What a difference a day makes. From someone last night who seemed not even to know what "firwmare" was (see my post last night), to this very tidy and efficient 4-5 minute online chat:
11:43 AM Support session established with Ton.
11:43 AM Ton: Hello, thank you for choosing Rogers Hi-Speed Internet & Home Phone Live Technical Support. My Name is Ton, how can I assist you today?
11:44 AM Me: Good morning. I would like to know how I can arrange to get the latest firmware for the Hitron CGN3 modem pushed to me. The current version in the field is 4.2.4.3 but mine is still running 4.2.4.1
11:44 AM Ton: Good Morning.
11:44 AM Ton: I am sorry to hear about this issue you are having. I will do everything possible to assist you with this.
11:44 AM Ton: May I verify your full home address?
11:45 AM Me xxxx
11:45 AM Ton: Thank you.
11:45 AM Ton: One moment please.
11:46 AM Ton: I apologize for the inconvenience. It appears that I will need to send a service ticket to the engineering department to have this issue investigated further. Can I ask you to wait one moment while I process this for you?
Which method of contact do you prefer to have used in order to contact you once the issue has been resolved or if further information is needed? Your options include phone call, email or SMS (text message).
11:47 AM Me xxx
11:47 AM Ton: You are welcome.
11:47 AM Ton: One moment please.
11:48 AM Ton: May I have your mobile number which we can send the sms?
11:48 AM Me xxx
11:48 AM Ton: Thank you.
11:49 AM Ton: Thank you for your patience. I have successfully opened a ticket for your issue and it has been sent to our engineering department for further investigation. Your ticket will be processed within 24-48 hours and you will be notified by our automated dialer via sms when this is fixed, or if we require more information from you. If you have any questions regarding the status of the ticket, you can also contact us by phone at 1-888-ROGERS1 (1-888-764-3771). Your reference number is xxxxxxxx
11:49 AM Ton: Is there anything else I can assist you with at this time?
11:49 AM Me: No. Thanks so much. Have a great day.
11:49 AM Ton: You're welcome and thank you for choosing Rogers Live Chat Support. Please feel free to contact us again if you need any further assistance at http://echat.rogers.com . You may end this session by clicking on the "X" button."
11:49 AM Ton: After this window closes you will receive a short survey. I’d appreciate it if you take a minute to fill it out. Thanks and have a great day!
11:49 AM Ton has ended the session.