Home Monitoring

[Dmbasque]

I have suspended all my Rogers services with the exception of SHM while I am out of the country for an extended period. Rogers knows that in order for SHM to work properly I need a small amount of internet available. This worked great in the past without any issues until we were “upgraded” to Ignite/Xfinity! No one seems to understand the issue or know how to fix it. It was possible using the older technology but not with upgraded equipment or services?! Does this even make sense in today’s environment?! I was told by an agent that they’d have to suspend my internet on paper (ie I would pay the suspension fee and not the full charge for internet) but technically would need to leave the internet active to keep the SHM functional. Whatever workaround they need to put in place I don’t care but I am paying for SHM so expect to have a fully functional system. I’ve been dealing with this for weeks and yet can’t get this resolved! I had the same issue last year so you’d think the fix would be documented in my file!
Anyone else encounter this issue and was able to get it resolved?
There is such a disconnect between the technical and administrative sections within Rogers that it is mind boggling! It has even been escalated to the “Office of the President” but that has not helped to date.

[57]

If you do a search of this forum for "vacation stop" or "suspension" or similar terms, you will find that, unlike with legacy digital cable where you could stop TV or Internet or Home Phone for something like $10 each, the vacation stop with Xfinity is an all or nothing procedure.

The technology is different and it's more difficult to separate Internet and TV and Home Phone, etc. so it's all or nothing AFAIK.

You would think that they would have something in place for those with SHM, but perhaps there are not enough people in your position to make it worth their while.  It's interesting that someone offered to keep your Internet "active" while actually "suspended".

It's not technologically impossible to do what you want - it's just not part of their normal procedures.  Good Luck and please advise us of your outcome.

Edit - one option may be to cancel the services and subscribe to the least expensive Internet package.  When you come back, you may even qualify for "new customer" pricing.

See the posts in the following thread for additional information:

https://communityforums.rogers.com/t5/Account-Support/Temporary-Suspension-on-Ignite/m-p/501830/high...

[Dmbasque]

Unfortunately I got locked into a 2yr contract. When I tried to change the speed of our internet service they issued a new contract date without me realizing that that would happen. They just told me I could get a faster speed for $5 less but not once was I told that my contract end date was extended to that new date! I would love to cancel all my services as I am not happy. BTW I have been with Roger’s for almost 30yrs but that doesn’t seem to matter.