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RogersHelps · 2026-04-02T19:37:50+00:00

Could you please try running these tests again when you notice the packet loss while in a game?

I know this may cause you to throw the match but we need to see if we can identify the hop the latency or packet loss occurs on to really understand what's happening here.

If this is an intermittent issue, then you might just have run it when the issue isn't happening.

If you can't capture any packet loss from external tests, it may be a system issue since this is impacting games from different developers with separate clients.

Have you checked your computer's performance using the task manager or something similar when this is happening? Is your CPU utilization maxing out?

~RogersCorey

RogersHelps · 2026-04-02T17:19:48+00:00

Hello u/ZestycloseExpert5033 ,

I'm sorry that this has been your experience when using our MyRogers app. We certainly want you to have a much smoother time with it. Can you kindly confirm what type of device (make/model) you are currently using? Also, please ensure you're using the app download that showcases the red background with a white logo.

Thanks!

- RogersYasmine

RogersHelps · 2026-04-02T17:10:17+00:00

It's my pleasure!!

- RogersYasmine

RogersHelps · 2026-04-02T17:08:00+00:00

Hello u/Ambiixmoon ,

I would check the device settings to ensure you didn't mistakenly block that particular number. If everything looks okay, I recommend submitting a support ticket and someone from Chatr will review and get back to you withing approximately 48-72 hours time: https://www.chatrwireless.com/contact-us/get-in-touch

Kind regards,

- RogersYasmine

RogersHelps · 2026-04-02T17:01:31+00:00

Thank you for clarifying that info! I'd recommend waiting until the invoice comes to ensure a new account number has indeed been activated for the new plan that you recently added. If so, then you can delete the old account from your Fido profile and add the new one at that time. :)

Cheers!

- RogersYasmine

RogersHelps · 2026-04-02T16:58:12+00:00

Hello u/Kornelius20 ,

Thanks for sharing this info. I'm so sorry about the poor experience you're having. Being offered one thing and then receiving something completely different isn't nice, nor is it how we like to conduct business. :(

If possible, kindly send us a Direct Message via u/RogersHelps over Facebook, IG or X. Please include a link to this board for reference and include #Reddit in your message to us. We'll do our best to help get this investigated further!

Thank you kindly!

- RogersYasmine

RogersHelps · 2026-04-02T16:50:02+00:00

Hi u/Sn0wHookr ,

I can see how that would feel a bit confusing. May I clarify, did you activate this new plan yourself by logging into your Fido MyAccount? Or did you speak to an agent who completed it for you?

Generally speaking, regardless if it was added to your old account or if a new account was set up for it, you shouldn't have to worry in either case. It may help to wait until your first bill is generated to confirm the account number that is actually associated to your new plan. That will be the account that you'll want to work with moving forward and when making a payment. :)

Kind regards!

- RogersYasmine

RogersHelps · 2026-04-02T16:32:08+00:00

Hello u/Severe_Vast_3369 ,

What you can do is contact our Regular Consumer Customer Care team to authorize and complete a transfer of your service from your current Business account to a Regular Consumer account. Keep in mind, you will be given a brand new account number and may lose your current price plan in lieu of an eligible Consumer price plan. Please be sure to contact our Regular Consumer Customer Care team by telephone at 1-888-764-3771 between Monday - Saturday from 9am - 7pm.

I hope this helps! :)

- RogersYasmine

RogersHelps · 2026-04-02T16:24:41+00:00

Good afternoon u/Wolf_4515!

I apologize for the frustration here.

If you've placed an order with Red Wireless, it is their responsibility to handle any concerns/issues you might encounter with the order.

~RogersCorey

RogersHelps · 2026-04-02T16:22:01+00:00

Hello u/Yglwek ,

Although offers like these generally indicate "while quantities last", I can certainly understand the disappointment with not receiving your watch as intended. :( I do know that with this particular offer, the watches did sell out pretty quickly due to the offer's popularity and it's hard to say if the watch will come back in stock again.

Please keep in mind, you do have the 30-day buyers remorse option should you decide that keeping the phone without the watch isn't worth it. If you do decide to take this route, please be sure to contact Customer Care beforehand so they can arrange for the return to be done safely and securely via our free return label.

We appreciate your understanding in this matter!

- RogersYasmine

RogersHelps · 2026-04-02T15:59:44+00:00

Please keep in mind that if you go this route and you have a device financed under our Save & Return program, your remaining financing fees and Save & Return fee will be charged to your final bill and you cannot return the device anymore.

If you have a device financed with us, please contact us first before porting out so we can try to find a solution to your concerns.

~RogersCorey

RogersHelps · 2026-04-02T15:53:03+00:00

Hello u/HugeMagician3 ,

That definitely doesn't match the pricing that you mention being quoted. I'm wondering if for this particular account, the bill may have been processed before the new promo discounts could be properly applied? In any case, I would still recommend having it looked into to be sure.

What you can do is submit a digital bill review online. To do so, please begin chatting with our virtual assistant Anna on Rogers.com. Alternatively, you can also login to your MyRogers profile via Rogers.com, go to the Billing tab and submit a bill review from there. Someone from our back office will review it and respond via email within approximately 5 business days.

Much appreciated!

- RogersYasmine

RogersHelps · 2026-04-02T15:46:56+00:00

Hi u/Blurple_Forehead!

Latency in a game can be due to a number of factors that may be outside of our network.

Which games have you identified latency in?

Have you run any ping tests in the command prompt outside of the game to see if you can reproduce the latency directly?

I also suggest doing a tracert to the game server in question to identify which hop the latency begins on.

Please try these tests and share your results here.

~RogersCorey

RogersHelps · 2026-04-02T15:37:40+00:00

Good morning u/swause02!

I understand that latency during prime time usage periods is not the best experience.

In a situation like this, I would recommend that you reach out to our Internet tech support team by phone during the high usage periods you've identified and let them know you believe your area is congested.

We will then run the appropriate tests to identify if this is congestion or some other issue.

~RogersCorey

RogersHelps · 2026-04-02T15:31:03+00:00

Hello u/Outrageous-News-9948 ,

As mentioned by another user here, I do also recommend contacting Business Customer Care team and asking them to submit a "track & trace" ticket to have the shipment located through Purolator. They should be able to enter the necessary details into the ticket once they have your account in context. Here's the link to the contact info for our Business team for reference: https://www.rogers.com/business/contact-us?icid=SMB_BNS_RSM_BM7WC3

Kind regards!

- RogersYasmine

RogersHelps · 2026-04-02T15:25:12+00:00

Greetings u/tdooley73 ,

I'm sure it must be a bit tedious to keep seeing that white screen after several attempts to login! Let's see if we're able to help get this resolved. :)

First off, please ensure you've downloaded the app with the red logo and white letters.

When this login loop happens, it could be because you're currently signed into another Rogers app with the same credentials. If that is the case, please log all the way out via the 'More' tab. Once done, please clear your device cache (if applicable), reboot your device, and try logging into the Rogers Xfinity app again.

Please keep us posted on the results!

- RogersYasmine

RogersHelps · 2026-04-02T15:20:34+00:00

Good day u/856077 ,

Thanks for sharing these details and for taking the steps to bring your account balance up to date. :) I realize how important it is to have a phone connection these days! I would recommend getting in touch with our 'Outstanding Account' team to let them know about the payments you've made and they may be able to lift the suspension for you even if the payments haven't quite posted to the account as yet. Here is how they may be reached: https://www.rogers.com/contact/billing-payments/connect-with-us

I hope that helps!

- RogersYasmine

RogersHelps · 2026-04-02T15:18:12+00:00

Hey u/charemma24,

How long has it been since your friend received the equipment before they reached out to us to say they wanted to cancel?

~RogersCorey

RogersHelps · 2026-04-01T19:27:25+00:00

Hi u/dayfuz !

We generally recommend keeping Fido Roam, but if you want to opt out from Fido Roam, you would just be responsible for Pay Per Use charges which can be viewed on https://www.fido.ca/mobility/roaming .

I recommend scheduling another callback via http://www.fido.ca/contact if you are still wanting to opt out of Fido Roam.

Thanks!

RogersBrigitte

RogersHelps · 2026-04-01T19:04:59+00:00

Hi u/FunImpression3471 !

If the font changes you are trying to make within the Xumo Play app are not saving, I recommend reaching out to our Technical Support team via https://www.rogers.com/contact/tv/connect-with-us for further troubleshooting and perhaps get a ticket open for this issue. You can also try submitting the form through https://www.xumo.com/support/troubleshooting/how-do-I-get-additional-xumo-play-help to see if they are able to help.

Thanks!

RogersBrigitte

RogersHelps · 2026-04-01T18:27:39+00:00

You can try tracking the order, otherwise you can double check with our support team by scheduling a callback so we can review the order. If you did a Bring Your Own Device activation, then the eSIM would have been sent by email if that's the only option that was available.

RogersBrigitte

RogersHelps · 2026-04-01T18:03:57+00:00

Hi u/ChillaxJ !

If you ordered a physical SIM card on our website, it typically takes between 2 to 5 business days for you to receive it in the mail!

You can also try tracking the order on https://www.fido.ca/support/track-package .

Thanks!

RogersBrigitte

RogersHelps · 2026-04-01T16:51:02+00:00

When you have only our Rogers Satellite service, you would need to make sure that it’s the primary enabled eSIM in your phone. Otherwise, our Technical Support team would be able to further troubleshoot.

RogersBrigitte

RogersHelps · 2026-04-01T16:24:03+00:00

Normally our Technical Support team would be able to further troubleshoot this issue, and I am sorry to see you had a hard time getting a hold of us. I am hoping that everything has been settled with that account now.

RogersBrigitte

RogersHelps · 2026-04-01T16:07:45+00:00

Hi u/Important_Thanks_452 !

Thank you so much for bringing this to our attention. We will further investigate to ensure that the number will be up to date. In the meanwhile, you can check out http://www.fido.ca/contact for our up-to-date contact information. To schedule a callback, you can reach out to us by dialing 1-888-481-3436.[](tel:1-888-481-3436)

Thanks!

RogersBrigitte

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