O Canada! → Canadian → Rogers > [Ultra/Lite] Rogers Bullies when cancelling

[Ultra/Lite] Rogers Bullies when cancelling

I called Rogers in mid-August, my 3-year contract was ending, to see if they could match Teksavvy's rates. (It's easier not to switch, plus I was happy with the speed & reliability) They said no, and offered me $49 (MORE than I am paying with Rogers right now) and DOUBLE Teksavvy's offering for the same features.

So, I called Teksavvy immediately after and set up my new package, ordered a modem. Got a cancellation email from Rogers instantaneously.

Nearly 2-3 weeks later, Rogers is still bullying Teksavvy with excuses.
First: They ignore the setup request
Second: You need to send a tech out (no, I don't need a tech. I'm going from cable to cable. Teksavvy is a Rogers reseller!)
Third: "We can't start the Teksavvy acct until the customer cancels our services, first." -- That's right, Rogers squashed that cancellation request, nullifying my cancellation email - but they never told Teksavvy they squashed it.
Fourth: Oh, you need to cancel 30 days in advance.

Emphasis on the 30 day cancellation notice... Until today, I had Cable TV, Internet and Mobile phone with Rogers.

After I got off the phone with Rogers, my cell phone went dead!
Not that I care, because I already got phones with both Wind AND Virgin... with TWO phones the monthly rate is cheaper than ONE phone with Rogers.

So, thank you to whoever canceled my phone. Clearly, Rogers thought I only had one phone ...and assumed cutting me off would prevent me from continuing to setup with Teksavvy.

I'm not leaving Rogers because of their service. I'm leaving because of the price. I simply can't afford it anymore. I don't have the same monthly income I did, when I signed up with the Rogers contract 3 years ago.

I had considered going back to Rogers in the future (if they offered cheaper rates), but after this debacle I wouldn't go back to them if they offered unlimited internet for $5 a month.

You think that Rogers cut off your cell phone right after you talked to them, to try stop you from switching your internet to Teksavvy? That seems unlikely.

I was looking in to switching from Rogers to Start.ca and here's how it would go, according to the people at Start that I talked to, I assume it'd be the same for Teksavvy: For the 30 day cancellation, you have to pay Rogers for those last 30 days but you don't have to actually use Rogers service. So if you tell Rogers that you want to cancel your internet, then after 15 days you get Start set up, you will still have to pay Rogers for the remaining 15 days while you're using Start. So for 15 days you'd be paying both Rogers and Start. But you don't have to wait 30 days before having Start set up. In fact, it's better to have Start set up while you have an active Rogers connection because then they don't have to send out a tech. I've also heard that if you return your Rogers equipment to the store before the 30 days are up they'll stop charging you as of whenever you bring it in, but I don't know if this is true (also always get a receipt that you returned the equipment). At least, this is how it's all supposed to work.

What has Teksavvy had to say about the problems you've been having?

I never called to cancel my cellphone by itself, I had intent to cancel everything at once! By no coincidence does the phone stop working today... Rogers support told me I put a cancel request in August 3rd. No I didn't, I never talked to them on the 3rd! But no way in hell am I going to argue with them. I consider it dumb luck they decided to kill that service!

It's a bunch of baloney that 30 days notice is required. Why? So Rogers can abuse us one last time? If I want to leave a provider I should just be able to leave.
Start.ca was one of my considerations, too. It's a shame we can't avoid Rogers' BS anywhere we go! All of the providers in my area are either Bell or Rogers resellers.

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What has Teksavvy had to say about the problems you've been having?

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Rogers, Bell, Teksavvy ... they all require 30 days' notice of cancellation of service. Had you read your Rogers TOS (»your.rogers.com/about/legaldiscl···_Eng.pdf) you would have known that. ("Gee, Rogers really screwed me over by holding me to the terms I agreed to.")

TSI's usual practice is to recommend you start by cancelling your Rogers service and then contact them with the disconnect date.

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Rogers, Bell, Teksavvy ... they all require 30 days' notice of cancellation of service. Had you read your Rogers TOS (»your.rogers.com/about/legaldiscl···_Eng.pdf) you would have known that. ("Gee, Rogers really screwed me over by holding me to the terms I agreed to.")

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TSI's usual practice is to recommend you start by cancelling your Rogers service and then contact them with the disconnect date.

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[...] Teksavvy is a Rogers reseller!
Teksavvy is not a Rogers reseller. For rCable customers they are a TPIA using last mile infrastructure.

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Why don't we try and do something about it? We all know calling CRTC is like talking to a brick wall but.. there are other initiatives starting to pop up all over the place..
I'd start with signing the petition at Open Media site and go from there.

Cheers

lengthy legalese? Its right on their website, in perfect, easy to read English. How anyone could hide "You must provide 30 days notice to cancel services" in legalize would be amazing to see.

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Second link (accurately) refers to them as a wholesale operator, which is not the same thing as a reseller.

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lengthy legalese? Its right on their website, in perfect, easy to read English. How anyone could hide "You must provide 30 days notice to cancel services" in legalize would be amazing to see.

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Dupe

This is from the Terms & Conditions PDF. The entire document is in perfect, easy to understand English. Very little legalize. Sorry, but I am sick of hearing people whine about stuff like this, because they are too lazy to read. You spend your hard earned money, you would think you would ensure you know your rights and responsibilities. Ignorance and laziness is not acceptable. Even Rogers states they must give notice to you!

Terms:

Unless otherwise permitted by applicable law:
you may terminate any or all of your Services upon no less than 30 days" advance notice by contacting Rogers at the appropriate points of contact specified in these Terms; and
Rogers may terminate any or all of your Services or accounts upon no less than 30 days" advance notice to you at your billing address.
05/13
Applicable charges continue to apply until the end of the notice period or until the Services are no longer accessible by you, whichever is later. The transfer of your telephone number to another telecommunications service provider constitutes a termination of the applicable Service(s), and a Cancellation Fee may apply as set out in Section 9.

Re: [Ultra/Lite] Rogers Bullies when cancelling

Vmedia is a good example of a reseller, they resell CIKtel's internet service,along with their IPTV solution.

To the posters disputing the fact I called them a 'reseller' - Teksavvy openly admits they have to wait for Rogers before they can proceed. If Teksavvy were truly on their own, they'd be able to set you up the same day you get your modem. Instead, they send work orders to Rogers/Bell or whatever company primarily serves that area.
To your average consumer, this is a reseller. I don't work for/in the telecom industry so what percentage of infrastructure Teksavvy owns is irrelevant to me.
Since this seems to be a sticking point to you guys, rather than Rogers' policies (which is what my complaint is actually about, in the first place!)

I can't help but feel like I'm being attacked by Rogers' staff, trying to shift attention away from the true issue I've posted about.

You guys are missing the fact that Rogers has a 30 day cancellation policy, but they canceled my mobile phone THE SAME DAY I requested cancellation for *all* of my services - the phone went dead shortly after I got off the call with them.
They claim I requested a cancellation August 3rd, and in fact, I did not. I didn't speak to them until the 12th!

Since putting in my 30 days cancel notice with Rogers, I can no longer check my bandwidth usage. Keep in mind, I am still a Rogers customer and I am still paying full price for all of my services.

This was Rogers' excuse for the reason I can't access online billing anymore:

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Thank you for providing your information, your account has been
authenticated. I have reviewed your concern further, and can appreciate
it would be frustrating not being able to see your usage, or bills
online. Once an account has been set up for cancellation online access
becomes limited. You are able to contact us via Live Chat to inquire on
your internet usage as we can still access that information to provide
to you. Our Customer Care Live Chat is available Monday - Friday from
7AM - Midnight EST, and Saturday - Sunday from 8 AM - Midnight. You can
reach them by going to www.rogershelp.com/chat

I have verified that the cell phone is in fact cancelled. Final
invoices are sent out automatically to the address on file understanding
that access is limited to the online portal. I would be more than happy
to update your contact number for you if you would like, you Customer
Care can also complete that for you if you wanted it updated real time.

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And they are not done yet. I cancelled with them officially on the 25th of this month but Start.ca modem went operational on the 9th! Since then I have received 5 calls from retention people asking what they can do to keep me! First time "We can drop your internet cost and to a special price of x dollars" but turns out rice is only for 6 months! Next call reduced price no time limit, but still capped but no guarantee of price stability. etc... etc....

I keep telling them, there is nothing you can do and please do call me again. Of course they say I will remove you from our list, and then a day or two later, they call again.

Actually I'm here right now because they just called AGAIN!!!

I envy you, I wish they would have called me, maybe I would have gotten a better deal. I cancelled and called tekksavy and decided not to switch once I found that my house could only get 28MBPS.

Nobody called me from rogers and I finally called them two days befor the disconnect was to occur.

So I would have loved to be in your shoes and received a few of those calls.

Man, when I checked 28 was the max and when I checked now you are correct.

Oh well, I have 8 months to go on my contract and I have to re-address it then.

Until then I am going to call rogers again tonight and tell them they are going to lose me if I cannot get at least close to the speed advertised. I mean, I would be happy even in the neighborhood of the 45 advertised. I'll settle for 35 but my 18-28 just does nut cut it.

It happened about a week ago when the final area was migrated to ATPIA. I've only been able to get >28 service since last month. I'm on 150/10 now.
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Tom

Good luck with switching to Teksavvy. I have been waiting for two weeks for Rogers to provide dates and times to move my modem to my new condo. In the process I have had to move so I am without internet. Thus far TS hasn't received anything from Rogers. I suspect Rogers isn't happy with Teksavvy or the re-sellers in general that they aren't moving at a respectable pace.

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Good luck with switching to Teksavvy. I have been waiting for two weeks for Rogers to provide dates and times to move my modem to my new condo. In the process I have had to move so I am without internet. Thus far TS hasn't received anything from Rogers. I suspect Rogers isn't happy with Teksavvy or the re-sellers in general that they aren't moving at a respectable pace.

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don't cancel rogers until you get tsi activated and working, when that happens cancel rogers and return modem to a rogers store, when returning modem that date will be your actual cancelation date even though its less than the 30 days that rogers requires