69 responses

  1. Johannes Lindenbaum
    March 17, 2010

    Amazing, thanks! It looks and works wonderful.

  2. Caspan
    March 17, 2010

    I would love to join once you convince Rogers developers to make it a secure site. It has rejected my password because it has special characters. More or less Rogers is telling me to dumb down my secure password to a less secure one. I should be able to use any character I want in my password for my own safety. This is shooty security and bad programming considering it protects my account. I makes me ask what other corners the security of this product cut. Also to ask a security question that asks what my mothers madden name is bad. No one should ever ask what your mothers madden name is as your security question namely it’s used for verification with credit cards and banking information and credit approvals, to give this out is inviting identity theft.

    Please change the password allowed and I would feel better knowing my account is secured behind a proper strong password.

    • Rogers_Richard
      March 18, 2010

      Hi Caspan,

      Thanks for your comment!

      I appreciate your concern and let me assure you that we take the protection of our customers’ data very seriously. Our security protocols follow industry practices and are audited regularly. We also have an in-house team that is focused solely on — and passionate about — this issue. This is a high priority for us and in the coming months we will be adding adding even more enhancements to our sign-in and passwords functionality.

      Thanks again for your feedback.
      Richard.

  3. Chad
    March 17, 2010

    Wow. I’ll be the first to admit I’ve been pretty critical of Rogers, but this is pretty nice. I like to see this forward thinking…perhaps you could now focus on updating the PVR UI to bring it into the modern ages?

    One suggestion – it seems to me that my “My 5″ contacts would be a nice thing to see on the overview page, as a reminder of who I have set up. I can access it by clicking a link, but it is something I think most people would like to be able to see at a glance.

    Keep up the great work.

    • Rogers_Richard
      March 23, 2010

      Thanks for the comment Chad.
      We’re assembling all the feedback and sharing it with our colleagues here on My Rogers team. I’ll be sure to pass it along.
      Richard.

  4. Jonah
    March 17, 2010

    Great idea. It doesn’t seem to take in account the My5 thought. It counts the time I have used in My5 as regular daytime minutes.

  5. Tom T
    March 17, 2010

    I definitely like the look of the new layout with everything on the same page. However, the billing and payments section does not show either my latest payment or my payment history like the old My Rogers. I assume the new MyRogers still has some bugs to be worked out.

    • Rogers_Richard
      March 19, 2010

      Hi Tom,
      Thanks for your comment!
      If you click on the Bills & Payments tab at the top of the dashboard, under the green “pay now” button it should display your last payment and the date of the payment. Under that, there is a box detailing your payment history.
      Cheers,
      Richard.

  6. Robin
    March 20, 2010

    The site does look great. The feature I would like to see added is the ability to also REMOVE cable channels. The site allows you to add channels, but not remove them.

    • Rogers_Richard
      March 23, 2010

      Hi Robin,
      Thanks for the feedback! Members of the My Rogers team are checking this thread and also receiving updates from us on comments and recommendations, so I’ll pass this along.
      Richard.

      • simon
        April 6, 2010

        Hello Richard, I would like to add some more to a wish list for wireless section of the site, notably to Voice & Data Usage :

        1. In Airtime Summary – Ability to see Long Distance Usage. At least Canadian for now.

        2. In Airtime Summary – Evening /Weekend Minutes section is the same at Weeknight/Weekend Minutes section, thus confusing.

        3. Ability to see Usage immediately after the change/upgrade to my account, without the need to wait for a month or new billing cycle. This one is negates all you nice work people and very annoying.

  7. Tom T
    March 21, 2010

    I am sorry Richard, but the new MyRogers just does not cut it. I discovered today that when I went to view Wireless Usage Details I got the following message: “This portlet is no longer available. Please remove.” The old MyRogers worked perfectly and although the new site certainly looks better, it leaves a lot to be desired. I think that Rogers rushed this through without getting the kinks out and with no option to visit the old MyRogers anymore we have definitely lost something here!

  8. UnHappy
    March 24, 2010

    Not exactly thrilled with the new “MyRogers” page;
    it takes forever to load compared to the previous version of the page

    now when I log in I see all the little swirling circles Loading. . . . Loading . . . . for quite a long time

    I’m not concerned with the look of a page but rather functionality

    the payment history is completely out of whack:
    on the old page it was displayed in chronological order
    now it’s lumped all the previous payments made in a particular month together
    I don’t need to see my payment for Mar. 1996 – 2010 together
    I need to see the payment history in proper reverse chronological order
    most recent first.

    plus the address change box doesn’t appear to have all the correct fields necessary to submit a correct postal or rural address
    ie
    PO Box #####
    Station-M or “Named” RPO
    . . .

    only logical addresses:
    house / apartment / suite & street numbers / names are accepted

    I hope that this can be corrected.

  9. TroubleInParadise
    March 24, 2010

    I have an issue with the Sign In page @
    https://www.rogers.com/web/link/signin
    there’s an accessibility issue
    with the “SIGN IN” button (I’m not yelling; it’s all caps on the button)
    there is no way to access that button without an Actual “Mouse Click”

    here’s the typical method I use when logging into sites which require a Log in or Sign in:
    a> enter username
    b> “TAB”
    c> enter password
    d> “ENTER”
    if “ENTER” key doesn’t log in
    then
    d> “TAB” to log in or sign in button
    and press “ENTER” or “SPACEBAR”

    however, no matter how many times I press the “TAB” Key
    the “SIGN IN” Button is never given focus?
    what if I don’t have a mouse or using a mouse is difficult?
    or using a mouse on the web is just getting to be too much of a security problem,
    with all the Hover = Click scripts on a lot of pages
    I push the pointer to the side of the page and only navigate via the keyboard or scroll wheel
    and only click when absolutely necessary.

    • Rogers_Richard
      March 25, 2010

      Thanks for your feedback.
      I have passed your comments on to the My Rogers team. We are always looking for ways in which to improve our products and services, so thanks for taking the time to post a comment!
      Richard.

  10. Bobk
    March 26, 2010

    The interface is too slow to be practical… every time I go there I get the spinning wheels all over the page. I wanted to add a bunch of channels to my tv programming but couldn’t figure out what the impact was. Navigation needs to be more practical

    I like having this sounding board, I am mostly frustrated with cell phone charges and it would be nice if Rogers would listen to the consumer as to what we want. Why don’t you start a cell phone beefs forum Richard. Rogers will find out what it takes to win then.

  11. Cottser
    April 2, 2010

    I like it overall, but it seems like there is too much unnecessary, or just unoptimized AJAX.

    Here’s a feature request: please give us a progress bar/indicator for Home Phone long distance minutes, similar to Internet Usage.

  12. the page has failed
    April 7, 2010

    the page has failed
    all i ever get now is
    We are currently experiencing problems accessing your account and therefore cannot complete your request at this time. We apologize for this inconvenience. Please try again later.

  13. BobK
    April 15, 2010

    I have been unable to access my bills at all for over a week now. That is not right. Rogers is good at taking my money, but how can they do so if they don’t show me a bill? This new system is not working well.

    • Rogers_Richard
      April 15, 2010

      Hi Bob and “the page has failed”,

      Have you tried contacting our Customer Care centre? Hopefully they’ll be able to help. Here’s a link that describes the various ways you can get in touch with them: http://www.rogers.com/web/content/contactus

      I’ll also reach out to you directly via email to learn more about the situation.

      thanks!
      Richard.

      • BobK
        April 16, 2010

        Thanks Richard. The site is still having issues, however today they were at least able to email me a bill.

      • Alex
        April 20, 2010

        Me too has the same problem since Apr 1. This is the error message: “We are currently experiencing problems accessing your account and therefore cannot complete your request at this time. We apologize for this inconvenience. Please try again later.”

        The issue is not related to browser, as I tried to use IE 8.0, Firefox 3.6.3 and Chrome. All get the same result.

        Even worse there is no other online way to find the internet usage. Shouldn’t Rogers done enough testing before rolling out a new interface?

      • Rogers_Richard
        April 21, 2010

        Hi Alex,

        I have reached out to you via email to see if there is something I can assist with.

        Thanks!
        Richard.

  14. Jordan
    April 30, 2010

    Addon section needs serious revision. Tons of features are not there such as Visual voicemail/double data addon/$20 iphone value packs. I have to call in to add these things and would love for them to be available to add through MyRogers. The old site even had visual voicemail listed….

  15. Roy
    May 2, 2010

    Dear Rogers_Richard,

    For many years, I have had Rogers service at my house, including Home Phone since it came out and I am generally very happy with my Rogers services. However, when you need help through customer service, the story changes dramatically…. I have been trying for weeks to use the MyRogers site – it looks great, brings up my information, etc… but the functionality ends there. I cannot make changes to my account, order new services, change my phones, or do anything else on the site. I have called the customer service line and they tell me that they will “open a ticket with IT” and recorded the ticket number in my account – when I call back, there is no “record of the ticket”… very frustrating. The solution offered is to have the changes made by speaking with a customer service agent. That is not a solution to this problem. I want to use the MyRogers Service as advertised.

    • Tom T
      May 3, 2010

      You are so correct Roy. The New MyRogers has been a huge mistake. I never had problems with the Old MyRogers (except of course when the site was down) like I am having now. Even when the site is supposedly up and running, it does not work properly. I have been having problems since the BETA format came out last fall. At least then I could access the old site. Now I cannot even do that. A few weeks ago, a ticket was issued because I cannot even view my bill when I click on the appropriate link. Two weeks go by and the issue is still not fixed. I contact customer service and they tell me the issue was resolved and the ticket was closed. I still cannot view my bill. I have contacted customer service (a new ticket was issued), the Office of the President, and RogersRichard. Still not working. Today, the whole site seems to be experiencing technical problems.

      From reading comments on this blog and other Internet forums, I realize I am not the only one having problems. When Rogers instituted the Quick Start fiasco, they finally came to their senses and allowed a compromise solution that let people change the order of the guide. Why not bring back the Old MyRogers and admit that the New MyRogers has serious issues for many people?

      • Cottser
        May 3, 2010

        Frankly, I’m shocked that the new My Rogers was deemed good enough to take out of beta and institute as the main (and only) system to access this information. It was rushed out the door, and it is clearly not ready for prime-time. Rogers, since your system is error-prone, could you at least make useful error pages?

      • Rogers_Richard
        May 4, 2010

        Hi Tom,

        I spoke with my colleagues on the My Rogers team today and they informed me that they have recently resolved some issues that may have been affecting portions of the site.

        Please feel free to email us directly should you continue to experience problems. You can find our contact info by clicking the “Talk to us” button above.

        Cheers,
        Richard.

    • Rogers_Richard
      May 4, 2010

      Hi Roy,

      Thanks for you comment and for letting us know about your experience.

      I’m going to reach out to you via email to learn more about the situation and work to get it resolved with the My Rogers team.

      Cheers,
      Richard.

  16. Tim
    May 25, 2010

    Hi,

    Like others in here. I’ve haven’t been able to get any consistancy using the new home page on the rogers website. Particularely the “Internet Usage” guage. I’m always wondering if I have past my limits for the month so I don’t use the internet whenever I want to because I may pass my limits incurring extra charges $$. I’m generally a very patient person, but this has become more of an annoyance and escalating! First we’re limited to monthly bandwidth usage, now we can’t even track it consistantly without error messages appearing much too often. This can’t be acceptable and needs to be solved very soon!

    • Cottser
      May 26, 2010

      Tim, I agree.

      Every time I log in to my account, I feel like I’m flipping a coin. Many days, the site can’t even pull up my services (phone, internet, etc.) at all, and basically tells me I don’t have those services, or that I still need to add my account. When it does pull up my account, I still need to flip a coin and hope that the system will let me see my Internet Usage.

      This is simply NOT acceptable. The fact that they felt this was good enough to take out of Beta just boggles my mind. If a brand new system like this already feels like it’s held together with staples and tape, I’d hate to see what it will be like in two years.

      • Tom T
        May 27, 2010

        I have just about given up on having this site work properly. I have dealt with customer service with no improvements. I dealt with the office of the president and they gave up – told me to contact customer service. I have dealt with people through Rogers Redboard and though they say they are trying to help, nothing changes. I have asked why they cannot go back to the old site but no one wants to answer that question. For me too the site is hit and miss on what works and what does not or whether the information will even display properly. I also have two accounts – one in Pickering and one in Scarborough. I can be logged in to the Scarborough account and all of sudden the information switches to the Pickering account even though I did not log into that account. It is an absolute travesty that they seem to find this acceptable at Rogers!

  17. Andy M.
    May 26, 2010

    I’ve been trying for days to change my address and update my phone number (recently relocated to a new city), all with no luck. I went to a Rogers store to get the address change done there, and they told me they didn’t have proper access.

    This is extremely frustrating. All of my calls are long distance right now and I have NO local phone number to use as an alternative. And, as many others have already noted, the My Rogers section is too broken to be usable.

    • Rogers_Richard
      May 28, 2010

      Hi Andy,

      Sorry you’re experiencing difficulties. Have you tried calling our Customer Care centre? You can reach them at 1-888-ROGERS1. Or, here’s a link that describes the other ways you can get in touch with our customer support team: http://www.rogers.com/web/content/contactus

      Richard.

  18. Tym
    June 2, 2010

    I too have been having constant problems with the “experiencing problems” issue on the website since the very beginning. Seems like 9/10 when I try to view my account it just doesn’t work, and it’s usually on the day I have to pay my bill. I’ve contacted support, and they said that they are working on a fix and that fix never came.

  19. John_H
    June 3, 2010

    Hi there. As with absolutely everyone on this thread I too am experiencing difficulties with browsing MyRogers. I am getting the “We are experiencing problems accessing your account” notice and have been getting them every time I try to login through MyRogers. I have NEVER had it work for me and I think it is a huge joke that this is supposed to “Get more done, more easily, anytime”. Who allowed this to be launched? Because many seem to be having the same problems.

    Richard, also going through the thread your responses are all pretty much identical. It’s not so much the issue of reaching customer service, it’s the issue of the new Online Customer Service application not even working. If I really needed to reach customer service I would know I have to call, but this is for feedback for the MYROGERS online customer service. This has always been an issue and I’d love to see it resolved as otherwise I am happy with the products.

    It does not work in both IE and Firefox.

    Thanks

  20. Paul M
    June 7, 2010

    My complaint is similar to that of everyone else. MyRogers simply does not work.
    I have 3Wireless, Cable, Homephone and Internet. I have tried checking the details of my bill for the past 3 months and this is what I get (after the arrows stop spinning in circles for 30 seconds):
    Account Information – Unavailable
    Bill Information – Unavailable
    “We are currently experiencing problems accessing your account and therefore cannot complete your request at this time, We apologize for this inconvenience. Please try again later.”

    I for one am tired of apologies. Just fix it!
    Thanks

    • Paul M
      June 23, 2010

      UPDATE: They fixed MY ROGERS for me!

      Well, I called support (again) and this time I spoke to someone who knew what to do and he did it in 2 minutes. It turns out that all he had to do was go in to my profile and give me a new user name and a temporary password (rogers1) to access MY ROGERS and now everything works great. I have changed the temporary password to my own and everything still works nicely, one week later.

      Thanks

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