Last Wednesday night, a truck travelling along Highway 7 in Markham caused major damage to a Rogers transport fibre line—resulting in a major outage across Stouffville.
While most service was restored by Thursday evening, local Digital TV subscribers continued to face service interruptions through Friday.
Across multiple social media platforms, local residents were critical of Rogers’ responses to the interruptions and their ongoing lack of Digital TV service.
Referencing interactions with Rogers agents, many Stouffville customers felt Rogers was using the Digital TV outage to pressure them into unwanted upgrades to their Ignite service.
“[Rogers] told me it is only Digital TV customers, not Ignite customers, and that it was essentially because they want everyone to move over to Ignite. He actually said that,” one resident commented. “The guy was actually trying to up-sell me.”
Bullet Point News reached out to Rogers for comment, reading them some of the statements that had been made online.
Rogers would not comment on anecdotal customer service interactions, nor did they directly address the alleged up-selling by customer service agents.
“During service interruptions, our customer service teams are here to support our customers while our technical teams work to resolve the issue as quickly as possible,” Rogers told us. “We always strive to deliver the best possible service experience for our customers and in cases where our agents can do better, we will work to make it right.”
According to Rogers, delays in restoring Digital TV service were due to a necessary service routing change and complexities surrounding fibre repairs.
This most recent outage follows months of intermittent service interruptions throughout the Stouffville area, which is an ongoing concern across local social media pages.
“We are…continually investing in our network and our products to stay ahead of demand and deliver services our customers can rely on,” Rogers added. “We sincerely apologize to our impacted customers in Stouffville for the service interruption.”
Apologies, explanations, and refunds don’t seem to be enough for some, as related social media discussions regularly shift to considerations over service provider changes.
