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Showing results for Search instead for Did you mean:01-06-2023 10:53 PM - last edited on 01-06-2023 10:56 PM by RogersMoin
Reaching out to see if there other options to cancel services aside from calling in. Parents (seniors) have been calling and been getting bounced around from care team to care retention to IPPV retention waiting hours or just being disconnected. It seems like cancelling services is impossible and purposefully made frustrating as you cant go into a store or one care can only do so much. Any advice is appreciated.
-G-
Resident Expert01-07-2023 01:01 AM - edited 01-07-2023 02:12 AM
@my2 wrote:Hello Everyone,
Reaching out to see if there other options to cancel services aside from calling in.
As difficult and inconvenient as this can be, cancellations typically need to be done over the phone by the account owner or their authorized agents.
Which number are you calling to cancel your services? Rogers lists specific telephone numbers to call: https://www.rogers.com/support/billing-accounts/thinking-of-switching-to-another-provider
I don't know how Rogers' telephone agents are rated internally or whether they are penalized for processing cancellations. All that I can suggest is that you get the name and employee number of anybody and everybody that you speak with. Be nice, and thank the agent (who will, no doubt, be doing anything that they can to keep you as a customer) for their help. but make it clear that you have already been given the runaround and that at this point, the only thing that you wish to do is to simply cancel your services. I f the agent that you are speaking with cannot process the cancellation themselves, continue to be nice, confirm their name and employee number, and ask to speak with somebody who will be able to cancel your services immediately; nobody else. and if they cannot or will not do that, advise them that your next step will be to take legal action
01-07-2023 03:04 AM - edited 01-07-2023 03:19 AM
I always assumed that simply by calling the main Rogers phone number, then choosing "cancel a service," then whether it's Internet, wireless, tv, or whatever, that would get me to the proper place (as it has in the past). But I suppose if I had multiple services, it might be best to try each specific service phone number (Internet, wireless, etc.), and then if there's one that has a short wait time, stick with that one.
So why is it so hard to cancel? Not enough people with the authority to do what's necessary, or is the poor software, or equipment that various Rogers employees are using, the main problem?
Many months ago, I called the main number to cancel a theme pack, so I selected "Change a service" as I always do, and since it was around 1pm, the wait time was about 80 minutes. I selected a callback, but 3 minutes later, Rogers called, and I was connected to an agent. I was happy until the agent told me that he was able to do anything but add or remove any channels. Something was wrong with his laptop, so he connected me to another agent. After about 10 minutes, I hung up (I didn't trust him) and tried again. Again another 80 min estimated wait time, and got connected in 70 minutes. The agent told me that the wait times are often longer on the 15th of the month, since a lot of things are going on.
So all that nonsense, just to cancel a theme pack. And the wait time to cancel or add channels can take 10 minutes until it goes through, again depending on the quality of the equipment used, or agent experience. It can be as fast as 3 minutes when the system isn't congested.
The Rogers Executive branch can change, and with the change, new directives can occur.
At the moment, many subscribers are being let go without much of a fight . So that winback does all the dirty work (with more enticing deals).
If the retention agent gets a bonus for only losing 10-20% of the customers (due to fewer available deals, or only the same ones that a regular CSR can offer), there might be more reasons to let one of those attempted cancellations get accidently disconnected, or kept on hold. However, if you've got some good deals to offer, and the agent is tipped off that the customer will most likely stay, if the deal is good enough, perhaps the accidental disconnections will happen less often. I don't think that's happening, I just think the software or equipment used by many of the agents is perhaps in need of an overhaul, or too many system refreshes to get the cancellations processed in a timely manner.
Whatever the reasons are for this sudden influx of failed cancellation or billing dept failures are, an ugly pattern of hopelessness and frustration with wait times is often outnumbering the other previously popular complaints.
Conspiracy theories are a waste of time, and often disrespectful to those trying their very best. Still, if it looks like a duck, and that duck isn't having any luck with its 3rd cancellation attempt, it's time to let that duck swim in another pond. 🐟 🐠
