Arlichv wrote:
I am in Hamilton. I assume sending a tech to my place was the next step as it would have been with Shaw, not "Oh well, your equipment won't work so come get different equipment from us."
IMO (which is made up of quite a few years in retail management) that's just poor customer service, regardless if there was an unforeseen problem. Putting responsibility on the customer for solving an unforeseen problem is a great way to lose customers.
Am I overreacting in my dissatisfaction here? Again this is not my first foray into Rogers customer service debacles, as I mentioned earlier an issue with wireless a few years ago.
I don't know if you're overreacting or if my expectations of big companies are just absurdly low 
But in my experience with big companies, it's very difficult to get good/flexible customer service because the company is just too big for anyone to understand (or have the ability to affect) anything other than the little piece of the puzzle they've been trained on and that their boss has been given responsibility for. The big computer systems that manage the accounts work in a certain way, the people on the phone have been trained about certain things, and any person who might be able to cause things to work a different way is... absolutely impossible to reach.
So, the instant you have a problem that falls outside some well-defined boxes, ouch...
And I suspect that that's what's happened here. Your modem is outside the system. Normal tech support hasn't been trained at all on this transition. The specialized support that might be able to be helpful... is unreachable. And what you need more than anything is for someone to listen, write up a ticket, and send it to whatever engineering back office architected this transaction and can actually figure out what's going on.
Personally, I'd give them a few days. See if anything spontaneously changes. Try calling the specialized transition hotline again. Then in a few days, call them up and try to get a credit on your invoice.