Adventure and Nature pack...not authorized? HiFi channels N/A even with subscription - Canadian TV, Computing and Home Theatre Forums

rrt2008 · 2009-03-31, 12:19 PM

My family really enjoyed the HD free preview of Oasis, Treasure, Rush etc. I ordered the new channels on Sunday March 29th. I received a confirmation email from Rogers within 20 minutes of the change to the account.Today, the day the preview ends, we keep getting a message that we are not authorized to view these channels. I re-authorize all boxes via the phone. Still not authorized. I unplug and cold reboot the 8300 HD box. Still not authorized. I call Rogers tech support. The woman on the phone informs me that it's happening to a ton of subscribers and Rogers has no idea what's wrong. The QAM and FDC levels are good and within spec for two way transmission. All the ROD channels work. She fills out a trouble ticket and sets up an automated call for when the issue is resolved. Anyone else having the same or similar problems??

boink · 2009-03-31, 02:25 PM

seems to be an issue right now.

hugh · 2009-03-31, 02:26 PM

rrt2008, that's really bad. Hope it gets fixed for you soon!

cenna1 · 2009-03-31, 04:07 PM

I have the channels on Rogers now.

rrt2008 · 2009-03-31, 04:32 PM

We now have the channels, with a free month thrown in for the inconvenience. They wouldn't tell me what was wrong, other than "network issues."

57 · 2009-03-31, 04:34 PM

Good to hear that this appears to be sorted out. What is the "adventure and nature" pack that you mention? Is this the four High Fidelity channels at $5.99, or something else? The Rogers website was not very useful.

cenna1 · 2009-03-31, 06:43 PM

Yes, that is the Nature and Adventure Package......
Good quality programming if you ask me.

rRep · 2009-03-31, 08:27 PM

Quote:

Originally Posted by rrt2008

We now have the channels, with a free month thrown in for the inconvenience. They wouldn't tell me what was wrong, other than "network issues."

They wouldn't tell you because they don't know yet. I don't see why they'd give you a month free though.. I'd issue a days credit, because that's how long you were without them.

hugh · 2009-03-31, 10:23 PM

Quote:

I don't see why they'd give you a month free though.. I'd issue a days credit, because that's how long you were without them.

So you'd give him a twenty cent - 20 cents - credit for all his inconvenience, re-authorizing his boxes, deal with voice prompt hell, etc because of a screwup by Rogers that they themselves can't even give any answer to?

Then you wonder why people hate Rogers!

boink · 2009-04-01, 12:48 AM

had he just called first he would have saved some frustration.

acccording to what the OP said anyways.

either way, it's a only 5.99 credit, I think rogers can live without it.

hugh · 2009-04-01, 08:14 AM

Quote:

had he just called first he would have saved some frustration.

I guess you've never used the Rogers phone system or called in with a problem!

My experience has typically found that to be a somewhat trying and lengthy experience especially when they tell you unplug the box, remove the power conditioner and so on only to find the problem was unrelated to your setup.

ruben308 · 2009-04-01, 11:48 AM

Lucky you! I only got a 19 cent credit & only after I told them that March 31 was a free day!

rRep · 2009-04-01, 09:04 PM

It appears I am not the only one to think like that, Hugh. As ruben308 wrote, the agent credited the appropriate amount. I don't see a justified cause to give a whole month free.. he's just had several months of that.

boink · 2009-04-02, 12:33 AM

no denying that, phone system has it's ups and downs.

It's still easier than running around resetting all my boxes though. The technicians were aware of the problem fairly early in the day too.

and yah, i've had my fun with calling to rogers. although usually the frustrating calls are dealing with billing, tech wise I pretty much have an easy time.

hugh · 2009-04-02, 08:27 AM

rRep, Boink, as Rogers employees, I wouldn't expect you to say anything different!

Sadly, while Rogers spends billions on technology, it seldom spends a dime on implementing common sense.

After a customer has spent an hour or so fiddling with the box, rebooting, making calls etc, giving them a credit of 20 cents is an absolute slap in the face. You are essentially telling the customer who you would likely charge a $100 an hour for your time, that their time is worth 20 cents an hour.

If Rogers service is so damn good, then they should simply say to customers, the potential for a day without service is within the terms of our servvice, sorry.

Offering 20 cents is more offensive than nothing at all.

2009-03-31, 12:19 PM	#1
rrt2008 Rookie Join Date: Jan 2008 Posts: 13	Adventure and Nature pack...not authorized? HiFi channels N/A even with subscription My family really enjoyed the HD free preview of Oasis, Treasure, Rush etc. I ordered the new channels on Sunday March 29th. I received a confirmation email from Rogers within 20 minutes of the change to the account.Today, the day the preview ends, we keep getting a message that we are not authorized to view these channels. I re-authorize all boxes via the phone. Still not authorized. I unplug and cold reboot the 8300 HD box. Still not authorized. I call Rogers tech support. The woman on the phone informs me that it's happening to a ton of subscribers and Rogers has no idea what's wrong. The QAM and FDC levels are good and within spec for two way transmission. All the ROD channels work. She fills out a trouble ticket and sets up an automated call for when the issue is resolved. Anyone else having the same or similar problems??

2009-03-31, 02:26 PM	#3
hugh Member #1 Join Date: Dec 2001 Location: Toronto Posts: 47,492	rrt2008, that's really bad. Hope it gets fixed for you soon! __________________ As of January 2012, I am no longer the owner of the Digital Home website. If you have questions about the operation of the site, please contact VSAdmin. For personal inquiries contact me at the Hugh Thompson website.

2009-03-31, 04:34 PM	#6
57 Moderator Join Date: May 2002 Location: Toronto, Rogers, 8300HD, eHDD, Panasonic TCP65S1, Denon AVR4310Ci; 8300HD, eHDD & Sony KDL40W3000 Posts: 50,301	Good to hear that this appears to be sorted out. What is the "adventure and nature" pack that you mention? Is this the four High Fidelity channels at $5.99, or something else? The Rogers website was not very useful. __________________ 57's Home Theatre (Latest equipment & photos) 57's Optimization Services (Home Theatre Optimization)

2009-04-01, 11:48 AM	#12
ruben308 Join Date: Nov 2007 Location: Thornhill Ontario Posts: 103	Credit for missed service. Lucky you! I only got a 19 cent credit & only after I told them that March 31 was a free day!

2009-04-02, 08:27 AM	#15
hugh Member #1 Join Date: Dec 2001 Location: Toronto Posts: 47,492	rRep, Boink, as Rogers employees, I wouldn't expect you to say anything different! Sadly, while Rogers spends billions on technology, it seldom spends a dime on implementing common sense. After a customer has spent an hour or so fiddling with the box, rebooting, making calls etc, giving them a credit of 20 cents is an absolute slap in the face. You are essentially telling the customer who you would likely charge a $100 an hour for your time, that their time is worth 20 cents an hour. If Rogers service is so damn good, then they should simply say to customers, the potential for a day without service is within the terms of our servvice, sorry. Offering 20 cents is more offensive than nothing at all. __________________ As of January 2012, I am no longer the owner of the Digital Home website. If you have questions about the operation of the site, please contact VSAdmin. For personal inquiries contact me at the Hugh Thompson website.

2009-03-31, 02:25 PM	#2
boink Join Date: Jul 2006 Posts: 159	seems to be an issue right now.

2009-03-31, 04:07 PM	#4
cenna1 Rookie Join Date: Mar 2009 Posts: 15	I have the channels on Rogers now.

2009-03-31, 04:32 PM	#5
rrt2008 Rookie Join Date: Jan 2008 Posts: 13	We now have the channels, with a free month thrown in for the inconvenience. They wouldn't tell me what was wrong, other than "network issues."

2009-03-31, 06:43 PM	#7
cenna1 Rookie Join Date: Mar 2009 Posts: 15	Yes, that is the Nature and Adventure Package...... Good quality programming if you ask me.

2009-04-01, 12:48 AM	#10
boink Join Date: Jul 2006 Posts: 159	had he just called first he would have saved some frustration. acccording to what the OP said anyways. either way, it's a only 5.99 credit, I think rogers can live without it.

2009-04-01, 09:04 PM	#13
rRep Join Date: Nov 2008 Posts: 230	It appears I am not the only one to think like that, Hugh. As ruben308 wrote, the agent credited the appropriate amount. I don't see a justified cause to give a whole month free.. he's just had several months of that.

2009-04-02, 12:33 AM	#14
boink Join Date: Jul 2006 Posts: 159	no denying that, phone system has it's ups and downs. It's still easier than running around resetting all my boxes though. The technicians were aware of the problem fairly early in the day too. and yah, i've had my fun with calling to rogers. although usually the frustrating calls are dealing with billing, tech wise I pretty much have an easy time.

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