Archive for Rogers

Rogers Now Supports eSIM On iPhones

Posted in Commentary with tags on April 30, 2019 by itnerd

In the midst of looking for something related to an inquiry that one of my clients had, I tripped over this posting on the Rogers Community Forums which led me to this related post. In short, it now appears that Rogers has finally got support for eSIMs. But there is a catch. A forum member asked this question:

Rogers1

Here’s the answer that this person got:

Rogers 2

Judging from the reaction on the Rogers Community Forums, the reaction thus far is positive. Which is a good thing if you are Rogers. This seems to be iPhone only at the moment. Specifically the XS, XS Max, or the XR. Hopefully this expands to other eSIM capable devices soon. It also appears to only be available at Rogers flagship stores at present. Hopefully this broadens out. Regardless, this is good news for Rogers customers.

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Rogers Services Are Not Working For Some In Toronto Due To A Fibre Cut

Posted in Commentary with tags on April 25, 2019 by itnerd

If you’re in the north-east part of Toronto and your Rogers TV, Home Phone, and/or Internet aren’t working, it’s not you that’s the issue. Rogers unfortunately has become the victim of a cut fibre optic cable thanks to a construction crew who didn’t have their eye on the ball. That in turn has cut service to roughly 4000 customers. Rogers has been keeping customers updated on social media.

But as I type this, Rogers crews are still working to restore service:

Fixing this sort of issue is not an easy task as it requires specialized equipment, the right people, and a lot of time as it can take hours or even a day or more to restore service when a fibre cable is cut. So the advice that I have been giving people who have reached out to me about this is to be patient for service to come back on line. You truly have no other option as phoning Rogers and unloading on the first contact center rep from Rogers that you get isn’t going to restore your Internet, Home Phone, and TV any faster.

I’ll update this story with any developments that I become aware of.

Rogers Launches eSIM For Business Customers On iPhone…. And Fido’s Stance On eSIM Is As Clear As Mud

Posted in Commentary with tags on March 27, 2019 by itnerd

So if you’ve been following the mess that is Rogers support for eSIM on the iPhone XS/XS Max/XR, you’ll recall that Apple appeared to announce that Rogers was supporting eSIM for Apple’s newest phones. But then appeared to back away from that by removing references to Rogers from its various web pages. And in the process leading to a lot of Rogers customers being confused.

Well, Rogers is back on this Apple webpage which lists carriers that support eSIM:

esiim

And after some poking around, I found this on Rogers Community Forums which is announcing eSIM support for business customers only. Meaning consumers need not apply. And its only for iPhone XS/XS Max/XR. Which means if you nave some other eSIM device like some of the flagship Android phones, you need not apply. Plus this is only available on BYOD and no-term plans. If you want to be on a contract with Rogers, then your only option is a physical SIM card rather than activating the eSIM on the phone.

I’m going to go out on a limb and say that they won’t get a lot of interest from customers given the above. But I’m free to be proven wrong.

Now you’ll also notice that Rogers flanker brand Fido is listed as supporting eSIM. Except that if you ask Fido, they’ll say something like this:

So that’s weird seeing as Apple is saying that they do support eSIM. What’s up with that? Perhaps Rogers/Fido and Apple should collectively clarify this as it’s not exactly clear what the truth is.

 

A Reader Complains About The Lack Of Support For The Samsung Galaxy Watch From Rogers

Posted in Commentary with tags , on January 25, 2019 by itnerd

I got a comment related to this story that I posted about the Samsung Galaxy Watch. Which for those on Team Android is the chief competitor to the Apple Watch. I posted that story in relation to Rogers lack of eSIM support at the time. They now have that support. Sort of. But only for the Apple Watch. It’s not available for the Galaxy Watch because Rogers much to my surprise doesn’t seem to carry the Galaxy Watch. Here’s what the reader who tipped me off to this said:

I spent alot of the day today calling Roger’s and getting escalated to higher and higher up the Rogers management chain.

In the end I spent over half an hour talking to the Office of the President of Roger’s.

Supposedly the very top of Rogers.

I was told that Roger’s has made a business decision to not support the Samsung Galaxy Watch.

And worse that they have no plans to support it at any time in the future.

I was on hold for nearly 10 minutes while the Office of the President checked and confirmed with all groups that there is no support planned at all.

(While I was told that they may change their mind at any time, it seems highly unlikely as these things are normally scheduled months in advanced)

This is extreamly discouraging.

When I pointed out that this is making a large number of Roger’s customers very upset, I was told that I could complain to the ombudsman (who had no control over business decisions).

I also pointed out that the type of person who buys a 500+ smartwatch is likely to also be spending alot on other Roger’s services and that this business decision was likely to be a expensive mistake.

In the end I have decided to move all my business to a different carrier.

Not my preferred choice, but I am left with no choice.

Well, that’s someone who is never going to do business with Rogers again. And I confirmed via this page that the only carriers in Canada that have the Galaxy Watch are Telus and Bell.

At first I thought the person who pinged me on this was over reacting. But I reached out to a bunch of my friends and associates who are on Team Android to get their views on they. To my surprise their reaction to finding out that Rogers doesn’t carry the Galaxy Watch was one of shock. They all assumed that of course Rogers would carry all the latest and greatest devices. Thus the fact that Rogers didn’t carry the Galaxy Watch was mind blowing. Thus based on that, I think Rogers has really made a mistake here. One they might want to reconsider with the Galaxy 10 about to make an appearance as that will drive upgrades once it is available. Those upgrades will likely go to carriers that carry all of Samsung’s products. In other words, Telus and Bell and not Rogers. Pity.

 

Are Rogers And Fido Rolling Out eSIM Support? [UPDATED: Who Knows??]

Posted in Commentary with tags , on December 5, 2018 by itnerd

It seems that Rogers and their flanker brand Fido might be on the verge something that for a change will make their users happy. According to Apple’s website, they now support eSIM. Here’s some snapshots proving that:

Rogers esim

Fido

Weirdly, this other document doesn’t show that either carrier has eSIM support. I’m guessing that it has to be updated. Or maybe someone jumped the gun. I checked both of Rogers Twitter feeds and no mention of eSIM support there. Ditto for Fido. But it does make sense as one of the things that iOS 12.1.1 which was released today did was add eSIM support for more carriers. All Rogers and Fido customers need is some sort of official statement and instructions on how to make this work.

Watch this space for updates.

UPDATE: This is what Rogers is saying on Twitter when they are asked about eSIM support:

This despite the fact that the Apple website page that I referenced at the start of the article has not changed two days after this information was posted. You would think that if Apple screwed up, they would have fixed it by now. Thus one has to assume that Apple is sharing information that to them is correct. What further highlights this disconnect between Rogers/Fido and Apple is that this Apple webpage has been updated to match the other web page that I referenced at the start of this article. Thus you have to wonder what the deal is with Rogers giving responses like the Tweet above seeing as Apple is singing a different tune.

I sense another Rogers PR gong show in the making.

UPDATE #2: As of January 2nd, it appears all references to Rogers supporting eSIM are gone from this Apple webpage. But strangely, Fido is still listed as supporting eSIM. Seeing as Rogers and Fido are the same company, that’s beyond bizarre. What adds to the bizarre nature of this is that this Apple webpage still lists both companies as supporting eSIM.

This is highly confusing. And this answer from one hour before I posted this story addes to the confusion:

Read a certain way, it sort of implies that eSIM support is still coming on Rogers.

At this point, who knows what the deal is and it would be nice if Rogers, Fido and Apple would clarify the situation.

Text Message Spam & “Spam” Hit Rogers Wireless Customers

Posted in Commentary with tags on October 30, 2018 by itnerd

It seems that if you’re a Rogers Wireless customer, you’re getting hit spam and “spam.” I’ll start with the actual spam. Rogers customers seem to be receiving messages like this one:

Needless to say this is spam and it looks like a new version of this scam that I came across some time ago. Thus if you are a Rogers customer and you get one of these text messages, don’t click on the link. Instead, forward the message to 7726 (SPAM) and Rogers will investigate.

Now onto the “spam.” Something that blew up my inbox overnight is the fact that Rogers customers are getting text messages via Rogers  “GeoTxt” ad service which used to be called Rogers Alerts. It sends coupon offers when a user is geographically close to a Rogers partner. And this isn’t going over too well with customers.

Ryan Cash, the founder of Built by Snowman which is part of the reason why he has a blue checkmark on his Twitter account and his message to Rogers to the point. This is how Rogers responded:

In short, by being a Rogers customer it appears that you automatically opt in to this service. And that isn’t good as it kind of reminds me of the Negative Option Billing fiasco that blew up in 1996 here in Canada. Consumers reacted negatively to that at the time, and there seems to be a similar reaction now:

Rogers really would be well advised to change this practise ASAP as it clearly has upset customers. That doesn’t help with retention rates. Nor does it help with Rogers reputation. I’ll be watching to see what happens next in terms of Rogers addressing this or hoping that this blows over.

Issues With Apple Watch Activation Mount For Those On Rogers

Posted in Commentary with tags on September 22, 2018 by itnerd

Things really aren’t really going well with those who want to activate an Apple Watch on the Rogers network. On top of corporate customers being shut out entirely at this point, those who should be able to activate an Apple Watch on the Rogers network are sometimes running into issues. Based on the angry emails that I am getting, here’s a list of error codes that people seem to be getting:

  • “Your Rogers account is not eligible to enable cellular on your Apple Watch. Contact Rogers for more information.”
  • Error codes WS300, WS201 and WS501

On top of that, people are also reporting that when they enter 911 info, the activation process kicks them back to the start of the process. That sounded familiar as my wife and I experienced that several years ago when trying to set up WiFi calling on Rogers. The only recourse that seems to exist at present is to phone Rogers. I’ve been told by various customers who have called in that this can be very painful as the front line reps seem to be only able to open a support ticket and beyond that they can’t do much for you. I’ve also heard that in some cases it may take days for Rogers to get back to you. That’s highly frustrating to customers. Some of whom have asked me what my experience has been like on Telus. Rather than answer them individually, I’ll do a write up about my experience with Telus in the coming days.

Rogers really needs to get a handle on this and quickly. They have already taken a PR hit by being a year late to the Apple Watch party unlike Telus and Bell. Then when they show up their corporate customers can’t join the party. Again, this is unlike Telus and Bell. Now this. If Rogers can’t get their act together, they will find it difficult to convince customers that their Apple Watch business should go to them rather than to Telus or Bell. After all, Apple fans are an intensely loyal and highly vocal group. And getting them mad enough to defect from Rogers is a really bad idea if you’re Rogers.