Rogers has abruptly shut down its community forums, leaving its customers with an AI chatbot as the main option for resolving technical issues.
Abrupt end of a valuable resource
Without warning, Rogers removed all of its forum pages, taking with them years of technical device information and community solutions. Fido is facing the same fate in this digital purge.
Spokesperson Zac Carreiro justifies this decision by citing a “dramatic drop” in traffic, with a 50% decline just in 2024. The provider now prefers to direct its customers to self-help articles or its new AI chatbot.
This closure is part of a broader strategy to depersonalize customer service. Rogers has carried out several layoffs in its call centers this year, while remaining employees are tasked with training the AI bots.
The new automated support tool works well for basic questions but remains fragile when dealing with complex issues.
