unbelievable long wait time

[customerx]

so, here I am, on hold, waiting for customer support for over 4 hours...

when I finally get connected, there is silence...

then I hear a click.

wonderful.

now, back to calling again!!

[bostonbob]

I feel your pain - I called Customer Support today and ( shockingly ) got the call back option. I was told that they would call me back in about 35 minutes and they called back exactly 34 minutes later. I was told that I was next in line to talk to somebody and then waited.......and waited......and waited.....finally after 75 minutes I just hung up in frustration. Too bad our level of customer service doesn't go up like our rates continually do.

[shaw-tony]

@customerx @bostonbob I'm very sorry for the poor experience as we were busier than usual. The fastest way to reach us is via chat which you can enable here or on Shaw.ca (ensure no pop-up blockers are enabled).

[Spatch]

@customerx

@bostonbob

I’d recommend using the live chat feature through the app, or their website.  I’ve never waited more than five minutes for an agent and have managed to get some fairly complicated situations resolved through that channel (I re-upped my two year value plan last summer, I troubleshot a failing PVR box in the fall, had a billing inquiry the other day...and so on and so forth).

[Disgruntled3]

TV message PVR discontinued call Shaw.  On hold 38 minutes and still waiting for "specialist".  Nothing mentioned on latest invoice about PVR and message while waiting to speak to Customer Service says there are no changes to my account.  Really - get your act together Rogers.

[g-idk]

@Disgruntled3 , Hi just wanted to let you know that the chat service is much faster, I was connected to a real agent in under 3 mins, and we had the whole problem with my voicemail resolved in about 8-9 mins, that was today just now at 12:10 p.m.  Excellent service with and agent name Phong from AB. Yes I hear that all the old gateway and diskdrive pvr's are being retired come around Sept.9/2024, so they need to send you new equipment to replace your older system.  

[Vic32]

Yeah, fat chance that Chat is quicker. I'm #248 in line... and obviously I'm not waiting.

[mdk]

@Disgruntled3 wrote Nothing mentioned on latest invoice about PVR

On the invoice dated July 1, 2024, I see: 

We're committed to providing you with a great TV experience.

As part of this commitment, we occasionally phase out TV boxes that no longer work with our latest technology.

Your account has one or more boxes that needs to be updated before September 9, 2024.

Please contact us at 1-866-478-8289 to avoid any service interruption.

So, do you have any ARRIS TV set-top boxes? 

Are you living in an area where Rogers is not (yet) requiring customers to replace the equipment? Calgary was first to be done. Other posts in this forum talk about Winnipeg being done. Now, it is the turn for my area to be done.

Note that the cited telephone-number is not Rogers'  "general" number (1-888-472-2222). I experienced no wait-queues on that special number.