| Q |
Why is Rogers upgrading Rogers.com Self Service? |
| A. |
To improve our customer experience on Rogers.com by resolving some periodic user sign-in issues, eliminating duplication of Usernames and by adding some new features to make it easier to use. |
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| Q |
When is the upgrade on Rogers.com taking place? |
| A. |
We are currently working on the upgrade and performing testing. We will notify you of the actual upgrade date by e-mail one week before it actually takes place. |
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| Q |
How will I know for sure when the upgrade has taken place and which Username was transferred? |
| A. |
After the upgrade is completed, we will send you a confirmation e-mail telling you which Username was transferred. You will be able to sign in to Rogers.com with the password you currently use for that Username (if you forget it, please select Forgot Password? when signing in). |
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| Q |
Do I need to do anything in preparation for the upgrade? |
| A. |
No. There is no action required by you. You will be able to continue using Rogers.com as usual. |
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| Q |
I received an e-mail telling me I have more than one Username linked to my e-mail address. I didn't know I did - how did this happen? |
| A. |
There may be various reasons why you ended up with more than one Username. You (or we) may have reset it and the old Username did not cancel out, or you re-registered your account, etc.
Whatever the reason, please be assured that after the upgrade you will end up with only one Username for your e-mail address and we will notify you by e-mail of what it is. |
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| Q |
I received an e-mail telling me I have more than one Username AND more than one account linked to my e-mail address. I didn't know this - how did this happen? |
| A. |
There may be various reasons why you ended up with more than one Username for your e-mail address and associated accounts. Until now Rogers.com accepted multiple Usernames and accounts for each e-mail address and sometimes if you updated your profile, the old profile did not cancel itself out, etc.
Whatever the reason, please be assured that after the upgrade you will end up with only one Username for your e-mail address and all your accounts will be associated with it. We will notify you by e-mail when this is done and what Username was transferred. |
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| Q |
What if I have multiple Usernames linked to different e-mail addresses? For example, username "MyRogers1" e-mail with address myemail@hotmail.com and username "MyRogers2" with e-mail address myemail@rogers.com. |
| A. |
First, because each e-mail address is different, you should have received an e-mail notice from us for each e-mail address. In this case, each Username will be transferred (because each is linked to a different e-mail address). |
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| Q |
Can I choose which Username I want transferred? |
| A. |
In order to do this, once you receive the second e-mail notice about the actual upgrade date, please use only the Username you want transferred from thereon. This will ensure that Username is the last one used before the upgrade and therefore that will be the one transferred. |
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| Q |
I would prefer to keep different Usernames for different accounts. How can I do this? |
| A. |
Remember, each Username can only have one e-mail address associated with it. So if you want to continue using multiple Usernames, you must set a "unique/different" e-mail address for each one. To do this, sign in to Rogers.com and select Manage My Online Profile, then enter a "unique/different" e-mail address for each Username you want to keep. |
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| Q |
What do I do if I want to change my Username after it is transferred to the new system? |
| A. |
To change your Username, please contact Online Customer Care at 1 877 343-5745 and we'll be pleased to assist you. |
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| Q |
Can I get one of the cancelled Usernames back? In other words, can I switch an old Username with the one that was transferred over to the upgraded Rogers.com? |
| A. |
Yes. To do this, please contact Online Customer Care at 1 877 343-5745 and we'll be pleased to assist you. |
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| Q |
I'm not sure of my Username (or have forgotten it) - how can I find out what it is? |
| A. |
Go to rogers.com/signin and click on Forgot Username? Then enter your e-mail address and we'll e-mail you your Username. |
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| Q |
When the Username is transferred, what "information" will also be transferred to the upgraded Rogers.com Self Service? |
| A. |
Your password, your account(s), profile(s), your service details, your billing details (i.e., your online billing details and pre-authorized payment plan, if you subscribe), etc. - all of the information associated with your Username will be transferred.
After the upgrade, you have access to all of the same information on Rogers.com that you do now. |
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| Q |
I know someone who says they are a registered user on Rogers.com and they didn't receive this e-mail notice. Does this mean that they will not receive or be able to access the newly upgraded Rogers.com Self Service? What should they do? |
| A. |
There may be various reasons they were not contacted. Please ask your friend or family member to call our Online Customer Care at 1 877 343-5745 for more information. Thank you. |
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| Q |
I have a “rogers.yahoo.com” e-mail address. Are you changing my e-mail address? Is it affected by the upgrade to Rogers.com Self Service sign in? |
| A. |
Please be assured that we will not be changing or cancelling any e-mail address. If you currently use a “rogers.yahoo.com” e-mail address (or any other e-mail address) on Rogers.com Self Service, it will not be affected or changed in any way during the upgrade. |
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| Q |
Where can I get help after the upgrade is complete if I can't sign in or if I have more questions? |
| A. |
Please contact Online Customer Care at 1 877 343-5745 and we'll be pleased to assist you. |
Still have questions? Please contact Online Customer Care at 1 877 343-5745. |
