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My caller ID is gone and have not received my new promo plan confirmation email

MarianS1
I've Been Here Awhile

I just changed my plan to the new 60$ 10GB at Rogers Store and now my caller ID is not working. I also did not get my email confirmation for my new plan. My account is still showing my old plan. I cannot even confirm that the store updated my account and I don’t understand what happen to my caller ID. I have been trying to call for the past 3 hours and no luck :(.

Please help.

 

 

***Edited Labels***

10 REPLIES 10

Re: My caller ID is gone and have not received my new promo plan confirmation email

Meowmix
I'm a Trusted Advisor
Hello @MarianS1

Most likely the Caller ID was removed when they changed the plan over. It may take 24HRS for the plan to be updated due to the system issues they are having.

There is not much that can be done on here sadly.

Re: My caller ID is gone and have not received my new promo plan confirmation email

MarianS1
I've Been Here Awhile
Ok. Thanks. Is it normal for the caller ID to be removed? the new promo plan plan includes caller ID.

Re: My caller ID is gone and have not received my new promo plan confirmation email

Meowmix
I'm a Trusted Advisor
Hello @MarianS1

I would call into Rogers tomorrow early (7-8AM EST) and see what is going on.

Re: My caller ID is gone and have not received my new promo plan confirmation email

MarianS1
I've Been Here Awhile
Ok. I will call early morning as I am not having any luck tonight.

Re: My caller ID is gone and have not received my new promo plan confirmation email

Meowmix
I'm a Trusted Advisor
Hello @MarianS1

Let us know! hope all gets resolved!.

Re: My caller ID is gone and have not received my new promo plan confirmation email

runnergirl88
I've Been Here Awhile

Do you have an update? I've been waiting for over 24 hours and still no change to my plan under My Rogers. I'm beginning to worry that the change didn't go through...

Re: My caller ID is gone and have not received my new promo plan confirmation email

Meowmix
I'm a Trusted Advisor
Hello @runnergirl88

Please read the post I replied back to u on the other thread on this situation.

Re: My caller ID is gone and have not received my new promo plan confirmation email

MarianS1
I've Been Here Awhile
@runnergirl88 I called the customer care line to have It resolved. The issue with me was when I went to the Rogers store they did it wrong and it messed up my phone. I called 1-855-732-7149 and they resolved everything for me. They were able to override everything they did at the store.

I suggest that you call them and be patient as they are really busy. I had to call back a couple of times but when I get a hold of them they were fantastic. I am going to call the store and let them know what they did wrong so it does not happen to anyone else.

Best Of Luck!

Re: My caller ID is gone and have not received my new promo plan confirmation email

Tina9
I've Been Around

Is it normal to not see my plan at all when I update my plan with a representative? It’s been over 10 hours now with nothing showing. Would they send me an email if any changes were made to my account ? Is this automatic or only when the agent sends it. For example if you cancel your plan - would an email automatically be sent ?

Re: My caller ID is gone and have not received my new promo plan confirmation email

Greetings @Tina9!

 

Welcome to the Rogers Community Forums and thanks for posting your concerns here! Hopefully, all is good and well at your end. 😊

 

With reference to any price plan changes that are made on your account, you should definitely receive a transactional email confirmation within 24 hours of the change being completed. Just to clarify, was the plan change processed immediately, or was it requested for a future date?

 

We hope to hear back from you soon!

 

RogersLaura