Rogers and Fido Bid Farewell to Forums Amid 3G Shutdown
In a meaningful shift, Rogers has decided to shut down its forums page, making it harder for users to find specific assistance. This change also affects Fido customers. The move comes alongside the ongoing 3G network shutdown, which is set to impact many users.
declining Forum Engagement
A spokesperson for Rogers shared that there has been a “dramatic decrease” in forum activity over recent years. Actually, participation plummeted by 50% just in 2024 alone. While the company did not specify other potential reasons for this decline—like website design issues—it’s clear that fewer people are using these forums.
“As we continue to invest in digital tools and self-service options that help our customers find what they’re looking for faster, we’re exploring alternative options given the dramatic decrease in participation on the forums,” said Zac Carreiro from Rogers. He emphasized their commitment to providing an excellent customer experience and encouraged users to utilize their self-service support articles or chat with representatives rather.
The Abrupt Removal of Valuable Resources
The sudden removal of these pages feels jarring. Many users relied on them for valuable data about specific devices and troubleshooting tips that are now lost. Although Rogers claims this decision isn’t linked to their recent sale of data centers announced today, they have yet to clarify where the forums were hosted or how extensive their database was.
Introducing AI Support Tools
Rogers has rolled out a new AI support tool designed to answer customer inquiries efficiently. However,as seen with similar technologies,there’s always a chance it might provide incorrect information at times. During my brief test run with it, I found it fairly reliable but noted that specificity is key when asking questions.
This raises concerns about how well this tool will assist customers dealing with new updates like iOS 26 or Android 16.
The Impact of Staff Layoffs on Customer Service
This year has seen significant layoffs within Rogers’ call centre staff as well; though, the company hasn’t confirmed whether those positions will be filled by other employees or if more AI solutions will take over those roles rather. Many former workers reported having trained AI bots during their tenure at the company—raising eyebrows about whether automation is becoming more prevalent in customer interactions.
A Frustrating Experience with Fido's Support System
If you’re trying to reach someone at Fido directly, your only option is scheduling a callback after navigating through an frequently enough frustrating chatbot system—whether online or via phone support lines. While some argue this method can effectively address simple issues quickly enough, I worry about how arduous it could become if someone faces serious problems like fraud.
Selling Off Data Centers: A Financial Strategy?
In related news today from Rogers: they are selling off part of their data center portfolio as part of efforts aimed at reducing debt by divesting non-core assets.
While details regarding profits from this sale remain undisclosed following major investments into MLSE and constructing a new stadium earlier this year—the latest earnings report indicates financial struggles compared to previous years.
