Migration from Shaw Mobile to Rogers Wireless has started

[Hmm]

I had a very  frustrating experience with Rogers today lasting more than an hour. They called me to migrate from Shaw Mobile to their service, but they did not give me any written confirmation of the offer.

They claimed that I would get 6GB of data for my 2 or 3G plan, free roaming in the US, and a fixed price for five years.

However, they also required a credit check, which they failed to complete. They tried three different credit cards and my driver's license, but they could not verify my identity.

I still do not know when I have to switch to Rogers or if I can keep using Shaw Mobile. They did not provide any clear information about that.

I have a spotless credit score and record and this shouldn't be happening. Many years ago after I left Rogers they still appeared on my Transunion and Equifax reports as having an active account with them. It took many years and a lot of back and forth before Rogers resolved the issue and sent the correct data feed to the Equifax or Transunion. I wouldn't be surprised if this is the root of the issue I'm having with Rogers.

In any event, regardless of the "arguments" or reasons, Shaw Mobile customers shouldn't have to have another credit check especially with inflation so high and consumer debt load has never been higher.

*Added Labels*

[Hmm]

My port took about half a day!

And now when I call 611 on my mobile, I reach a "dedicated" Rogers/Shaw migration CSR even if my issue isn't related to the migration. This is all a ridiculous mess and causing immense frustration. 

[bunnnyrabit]

All good advice.  We have been trying to port our Shaw plan to Rogers since July 13.  All sorts of problems:

agents tell us one thing and then send documents that reflect nothing they tell us, they refuse to write down what they tell us.  Plus, we used to pay monthly, if needed, they require auto-pay, just as others are saying.   We used to have wifi calling. Eventually we complained to the Minister, CRTC and CCTS.  Eventually we were contacted my someone from the office of the president. He said we had been given the wrong plan and added wifi calling - that after speaking to 11 Rogers agents prior to escalation. We still do not have wifi calling. Tech support tell us they can get it to work, then yesterday we received an email telling us their network was fine  the problem was fixed, go speak with the AI agent if not.  You might have thought that someone in Tech support would have called to check that it was working.  Spoke to manufacturer and they helped reset the phone, wifi calling still not working. I do wish they would stop blaming and bullying us.

The current Rogers plan is nothing like the Shaw plan, different terms and conditions and different base cost.  The person in the office of the president is now on vacation.  I have no idea how to get Rogers to reengage  and fix their problems. As far as I experience, the Agreement for Rogers to "... to honour the Shaw Mobile Pricing Commitment by offering wireless plans to Shaw Mobile customers ... with the same terms and conditions (including eligibility) as the current Shaw Mobile plans"  is not being met.  I wished they cared more, for us, for their reputation, for Canada.

[RogersMaude]

Good day @bunnnyrabit,

We appreciate you took the time to share your experience with us and are grateful for your update and feedback.

Since you've been in touch with an advisor of the Office of the President, with regards to this matter, I may recommend that you wait for their call back once they've returned from vacation, as they're already aware of the situation.

We would not want to take duplicate steps, in the process they've started with you, and are confident you're in good hands.

I'm optimistic you will be able to reach a satisfactory resolution, in a timely manner. Thanks for your patience and understanding!

RogersMaude

[bunnnyrabit]

I'm glad you have confidence.  I have none.  This mess has been going on since July 13.  I do not know why Rogers thinks it is OK to abandon customers and let them wait until they complete their vacation.  Whatever happened to winning over customers by providing wonderful service?

[bunnnyrabit]

Spoke with tech support who seemed to know what they were doing.  Learned from him that lots of Shaw customers cannot get wifi calling on their phones when they move to Rogers.  They are working on a fix but they do not know when the fix will be available.  Apparently Rogers tech support was not prepared for the technology difference between Shaw and Rogers.  Perhaps someone should have told Mr Rogers before he signed the agreement to offer Shaw customers the same plan at the same cost.  Either we can wait for the fix or ask for a phone that works with Rogers wifi calling. He could not think of another option. As for Shaw customers who like us did not have autopay with Shaw, my advice is to press to keep it that way.  Or send a complaint to CCTS, which does not take too long.  Rogers seems to need an incentive to reprogram their computer systems to fit with Shaw customers' needs. But it is just reprogramming.

[arcarr]

I have yet to migrate but it seems that my 1 GB for 90 days has become monthly.

[MJCCL]

How about you charge the same Shaw was charging and not scam people with extra fees and diferent contracts they never agreed on? It’s been painfull dealing with Rogers.

[Belonj]

Likewise, I have a spotless credit rating, but Rogers who should have been able to verify my credit from my Shaw account (they have all the other information) checked my credit rating, not once but three times.

After almost 7 hours on the phone, my rogers billing is still incorrect.  Most of that time was spent on hold because they do not offer a call back service. If they were truly customer concerned, they could make it much easier to contact them.
They do not even offer an email support option and their chat option is useless.

[Hmm]

I can't stress this enough, especially since this forum is specifically designed so it's very difficult to follow comments and replies. I suggest everyone who have any issues with Rogers to contact the CCTS and file a formal complaint with them.  Additionally, send an email to the Minister who approved of the merger. Remember, power in numbers, folks, and exercise your rights.

[arcarr]

Clarification:

My By the Gig at Shaw has become 

Shaw Basic 1GB BYOD

at Rogers.

We, 2 phones, don't use much data and our first bill has arrived - for $0.

Our only wrinkle was after three hours having to go to live chat to get the porting done.

Perhaps I'm just living right.

[arcarr]

Sorry.

On this plan you get 1 Gb free per month.

[sdosso]

I received my Sim cards but one phone is not currently in my location. Is it possible to get a remote Sim to port the last phone line over to Rogers?

[RogersCorey]

Good morning @sdosso,

If the phone is not currently at your location, they can visit their nearest Rogers store to pick up a SIM card there as long as they are an authorized contact on the account.

Regards,

RogersCorey