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Advice needed Rogers disconnected my phone

Gabrielle wrote on May 7, 2008:

HI all,

Rogers disconnected my home phone service without my permission. Every day I have contacted them using the 1-800 number and email. Everytime they tell me it will be reconnected the next day. 7 days later it is still not connected. And now I am told I will have to get a new telephone number.

I am in desperate need of some advice. Does anyone know how to reach anyone at Rogers who can actually do something to help a customer? Every person I speak with gives me a reference number, but there is no way to call or email the same person back. The only way I can send a formal complaint is via Canada Post. What kind of service is that for a company that provides internet, phone wireless etc?

Some one in my basement requested cable (with a different name) and Rogers assumed I no longer needed my home phone (I guess they thought I was moving) and hence the reason for disconnection.

Bell wasn't so great and Rogers was cheaper for international calls.

Any advice greatly appreciated. I am so frustrated!!!!

Cynthia French wrote on May 7, 2008:

I have a friend that is a Rogers customer and had her internet service, and thus, email disconnected without asking for it. She had to get a new email address, which was a big inconvenience considering that she'd had the address for years, and it was done abruptly, so she couldn't warn anyone that it was happening.

Bell is certainly not much better (I'm sure others will have nightmare stories to tell), but I've never had them make such a huge mistake as that. Just a lot of trouble with internet connections and getting a decent tech person on the phone. I have a "bundle" with them, meaning 3 services. As a result, I have a service where I don't pay for any long distance within Canada/U.S. (only after 1000 minutes, which is never for me). The one time that I had a big issue to take up with them, I just kept insisting that I speak with a supervisor until I got someone that could actually help me. It worked, and they were apologetic, which was really what I was looking for. Perhaps you could try this method with Rogers.

I've thought about making an ISP change though, considering what I've gone through with Sympatico. I'd be interested in knowing if anyone has a different provider for internet... that they are happy with.

Kingvisser family wrote on May 7, 2008

When we first moved back to Toronto after a number of years away, Bell hooked up service at the most expensive rate without notifying us of costs and made us pay a bill of hundreds (I mean hundreds!) of dollars for a few weeks of service. I swore then I would never be a customer of Ma Bell again. They're all swindlers.

Jason wrote on May 8, 2008

Switch to Primus. They are affordable and we have never had a problem in the six years we have had it. Plus, and who can say this of bell or Rogers, they NEVER call us to try to up sell us a product (now that I have made that statement they will call today I'm sure). You can also use Escarpment Telecom for competitive long distance and they donate a percentage to saving/purchasing property along the Niagara escarpment. To find out more about ET you can e-mail Bob Barnett at rbarnett@escarpment.ca.

Dave Howard wrote on May 9, 2008

Hi neighbors - i've worked in the telecommunications industry for a while, and my experience has been, when the provider can't/won'/t proves incompetent to be able to resolve it's own issues, call the CRTC - here's a link

http://www.crtc.gc.ca/eng/INFO_SHT/T12.htm

Recording dates, times, methods (ie, phone, email, letter) and names of people you communicated with at your provider, and exactly what you were told for each of your transactions, proves very helpful in demonstrating the legitimacy of your case. It'll also highlight the inaccurate and often contradictory information you're being given. Then the CRTC will take over and do all the contacting of the provider on your behalf, and the provider will apologize.

Not always a perfect solution, but once the CRTC gets moving the provider jumps into action.hope this help

Anne Odell wrote on May 9, 2008

Hi Cynthia, my brother had a very similar problem with Bell, and he's a recently retired Bell employee!

I agree with Jason. Smaller providers give better service. They're not completely trouble-free (we use Primus and there are a couple of minor technical issues) but they really want your business, they provide service to keep your business and they are less likely to outsource their tech support offshore.

Also, while there are advantages to buying into bundled services, the downside is you're stuck with the contract small print if any of those services turns out to be a problem. Look around, try to get multiple providers for different services (landline, internet, cell phone, long distance). If any of them turn out to be outstanding, then consider getting a bundle from them.

Be aware that switching from a Big company to a small company is not trouble-free either. We've had issues with Bell over switching to Primus.


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