Rogers Cable Customer Service Issues

We have suddenly lost all our Rogers services, including high-speed internet, phone, MyRogers account, and email, causing major inconvenience. Despite contacting Rogers support multiple times, we were simply apologized to and told services would be restored within two hours. It has now been 12 hours, and our connectivity remains down. The high-speed modem is powered, but the wireless light is off. The phone box shows power, with two lights flashing. As seniors, we rely on these services and urgently need them back online. Our case reference for this ongoing issue is #C[redacted]14. Please direct any communication to [redacted] as our [redacted] email is currently inactive. Thank you, Peter and Dianne Sandy Orillia

Dear Retention Department, I have been out of the country since February [redacted] and placed both of my units on the $7 six-month service plan. However, after the initial six months, the units were charged regular bills instead of the $7 service as directed. Another 3rd party kept paying the bills on my behalf. Recently, I activated a new number, and the bill is now $[redacted], which seems to indicate it is not on the old unlimited minutes plan. I would like to settle this bill and request some form of credit for both units since the $7 plan was not properly applied. The unit with number [redacted] should have only been $7/month in [redacted]. An elderly lady has been unknowingly paying the incorrect amount all this time. Due to being abroad, it has been challenging to reach Rogers to resolve this issue without incurring additional phone charges. I have paid Rogers hundreds of dollars when the units should have been on the $7/month plan. I would appreciate some assistance from the retention department in rectifying this situation and offering a credit as a long-time customer. Thank you.

I have been outside of the country since February [redacted] and placed both units on a $7 six-month service plan. After the initial 6 months, the units were supposed to be on a $7 plan, but a third party mistakenly kept paying the full bill amount. Recently, I activated unit 514xx, and the bill is now $[redacted] due to it not being on the old unlimited minutes plan. I am requesting help to arrange payment for this bill and also to receive a credit for both units since they were not on the correct $7 plan. Unit 647xx should have been on the $7/month plan since [redacted], but someone has been unknowingly paying the wrong amount. It has been challenging to contact Rogers due to long wait times and expensive international calls. As a loyal customer, I am seeking assistance from the retention department to rectify this situation and provide a credit for the overcharged amounts. Your help in resolving this issue would be greatly appreciated.

We appreciate your understanding. We anticipate compensation for the inconvenience caused. Our grandson, visiting from Auburn University, was looking forward to the Auburn football game but was disappointed due to the service interruption as he hadn't been to Canada in months. Our son inquired about the reliability of the internet, TV, and phone services, noting they seem to go out at the most inconvenient times like during key events such as the Raptors finals. We sympathize with local businesses like the Pizza place in our area that were affected, unable to accept non-cash payments. A late Facebook update was the only form of communication at that time. We hope they are adequately compensated by the corporation for the disruption. Thank you for addressing this issue. Sincerely, Dave and Fiona C.

Recently, I've been facing some concerning issues with my TV. Occasionally, the screen turns grey with no picture, or I notice lines and distortions across it. Despite rebooting a few times yesterday which temporarily resolved the problem, it has resurfaced today. Moreover, I've been experiencing difficulties with the closed caption feature specifically on the Turner Classic Movie channel for the past month, while it functions properly on other channels. However, the most pressing concern remains the recurring screen distortions and grey-outs.

I would like to request the cancellation of my home phone, tv, and internet services. I previously attempted to cancel these services but it was not processed for some reason. I am currently out of the country, and I was informed that only I can request the cancellation. Please cancel my services to avoid being charged for a month with no use. I have switched to Bell as of today and transferred my phone number. I will not be returning to the country until late on November 2nd. Thank you. Details on file: Sajid Ali DOB: December 26, [redacted] [redacted] Peter Rupert Ave Maple, Ontario L6A 4N8 [redacted]

Yesterday while watching TV, the screen suddenly went blank. I tried resetting the cable box, turning it off and on, and even unplugging and replugging it, but nothing worked. The guide displayed on the screen, but there was no sound or picture coming from the unit. Additionally, the internet at home also went out at the same time as the cable, and despite being off all day, it has not come back on yet. A technician visited yesterday but left without explaining the issue or confirming if they would return. My partner is currently at home, bewildered by the outage and wondering if we will receive any compensation for the lost time and programs we paid for. The address affected is [redacted] - 90 John Garland Blvd, Etobicoke, where both cable and internet services are not working. Thank you, and I hope for a prompt resolution to this matter.

I spent a total of two hours on GetHuman today, along with two 45-minute sessions yesterday, all without success. I diligently followed the instructions on the digital box, such as disconnecting and rebooting, but the issue with some channels having horizontal stripes and scrambled pictures persists. At 78 years old, I would greatly appreciate a technician coming to my house to address this matter, as troubleshooting over the phone is not within my expertise. Over our eleven years with Rogers, this would be the first time a TV technician is needed. I hope to see improved support from Rogers moving forward. Thank you. Aidan M. at 90 Pine Crest Road, Toronto.

Hello, I've been a satisfied Rogers customer until yesterday. I wanted to buy a flip phone and set up an account for my 91-year-old mother, transferring her old number from Eastlink. After speaking with a helpful Rogers representative, I followed the instructions given: placed a note with Eastlink not to close the account until Rogers handles the transfer, then visited a local Rogers store to initiate the new account. Unfortunately, the store employee was unable to assist. She seemed unfamiliar with Eastlink and declined to open an account for my mother, who had difficulties traveling to the store due to the requirements of presenting a health number instead of a passport or driver's license. Consequently, I am facing challenges closing the Eastlink account without losing the number and could not set up an account for my mother. Additionally, my own phone upgrade was unsuccessful due to an issue with the postal code provided, despite the employee confirming it was correct. This has been quite a frustrating ordeal as I prioritize helping my mom.

My Rogers NextBox is currently displaying two channels at the same time in dual screen mode, which I did not intentionally activate. I have attempted to disable this feature by pressing various buttons including the green "D" button located on the top right of the remote control. This action only brought up the main screen with a large Weather Network display showing the weather information. I am uncertain about how to return my TV to its regular viewing mode and would appreciate some guidance. Thank you!

I'm having trouble printing emails. I adjusted the size to 80%, but a technician changed it back to [redacted]%. Now, when I try to access my emails, I see a picture with a desk and a desktop computer but can't open them. The technician confirmed seeing my emails but was unable to resolve the issue. They advised using live chat, which was also unsuccessful after following their instructions. I'm unable to access my emails now, so please refrain from emailing me until this is fixed.

I am experiencing issues with a late payment for account number [redacted]04 due to my expired card. Despite my attempts to update it online and by phone, I encountered unresponsive systems. Visiting the Rogers store before October 31st, I had the information changed, evidenced by using a Rogers credit card subsequently. I am looking to resolve the late payment promptly and confirm if my cell phone account number [redacted]34 is also affected. Additionally, I seek to cancel my landline phone and cable services while maintaining unlimited internet and my cell phone. Thank you.

I have a concern regarding my Rogers bill. My statement reflects a balance of $[redacted].41. After switching my cable to Rogers Ignite, I was informed by a customer service representative that my monthly charge would be $[redacted]. Due to COVID-19, the installation was delayed, but it was eventually completed over the phone a month ago. Despite multiple assurances from different agents, my bill continues to be higher than promised at $[redacted]. I made a payment of $[redacted] today, leaving an outstanding balance of $[redacted].41. I am tired of contacting customer service monthly to resolve this issue. If my bill is not corrected to $[redacted] next month, I will have to cancel my service. I request prompt communication confirming the adjustment of the excess balance and ensuring my future bills are at the agreed-upon rate. Thank you in advance for your attention.

Rogers cable technicians have visited my home four times in the last two weeks to address TV issues, including daily phone calls. The first technician checked outside and everything was fine. The second technician provided a new cable box. The third technician identified a cord issue, cut it, and left it messy on the floor due to not being allowed to drill and hide it. The fourth technician checked inside, confirmed all was good, but mentioned a weak main signal that should be resolved in 12 hours. He returned to replace the cord, but the new one didn't fit. Despite the efforts to fix the problem, my TV blacked out three times this morning. As seniors who have been Rogers customers for 30 years, we hope for a lasting solution without messy cord situations affecting our home's aesthetics. We're monitoring the TV today to observe any further issues.

Hello, I recently got connected to Rogers internet and obtained a modem from their store. Unfortunately, the modem was not working, requiring me to contact technical support. A technician visited my apartment today and managed to fix the issue after 10-15 minutes without informing me of any charges for the service. Surprisingly, my online Rogers account now shows a balance of nearly $68 due to a $49.99 installation fee. After contacting Rogers, I was assured that the installation fee would be credited back due to the technical problems I encountered. However, after waiting on the line for tech support for 40 minutes, I got disconnected without any resolution. I am hoping for a prompt response and the timely issuance of the credit as promised. Thank you for your attention to this matter.

I recently received an email stating that I had purchased services and a device through financing in British Columbia, even though I live in Brampton and have never had any dealings with Rogers. To make matters worse, the contract I received had someone else's signature on it. When I tried to access myrogers, it confirmed my email and date of birth, suggesting that my personal information was used without my consent. Despite the account being linked to my name and email, the address associated is in BC. I contacted the number provided, and the person on the line claimed to have never used my email and was unaware of the situation. This seems to be a technical error resulting in a breach of privacy for both of us. My name is Gurjeet Singh, and the assigned phone number is [redacted]. I urgently need this matter resolved, as I did not make this purchase and do not want to face any consequences.

I recently upgraded to Ignite TV and needed multiple TVs installed. The technician mistakenly connected the TVs to my secure business Wi-Fi, despite my concerns. After they left, I experienced connection issues and had to get my company's IT support to switch everything over to the proper Rogers connection, costing me $[redacted] and 3 hours of time. On top of the $[redacted] I paid for the installation, I believe I should be reimbursed for the incorrect setup. I switched to Ignite TV due to ongoing service problems with Rogers, and I feel Rogers should compensate me for that as well. While discussing this with Rogers, they only offered $50 in compensation for the Rogers boxes and were unwilling to refund the installation fee, even though it was not done correctly.

This is my third attempt to address my issue, and I have yet to receive a call back from Rogers. I signed up for Ignite TV after experiencing ongoing problems with my Rogers cable boxes. Despite requesting an installer for 9 televisions and paying $[redacted] for the service, the installer mistakenly connected it to my work internet. This caused issues with the connection, prompting me to bring in my company's IT support to rectify the situation at an additional cost. Despite these challenges, Rogers has refused to reimburse me for the installation or offer compensation for the service interruptions I have been experiencing. The main reason I switched to Ignite TV was to avoid these interruptions, but unfortunately, I have still been dealing with choppy internet and frequent outages. I am seeking reimbursement for the installation and a reduction in fees due to the recurring service issues I have encountered.

I recently traveled to Mexico on February 28. My email was working fine for the first two days. However, when I tried to log in on March 2nd, the system prompted me to change my password for security reasons. Despite several attempts, I was unable to change it. After contacting Rogers for assistance, they provided me with a temporary password and instructed me to create a new one. Unfortunately, my repeated attempts to set a new password were unsuccessful. Rogers suggested waiting a few hours for the system to reset, but even after multiple tries, I still couldn't log in. I've called several times seeking help, but promised call backs were not received. Today, after waiting for 1.5 hours and being transferred, I was abruptly disconnected. Upon calling back, the estimated wait time is now 3 hours. I rely on email for my business, and this issue is causing a significant disruption. My account number is [redacted], and my cell number is [redacted]. Any assistance would be greatly appreciated.

Our TV feed has been deteriorating recently, with picture freezes and sound loss making it impossible to enjoy any programs. We tried troubleshooting by resetting the feed, but it didn't help. In the past, a technician mentioned that the issue might be due to insufficient bandwidth. We need a service technician from Rogers to come and fix this problem. Thank you.