Thread by @MarshaDuggan, My experience with @Rogers internet and the worst customer service I've ever [...]

My experience with @Rogers internet and the worst customer service I've ever seen, a thread.

Like many people, I am working from home. This requires reliable internet. I have been having issues with my internet dropping many times each day, all summer.

I first contacted @RogersHelps (by phone) on August 14. They said it seemed to be a signal problem with my building and a technician would be sent out. August 15 I received a text saying someone checked and no problem was identified.

My internet continued to drop.

I called again August 25 and they suggested I try a new modem. My "new" (refurbished) modem arrived the next afternoon and despite being told I could just hook it up, I did have to call again to get it activated. Ok, got it up and running.

Even with the new modem the problem continued. I called again Sept. 1st and this time they said it was an issue specific to my apartment. We scheduled an appt for a technician to come September 3rd.

The appointment window came & went. No one called or showed up for the appt.

It's also worth noting that on Sept. 3, the day the appointment was scheduled, my internet dropped 13 times. On average it drops at least 4-6 times each day but sometimes it's more. Imagine trying to have meetings and calls online like this.

I called Sept. 3 to ask what happened. Apparently the appt was booked as "pending" but a technician was never assigned. A 2nd appt was booked for Sept. 8th (next available time I could do) & a follow-up call was set for Sept 9th. A credit was applied to my account for my trouble.

If you're still reading you won't be surprised to find out that no one called or showed up on Sept. 8th and no one called me back as scheduled on Sept. 9th. While the credit was appreciated, I still need reliable internet.

On Sept. 11th I went a different route: submitted an online form & asked for an email response. I checked the "email" option for preferred contact. Guess what happened? That day someone PHONED me. Left a message that they would call again.

Sept 14th someone did call again!

This time it was someone from the Customer Escalation Dept. They scheduled me a (now 3rd) appt for Sept. 16th and a follow-up call was set for Sept. 17th. Can you guess what happened?

No technician called or came on Sept. 16th.
Appointments 0 for 3 now.

Sept. 17th I did get my follow-up call! Apparently the order "didn't go through." That afternoon I received a voicemail telling me a (4th!!!) appt was set for Saturday, Sept. 19. No one confirmed if I was actually available, it was just set. No call back number to confirm.

Sept 19th (appointment #4) came and went. No one called me. I received a follow up call Sept 21 and was told the appt was cancelled because "no one was home." I asked how the technician reported that since NO ONE CALLED ME. I guess the technician had better things to do that day.

So on Sept. 21st I scheduled my 5th (FIFTH!) appointment & was ASSURED a technician would come today, Sept. 22, between 2 and 4pm.
I guess you're consistent Rogers, you are now 0 for 5.
No one called, no one came.

My internet dropped 9 times today BTW.

What kind of company schedules 5 appointments and calls/shows up for 0?? One that doesn't want your business. The best part is, the issue is most likely OUTSIDE and no one even needs to come into my unit. It doesn't matter though since no one is going to investigate the problem.

The moral of this story is: if you need reliable internet at home do not go with Rogers. I've been a customer for more than 5 years but it looks like it's time for a change.

End of thread.

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