like 10 less channels with "Ultimate TV" than I had with the Popular TV package with the flex channels.  It's NOT clearly indicted that you would lose the Flex channels as the rogers expert below seems to imply.  Who cares if this was done in Nov '23?  It still doesn't mention it at all when you click on the big promotion to Ultimate TV pop up.  It's a gauge tactic for sure