I'm having a hell of a time trying to upgrade my service with start, and am getting very slow (but patient) progress with support.
Last friday, I called in a modem upgrade to my account, a Hitron CDA3-35, so I could sign up for the 250MB service. I was told the modem upgrade would take a couple of hours and that my new modem would be activated. I get the phone call saying as much, and no luck. New modem's US/DS lights are flashing blue, modem stats say network access denied, and the old modem still works.
So I call in to support, and they say it could take till midnight. So I give it to the next morning, still no dice, old modem still works.
Call in again, and I'm told it's a provisioning issue, even though the mac and SN are entered properly, so they hit a ticket back to rogers, told me to wait 24/48 hrs.. leave the new modem connected, and things should work.
Wait the day, Still nothing, Rogers came back saying there was no provisioning issue.
So we throw the old modem in, and it still works.. which leads me to believe something wasn't submitted somewhere. So they throw the ticket in again, saying they're calling it a swap instead of an upgrade, and things should work in a few hours. I get another call to inform me my new service should work and to check whenever I can, I asked what the issue was and was told it was a "temporary issue in my area". I get home and check.. no dice, same flashing lights, same network access denied issue. Call into support again, they tell me that it's now a "RF" issue (but hey, my old modem still works and gives me service, but I can't use it because Rogers needs the new modem connected to do their tests), and that I need to wait another 24/48 hours for rogers to respond.
So here we are, 5 days since I originally called in the upgrade, and I'm being told once again to wait 24/48 hours for rogers to respond, and that you guys can't pick up a phone to escalate since "No department exists to call".. How the hell is this even possible? The old modem still works so obviously someone somewhere didn't hit save on something, or didn't push something through.
Can anyone shed some light on what is going on here?
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