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Rogers and Fido introduce a new network assistance tool

Recognizing that more people are turning to online support forums, Rogers, and by extension Fido, have introduced another self-serve network tool.

In a statement sent to MobileSyrup, NetworkAid provides a real time glimpse at how Rogers’ network is performing and allows customers to submit complaints through an easy-to-access interface.

In 2013, TELUS also launched a “Network Experience” app on its network that allows users to report network issues including dropped calls, failed calls, weak service, poor voice quality, etc. TELUS has also expanded the app to include surveys and network tips.

rogers network

The feature was rolled out in beta this past January. In three months, Rogers reports some significant findings.

A 17 percent reduction in network calls to technical support teams was noted. Furthermore, customers used the app 57 thousand times and the online tool 11 thousand times to check the status of their network.

rogers network aid

While using the tool, users have the ability to check network coverage availability in different areas, report issues with their service and ask Rogers to text or email them when the network issues they’ve reported have been resolved.

Rogers and Fido customers can access NetworkAid either through the online platform or through the mobile apps MyRogers or MyAccount.

Related reading:  CCTS report reveals drop in consumer complaints, singles out Rogers

[source]Rogers[/source]

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