Rogers Subcontractor Management

[Jeff96]

Rogers needs to take a more proactive role in ensuring their subcontractors which are contracted to do burials for residential services do so in a timely manner. I have waited since last October to have an exterior coax cable buried below ground to my house. Rogers failed to submit a burial request at the time of install . Once Rogers assigns a contractor to do the work, which was only done in the last month in my case, the contractor has an obligation to call and request underground service locates. Only after all potential buried services have been marked out on site can Rogers subcontractor start the burial process. Rogers has to date not followed up with their subcontractor to ensure they have actually initiated a request for locates and have advised me the contractor can take as long as he pleases before calling for locates. This is irresponsible and poor service from both Rogers and the subcontractor.
If the exposed Rogers coax cable causes someone to trip, fall, and possible seriously injure themselves, I can assure Rogers will be accountable and liable for all damages and associated costs.

***Edited Labels***

[RogersMoin]

Hello, @Jeff96.

We appreciate you joining the Community and providing feedback on the burial process. It's disappointing the burial request was not submitted during the installation. The burial orders created between Feb 1st and Jun 30th of this year will be completed within 6-8 weeks after June 30th. 

You can check the burial order status and learn more about the cable burial process by visiting rogers.com/cableburial.

Thanks again for taking out the time and critiquing the burial process.

Cheers,

RogersMoin

[Jeff96]

This is once again a display of disregard and negligence on the part of Rogers. You are saying that after waiting 6 plus months I’ll have to wait another 3-1/2 to 4 months before it’s buried. Totally unacceptable!

If a new customer were to be signed up by Rogers , I can bet you’d have the cabling installed in less time than what it’s taken in my case.
I stand by my previous comment where “Rogers needs to take a more proactive role in managing their subcontractors so customers aren’t left with incomplete installations.

[bradandtara]

It's been a year here and they just told me 6-8 weeks. Our cable line is killing the tree super unsafe and each time we call we get a different answer. They said they made it a rush now we're just back in line. Awful awful service.

[bradandtara]

This is not true we were told the same before June 30 to now be told 6-8 weeks. Update your messaging this is false information

[RogersCorey]

Good afternoon @bradandtara!

I am sorry to hear that there's been a delay with your burial. Do you recall the approximate date that the temporary line was originally installed? 

Regards,

RogersCorey

[bradandtara]

July 9, 2023, almost a year ago. No updates just that it will take another 6-8 weeks. We should be a priority

[RogersCorey]

Yes, I agree that your burial should be prioritized if its been that long. If you've already spoken with someone, they may have already sent an escalation request. 

If you visit: https://rogers.com/cableburial and Ask Anna, what status update does she provide?

If you would kindly send a private message to @CommunityHelps I will look into this further for you. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[bradandtara]

Anna says our burial is on hold and no one can give us any updates other than 6-8 weeks. I've called many times and they say it's escalated but if it is then why 6-8 weeks