Re: Rogers Account Issue (Case #06687489)

Hi Aaron

Thank you for the confirmation,

The transfer of responsibility has been completed effective immediately.
�    Number :   778-288-3528
�    Transfer to account : 785976853
�    Plan :  (75.00 - 46% discount)40.50$ 25GB voice and data pooled
�    Department / department code : n/a
�    The number will appear on the next invoice on September 24th 2024
�    There will be a partial charge for this line to cover the current billing cycle.
�    There will be partial credits and if applicable any usage charges on the old account 934376013 for the current billing cycle.
�    Please advise the user that the voice mailbox will be reset. The temporary password: 3528
�    If the user is experiencing difficulties with the network, please advise the user to restart the device.

Hope, I was able to assist you with your request

Your business is important to us; please do not hesitate to contact us should you have any additional inquiries.
Thank you for choosing Rogers as your service provider.
Amal Rahal
Conseill�re d'affaires, Services Affaires Sans-fil
Business Consultant, Business Service Wireless

4000-800, de la Gaucheti�re Ouest
Montr�al, QC H5A 1K3
TEL:1-877-274-3375
Rogers.SoutienAffaires@rci.rogers.com / Rogers.BusinessSupport@rci.rogers.com

From: Aaron Worob [aaron.worob@thekey.com]
Sent: 2024-09-11 12:33
To: rogers.soutienaffaires@rci.rogers.com
Cc: jhawkins@thekey.com; craig.ackerson@thekey.com; mark.warner@thekey.com; tt@thekey.com; charifmoustapha.mohamed@rci.rogers.com; alexandre.galipeau@rci.rogers.com; it@thekey.com
Subject: Re: Rogers Account Issue (Case #06687489)

Hi Amal:
Yes, we would want that line on the same account as the others.
Thank you,
Aaron Worob
Network/Systems Administrator
aaron.worob@thekey.com
(650) 270-2347

Contact IT Support 8am-9pm est @ (888)838-1955 | hca.freshdesk.com

On Wed, Sep 11, 2024 at 12:31?PM Rogers Soutien Affaires <rogers.soutienaffaires@rci.rogers.com> wrote:
Hello Aaron

Thank you for your email

The line 778-288-3528 was active under the account number 934376013. All the lines on that account were either cancelled or transfert to an other account # 785976853

I've reactivated the line as requested

Would you like to transfert the line from the account 934376013. to the account 785976853 on the price plan (75.00 - 46% discount)40.50$ 25GB voice and data pooled

Looking forward for your reply.

Your business is important to us; please do not hesitate to contact us should you have any additional inquiries.
Thank you for choosing Rogers as your service provider.???????
Amal Rahal
Conseill�re d'affaires, Services Affaires Sans-fil
Business Consultant, Business Service Wireless

4000-800, de la Gaucheti�re Ouest
Montr�al, QC H5A 1K3
TEL:1-877-274-3375
Rogers.SoutienAffaires@rci.rogers.com / Rogers.BusinessSupport@rci.rogers.com

From: Aaron Worob [aaron.worob@thekey.com]
Sent: 2024-09-11 12:20
To:  rogers.soutienaffaires@rci.rogers.com
Cc: jhawkins@thekey.com; craig.ackerson@thekey.com; mark.warner@thekey.com; tt@thekey.com;  charifmoustapha.mohamed@rci.rogers.com;  alexandre.galipeau@rci.rogers.com;  it@thekey.com
Subject: Re: Rogers Account Issue (Case #06687489)
Hi Amal:
Thank you for that clarification, but this line needs to be active as it is deployed to a user in the field. We need it reactivated ASAP.
Thank you,
Aaron Worob
Network/Systems Administrator
aaron.worob@thekey.com
(650) 270-2347

Contact IT Support 8am-9pm est @ (888)838-1955 | hca.freshdesk.com

On Wed, Sep 11, 2024 at 12:18?PM Rogers Soutien Affaires <rogers.soutienaffaires@rci.rogers.com> wrote:
Hello Aaron

Thank you for the email

The line 778-288-3528 has been cancelled on August 23 2024 therefor this is why it will not appear under account maintenance.

Only the active lines will show on account maintenance.

Hope, I was able to guide you with your request.

Your business is important to us; please do not hesitate to contact us should you have any additional inquiries.
Thank you for choosing Rogers as your service provider.

Amal Rahal
Conseill�re d'affaires, Services Affaires Sans-fil
Business Consultant, Business Service Wireless

4000-800, de la Gaucheti�re Ouest
Montr�al, QC H5A 1K3
TEL:1-877-274-3375
Rogers.SoutienAffaires@rci.rogers.com /  Rogers.BusinessSupport@rci.rogers.com

From: Aaron Worob [aaron.worob@thekey.com]
Sent: 2024-09-11 10:29
To:  rogers.soutienaffaires@rci.rogers.com
Cc: jhawkins@thekey.com; craig.ackerson@thekey.com; mark.warner@thekey.com; tt@thekey.com;  charifmoustapha.mohamed@rci.rogers.com;  alexandre.galipeau@rci.rogers.com;  it@thekey.com
Subject: Re: Rogers Account Issue (Case #06687489)
Hi Rogers Support:
I'm able to access my account, but the account numbers don't match what you've provided here, and I'm unable to make any changes to any of our lines. Please see the screenshot below:
Specifically, this line was deactivated during all of this, but the line is still in use and needs to be active. The phone number is: 778-288-3528.
Thank you,
Aaron Worob
Network/Systems Administrator
aaron.worob@thekey.com
(650) 270-2347

Contact IT Support 8am-9pm est @ (888)838-1955 | hca.freshdesk.com

On Wed, Sep 11, 2024 at 9:49?AM Rogers Soutien Affaires <rogers.soutienaffaires@rci.rogers.com> wrote:
Hello John

Thank you for the information,

1- As per your request, the following contacts are  now authorized to act on your company's behalf HOME CARE ASSISTANCE (MONTREAL) INC -

John Hawkins
Gabriel La
Aaron Worob
Mark Warner
Craig Ackerson
The authorized persons are now able to request changes and/or information which may be financially impacting to the account(s) listed below.

Account # 7-8597-6853

Please note that authorized persons cannot submit activation or equipment upgrade requests within 30 days of being added to the account.

2- All the new contact has already acess to the Business Self Serve Portal , I grant them acess to the account 7-8597-6853.

Hope, I was able to assist you with your request

Your business is important to us; please do not hesitate to contact us should you have any additional inquiries.
Thank you for choosing Rogers as your service provider.

Amal Rahal
Conseill�re d'affaires, Services Affaires Sans-fil
Business Consultant, Business Service Wireless

4000-800, de la Gaucheti�re Ouest
Montr�al, QC H5A 1K3
TEL:1-877-274-3375
Rogers.SoutienAffaires@rci.rogers.com /  Rogers.BusinessSupport@rci.rogers.com

From: John Andrew Hawkins [jhawkins@thekey.com]
Sent: 2024-09-10 16:11
To:  rogers.soutienaffaires@rci.rogers.com
Cc:  craig.ackerson@thekey.com;  mark.warner@thekey.com;  tt@thekey.com;  aaron.worob@thekey.com;  charifmoustapha.mohamed@rci.rogers.com;  alexandre.galipeau@rci.rogers.com;  it@thekey.com
Subject: Re: Rogers Account Issue (Case #06687489)
We need online access for the following people on the account and that they are authorized users on the account. Gabriel should be the primary owner on the account.

John Hawkins
jhawkins@thekey.com
503-506-0992
Gabriel La
it@thekey.com
650-257-2395

Aaron Worob
aaron.worob@thekey.com
650-270-2347

Mark Warner
mark.warner@thekey.com
402-356-0259

Craig Ackerson
craig.ackerson@thekey.com
240-235-1990
On Tue, Sep 10, 2024 at 4:05?PM Rogers Soutien Affaires <rogers.soutienaffaires@rci.rogers.com> wrote:
Hello Charif

Thank you for contacting Rogers Business Support. We hope this email finds you well and that you are having a pleasant day so far!
My name is Amal and I can definitely assist you with your inquiry today.

Could you provide the contact number for each new contact authorize level 1 that needs to be added to the account # 7- 8597-6853?

As well, do we need to create them an access to the business self-serve portal?

Looking forward for you reply

Please do not hesitate to contact us should you have any additional inquiries.

Thank you for your great work with our Rogers� customers, have a great day!

Amal Rahal
Conseill�re d'affaires, Services Affaires Sans-fil
Business Consultant, Business Service Wireless

4000-800, de la Gaucheti�re Ouest
Montr�al, QC H5A 1K3
TEL:1-877-274-3375
Rogers.SoutienAffaires@rci.rogers.com /  Rogers.BusinessSupport@rci.rogers.com

From: Charif Moustapha Mohamed [charifmoustapha.mohamed@rci.rogers.com]
Sent: 2024-09-09 15:01
To: jhawkins@thekey.com;  rogers.soutienaffaires@rci.rogers.com;  alexandre.galipeau@rci.rogers.com
Cc: tt@thekey.com; aaron.worob@thekey.com; it@thekey.com;  craig.ackerson@thekey.com;  mark.warner@thekey.com
Subject: Re: Rogers Account Issue

@John Andrew Hawkins Pleasure speaking to you this afternoon. Will make sure that your request is completed.

@Rogers Soutien Affaires Hi Team, would you please grant access on portal for the users below. They need to be added also has authorized level 1 so that they can call or send email for support.

Account # 7-8597-6853

Aaron Worob aaron.worob@thekey.com

Craig Ackerson craig.ackerson@thekey.com

Gabirel La it@thekey.com

John Hawkins  jhawkins@thekey.com

Mark Warner mark.warner@thekey.com

Feel free to reach out to me if you have any questions.

Regards,

Charif M.Mohamed
Gestionnaire de comptes | Account Executive
Rogers communications
800 de la Gaucheti�re ouest, Bureau 4000 Montr�al, Qu�bec
e charif.mohamed@rci.rogers.com
m 438-988-3119

From: John Andrew Hawkins <jhawkins@thekey.com>
Date: Monday, September 9, 2024 at 2:09?PM
To: Alexandre Galipeau <Alexandre.Galipeau@rci.rogers.com>
Cc: Charif Moustapha Mohamed <CharifMoustapha.Mohamed@rci.rogers.com>, Timothy Thomas <tt@thekey.com>, Gabriel La <it@thekey.com>, Aaron Worob <aaron.worob@thekey.com>, Craig Ackerson <craig.ackerson@thekey.com>, Mark Warner <mark.warner@thekey.com>
Subject: Re: Rogers Account Issue

We still have not heard back on this. The lack of customer service on this issue has been glaring. When will this be resolved?

On Fri, Sep 6, 2024 at 8:35?AM John Andrew Hawkins <jhawkins@thekey.com> wrote:

Greetings Alexandre,

That wasn't the account that was requested to consolidate into. IF we are going to go forward with 7-8597-6853 as the primary account number, I'll need you to create full admin access to the account for myself and my other team members. In addition we will need to verify that we are all authorized users on the account and that my boss Gabe is listed as the primary account holder if you have an entry for it.

Aaron Worob aaron.worob@thekey.com

Craig Ackerson craig.ackerson@thekey.com

Gabirel La it@thekey.com

John Hawkins  jhawkins@thekey.com

Mark Warner mark.warner@thekey.com

On Fri, Sep 6, 2024 at 8:05?AM Alexandre Galipeau <Alexandre.Galipeau@rci.rogers.com> wrote:

Hi John,

All the lines were transferred under 1 account which is under the name HOME CARE ASSISTANCE (MONTREAL) INC and account number : 7-8597-6853

I see 21 numbers under this account, when I log in under your profile, I do see all 21 lines and the august bill is available on the online portal.

Regards.

Alexandre Galipeau
Inside account Manager | Gestionnaire de compte interne

Rogers for Business | Rogers service Affaires
800 de la Gaucheti�re ouest, Bureau 4000 Montr�al, Qu�bec

m 514.298 4755 e alexandre.galipeau@rci.rogers.com

De : John Andrew Hawkins <jhawkins@thekey.com>
Envoy� : 5 septembre 2024 17:42
� : Alexandre Galipeau <Alexandre.Galipeau@rci.rogers.com>; Charif Moustapha Mohamed <CharifMoustapha.Mohamed@rci.rogers.com>
Cc : Timothy Thomas <tt@thekey.com>; Gabriel La <it@thekey.com>; Aaron Worob <aaron.worob@thekey.com>; Craig Ackerson <craig.ackerson@thekey.com>; Mark Warner <mark.warner@thekey.com>
Objet : Rogers Account Issue

Greetings Alexandre & Charif,

We are lo longer able to access our cell numbers from the online portal. All lines show as disconnected on the online portal. Could you verify which account where our phone numbers reside?

John Hawkins
Senior System Administrator

jhawkins@TheKey.com
(503) 506-0992

Canada's Largest and Most Reliable 5G Network

This communication is confidential. We only send and receive email on the basis of the terms set out at https://www.rogers.com/emailnotice

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Canada's Largest and Most Reliable 5G Network

This communication is confidential. We only send and receive email on the basis of the terms set out at  https://www.rogers.com/emailnotice

Le r�seau 5G le plus �tendu et le plus fiable au pays

Ce message est confidentiel. Notre transmission et r�ception de courriels se fait strictement suivant les modalit�s �nonc�es dans l�avis publi� � www.rogers.com/aviscourriel

Canada's Largest and Most Reliable 5G Network

This communication is confidential. We only send and receive email on the basis of the terms set out at  https://www.rogers.com/emailnotice

Le r�seau 5G le plus �tendu et le plus fiable au pays

Ce message est confidentiel. Notre transmission et r�ception de courriels se fait strictement suivant les modalit�s �nonc�es dans l�avis publi� � www.rogers.com/aviscourriel

Canada's Largest and Most Reliable 5G Network

This communication is confidential. We only send and receive email on the basis of the terms set out at  https://www.rogers.com/emailnotice

Le r�seau 5G le plus �tendu et le plus fiable au pays

Ce message est confidentiel. Notre transmission et r�ception de courriels se fait strictement suivant les modalit�s �nonc�es dans l�avis publi� � www.rogers.com/aviscourriel

Canada's Largest and Most Reliable 5G Network

This communication is confidential. We only send and receive email on the basis of the terms set out at  https://www.rogers.com/emailnotice

Le r�seau 5G le plus �tendu et le plus fiable au pays

Ce message est confidentiel. Notre transmission et r�ception de courriels se fait strictement suivant les modalit�s �nonc�es dans l�avis publi� � www.rogers.com/aviscourriel

Canada's Largest and Most Reliable 5G Network

This communication is confidential. We only send and receive email on the basis of the terms set out at  https://www.rogers.com/emailnotice

Le r�seau 5G le plus �tendu et le plus fiable au pays

Ce message est confidentiel. Notre transmission et r�ception de courriels se fait strictement suivant les modalit�s �nonc�es dans l�avis publi� � www.rogers.com/aviscourriel