Preparing for your Service Technician appointment

• Make sure someone over the age of majority is home for your appointment.
• Ensure that you know your MyRogers or MyRogers(Shaw) username and password.
• Please ensure someone at home knows the WiFi Network name and password as it may be required for troubleshooting. 
• Find the coaxial and/or Ethernet outlets in your house and make them easy to access for your technician.

• Live in an apartment building or something similar? The technician may need to access the cable room, so let your property manager know that we are coming.
• Provide safe access around your property. The technician may need to complete testing and installations outside your home. 
• Be aware that during the technician visit, disconnecting the internet may be necessary for troubleshooting.
• Secure and/or separate any pets from your technician and the workspace during the installation.

• Sign in to the My Shaw App 
  • Select the Chat option
  • Enter “I want to change my booking”
• Contact us

• The technician can arrive at any time during your appointment window. 
• Have your phone with you. The technician will call ahead to let you know they’re on their way. If they can’t reach you to confirm, they may have to cancel your appointment and move on to their next appointment. 
• They may need to go past the scheduled end time to complete the work.
• A service call fee may apply to residential service calls where the issue isn't related to Rogers’ service or equipment.

You'll be charged a fee. A missed appointment fee may also apply if:

• No one of the age of majority was present in the home when the technician arrived.
• You denied the technician entry to your home or didn't provide access to the equipment that needed repair.
• You cancelled or changed your appointment with less than 24 hours' notice, or you weren't available when the technician arrived.

Sometimes, there's an issue in your area, and we may need to cancel the appointment. 

We’ll let you know that we’ve cancelled the appointment by:  SMS text message, email, phone etc. (the communication method chosen when you booked your appointment).

If this happens, we’ll work to resolve the issue promptly and you’ll have to call in to re-book your appointment. You cannot re-book through self-serve in this case.

Your Rogers technician will enter your home with everyone’s safety as a priority. If they’re unable to safely enter and complete the installation, they'll discuss rescheduling your appointment.

Addressing the following conditions before your service technician appointment will help prevent any delay or reschedule of your appointment: 

• An abundance of belongings obstructing the path or work area
• Unsecured pets
• Unsafe/unsanitary conditions 
• Pest or rodent infestation

Feeling unwell?

If you or someone in your home is experiencing symptoms of cold, influenza or COVID-19, please consider rescheduling your professional installation appointment.