How to cancel Rogers?

[rRep]

@ 7FC - Did you pursue the issue with Rogers prior to the decision to cancel? Often times if there's a long work history on the acct, they'll be more willing to accomodate you if you're going to encounter any sort of contract cancellation.

[boink]

I don't think rogers as a whole in ottawa is experiencing what you are. I live in ottawa and have friends accross the city and I have not heard anything like that at all.


maybe a very localized thing?

[7FC]

I am giving them up if they could not fix their problem. They are sending yet another technician.

[gobe]

Anyone know what's the penalty for terminating the commitment prior to the 24 months period ?

Trying is get info from Roger website is like pulling teeth. Aggh!!

.

[hugh]

see post #4

[Quadratic]

You cannot terminate by writing.. you must speak always with the Customer Relations department unless you port your telephone number out or call to cancel portable internet. Rogers wants a chance to save the customer.

Not always true. Customer service can do it if there's no chance to save you (ie: you tell them you're moving to another country, or you already have an appointment with another provider).

[rRep]

Originally Posted by Quadratic

Not always true. Customer service can do it if there's no chance to save you (ie: you tell them you're moving to another country, or you already have an appointment with another provider).

Yes, always true. If you're a Rogers employee, Check Library under Transfer Guidelines.. more specifically, when to transfer to cx relations and when not to.. the only thing we can do that cx relations does is cancel TMN, and that's when they are closed.

If there is no way to save a customer, then Cx relations will process the cancellation right away.. Common/Consolidated/RBO have no authority to close an acct.

[itcamrch]

2 Questions if anyone knows:

1. Do ECF's still apply of you're moving out of Rogers' territory, and you don't have a choice but to go with another company?

2. Do contracts reset themselves when you make changes to your package?

[rRep]

Which kind of contract?

BCB - comittment doesn't reset, regardless of the change.
MHA - will reset if you have to upgrade to the next level in order to complete the change. (Such as upgrade from Digital Basic to Digital VIP)

I am not 100% sure on the ECF for out of territory moves.. I would see what customer relations has to say.

[itcamrch]

Thanks....I've upgraded to HD, added movies, and removed a customer choice package.

[mpact]

Hi rRep, I am in a tough situation and need some informal advice pls. Bell called my wife offering my wife some $70/month with a HD PVR and most importantly - includes the Playhouse Disney which Rogers didn't have. So she is bugging me to cancel Rogers...

I am not a loyal Rogers customer - now getting Extended Basic, HD Specialty Pak, SA3250, etc for $93/month. However, for me - switching is hassle. Bell might be good with their price, but I was looking at VIP package (if it supports up to 4 outlets) and I buy myself a SA4250 - I am getting around the same charge as what Bell offers - except no Playhouse Disney for the kids.

Anyways, my wife asked me to cancel .... I don't think Rogers can offer anything (since she sees the Playhouse Disney as a BIG one). Should I cancel it online for less hassle?

[travisc]

Does she watch Turner Classic Movies or AMC? Those and other channels aren't available on Bell, so she might want to look at the overall picture and not base the decision on just one channel.

[rRep]

We should certainly be able to offer you something.. if you're OK with staying with us for at least another year, you can get VIP for $59.99. This combined with the other pricing would equal a before tax monthly rate of ~$77. If you buy your own terminal, that price drops by $10 or so.

Definitely worth looking into! If you're able to, update the thread if you call in and go with this.. I'd be interested to hear how it turned out.

[mpact]

Thanks rRep and travisc.

I called Rogers yesterday and got an incredible offer from the "cancellation group". At first they offered me $62/month (tax included) to keep my existing service. My wife was not too interested, and still thought Bell TV has Playhouse Disney (yeah, for my kids only). Finally the lady gave a really good offer - VIP for $65.70 (after tax)/month for a 1-year-contract, upgrade me to a PVR for free, and also let me keep my existing SA3250HD (instead of a SD box that comes with DVIP program). She explained to my wife that with the VIP program, my kids got to watch an extra 10-12 kids channels and that would compensate. Furthermore, she claims that Rogers "might" be getting Playhouse Disney in the near future, although no gurantee.

Another question for you - she said I will receive an email confirmation (which I did), but the monthly charge appeared on the email will NOT be correct (yes, that's very true - it says $89/month) - this is because she could ONLY go back to the system and apply discount AFTER a technician visited my house and completed the order. Just curious WHY? So will I get a updated bill or notice to confirm details of my offer?

P.S. A Rogers technician came today. Very nice guy. He mentioned that my cable signal was very weak and will request replacing new cable outside my house.

Thanks! (being loyal to rogers again) ;-)

[Quadratic]

Yes, always true. If you're a Rogers employee, Check Library under Transfer Guidelines..

I'm not, but I was (albeit, not in any of those departments). I also know that I definitely had an account cancelled by customer service on the grounds that I was moving out of the area. Long hold time, so he likely verified with someone but in any case it was definitely cancelled without a transfer. Maybe they didn't know what they were doing, but then again if the people carrying out the policy don't know about it then it's as if the policy doesn't exist.

As an aside, I suggest not mentioning internal systems like that Library web interface in a public medium. Breaks your NDA.