The Issues With Rogers Continue To Drag On…. And The Silence From The Telco Is Deafening
I’ve been covering the various issues that Rogers has had over the last week or more, along with providing a tip on how to get your Rogers email via a browser until Rogers resolves their issues. But one thing that really has shocked me is the lack of communication from Rogers about this. Customers are having to call in and wait over two hours to get someone to tell them that Rogers email service is down, or they need to factory reset their Rogers modem to get back on line, or whatever. I really don’t understand (though I have my suspicions which I will get to in a moment) why Rogers isn’t trying to communicate more to their customers as their silence is only going to create a situation where their customers not only don’t trust the telco, but are more likely to leave for the competition.
First to how the customers feel. Rogers when they had their massive outage last July promised to be “committed to Canadians”. But as it stands, it seems to be more of a marketing slogan rather than something that Rogers is actually serious about based on these Tweets:
And that last Tweet is what I would like to focus on. The cynic in me believes that Rogers isn’t communicating because they’re scared that this will scuttle their attempt to merge with Shaw as these latest problems would cast that merger in a bad light. I have no proof that this is the case. But I will say that Rogers in my experience has had decent customer service in the past. And from what I have seen in the last week or so, this has been a complete 180 from that. Which makes you wonder if trying to get the merger with Shaw over the finish line is the reason for their silence on this.
Whatever the reason is for Rogers simply deciding not to communicate about this outage with their customers, I can say this. Competitors such as Bell and Telus better be ready for an influx of Rogers customers. Because I think at this point it’s safe to say that Rogers silence to date is going to drive customers to them out of frustration. Because any good will that Rogers had left with their customer base after the July 2022 outage is now gone, and Rogers customers have had enough.
March 10, 2023 at 1:59 pm
It’s an interesting possibility, although I’ve had bad customer service experiences with Rogers several times in the past as well. I’ve had an odd email issue where suddenly I am asked to reauthenticate my account on all devices and the current password doesn’t give access. When I can finally get in, it is through doing forgot my password, and then re-entering my current password as my new one. This has happened 3 times in the last two weeks. Very frustrating and inexplicable.
March 10, 2023 at 2:01 pm
What you are describing is one of the issues that Rogers has been dealing with over the last couple of weeks. There is no ETA for a fix that I am aware of.