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Rogers Customer Care To No Longer Update My5 Numbers For Clients

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The following policy change only affects Rogers customers who are subscribed to a wireless voice plan that includes the My5 or My10 calling feature.

Recently, Rogers made a policy update wherein My5 or My10 subscribers will no longer be able to call Rogers customer care to update their numbers. Previously, users were able to call in to Rogers and have a representative change the numbers and have those numbers made effective immediately.

This policy change was essentially made to reduce the number of callers into Rogers because I suppose the company doesn’t want to provide customer service? Maybe, maybe not. So while you cannot update over the phone anymore, there are two other methods.

The alternative methods of updating your numbers (and this is the push-back you’ll get if you call) is to use your account on Rogers.com or the Rogers My Account app if you have an iPhone, Blackberry, and so on.

Why This Policy Change Is Inconvenient

While this policy change is generally not a bad thing, it is very inconvenient.

The first problem is that by updating your My5 or My10 numbers online at Rogers.com or through the Rogers My Account app, customers have no idea if the changes are actually in effect (and don’t be surprised if the numbers didn’t update) potentially causing hundreds of dollars in unknown overage minute fees.

To confirm the changes, you have to call in and ask but then why wouldn’t the Rogers representative just update your numbers anyway?! So that’s the first issue.

The second problem is that the specific My10 feature cannot be updated through the Rogers My Account app. If you have My10 and try to update your 10 numbers, after tapping Save, your last five numbers are deleted or at least that is what it looks like. So to confirm if the numbers still exist, you have to visit Rogers.com but this still provides no certainty. So you are forced to call in to Rogers and we are back to problem one above.

As a My5 or My10 subscriber, how do you feel about this?

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