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

Re: [Ultra/Lite] Rogers Bullies when cancelling

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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

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Unlike DSL, you can run multiple modems off a single drop. And generally a tech does NOT need to come out. I successfully had TekSavvy installed and after a couple weeks cancelled Rogers ... but had both available for a bit over a month.

I certainly did not have a tech visit ... there was no need. I asked TekSavvy to put a note on the install request "Tech visit not required" ... and Rogers did not appear!

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Unlike DSL, you can run multiple modems off a single drop. And generally a tech does NOT need to come out. I successfully had TekSavvy installed and after a couple weeks cancelled Rogers ... but had both available for a bit over a month.

I certainly did not have a tech visit ... there was no need. I asked TekSavvy to put a note on the install request "Tech visit not required" ... and Rogers did not appear!

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All Rogers need to do to enable a modem is include its MAC and Customer Serial Number in its authorized modem list which is in turn passed to its DHCP servers.

No home visit needed if the signals are adequate strength.

So, what I did was this because at the time of the change it was pretty essential it be without loss of internet.

1) Place a new connection order with TekSavvy and ordered a modem.

2) Contacted TekSavvy when the modem arrived and set the install date and verified the MAC and S/N of the modem which they passed to Rogers for them to do their 10 minutes worth of work.

3) The day of the install, I connected my modem to another computer and tried to connect. I was in Rogers "Walled Garden" ... in other words the modem was recognized but not authorized yet so, a system that used it was given a 10.*.*.* IP. Later in the day, the modem was authorized and I had a TekSavvy IP on that system. The rest of my network was still operational on the Rogers modem.

4) I swapped the Rogers network modem and TekSavvy network modem, so the house ran on TekSavvy and one computer ran on Rogers.

5) About a week later I put in the cancel order on Rogers, and 30 days later they disabled the modem.

And that's how it worked. When I put in the TekSavvy order I asked that the comment be added "No Tech Visit Required" and that was fine.

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the modem was authorized and I had a TekSavvy IP

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The time it takes Rogers to do a TPIA client's modem is ludicrous.

They authenticate their own customers on the phone when their tech installs it ... about 10 minutes.

When I first upgraded to a D2 modem, I went about 15 mins away ... traded in my D1 modem, bought the D2 modem and the guy in the store called the network folks, gave them the MAC and S/N from the box, and handed it to me. I left and by the time I got home, the D2 modem was working.

For a TPIA, the TPIA sends in a request (by email) which Rogers said to the CRTC they will respond to within 48 hours. Well, they take the 48 hours and acknowledge the order. Then they spend up to 48 hours to verify that this isn't a stolen modem or one they decide they won't authorize. If it falls into the can't authorize camp, the send it back to the TPIA, where the TPIA double checks the MAC and S/N and sends it back to Rogers, and the silly 48 hour nonsense starts all over again!

Nobody dreamt that "up to 48 hours to respone" meant "will take 48 hours to respond" except Rogers!

So, you the modem authorized and they send back, in the case of a new install, 2 date and time windows ... at least 48 hours hence (after all they may not get to the email with the reply within the 48 hours) and hooray.

So, if all goes well, the tech goes out, verifies the line and calls head office and says "go".

If all doesn't go well, the tech doesn't show and says you weren't home and it takes you guessed it ... 48 hours to send it back to the TPIA that you were a no show. So you now have to request 2 new dates. 48 hours, Rogers offers new dates at least 48 hours hence and you accept, and hopefully the guy shows up this time.

You can see how this 48 hour and email nonsense really can cause the system to break down to essentially do a 10 minute thing with little need for a tech visit. They can remotely detect after your modem is connected whether you need a tech visit or not ... so better to schedule AFTER if needed than before! But no, they put you through hoops.

This is why I allowed for 5 weeks overlap!

I don't for one moment regret doing it that way even though mine went as smooth as silk.

Holy crap. If I hadn't had the history I do with Rogers, I would assume that is made up.. but it doesn't surprise me in the least. They maximize any guideline the CRTC sets for them. Clearly, there's some hand-holding going on between Rogers and the CRTC... these 'guidelines' aren't setup with consumers' best interests in mind.

It has now been 32 days since cancelling my services with Rogers. Despite the fact they acknowledged the cancellation and switch to Teksavvy, Rogers still has not activated my TS modem.

And my Rogers services have not been cancelled!!!! The 4th is the start of a new billing cycle.

At this point, I'm beginning to feel like I'm being extorted. I've never heard of a company not cancelling a service after the customer requested them to do so!

If anyone is reading this and is considering Rogers services, don't sign up!!! They are like a bad rash you can't get rid of.

And still, Rogers has not activated my Teksavvy modem, despite already having their equipment returned to them.

Can't wait to hear their excuse on Monday. Thankfully, I have unlimited data with Wind Mobile, so I'm using my Blackberry to surf the web.