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*

[RogersZia]

Good evening @Hmm,

We're trying to make the migration process as painless as possible, however I realize there can be hiccups. Such as the one you've mentioned above. At this time, Rogers and Shaw systems are not yet integrated. Credit checks are a mandatory step for all new Rogers accounts. In order to set you up with a Shaw equivalent mobile plan, a new account must be created with Rogers, which requires a credit check.

The individual you spoke to, did they mention creating a ticket to have the credit issue investigated? 

Please keep us posted!

RogersZia

[Hmm]

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@RogersZia wrote:

 Credit checks are a mandatory step for all new Rogers accounts. In order to set you up with a Shaw equivalent mobile plan, a new account must be created with Rogers, which requires a credit check.

---

I know there are and will be issues. However, the mandatory credit hit (hard hit) is an admirative decision, not a legal (legislative) requirement. Let's be clear on this.  My issue has been escalated to the OP.. 

[Hmm]

As an update. A hard credit check is required only for those customers who migrate (early) voluntarily. Once the voluntary migration window expires, accounts will be migrated automatically withOUT a credit check—source: CSR manager. 

On another matter, I'd like to see the terms and conditions for [data] roaming in the USA which is [now] included with the special migrated Shaw to Rogers plans. 

[jimelliott]

The plans aren't the same once you migrate to Rogers from Shaw Mobile. I moved my Canada/US/Mexico plan to Rogers, but now the included Mexico data I had with Shaw is no longer included with the Rogers 27 GB Canada/US/Mexico Rogers plan.

[goatboy007]

I have spent 6+hrs since Friday, speaking with Rogers Ambassadors (who they sub-contracted) to do the work. I have received SIMS this morning. MyRogers is not reflecting my main account as proper. It's showing as 1GB, when I had $25/25GB. Not sure what to do????. Is it easier to turf my entire account that was just created, and let you figure out how to migrate Shaw users over first??? 

[Hmm]

The plans have several features which we lost like:

• there's no data block when you reach a certain threshold on Rogers unlike with Shaw. 
• call forward minutes is unlimited with Shaw, it's 2500 with Rogers and $0.10 after
• there's no "WhoCalled" SMS text alert for missed calls when your device is off.  This is a standard feature with Shaw
• there's no transfer SIM or phone number to eSIM via your Rogers account portal unlike with Shaw
• there's a fee associated with getting an eSIM with Rogers, none with Shaw

I know for a fact the CCTS is incredibly swamped/busy right now with Rogers complaints. 

[Hmm]

Shaw mobile customers should be waiting until a [competent] Shaw rep creates your Rogers account for you, provides you the account number, and so on. 

It's best to do this via chat, as you have a chat record. Or you can do so at an official Rogers store.  Any issues you chat with Rogers support and if you can't get anywhere, file a complaint with the CCTS.

[bkmtan]

I tried to port 2 lines from shaw to rogers too, I am also an existing Rogers customer but the rep still required they do a credit check to add these 2 shaw lines to my existing Rogers account, but why? it makes no sense, the rep even insisted it will be 2 separate credit checks due to 2 shaw lines to migrate.

[Hmm]

@bkmtan 
I suggest you file a complaint with the CCTS. Obviously, nothing will come out of it. They seem to be leaning on the sides of the Telecos now, but at least it will be part of the record. 

To add insult to injury, some Rogers employees are telling their customers that to wait until you're forced to migrate and there won't be a credit check required. 

[Daleh]

I just migrated two phones from Shaw to Rogers. I followed the online and that worked for one phone, but I got a 'something went wrong' response on other so I dialled 611, got to a live agent and she was able to input my request with no problem.

The online instructions say to wait for a text from Shaw (on your original number) to confirm you want them to release the old number and cancel the account.  However, they have not sent me any texts as Rogers form said they would.  They in fact sent an email immediately after my request was processed by Rogers.  saying "You've successfully cancelled service for (xxx)xxx-xxxx on your Shaw Mobile account..."  I didn't need to keep my Shaw SIMs in my phones to get texts, as no texts were sent by Shaw.  In both cases, as soon as I saw the Shaw cancellation mail, I put the Rogers SIM in, dialled 611, and was happy to find my original phone number was already active.  No long waits as Rogers' site warned might happen.

So, I would suggest you don't need to look for texts from Shaw on your original number.  Look for an email from Shaw confirming cancellation. When you've received it, dial 611 (with your Rogers SIM installed) and you'll be told what number is active on your phone. 

That's a workaround that worked for me, but Rogers needs to sort out with Shaw how the transfer works.

Anyway, good luck.  Dialling 611 with your Rogers SIM in, seems like a good way to get to a live agent:-)

[Hmm]

Rogers has provided incorrect information. Nobody seems to have received an authorization SMS when migrating from Shaw to Rogers. This is a disaster waiting to happen.

Reaching an agent and a competent one is the challenge. Normally the porting should be seamless but as you have experienced and others too, there will be hiccups. Also ensure your WiFi calling is active on your Rogers account.

[ceu]

I began my migration last night at a Rogers  Office in Edmonton.  At the end they say it would take 15 minutes for my old cell number to be transitioned.  Two hours later is was still not.  At 6 am MT today it still had not transitioned.  I called Rogers and they went through the process again and said it would be two hours for the transition to be complete.  After three hours I am still waiting.  A note to the wise:   Be sure to pick a transition time when you will not need your phone for an extended period of time.

[Hmm]

@Playaprez 

You're surprised because you have no idea how good the migrating plans are. It's actually unheard of. For starters, the $0 plan gives migrated Shaw customers 1GB a month of data (I know it's not much) plus unlimited calling to and from Canada/USA including data all for $0.00 a month. If you go over the 1GB it's $10 extra. 

Another plan gives migrated Shaw customers 6GB of data and capped speeds after 6GB for either $10 or $15 a month. The US free roaming is a huge bonus. All this is guaranteed until April 3, 2028. 

[Hmm]

I'm not certain what you mean when you write the migration is pending. If you mean credit check et al then yes.

Once you initiate the port out process. Shaw immediately disconnects your service. You may have access to your account though. 

 Shaw terminates your phone number almost instantly (in my experience) . They emailed me immediately.  In my situation though, I didn't have access to either service for 4 hours as the port was pending. 

[bunnnyrabit]

Wow. Talking to Rogers is like being at the mad hatters tea party. When emails arrived from Rogers telling us all Shaw customers must migrate, we acted; on the second one. How are we to know that "A hard credit check is required only for those customers who migrate (early) voluntarily. Once the voluntary migration window expires, accounts will be migrated automatically withOUT a credit check"

This sort of information should have been in a preparatory email, explaining how the migration would work. Instead we were told to call a number.  Every Rogers person I have since spoken to said something different.

On language, they keep using the word migration and yet a Rogers' manager said: "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 for you but if you don't like the terms don't come to Rogers."  Her view does not sound like migration. It sounds as if they are treating us as new customers who have been given special incentives.

I'd like to know how the federal government would view this. "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." 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") and Innovation, Science and Economic Development Canada.  Bold text is my emphasis

[calgaryfine]

I migrated 3 lines from Shaw to Rogers.  2 free and 1 is $5 a month.  This is because I subscribed to Shaw Fibre+ Gig internet.  Shaw promised it will be the same at Rogers.  And no setup service fee.

When I received my first Rogers' bill for the 3 lines, it was $322.23.  What a shocker!  Called Rogers helpline, the problem not resolved.  Need to call back again.

[RogersYasmine]

Greetings @calgaryfine !

A warm welcome to our community and thanks for joining in on the conversation. 🙂

I'm sorry to hear that your experience hasn't been the greatest with your recent mobile migration from Shaw to Rogers. That is definitely not how we want things to go. 

Since posting, have you been able to get in touch with anyone from our teams to iron out your billing concerns? If the issue has not yet been addressed and further help is required, kindly send us a PM @CommunityHelps, so we can have another look for you. 

Thanks so much,

RogersYasmine

[Hmm]

Did Rogers silently remove their webpage which shows the NEW Shaw/Rogers migrated plans? I'm not able to find it (anymore) when searching within Rogers. Other websites like MobileSyrup and iPhone in Canada only have screenshots now.

@RogersYasmine 

[Hmm]

Oh, I found it. I did save it as a favourite after all, but it's still unavailable when searching Rogers website.

The link is here: https://www.rogers.com/plans/shaw-mobile-customers

[Hmm]

@bunnnyrabit 

I don't want to be the bearer of bad news, but the Feds don't care. They have setup an optical illusion called the https://ised-isde.canada.ca/site/competition-bureau-canada/en/mergers-and-acquisitions

Instead of the Ministry responsible for approving the merger by the Innovation, Science and Economic Development Canada (ISEDC) handling any issues, it's being handled by the Competition Bureau. Which is about as effective as the CRTC who don't have the consumer's interest in mind. 

All I can suggest is everyone "petiton" the Minister:  François-Philippe Champagne [francois-philippe.champagne@parl.gc.ca] while he's sipping his glass of bubbly wine with his partners and stakeholders from the CRTC. 

I've encountered many issues with the Roger's website, and Rogers Office of the President will be providing me feedback to upper management on the lack of professionalism from Rogers in so many areas.