Disastrous Move from Shaw to Rogers

[tbinette]

I have spent more than 3 hours in total on the phone with Rogers techs to try to move 3 plans from Shaw to Rogers. The people I have spoken to are all lovely, but they are all new which is perhaps why I have had nothing but problems. The first person warned me to take notes while she was giving me new (temporary) phone numbers. She also spelled my name a couple of different ways and somehow created 2 accounts under my name. 3 SIM cards arrived in 3 separate packages, but there was no way to determine which SIM card was associated with which account. Thinking that I could just port my old number over using the online MyRogers site, I started the process which closed my Shaw account. Unfortunately at no point in time (in the MULTITUDE of emails I received nor in any of the accounts associated with my name online) was I able to link a phone number/plan/account to a SIM card. When I finally found someone who didn't just try to connect me to a different department (which resulted in being disconnected), she stuck with me and figured things out only to determine that 1 of the 3 SIM cards sent to me (and the one assigned to the number I had actually ported over and had thus disconnected with Shaw!) was NOT associated with my account at all.  After all the mistakes had been identified, I had the option to go to a Rogers location or wait 1-3 days to get the correct SIM card in the mail. I asked for this to be sent "overnight" - not sure if she can request this, but at this point I have a non-functional phone because my number has been ported to nowhere. Beware and ensure that you don't hang up from the call to set up the transfer with a temp phone number associated with a SIM card so you can maybe then port the Shaw number/set things up smoothly. 

***Edited Labels***

[tbinette]

As an update: 1 day later and I haven't received a shipping notice for my SIM card. I have received a note (confirmed by chat) that it will take 2-5 days for the SIM to arrive so no one has done anything to expedite things despite it being a Rogers error that caused this inconvenience. I will now have to phone yet again to request any compensation for the fact I will be out a cell phone for the next several days which means yet more hours spent on the phone. I am so disappointed. 

[RogersJo]

Greetings @tbinette, 

A warm welcome to the Community! 🙌 I'm saddened to hear about the issues you've face while getting your services migrated over along with the incovenience this has caused you. It doesn't sound like we've started this relationship off on the right foot. As a consumer myself, I know how imperative it is to ensure you stay connected at all times.

Has the spelling of your name since been corrected and the additonal account removed? The delivery time line for a SIM card is in fact 1-3 business days, however the timelines can vary depending on the shipping company thus resulting in the 2-5 day timeline. 😥 When was the SIM card order placed? 

We can certainly have a look into your account to check to see if there has been a tracking number generated at this time. Once you receive your SIM card, you can totally reach out to us to see if there is anything we can do for the inconvenience this has caused (so we then have a definitive start and end date for the trouble).

Feel free to connect with our dedicated migration team for former Shaw customers, through chat here as they are available 7 days a week, from 12 PM until midnight (ET).

Alternatively, you can also send us a message at @CommunityHelps when you have time. To know how to send us a private message, check out this blog.

Regards,

RogersJo 
 

[tbinette]

Thank you, I sent a private message. The SIM was ordered yesterday but I have yet to receive any shipping notification. Clearly this has not been expedited which is disappointing as the replacement SIM card is to correct a Rogers error where the wrong SIM card was sent to me. 

[RogersJo]

Hi @tbinette😊

Thank you! We'd be more than happy to continue there! 

RogersJo