So - yes - with a bit of struggling the solution seems to be in.
I >was< on a corporate account prior (long story), but had switched over the phone in question to a regular service. I don't know if I remained within business/corporate b/c my other line is still there, or if they just forgot to transfer that one over - whatever - my account still shows as corporate and corporate is closed on weekends (or at least Sundays).
I did manage to get a CSR through regular 1-888-ROGERS-1 and I explained that I had just spend 25 mins on the phone with a CSR until getting transferred to the corporate solutions and finding out they were closed. A very helpful CSR tried one thing and couldn't do it, then said he would transfer me to the retention department because they have a lot more access to accounts than he does.
After a rather long wait on hold (it's the weekend, I'm sure they are lightly staffed and I don't hold that against them - I work weekends too - bleh) I got another very helpful CSR (Retention-CSR?
) who says he does indeed see the note in my account and is currently processing the order (just checking to be sure he has the process correct).
So *fingers crossed* - it looks like I'll be FINALLY getting my upgrade phone! Just waiting for him to come back on the line and give me the details and tracking info!
Yay! Thanks Mary and others.
Al
p.s. All CSRs today were very helpful - even with the transfer to a dep't that was closed. It's a big company, I don't expect every spoke in the cog to know the business hours of every department
.