Migration from Shaw Mobile to Rogers Mobile

[bunnnyrabit]

I am new to Rogers and after 7 days of talking with 8-9 people I am baffled and shocked by  Rogers.  Like others reporting here, what we agreed to on the phone was followed up by an agreement that reflected nothing that we discussed.  It appears that frontline staff are trying to  follow terms laid out here https://support.shaw.ca/t5/mobile-articles/shaw-mobile-brand-sunset-faq/ta-p/58806, and then writing notes on the file to get discounts to force the Shaw plan we were on into Rogers' plans.  Rogers was unable to get its technology to work for wifi calling and tried to up-sell us to a Rogers phone.

I spoke to managers. One bullied us until were were quite upset and refused to listen,  and another claimed Rogers was an independent company with its own plans and conditions, and Rogers is under no obligation to offer Shaw customers plans similar to those they  had with Shaw. She went on to say if we don't like the conditions go elsewhere.  So the deal on the Shaw site seems to no longer apply.

**Labels Added**

[RogersJo]

Greetings @bunnnyrabit!

A warm welcome to our Community and congrats on your first post with us! We're elated to have you on board with us! 🙌 I'm saddened to hear about what transpired as this is most certainly not the experience we want you to be having. It doesn't sound like we've started our relationship off on the right foot. 😥

I do have a few questions for you to get this ironed out:

Did you recently migrate your mobile services from Shaw to Rogers? Or was this a brand new activation with Rogers?

Have you had the chance to check out this super helpful article with regards to Migrating your Shaw mobile services to Rogers Communications?

Looking forward to hearing from you,

RogersJo
 

[bunnnyrabit]

Yes, the Shaw number was moved over to Rogers. After being bullied by the manager yesterday we asked her to close the account.  I have had 2 heart attacks and dealing with her stubborn position was just too stressful.  I spoke to the second manager afterwards to see if there was a remedy and it was she who told me that Rogers is under no obligation to offer the same mobile service I had with Shaw.

[RogersJo]

We're saddened to see you go! 😥 The last thing we would want to do is cause you any added stress. I hope you're on the mend and feeling better! We can certainly send feedback with regards to your experience.

Feel free to connect with us by sending a private message @CommunityHelps and we'll be happy to have a gander for you. Check out this blog if you're not familiar with our PM system.

Regards, 

RogersJo

[Datalink]

@bunnnyrabit, and all other Shaw customers similarly affected.  I would encourage everyone to read the reference post indicated by @RogersJo .  I also refer everyone to the following release by Innovation, Science and Economic Development Canada

https://ised-isde.canada.ca/site/mobile-plans/en/undertakings-rogers-communications-inc-related-its-...

To paraphrase the release by Innovation, Science and Economic Development Canada

Whereas on March 13, 2021, Rogers Communications Inc. ("Rogers") entered into an agreement to acquire all of the issued and outstanding shares of Shaw Communications Inc. ("Shaw")

......

Now therefore, for good and valuable consideration which is hereby acknowledged, Rogers hereby undertakes and agrees to the following:

......

5. In addition, Rogers agrees to honour the Shaw Mobile Pricing Commitment by offering wireless plans to Shaw Mobile customers as at the Closing Date with the same terms and conditions (including eligibility) as the current Shaw Mobile plans for five years following the Closing Date. Rogers also agrees to include the Shaw Mobile Pricing Commitment in its terms of service with all Shaw Mobile customers as at the Closing Date.

.....

8. In recognition of the legally binding commitments in this Agreement, Rogers agrees that it will be liable to pay the Minister a pre-liquidated sum of $100 million dollars for every year (beginning on the first anniversary of the Closing Date) in which any material element of any commitment outlined in this Agreement is not met or remains unfulfilled upon written notice by the Minister, provided that, in all circumstances, the total pre-liquidated sum payable by Rogers to the Minister in connection with this Agreement will not exceed (i) $100 million per year and (ii) $1 billion in the aggregate. ........

11. This Agreement is binding upon Rogers and the Minister, and their respective successors and permitted assigns.

.....

13.. Any notice required or permitted to be given in connection with this Agreement shall be in writing and shall be sufficiently given if delivered (whether in person, by courier service, mail or electronically):

To Rogers at:

Rogers Communications Inc.
333 Bloor St. East, 10th Floor
Toronto, Ontario M4W 1G9

Attention: Chief Legal Officer
Email: legal.notices@rci.rogers.com

To the Minister at:

Innovation, Science and Economic Development Canada
235 Queen Street (6th Floor, East Tower)
Ottawa, Ontario K1A 0H5

Attention: Director General, Spectrum Management Operations Branch
Email: spectrumoperations-operationsduspectre@ised-isde.gc.ca

So, in a nutshell, Rogers agrees to honour the Shaw Mobile Pricing Commitment by offering wireless plans to Shaw Mobile customers as at the Closing Date with the same terms and conditions (including eligibility) as the current Shaw Mobile plans for five years following the Closing Date. It would appear that there is an issue with the "terms and conditions" as offered by Rogers. I would encourage everyone affected to write to the Minister of Innovation, Science and Economic Development Canada seeking clarification of the "terms and conditions" that Rogers has undertaken to provide to Shaw customers. All it would take is a simple email to ISED. Does this include pricing only, or does it include pricing and technical capabilities of the mobile plans that Shaw had previously offered? If there is no reference to technical capabilities of the mobile plans, Rogers is free to completely downgrade the mobile plans to absolutely bare bones plans while appearing to meet the terms of the agreement by keeping the pricing levels the same. It would be a pyrrhic victory for the competition Bureau. Good try, no cigar for the Shaw customers.

If you find that Rogers Customer Support staff are playing hardball in an attempt to force you onto other Rogers plans, remind them of the commitment by Rogers (I'd indicate that they're in breach of the merger agreement) and simply send an email to the Minister of Innovation, Science and Economic Development Canada.  A few complaints like these should grab his attention.  A copy to the CRTC, National Post and Globe and Mail also comes to mind.  I would think that a $100 million dollar payment to the minister "for every year in which any material element of any commitment outlined in this Agreement is not met" would grab Rogers attention.

[bunnnyrabit]

This was very helpful. Thank you.

Because of privacy, RogersJo wanted me to communicate privately. However the summary is that I provided lots of very personal information and he/she thanked me and wished me well. This has been a common response among some Rogers staff.  Promises to help and then they give up. I'd love to know the behind scenes chat.  I spoke with a Shaw rep who said that they, any company, can reopen a closed account. All the information is there they just have to be willing to do it. 

[bunnnyrabit]

I spoke with another manager and she explained things this way:  "Rogers made no commitment to integrate Shaw customers into Rogers with the same service at the same cost. Rogers is an independent company with its own plans and conditions, and Rogers is under no obligation to offer Shaw customers the same account as they had with Shaw. We have offered special plans but if you don't like the terms don't come to Rogers."  I cannot explain any discrepancy with what Datalink said.  I hope this information helps someone

[Hmm]

I suggest you also file a formal complaint with the CCTS: https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

For the time being, the Ministry (Innovation, Science and Economic Development Canada) ISEDC are favoriing Rogers unless they hear otherwise from the CCTS. 

Nonetheless, what you (and everyone) needs to do is file four separate complaints (copy and paste after you create your template):

1. The CCTS:  https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

2. The ISEDC (the Competition Bureau falls under them):  https://www.competitionbureau.gc.ca/eic/site/cb-bc.nsf/frm-eng/GH%C3%89T-83KK9Y

This is for general feedback regarding the merger

3. Another complaint with the Competition Bureau and someone will be assigned to your case: https://www.competitionbureau.gc.ca/eic/site/cb-bc.nsf/frm-eng/GH%C3%89T-7TDNA5

4. Email the Minister: The Honourable François-Philippe Champagne - Member of Parliament - Members of Parliament - House of Commons of Canada: francois-philippe.champagne@parl.gc.ca

He approved the merger and likely is oblivious to the shortcomings and issues almost everyone is facing.

EVERYONE needs to do this instead of expecting others to have these issues addressed by others. This is a perfect example of how the power of numbers facilitate change. 

[Hmm]

Everyone has an opinion, especially near minimum wage managers at Rogers stores.

Your example above is case in point that's completely false what you were told. They're gaslighting you and just want you and drop the matter! I suggest starting to become skeptical of anything you're told (in general) and use the rule of threes: verify the information from three different sources.

[Hmm]

@Datalink 
Much of your info you wrote isn't entirely true. You're only ranting which isn't going to get you far. Moreover, you're venting to the wrong email address. See my post below.

[bunnnyrabit]

I do not understand how form technology works. I am constantly getting lost, sorry. I am really speaking to a Rogersmoderator, if there is one on duty. I added anther topic titled something along the lines of Encouraging Rogers to fix the issues. It listed various emails others have listed, PM, Minister, CRTC, media, etc, and my hope was that we might have one place we could go to get ideas on how to follow up. Federal interest in this, I believe, is important because of the contract/agreement between Rogers and the minister.  But this topic is missing.  Are there rules about topics I don't know about?

[Hero68]

Hello everyone! I have been having an issue to get migrated my Shaw mobile number to Rogers since last week. My wife and I two numbers under my account. My wife's number was transferred to Rogers but mine was cancelled somehow during the process and its been almost a week since I have been trying to get solved it with no result at all. Contacted to 9 agents. They would put me on hold for 10-20 minutes and would give me transfer to another department and so on.. Every time I would explain my story again and they would transfer to different department. Finally, I went to 2 nearest Rogers shop and was given the number of "  Pull OUT" department . Have been trying to reach them for 2 days with no result. The day before yesterday I started my call at 12 at noon and gave up at 7 in the evening. Yesterday since morning 8 o'clock  till 5 in afternoon... Nobody would receive the call. I really need my Shaw mobile number get connected as soon as possible because I have been waiting very important calls including surgery date...I even had no any phone numbers for 3 days until I received second SIM card from Rogers with temporary numbers. My Shaw SIM card is already useless and and agent at Shaw said that my sell phone number was already transferred to Rogers and he could do nothing. So far I have been dialing 18335830078 for 2 days since morning till evening with no result at all. I had a few other operators like Telus, Freedom mobile and Shaw but never had a problem over last 10 years... Any help would be much appreciated!!

[RogersJo]

Greetings @Hero68! 

A warm welcome to the Community and Congrats on your first post! 🙌 We're elated to have you on board with us. I'm saddened to hear what has transpired since you've started your migration process. This is most certainly not the type of experience we want you to be having. It doesn't sound like we've started our relationship off on the right foot. 😥 We're truly sorry for any inconvenience this has caused as I know how imperative it is to ensure you stay connected, especially with regards to your surgery date! 

With that said, we'd be more than happy to have a further look into this for you and appreciate your feedback.
Feel free to send us a private message to @CommunityHelps so we can get started. If you're not familiar with our messaging system, click here.

Regards,

RogersJo

[Wevans]

I did the migration from shaw to rogers was told nothing would change what they didn't tell me was any new phones I got from shaw before hand would not migrate over too shaw send me a bill for 800 plus dollars for the phone I have talk to both sides either will except responsibility and now shaw has collection after me for they would not work out a payment with me on the phone totally unhappy with the whole thing.

[RogersYasmine]

Hello @Wevans ,

A warm welcome to the Rogers community, we hope you like it here! 🙂

I'm really disappointed to hear about any misunderstanding surrounding your migration from Shaw to Rogers. Being billed for something unexpectedly, is certainly not fun. 😞

Prior to completing your migration, did you specifically inquire about whether or not your device tab would get transferred? For customers who have a device tab owing at Shaw's end, I'm sorry to confirm that it does not get transferred to the Rogers side when doing the migration. Although, this is something we are working on for the future, there is nothing in place for this at this time. Once the migration is complete and the Shaw account has been deactivated, any device tabs owing to Shaw would get automatically billed out to the customer on their final Shaw bill along with their remaining service fees. 

So sorry for any disappointment. We really hope that things will be much smoother moving forward!

Kind regards,

RogersYasmine

[Rixter1]

I am just as upset.
I was told we'd be getting our same plan. I even called when I first got my email about the migration and I was PROMISED the exact plan.
When the SIM card came, it showed the plan at HALF the data and overage charges. NOT MY SHAW PLAN!
I called again tonight and told they "mis-used" terminology. It's an "equivalent" Rogers plan. What a load of you know what. Then I was told to hold on to see what they'd do for me. I was on the phone a total of over 1 1/2 hours and then the phone cut out 😳😠

[Rixter1]

Thanks so much for this information.
I wonder if we could get it out to the media.
Some people are going to be shocked after they get some enormous bill if they haven't checked the fine print.

[bunnnyrabit]

I sent my story to media outlets but was ignored.  In my case it was August and perhaps many outlets had staff on vacation.  The route I took, was to write to the CCTS, the Prime Minister's office, to Minister of Innovation, Science and Industry (francois-philippe.champagne@parl.gc.ca,)  and one email to  spectrumoperations-operationsduspectre@ised-isde.gc.ca.

Eventually I was referred through the CCTS to someone in the office of the president of Rogers to deal with the CCTS complaint.  I had expected results, but the individual was no better than the front line staff.  My conclusion was that in spite of having nearly two years to work on this agreement to buy Shaw, after all Rogers started the negotiation nearly two years ago, Rogers was unprepared technologically and administratively.  The agreement with the Crown calls for Rogers to provide the same plan at the same cost with the same terms and condition for 5 years. They tend to be afraid of making changes to their  administrative computer systems and try to force Shaw customers into  Rogers' plans.  Staff at Rogers tend to blame the phone and then make it our problem to fix. There is no easy fix for this. They might  offer to send you a replacement phone (free) but it might not have all the features of your current phone. 

However, this is a negotiation, and it might be possible to negotiate with Rogers that they pay for you to buy a phone at their expense (they specify the cost) and then you transfer your data to the phone. Either way, you have to change phones, which is a pain.

After we reached an agreement I wrote thank you emails to all government contacts and received an email from the Minister of Innovation, Science and Industry which reads, in part :

"In March 2023, Rogers entered an agreement with the Minister that it will – among other things – offer wireless plans to Shaw Mobile customers with the same terms and conditions, including eligibility, that Shaw Mobile offered before Rogers’ acquisition of Shaw Mobile’s parent company, Shaw Communications Inc. (the “Shaw Mobile Pricing Commitment”).

Rogers also agreed that it will report annually to Innovation, Science and Economic Development Canada (ISED) and the public starting in April 2024 on the progress it has made toward fulfilling the commitments to the Minister. ISED will assess this progress annually upon receipt of Rogers’ report."

So while writing to many people is a lot of work, I suspect that emails from Shaw customers is the  only way the Minister is going to hear of the problems. Any report from Rogers in 2024 is likely to gloss over issues and try to put a good light on what is actually an administrative and technological mess. They are unprepared. 

Rogers faces a penalty if the transition is too bumpy, although I am unsure how worried Mr Rogers might be over losing a few dollars.  It would be nice if your story was picked up by the media because it might help other Shaw customers.

[bunnnyrabit]

If you are unhappy you could try another avenue.

I sent my story to media outlets but was ignored.  The route I took, was to write to the CCTS, the Prime Minister's office, to Minister of Innovation, Science and Industry (francois-philippe.champagne@parl.gc.ca,)  and one email to  spectrumoperations-operationsduspectre@ised-isde.gc.ca.

Eventually I was referred through the CCTS to someone in the office of the president of Rogers to deal with the CCTS complaint.  It is not as work as it might seem.  In March 2023, Rogers entered an agreement with the Minister that it will – among other things – offer wireless plans to Shaw Mobile customers with the same terms and conditions, including eligibility, that Shaw Mobile offered before Rogers’ acquisition of Shaw Mobile’s parent company, Shaw Communications Inc. (the “Shaw Mobile Pricing Commitment”).  This agreement is published on line at Innovation, Science and Economic Development Canada.  Rogers staff have to find ways to meet the agreement.

[deejayh67]

Are you serious?  this is your reply?  You're ignoring the frustration of the customer and acting like their experience was joyful and exciting.  I will be sending my own concerns on my botched migration under a different post.

[mmmccurrie]

Rogers, you suggest to check out your helpful article with regards to Migrating as replied to Bunnnyrabit but when I go to your site RogersJo,  it states Archived and I can't even read it!