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Rogers Fails To Deliver On Their Promise To Bring Customers Back On Line

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Yesterday I posted a story where Rogers had reached out to me and said this:

Some of our Home Phone, TV and Internet customers who have recently activated or had a new product installed may be experiencing a delay in connecting their services to the network. We are now processing transactions and are working to restore all services by later this evening. We sincerely apologize for the inconvenience.

But what became clear as the day went on and transitioned into night was that Rogers wasn’t going to deliver on this promise as there was no evidence that customers were coming back online. As I type this the client that I mentioned in this story still has no Internet. And neither do other Rogers customers as evidenced by this:

https://twitter.com/Cristina_Avila_/status/922414646379679745

I’ve also got emails from Rogers customers asking me if they should dump Rogers at this point and switch to another telco. Well, my advice goes something like this. While there are smaller telcos out there, if you want a telco of the size and scope of Rogers, it means that you’re dealing with Bell Canada. There’s also Telus if you’re in Western Canada as well. You can always reach out to them to see what deals they have and what it would take to switch you over. I’m pretty sure that they’d be more than willing to help you out.

In the meantime, the failure to come through on their promise to get customers back online by yesterday evening really creates a credibility issue for Rogers. Any sort of latitude that customers might have given the company is gone now. I fully expect things to really go south for them today even if customers come online in short order. After all, I first posted a story on this last week, and we’re still here talking about it. That’s not good for Rogers. But it’s even worse for the customers that are affected by this.

I continue to monitor the situation and I will provide updates as they occur.

UPDATE: Things are going from bad to worse for Rogers as angry customers are now reaching out to the news media to shine a light on this situation:

Sooner or later, a news outlet will pick up this story and then Rogers will have a bigger PR disaster on their hands. That will make things far more interesting than they already are. On top of that, at least one person has decided to reach out to the CRTC about this as well:

Chances are others are doing the same. This isn’t good if you’re Rogers as it shines a big spotlight on this issue that I am sure that they don’t want at this point.

UPDATE #2: Rogers just put out a series of Tweets:

The problem with these series of Tweets is that nobody who is experiencing issues is getting their service back. Thus there’s no evidence that this is actually happening which would go a long way in terms of calming the waters. Thus I would ask if you are suffering from this issue and you get service back, please let me know on Twitter or via e-mail so that I can update this story accordingly.

UPDATE #3: The above Tweets are not resonating with Rogers customers who have been offline for days:

The only thing that is going to reduce the noise is if people come online quickly as this is clearly spiraling into a place where there is no scenario where Rogers comes out on top of this situation.

UPDATE #4: Canadian tech blogs MobileSyrup and iPhoneInCanada have picked up the story. In both stories, they indicate that some customers are getting back online. Thus again I would ask if you are suffering from this issue and you get service back, please let me know on Twitter or via e-mail so that I can update this story accordingly.

UPDATE #5: Evidence exists that customers are coming back online SLOWLY. Details here.

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