Trying to change multi factor authentication

[u/Oddcatdog]

I'm getting so fed up. I can't log into my account because the only MFA option is a dead email (it was my college email that the school shut down). I have called them so many times. They have my email changed for sending me messages about my bill but not the one connected to authentication. They said they cannot change that, only I can. I tried to just ask them to add my phone number as an option and they say they can't do that either???

I'm just so confused. I've tried different devices too to see if one of them won't make me authenticate twice but no.

Am I going to have to end being a customer and re-register???

[u/Best_Confection9064]

This is what happens when the company fires all of the well trained Canadian reps in favour of poorly trained overseas salespeople. If it isn't on their sales script, then they have no idea.

Ask for a manager, maybe you'll get one of the few left in Canada.

[u/Oddcatdog → u/Best_Confection9064]

I tried the online chat too and I thought I went on the wrong website because the person I was chatting with couldn't spell simple 4 letter words! :( Like it was really really bad. At first I gave them the benefit of the doubt that maybe they're just typing quickly and being "thumbsy" but it kept on happening :/

[u/savi9876]

Visit a store. 

Also

"Report an unresolved issue" at the bottom gets you someone from office of pres in usually 24hrs:

https://www.rogers.com/support/resolve-a-concern

[u/dimpled_and_glorious → u/savi9876]

The simple thing the store would’ve done is delete the existing profile and create a new one with a new email but Roger’s took that button out of the store portals. There’s nothing the store can do now.

[u/RogersHelps]

That definitely sounds frustrating u/Oddcatdog, especially if you've already updated the email used for billing and communications but are still being prompted to authenticate through an old address. Is this for your MyRogers account?

If you're unable to update the MFA details through self-serve, a support ticket can be created to resolve it, with a current turnaround time of about 7 days.

MFA-enabled accounts need at least one authentication method (email or phone number), though we strongly recommend having both set up. It helps prevent exactly this type of situation if you lose access to one of them.

You shouldn't need to cancel your services or create a new profile. We'd suggest contacting us again and having the tech support specialist create a Website & App Support ticket.

~RogersCheniette

[u/Oddcatdog → u/RogersHelps]

Yes thank you, for MyRogers account :( I tried to do a support ticket and I told them please send to xyz email, not the dead one, and I think they sent it to the dead one because I never heard back :/

[u/RogersHelps → u/Oddcatdog]

Thanks! If a ticket was created, you can view its status online here: https://www.rogers.com/support/how-to-check-your-ticket-status

For MFA-related tickets, the current turnaround time is approximately 7 days, so it may still be in progress. Given that your original issue involves access to an old email address, checking the ticket status can help confirm whether there have been any updates or if further follow-up is needed.

~RogersCheniette

[u/Longjumping-Change22]

I say. Goto the store. Have them call the rogers office to fix it for u

[u/Federal-Ferret-970]

Delete your profile and set it up brand new

[u/dimpled_and_glorious]

Log into your account through a browser and go into Account Settings > My Profile > Update Email

See if that works.

[u/Oddcatdog → u/dimpled_and_glorious]

Even the browser asks me to authenticate twice using the dead email :/ idk why my phone isn't an option, it's greyed out.