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3.8 428 Reviews

Rogers Communications Complaints Summary

294 Resolved
132 Unresolved
Our verdict: With a good resolution rate, Rogers Communications generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Rogers Communications reviews & complaints 428

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Newest Rogers Communications reviews & complaints

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E
7:02 pm EDT
Featured review
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Rogers Communications - bad service, overcharging bills, false advertisement for the most part, mostly idiot customer service

The only reason I got a Rogers wireless plan was because of their cell phone selection and because they have plans in line with telus here in Quebec. After the first bill I already had a problem, I was charged the $30 activation fee even though I wasn't suppose to due to a promotion, thankfully, a simple call solved that issue. Now time to be blunt, my...

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7:27 am EDT
Resolved
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Rogers Communications liars

Roger's Video told me I could return a video game accessory if unopened. I was buying it as a gift and was not sure if the recipient already had one.

When I tried to return it, they would only exchange it for the exact same item.

To make it worse, they told me to come back in a week when the manager was in.

So I bought a useless product and am stuck with it because Roger's video lied to me and they will not empower their employees.

Next time I am going to Wal-mart. Roger's Video ***.

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1234Robert
Milton, CA
Jun 30, 2011 8:28 pm EDT

I also spent an hour buying tickets from Rogers video, the employees could not even print me a receipt for the tickets. Then the printer they used was messed up and the tickets look almost forged. I will never buy jays tickets again from a Rogers video store, I would have better luck with a scalper at the gate. What a lame excuse for a store, they are owned by the same company that owns the Rogers center in Toronto where the Toronto Blue Jays play baseball they should be state of the art. The long line up at the register in the store was full of people paying cable, phone and cell bills etc. It must have been welfare day. If I ever walk into a Rogers video store again it will be to soon. I will buy my tickets on line or on ebay from now on!

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TomCanada89
Oshawa, CA
Mar 26, 2011 3:19 am EDT

As soon as Rogers Video released Blue Jays Tickets for the 2011 season, I went the day it came out to buy them for the home opener. I called my local rogers video to buy them and they said their computers are not working and they never got privilages to sell them at the moment, which was fine because i will just call another rogers video. I called another rogers video the next day and they said they have tickets, great! I went there and they tell me their printer does not work, are you kidding me? Youre rogers video! you sell electronics! and you don't have a working printer?! I was upset, but no worry, the next day I called a 3rd rogers video, they have tickets, and quess what? They do have tickets! I was very happy when they told me they everything works. Unfortunately the home opener was sold out, I was furious! I called 2 stores and they could not provide help to sell tickets, wow thank you rogers video. But I did buy 3 tickets to the game after the home opener, and yes we have another problem. Guess how long it took to buy them? 1 hour! They were the most clueless employees I have ever seen, because all 3 employess, yes 3, had no idea how to sell them through their computers. If i can buy stuff on eBay, I'm pretty sure it is not that hard to do to print of tickets, like seriously? So in the end, Rogers Video destroyed my chances to ever see a home opener because of stupid problems. Go buy tickets at bluejays.com

ComplaintsBoard
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2:11 pm EDT

Rogers Communications liars and thieves

I can't believe the nerve of Rogers... 3 years ago, i had a rogers cell phone, every month Rogers cut my phone off, and they would charged me a re-activation fee 80$. I was told by rogers that i had a 400$ cap on my account, rogers would call at 200$ and start to harass me about the bill... you could place your money on the fact that in 3 days my phone would be cut... and again i had to repay the activation... then one day, someone at rogers decided it would be a good idea to consolidate my account.

Since i had internet Digital Cable and the phone... now my phone was being cut every 2 to 3 weeks...
i called rogers and asked who allowed this to happen, i was advised that it was a customer service initiative to save rogers clients money?!... I then requested that this "consolidation" be removed i was advised that they couldn't do this until the bill had been paid in full... so i went to the local rogers outlet and paid the bill off.

When i got home that night i called rogers again to un-link my account,... the customer service toadies advised me that this would not be done as my next months bill had not been paid I got really upset and finally after a lot of screaming and pulling the rest of my hair out... the rep finally agreed. A few months later i get a warning from rogers reporting that they had not receive a payment from me in the past few months...

I had just the day before went to the rogers outlet and paid over 300$ towards the account, but when i called customer service, no payment was found. I advised the customer service rep that the bill had in fact been paid, and that i would not re-pay the bill, which started a war with rogers. Every month my upper channels were canceled, 40% of the time my internet was down... When i tried to complain and leave a note on my account, the rep i spoke to didn't mark anything in the notes for my account...

Even previously when my Daughter had passed away, i had called rogers to ask if they could hold back on the bill for a week as my 5 month old daughter had passed away and we had to use all our money to pay for the services, the rep advised that there would be no problem and that a note was applied to my account regarding this. The day of my daughters funeral my cell phone was cut, so i couldn't contact anyone for the services. When a called them back ( in tears i may add) they reported that there was nothing about this in my account notes and that it was my issue.

Anyways i had paid th ebill but rogers stated that it was my problem to prove that i paid the bill...
now this wouldn't have been an issue had it not been so long ago that i did pay the bill... hence i didn't have the receipt anymore. A few days later i get a call from a collections company demanding the outstanding amount on my account be paid... i advised the situation to them and the collections officer stated "why did they send this to us then? I reply that i didn't know but that i would try to find out what was happening... when i called rogers i was met with the most offensive person that i had ever talked to, who basically advised me that it was too bad and that they would mess up my credit rating if i didn't pay, i advised them that i would be talking to my Lawyer as they had adhered to their contract and i would not re-pay the bill.

I had been paying for internet and cable for the past 15 years, all the while my internet speed and overall service had been cut back... but my bill increased... this happened at least 4 times... my internet speeds were quoted lower and lower by rogers. but my bill still increased. So now 3 years after the fact, Collections is calling me for the same mobile phone issue, the missing payment... i advised then that it had been paid but since the rogers outlet i had been paying my bills at was shut down due to constant client and worker theft, i am left holding the bag again...

Last month i got fed up with the lousy service and changed over to bell.. my service is the best it has ever been!... and the cost is half of what i used to pay at rogers. I called Rogers and requested that they send someone to pick up there equipment, and the tech tried to give us an excuse why he had to go in our house, i refused, handed the tech the box of rogers parts, had the tech note all the serials received and he left. Now 1 week later i am in collections again... i never received a bill from rogers stating how much i owed, even though when the tech came for the rogers parts he advised that there would be an updated bill in the mail within the next week. This is a constant thing with rogers... lousy service, service cutbacks all the while the cost increases, no customer service what so ever.

It is starting to look like rogers has never heard of a service level agreement... and if we are forced to honor our contracts, shouldn't rogers?... instead of taking more and providing less...

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Jordano8
K, CA
Oct 26, 2011 12:04 am EDT

"We let users monitor their own spending in real time, we only occasionally notify them of minute overages as a courtesy ". I've got a newsflash [censored]: your website is useless and if you wanted to provide a courtesy you could start by not charging me a dollar a minute for incoming calls and not telling me about it for 2 months. Also, don't tell me that you don't have a manger until I ask you a magic 3 times in which case you connect to another pimply faced [censored] who offers me "additional courtesies". I don't need anymore courtesy, I need a wireless company that isn't run by sociopaths.

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matt1233
Gloucester, CA
Oct 14, 2011 1:42 am EDT

They charged us 200$ to cancel with them when we had NO contract with them... My family should have made a lawsuit against them.

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matt1233
Gloucester, CA
Oct 14, 2011 1:40 am EDT

Plus, my contract was finished... That's the funny part of it.

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matt1233
Gloucester, CA
Oct 14, 2011 1:39 am EDT

We had bills of 500+$ and they didn't advise us to get a better plan. We asked for unlimited texting and said that they did not give out that service when clearly, my friends had unlimited texting. ROGERS ARE THIEVES... I agree

ComplaintsBoard
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2:55 pm EDT

Rogers Communications terrible service

I really should have thought twice about going with a Rogers bundle. 12 agents later, and I'm still angry and frustrated about their incompetence, and lack of home phone. It has now been 9 days since I have been without a home phone. I run a small business from my home, and have lost revenue for a solid 9 days! I called Rogers more than 2 weeks before my move date, to place a new order for Cable, Internet and Phone. From day one, they messed up my order, my address, lost telephone numbers and lost orders. I asked, where did the telephone number go? "It disappeared!" Clearly, the telephone number must have gone on vacation because it is MIA. On June 2/08 a technician was supposed to have come to my house to install everything. However he was unable to connect the home phone due to "provisioning" whatever the hell that means. He told me 24 hours and I should have access to my home phone. The following Wednesday, still no home phone, so I called the technical support. The agent said, "Oh no, he should not have quoted you 24 hours. It takes at least 48 hours" So when I asked him, if I would have service by Wednesday night, he replied, "Ummm, actually it'll take longer that that." So clearly, he was lying as well, because 48 hours would have been 8pm on Wed. He assured me that by the end of the week, it would be working. The following Monday morning, I still did not have home phone. I called and spoke to an technical support agent, who said that the provisioning error had been fixed, now a technician had to come and fix my problem. They have no technicians available after 8pm. Which means I need to take time off work, so they can fix their own problem. I booked an appointment from 5-8pm Tues June 10/08, which was confirmed multiple times, with the agent and his supervisor. So I get a call today at 3pm, asking me where I am, because a technician is waiting for me at my house. Apparently they had booked me in for 2-5pm. So when I demanded to speak to another supervisor, and suggested that this was now being done intentionally, because they did not like having to deal with an irate customer, the supervisor's response: "Huh... well, it's a call center, what can you do?" Really? What can you do? Is that an appropriate response? Whatever happened to professionalism, and trying to appease your customers when clearly Rogers is in the wrong. I have dealt with over 12 agents and supervisors who were rude, ignorant, condescending, belligerent and absolutely useless. I URGE you... never ever go with ROGERS! I am currently sending my issue to Rogers Cable Customer Care, Rogers Cable Business Office, Ted Rogers CEO & President, the Better Business Bureau, the Toronto Star, my facebook and every blog I can find. NO ONE should ever have to go through the frustrations that I have been through for the last month! Clearly your patronage means nothing to them, when they can pretty much tell you, that they can screw your order around, do and say whatever they want, because "it's a call center." DID YOU KNOW that Rogers rates UNSATISFACTORY with the BBB? Product and price is not everything. I personally will pay more for a product, if I know the service that I'm going to get is exceptional.

The issues I've written about, are just the tip of the iceberg. The comments, the problems, you'd be surprised at what's gone on. If you want to know how this ends, email me, and I'll keep you posted. I highly doubt it'll be resolved with any suitable compensation or action! What would a multi-million conglomerate like Rogers care about a customer who only pays $200 a month? Unfortunately customers are a dime a dozen. It's time we educate people on the type of service they can expect from Rogers!

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aamirraza
Missis, CA
Dec 29, 2011 4:51 pm EST
Verified customer This comment was posted by a verified customer. Learn more

After a careful review of the flyer i received in my mail and discussing it twice with a sales rep from rogers, i went for internet, cable and home phone with rogers with an understanding that it is free for the first three months. But recently received a bill that said otherwise. I was charged 187$ on my first bill and i was told i have to pay it. when i told them i am under a promo they said i cannot bundle up the promo and it is only applied to one of the services ( the bill had only internet as a free service). I referred to the flyer again which clearly states that cable service would be free for the first 3 months. I took this to Management office of Rogers just to get an an answer that i can have the cable disconnected immediately without any early cancellation but i still would have to pay the bill. I am planning to take this issue to the presidents office of rogers and hear what they have to say on this. I have also written to the Chief Privacy officer of rogers to release notes on my account. I am a simple customer outsmart by a false marketing campaign of the company and i would like to seek a recourse what can be done in this regard

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michaelobeng2002
, GH
Jul 16, 2009 12:56 pm EDT

I HAVE A MERLIN X950D BROADBAND EXPRESS CARD FROM ROGERS I AM NOW IN GHANA AND WANTS TO USE THE MODEM. I TRIED TO USE THE MODEM ON A SERVICE IN GHANA BUT ANYTIME I DO THAT I AM TOLD TO ENTER ACTIVATION CODE. HOW DO I GET THE ACTIVATION CODE

MICHAEL GHANA

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Robert
London, CA
Mar 20, 2009 3:11 pm EDT

Rogers has No Heart. In November 2008 Rogers phoned me to ask if I wanted to have my HomePhone at the rate of $19.95 a month. My 1st question was is this a contract, I was told NO, so agreed to the rate without a contract. Now I want to change my Homephone # to my Cellphone which is under contract and cancel my Homephone service. I am now told that my Homephone is under contract. In order to cancel my Homephone service they will charge me $10.00 a month from November 2008 until now. They also said they will charge me $20.00 a month or to a maxium of $400.00 until my Cellphone contract is finished as this would be cancelling my contract. I know for a fact that you can have your Cellphone # change for a one time flat fee of $25.00. We are in a recession and trying to reduce some of our costs. I would like anyone reading this complaint to contact your MPP to ask that we have a choice as to where we can obtain these services without being obligated to use ROGERS or BELL.

If you have any comments please post them on my facebook at the3rdhaddy.

Robert

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Raquel
,
Dec 04, 2008 8:25 pm EST

Rogers service sucks! I was billed for a lost/stolen equipment that I have returned last May 2008 and I had an argument over the phone with the manager, I told them I'm not paying for that cable box. My account was closed and was forwarded to a credit collector. I was forced to pay, and after 1 month, I found the receipt. Since September I've been trying to get back my money, though it's only for $215.00 I am still fighting and arguing over the phone. I've spoke to 15 customer reps. and 2 supervisor and everytime I was promised that a cheque has been sent already and they even took my MasterCard Accnt. and told me that they would credit it back so it will be faster. Did I get my money back? Not at all. I am actually taking this to small claims court, it's not a matter of how much, it's the aggrevation and frustration that these management has put me through. Lies... promises and I know that this money will never be returned to me unless I go to proper authorities. I have advised my friends to be very careful about Rogers and they have to check their invoice monthly as Rogers people are very good in taking money from people. I know I'm not the only one.

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JULIE
,
Sep 02, 2008 7:32 am EDT

I wish I would of done my homework prior to signing up with Rogers... As I have just gone through a very similar frustrating experience dealing with Rogers.
I cannot beleive an organization like Rogers is able to be in business while treating their customers this way.
You are correct in saying that their call centre just don't care :(

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7:50 am EDT
Featured review
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Rogers Communications - fraud/misleading csr

It seems every single month, I'm checking my Rogers Wireless bills and finding things I'm being overcharged, or double charged for. I had just accepted that as a pain of doing business with them, until recently, when things got out of control. I noticed through my online account about 3 weeks ago that I was no longer eligible for a hardware upgrade...

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1:50 pm EST

Rogers Communications high definition tv service!

My experience with Rogers costumer’s Service is also very bad. I have a condo in Etobicoke (at The East Mall) and we have TV cable included in the maintenance fee. At some point Board of Directors decided to quit with Show Cable TV and continue with Rogers TV. All of us (each condo owner) were given a certain number of channels for free (paid for thru a maintenance fee again).

A few months later we received a letter from the Rogers asking us to pay for some cable TV service that never asked for nor we ever had. We talked to a Rogers’ representative, but it didn’t work, so we talked to Building Management Office and they promise to talk to a Rogers representative that takes care of our building. After that we were OK for a while.

Then, half a year later, again we received same kind of letter and we did exactly same procedure on our part. We were OK for a while again. The very same thing was happening on and off for God knows how many times. Now, my wife doesn’t even bother with Rogers’ letters, she just goes directly to the Building office.

Last time I tried to talk to a Rogers costumer’s representative. I talked to a guy by name Ken. I told him that :
- WE DON’T HAVE HIGH DEFINITION TV SET
- THAT IS WHY I DON’T NEED HIGH DEFINITION SIGNAL
- WE DIDN’T SIGN ANY KIND OF CONTRACT WITH ROGERS CABLE
- THAT’S WHY I DON’T WANT TO PAY FOR HIGH DEFINITION SERVICE!

Ken said, that Rogers’ computer shows we had some high definition service offer for free for a year
and trial period is over so now we have to pay for it. I tried to explain to him those four lines I have typed in capital letters. I also told him that Rogers not supposed to have our address in their system at all because everything goes thru the building as a group contract. I have tried my best for at least twenty minutes, but it didn’t work. So, I did my wife’s way, went to the Building office talked to them they promised they’ll take care of it. Secretary in the office said she also had a few times same kind of billing letter from Rogers!

This month we received a letter from Rogers and in it guess what: the bill for high definition channels and service, previous one plus one month!

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Peter Von Rolt
, US
Aug 31, 2013 8:31 am EDT

The descriptions of movies should contain a synopsis of the movie, the year it was released and the the actors portraying the main characters.

This Rogers new guide description does not do as it does not tell who the main actors are. This is important even more so than the other 2 as I sure as hell don't want to watch a movie with an actor or actress I can not stand. So smarten up and put this back in the descriptions of the movies.

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macnini
toronto, CA
Jun 04, 2008 8:06 pm EDT

rogers billing department customer service is useless with a managerial system that leaves you wonder if anyone cares.
these reps are not properly trained and this adds to the fact that there is no proper support that they get from the management.
When you call in for a billing clarification when you have made some changes on your account, you get 300 conflicting information that are just going to drive you crazy. So what i chose to do is to write to them via e-mail with specific questions with detailed information ( question 1..2...3...4...etc... so they have no other way but replying properly to the questions via e-mail . Refused to call in and advised that you do not have time to call in.
Then you can use that e-amail and the reply to it to work without anyone DRIVING YOU CARE (REF: customer service rep) . Good luck

if you end up calling them anyone, and you feel you are not getting help, ask for the loyalty department or to speak to someone higher, so you will know you are going to speak to someone who has been with the company for a good time as compared to the regular customer service reps as those ones regularly fire and replaced for just the matter of luck of a good training and lack of proper management ...

ComplaintsBoard
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8:15 pm EST

Rogers Communications rogers disconnection of home phone

Rogers has been switching to some sort of new system for their home phones and we opted not to switch to this new system. We were not notified of any changes to our account or service. Our account is paid up to date (A1 payment history) and for no reason Rogers disconnnected our home phone without notice of disconnection.

We called to inquire why this happened. We also spoke with numerous representatives from Rogers all stating that 'our account cannot be located on their system'? What is going on here. We have been loyal clients, pay on time and they cut our services with no notice and to add to that, our account is completely deleted from their system! In addition, we spoke with a public relations representative (not sure of title) and they said they will give us 3 months free but you can't get the number back? Who's fault is this? If they can totally delete an account without notice then i'm sure they can give us the service and the number back. (phone number we have had for 10 years!)

I think that we paid right up until next month too! We have a family business running from home... this has caused loss of business, requiring us to change the contact numbers on all our business facimiles! Not to mention undue stress.

Any input on what steps to take?

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robert brooks
,
Jan 25, 2008 12:00 am EST

I spent 2 hours on the phone arguing with they rogers reps. I was was pissed off over a bill that i paid to disconnect by phone to switch back to bell. I terminated the service on June 18. It took them ten days to disconnect it. They billed me $20.74 for ten days of service. Which was so bull ### considering there was no active line.
So now 6 months later i received a invoice for $85.52. In which I find out that they sent to collections with out send me a notice. phone thing is that i never received any of the calls or invoices.

So now we have to pay this stupid bill so her credit rating isn't shot to ###. I hate rogers!
I'm so sorry I switched from bell to rogers!

They have the worst customer service representatives .

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timersk
Ottawa, CA
Jan 12, 2010 12:32 pm EST

Reference number: 478131

Thank you for contacting the Canadian Radio-television and Telecommunications Commission (CRTC). This is an automatic confirmation that we have received your message. If a further response is required, we should contact you within 10 working days. We apologize in advance for any delay that may be caused by the high volume of correspondence received in the Commission.

If your request is urgent, for example, if it involves the disconnection of your telephone service, please contact Client Services toll-free at [protected] and provide the above-mentioned Reference Number. If you use a TDD, you can reach us toll-free at [protected].

To reply or to add to your submission click here http://www.crtc.gc.ca/rapidsccm/landing.asp?lang=E&caseid=478131&key=40556.6551386574

This is the information included in your message.

Industry of interest/concern: VOIP
Type of message: Complaint
Your Message: -Cancelled request for home phone service back to Rogers from Vonage in September 2009.
-Received numerous annoying 800- calls from Rogers that I owned them an amount on my home phone service.
-Contacted the number provided and then 888-rogers1 number. No They had no record of a home phone service under my phone number.
-I suspected fraud and called the police, crime busters, OPP phone busters. No reponse back.

-As of Jan 6, still receiving annoying 800 calls and by this point received an invoice from Rogers in Toronto that I owed them for a home phone service. Received two invoices. Once from Nov and another from Dec. I was out of country until recently and am now following up on this with the Rogers 1 800 number with customer service - Spoke with Jill. They have the correct acct no. now, Agent will be calling from Hybrid Rogers telecom. [protected] to advise when account has been cancelled and credited.

Jan 8, 2010 @ 2:28:
-Received call from Roberta at Rogers, [protected] that the service had been cancelled and my account would be credited. My Vonage home phone service stopped working after receiving this call.

Jan 12
-Erica, operator no is 40102, customer service for home phone and digital internet transferred me to the Hybrid Service. I spoke with ?. I asked for reimbursement for all the trouble I have had since September, the fact that my number needs to be released and ported back to Vonage and that I have no Vonage telephone service right now due to their negligence. I have a record of over 80 voice mails in my email from Rogers that I owed them for a home phone service, dating back to September 2009, that no Rogers rep knew about how to stop. I considered changing my number, I called the police, I tried reasoning with the number at Rogers I was being directed to, with no help until now. Here I am with no phone service for a week and all Rogers say they are going to do is correct their problem, without any other compensation for all the trouble I have had? I believe Rogers needs to be more accountable and be penalized for this type of harrassment and mismanagement.

Can you help or refer me to a lawyer who could seek a settlement from Rogers for all the annoyance and difficulties I have had.

Jan 8 @ 2:28
-Received call from Roberta at Rogers, [protected]. Home phone service stopped working.

Jan 12
-Erica, operator no is 40102, customer service for home phone and digital internet. She transferred me to the Hybrid Service, Customer Service. Their direct no. [protected], ask through voice mail to be transferred. I explained the problem to new person for 20 minutes (at 11:30am) and spoke with 632509. ? and was disconnected. Dee, operater no QA60. She advised that I had already been compensated for $127.00 dollars and that I was not to be compensated any further in a manner that indicated that she had no regret for all the difficulties I have received. She said that the disconnection of my telephone service Jan 8 had nothing to do with Rogers and that it was a Vonage problem. Vonage were contacted Sunday Jan 9 and created a ticket to commence Monday morning to have the number ported back from Rogers to Vonage and advised that some times Rogers are reluctant to do this but they thought they could have this completed by Tuesday. It is now Tuesday and my home phone service.

-Spoke with supervisor, Mathew, operator no. Q195. There was nothing that Rogers can do to affect my service with Vonage according to their service. Porting takes my number. He would compensate me for $25.00 on my account. I advised that I would take this issue up with CRTC and legal representation.

Ref: Rogers Home Phone — rogers disconnection of home phone.html

-sent a complaints message to: http://www.crtc.gc.ca/RapidsCCM/SaveCall.asp?lang=E

Called Vonage technical support, located in India, rep: Kamil, ticket no [protected]. According to Rogers as of today's date this number [protected]

Ticket status: Changed. still open as of now. Vonage has not received a response from Rogers as yet, problem has been escalated advanced operations team, telephone number to request to Rogers to have porting process complete. Number is not with Vonage. Rogers has to release the number from their database. I have to wait for two more days. This requries an outage to release the number and put it back into Vonage's database. Put on hold, while he checks something. I have to wait 24hrs, 2 more days for this action to be completed.

I don't understand this disorganization, why it requires my service to be cut, while my number is changed over to a different carrier. CRTC should stop this problem from happening.

Thanks,

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Kyla
,
Feb 27, 2008 1:09 pm EST

Same thing happened to us but because of confusing bill we werent paying for it. They admitted mistake but then when they tried to get the number back from the person who got it he said no so now they turn around and say we never had the number and they never said we could have it back. We are proceeding with legal action and I would advise you to do the same. More people should to stop the Rogers insanity they continue to do.

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Martina
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Feb 21, 2008 3:38 pm EST

CHeck with the CRTC what the laws are pertaining to this. Worst case, at least you get to lodge a complaint with the governing/regulating body.

http://www.crtc.gc.ca/RapidsCCM/Register.asp?lang=E

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Martina
,
Feb 21, 2008 3:33 pm EST

Sorry, here is the CRTC complaints link
http://www.crtc.gc.ca/RapidsCCM/Register.asp?lang=E

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Martina
,
Feb 21, 2008 3:30 pm EST

Related issue I think you will find interesting. We switched our home phone service from Bell Canada to Rogers. In turn went to try and connect Primus DSL internet, and they cannot find the number. Primus recommended, but laughed and said "good luck", that I contact Rogers and get the CIC (Circuit Identification Code" so that they could activate the line. Rogers refuses to give this information up, and certain that this must be against CRTC legislation, lodged an inquiry. Initially CRTC tells me there is no laws governing internet, but I said I just want my Circuit ID, this is a PHONE issue, and can they refuse to give this info to me. THey are looking into it. In your case, you have a direct phone issue, I would lodge a complaint with the CRTC. Follow the steps on the link. Actually, since you have no phone service you can talk to someone immediately and the phone number will be provided with your complaint reference # immediately completing the complaint steps.

Good luck! Rogers should not be allowed to get away with what they do.

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12:00 am EST

Rogers Communications missed appointments!

First I made an appointment to have basic cable hooked up 2 weeks ago they said that the tech would be here between 8am-8pm. I said thats weird but o.k I'll be home. I confirmed the appointment the same day I made it with a separate phone call. The day of the appointment That day I called at 7pm to confirm the appointment and they said that I had to wait until 8 to call in. I said o.k and called a 8:15 then they said that the appointment wasn't there.

So one min it was their the next it wasn't! I started to raise a stink and i was transfered to the priority tech service. The guy said that someone there had canceled the appointment. He transfered me back to customer service. Customer service said the tech would be out tomorrow. Low and behold I called today when the tech was supposed to be here. The appointment had been canceled again. And rescheduled for Friday. All of this times I had to call in and go through the stupid voice menu. Rogers did not call me to say they were sorry or anything.

O.k well I have complaints about the Rogers internet service as well.

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12:00 am EST

Rogers Communications bad customer service!

We had had a large bill and understood that, we made arrangements to pay bill and were making payments but I lost my job... so we missed the payment date. We called to make other arrangements and ran into the same problem we have had before.The people in accounts receivable and customer service are not aware of how to follow company procedures. We would speak to one person who would state "pay this amount and services will be unsuspended", we would then make the payment, call to record the payment and the next rep we spoke to would say " sorry it doesn't work that way" and tell us that we must have heard the person wrong. This has actually occurred more than 5 separate times, when we have either had questions about our service, or concerns someone says one thing, then another says something different. We have actually made continuous payments for 2 mths to pay a bill down from $1100.00 to$281.00 that is not including making the current mths bill payment (which we are also doing) and they are still holding my service hostage. I find it disrespectful and rude the manager actually started to yell at my husband when my husband kept asking why these Rep's were not held accountable for the statements they make. This needs to stop, multimillion dollar corporations should not be able to treat people like this!

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Rogers_Chris
Toronto, CA
Oct 24, 2012 1:10 pm EDT

Hi Michelle, I apologize for the difficulties you've had with us.

I'll reach out to you privately so we can look into this and get it resolved.

@Rogers_Chris

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Izalidia
Montreal, CA
Oct 23, 2012 9:44 am EDT
Verified customer This comment was posted by a verified customer. Learn more

That's the one thing i kept hearing and my family and friends have heard from rogers customer service, that we must have missunderstood, or we didn't hear their agents well. I find it horrible that the custome is always blamed for mistakes, and unless the call is recorded, there is nothing you can do!

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12:00 am EST

Rogers Communications terrible customer service!

Accepting Responsibility I would like to relate the following as a warning to those who expect some compassion or understanding from Rogers Wireless.

1 year ago my family moved from Nova Scotia to Alberta with our 7 young children & and a family friend who wanted to better herself. Arriving in Medicine Hat I decided as a family we needed to keep in contact and got a Rogers Family Plan with 4 cellphones. 1 for my wife, 1 for myself, 1 for the children & 1 for our friend with the understanding that all she was required to do was pay the bill. She lived with us, and my wife being the manager of a large national store gave her employment.

My first bill came to over $600 – the sales reps had given me unclear and inaccurate information concerning minutes on our plan, and after contacting Rogers they agreed, reducing the bill by $200 and putting us on a more appropriate plan.

I continued to pay the bills on a regular basis, receiving no money from our friend after repeated requests. For months this continued to the point where I eventually stopped paying her portion of the bill and contacted Rogers who told me that because the contract was in my wife’s name we were responsible.

Eventually this friend’s bill was $1400 calling Nova Scotia on a nightly basis. I informed Rogers on several occasions and refused to pay her bill. Eventually Rogers cut us off, even though I had paid the bills for the remaining family 3 phones & contacted Rogers explaining the situation.

The friend returned to Nova Scotia, Rogers sent me a letter stating they had bought out our remaining contract and we now owed $2800, and put it in the hands of a collection agency, just before Christmas 2008. My wife has an otherwise spotless credit history – to keep it that way I went and got a loan ( paying $3500) and paid this ludicrous bill.

I know and accept that ultimately with my wife’s name on the contract we are ultimately reasonable, but Rogers could have shown a little compassion before Christmas time – they ensured my 7 children did not get what they wanted from Santa. I have this friend’s cell-phone, her numbers, friends & family of her in Nova Scotia, would not be hard to prove in a small claims court, yet Rogers would not believe me nor were they interested.

I am now considering pursuing through small claims court.

Regards.

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J Shenher
Regina, CA
Jun 08, 2022 6:06 pm EDT
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I urge everyone not to purchase Roger phones from Jason at the Medicine Hat, Strachan store. He texted me and said I was due for an upgrade. I went in the store and said are you sure, it seems soon. On July2, 2021 he said, yes then upgraded me to a 12 Pro Max. After returning home the new phone was not activated. I went back to the store and told him, he said he upgraded the wrong phone, that it was my sons phone that was eligible for the upgrade. I then asked for my 11 Pro Max back and he said I couldn't have it back bc he already returned it.

Since July 2021 Rogers has been charging me for the 11 Pro Max, and the 12 Pro Max. Jason is so incompetent he neglected to fill out the proper form when he returned the 11 Pro Max phone and it doesn't show in Roger's head office as returned. I am on camera returning the phone. Jason the manager gave me a credit of 492.00 in Feb 2022 reimbursing me for the 7 months i had to pay for the 11 Pro Max, and Rogers still continue to charge me for the returned phone.

Since returning the phone Ive had numerous out of country calls on it to Belize and the US. Incompetent store manager but all the customer service reps have been great. They see the problem and urge Jason to return my phone calls.

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rogers122334
, CA
Mar 14, 2011 5:09 am EDT

rogers is really a money eating company. i think people should open their eyes and be careful when they do rip-off in the day time. i suffered and paid more than 1130$ just to get out of from rogers. i am immigrant, i don't want to have a problem. i suggest all the immigrants. never take cell phone from rogers for contract basis. if u take beyond this, i am sure to expect ur comment in 3-6 months time below my comment stating that i am right. good luck immigrants... watch out from rogers...

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09876
09876, CA
Jan 21, 2009 3:33 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I AM SO MAD RIGHT NOW!

Phone Purchased Dec 15, 2007 even though the rep said since it was a Christmas gift that warranty would be from Dec 25, 2007 (LIE #1) from this store - Rogers Wireless in the medicine hat Mall [protected]

At the start of December 2008 the phone started to act up, power off suddenly, wouldn't send and receive picture texts, etc. Was on the phone with tech support for an hour or more trying to fix it and then they said to take it to the store for repair.

Went in Dec 29th because, well stores are closed somedays over Christmas, etc and we were away for holidays. But went in as soon as we could. Told them I was on the phone with tech support, etc and told me to bring it in. They said it was purchased Dec 15, 2007 and was off warranty, but that Motorola extends the warranty a couple weeks. I said that fine, plus mentioned that whoever sold it to me said the warranty would be from Dec 25, not the 15th. So that means it was only 4 days over warranty. So they sent it away saying it was under warranty (Lie #2)

So I sent it away, they call me to pick it up, totaly wrong phone. Slightly disappointed but I give the benefit of the doubt. I get a call today saying the phone is in, and it will be $150. This is the excuse they gave me, its not when you drop the phone off, its when the repair depot gets the phone. THATS THE HUGEST LOAD OF CRAP I EVER HEARD. the repair depot is in BC, what Im supposed to do, drive there. I don't care how they decided to get it there, puralotor, airmail or carrier pigeon, or if mail is delayed because of the holiday season, but its when you return it to the store, thank you very much.

So now basically they are holding my phone hostage. I called customer service and they said they cant do anything with the store directly. They said something about a hardware upgrade, but that would be $130 but then it wouldn't be the phone my wife sent in. So really this isn't a solution, as the phone my wife wanted isn't being given back to her

Is it common practice to have Rogers stores lie right to their customers faces, or is it just this one in general.

So Im asking now, what's going to be done about this. Every customer service rep today said they cant do anything about the store. is it in Rogers best interest to have a store that lies to customers. Lied to twice basically. Like i said above, I will take my business elsewhere and that store can take that phone and shove it somewhere.

My solution is, give me my old phone back, no cost to me. DONE Thats the simplest solution to keep an 8 year customer.

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12:00 am EST

Rogers Communications Terrible service!

I called 25th October 2007 to cancel my cable service. I was told i need 30 days notice. I told them ok fine i want you to cancel after 30 days. After 25 days i called back them again to make necessary arrangement to return TERMINALS to nearest Rogers shop. This time i was on hold almost 45 minutes, but shocking news for me was, according to them this is the first time i was making official request to cancel my cable service. I told the person i spoke before, time and date, but she could not find it. So i had to make another request, again 30 days notice. This time i got person name and confirmation no. I called after 5 days to make sure everything is alright (because of my previous experience). This time i was told that this person (rep) does not seems to find last conformation no. though he acknowledged that i called but can not find confirmation no. So guess what I had to go though again to make another official request to cancel my cable service.

Finally i got cancel my service and i am happy to go back to dish. It took me almost 2 months and several hours on phone to cancel my service. (what a waste of time).

HERE THINGS YOU SHOULD DO (BASED ON MY EXPERIENCE)

1. MAKE SURE WHOEVER YOU TALK GET HIS/HER NAME, BADGE NO OR CONFORMATION NO.

2. DO NOT CALL AFTER 30 DAYS. CALL AFTER 2 OR THREE DAYS TO MAKE SURE YOUR REQUEST HAS BEEN FILED. (AGAIN GET SECOND REP. NAME AND CONFORMATION).

3. WRITE DOWN DATE, TIME, PERSON YOU LAST SPOKE AND HER/HIS BADGE NO OR CONFORMATION NO.

4. WHENEVER YOU SPEAK NEXT REP. LET THEM KNOW PREVIOUS REP. YOU SPOKE WITH AND HIS/HER CONFIRMATION NO.

5. I GOT HUNG UP ONCE FROM CUSTOMER SERVICE BECAUSE IT WAS 8:45PM(EST) AND I BELIEVE THEY CLOSE 9:00PM(EST). SO DO NOT CALL VERY CLOSE.

I would never go back to Rogers again i know i have limited choices (because i am living Canada) but still it is not worth it to have any Rogers services at all.

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Xiao Jie
Toronto, CA
Mar 07, 2014 8:15 pm EST

Terrible Company

I have hard time cancelling the service. I called in to cancel the service. When I checked back in, my request was not proceed. I have to wait a month to cancel. I called so many times to make the cancellation done. what a waste of my time.

The reason I was very mad because Roger's billing always wrong. There are lot of charges that we don't usually expected. I was late paying the bill. I paid the late interest fee. On the next bill, I saw the restorial fee. I don't even understand. I called in to ask what this fee is about. The answer is this fee is for suspenstion account. My account was never suspended.

I will never go back with Rogers.

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12:00 am EST

Rogers Communications verbal abuse

I called to ask about my balance of my account and this lady at customer act very rud and eager payment of my acount. All i asked is the balance of my account and she asked when am i going to make my next payment and if i can pay weekly and hang phone on me.

I have been paid my bill every week since i came 10/20/07, for her to be rud like this to me it was unnecessary and uncall for.
Next time this happen i will leave your service at rogers and insulte her willy good. She will wish she were never born; her and her hash voice like a mouse

p.s.
I am not going to pay my hard working money for to insulted me or act ignorante

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Jeeplead
Gatineau, CA
May 04, 2009 4:33 pm EDT

I am having the similar problem... they don't care about their customer but the money their customer brings... I've been past due 4 days on my account and received a phone call they will suspend my account.

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12:00 am EDT

Rogers Communications worst customer service ever

Long story short;

The customer service reps at Rogers Canada~who, on account of the building I live in HAVE to be my service provider~may be the most indept people in the world.

First they forgot to mention that I had to call to cancel my 2 month FREE TRIAL one month ahead (in fact, they explicitely told me that I would be contacted at the end of two months to amend my plan).

Then I spent a FULL WEEK trying to get a hold of them (after seeing it on my bill that I was being charged, a week ahead of time, for the next (3rd) month at the FULL cost of the trial services), including getting the customer-service pass around, leaving unreturned phone calls, and sending emails.

I FINALLY get a hold of someone and spend 2.5 hours on the phone with them trying to figure out my service plan, during which they intentionally misled me as to the price that I would be paying, stating that a 'free channel theme pack' was included with the basic cable package).

I discovered their misinformation (and this is putting it lightly) because a week later I had to call back because the "free theme pack" was NOT included (which means I couldn't watch the NEWS as I had specifically indicated was the whole purpose for me having a TV), but CNN which they told me was IMPOSSSIBLE to get without VIP cable was --surprise surprise!--the only channel above 30 left on my TV. Upon this next drawn-out conversation, I was essentially told that I was making things up (RIGHT, becasue $4.99 a month is REALLLLY worth me taking hours out of my life to bicker over), and given more generic corporate ###.

The offered me a PALTRY compensation ~ not even equivalant to what I make an hour ~ for the 'confusion (on my behalf, apparently, although I work in marketing at an IT firm and graduated with honours from the best University in Canada lat year), and sent me on my way.

And to my responses, simply more ###. The incompetence and underhandedness of Rogers Canada is making me envy the technologically-unhampered Amish. IF you have any choice at all, NEVER SUBSCRIBE TO ROGERS services. They will f*ck you over too.

EJ.B

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raysapp
Orleans, CA
Apr 24, 2011 1:05 pm EDT
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I agree with the complaints that I have read regarding Rogers. I had a very frustrating and upsetting experience not many months ago when I recevied a call telling me that my credit card wasn't valid. I had received a new card from my credit card compnay recently. I tried to change my credit information on the Rogers Web site but continually got " site is not working" messages. I called the customer service number to clear up the confusion but received arrogant and abusive teatment. It took several phone calls and much frustration before they understood I was not trying to "scam them". In the end I had to pay a double payment and listen to more BS than anyone should have had to endure. I am a 30+ year customer for my TV and INTERNET service. Have never missed a payment. Did that matter ... NO!

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akl357
Fredericton, CA
Apr 18, 2011 1:51 pm EDT
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I have to agree, acting on behalf of several commercial accounts using Rogers for all of the services. Rogers do not care about their customers at all, residential or commercial. I have found them to be the second worst company in Canada to date. If you have an option take the other, if you dont, make sure all agreements are in writing.

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12:00 am EDT

Rogers Communications poor service!

In asking the service representative to create a problem report for not receiving cookies, he begins his standard procedures. In explaining that my side is accepting cookies fine, and the problem is on their side (and explaining how I tested if cookies worked), he quickly shifts subject to my network breaking security agreement. I explain that as with everything else, if it runs inside my home network, its fine. It is after all my network, he continues to argue, and I finally just hang up. Problem has never been solved. Very unsatisfied with rogers in general!

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Parvaneh Oveisy
,
Jun 17, 2008 2:05 pm EDT

Hi there, I had a bad experience talking with one of your representatives today by the name of Cashalene batch number 6668999(as she claimed to be!). She was very rude and arrogant on the phone. When I asked her why is taking her so long to calculate a simple task she answered "do it yourself" in a very rude manner! She hesitated to connect me to her supervisor and put me on hold forever. I would like to see an action taken as the result! Please train your staff professionally! We deserve to be treated respectfully, since we pay a high price for your services!
Regards
Parvaneh Oveisy

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Rogers Communications - disconnect home phone with no authorization!

Home phone was disconnected with no authorization. Lost phone number that I had for years and have to wait ten days for new number. E-mail sent to presidents office with guarantee of return phone call within 24 to 48 hours. Never received such phone call and no resolution to the nightmare from Rogers. I have had nothing but problems with Rogers since...

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Rogers Communications rogers needs to change their policies!

Rogers Wireless
www.rogers.com

I'd like to make a complaint about Rogers wireless canada's duplicitous Customer Service. Here is my experience:

About three months ago, I called Rogers customer service to cancel my cellular services. I was transfered to the customer relations department where I was offered as incentive to stay with Rogers three months unlimited calling. They didn't mention anything else besides that. Sounded good so I went for it. Little did I know that Rogers had cunningly signed me up on a three year contract! You can't imagine how enraged I was when I found out. The conniving, scheming and duplicitousness of it all just convinced me I had to get out... I was done with Rogers and no amount of incentives was going to change my mind. I was in for a mega-ton shock when I called to cancel my services. Apparently I would have to pay 400 dollars to cancel... and you know why... because I was on that three year contract.

Let me clarify a few things. About a year and a half ago, I bought my nokia 6682 smartphone full price on no contract. I payed my bills faithfully every single month. I was a free woman, with no contracts. So why in the world would I want to shackle myself to Rogers on a three year contract! Why didn't customer relations mention that the three months unlimited calling entailed a three year contract? Do you see the utter deceptiveness of this all?

About three days ago I called Rogers to sort this all out and thankfully my calling plan was reverted back to what it used to be. But to be honest with you, I'm so angry and tired, that as soon as my account is officially back to a month to month plan, I'm going to get the hell out of Rogers.

Rogers needs to change their policies. Become transparent will all their customers.

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Getoffmyhotmail
Calgary, CA
Feb 24, 2011 3:26 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Rogers claimed that I have order a phone which I never did and was shipped. I couldn't even open the pdf file to see what on earth they were talking about. UPS claimed that they had not yet had the phone in possession. Come on now, Rogers. Don't try to scam people!

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rnewberry
Renfrew, CA
May 20, 2013 5:57 pm EDT

In April we decided to cancel our business rogers hub because it was costing almost $170 a month for terrible Internet service. I called frequently trying to figure out how to improve the service because I had to repair every five minutes or so because I would loose connection. It's frustrating when your trying to put in an order with suppliers and your order gets lost because your Internet cuts out. They tried to say it was the satellite; however it was located in the town. Afterwards, they said it was the computer; however we went out and bought a brand new top of the line laptop. After many discussions with the technical service no one could figure out what the problem was. It was so slow we couldn't even get a speed test done. They suggested that we increase our plan to get more speed. There was no change with this plan. Therefore, we finally had enough and called and wanted to cancel the service. I spoke to a lady who told us that the hubs we bought weren't even on their old list, they were too old to hold any speed. However, if we bought new hubs with a three year term it would solve our problem! We denied the deal and asked what we could do to cancel our plan knowing it would be over in July 2013. A sales representative told us we could suspend it and pay only the 5.00 data until July when we could cancel it therefore, I wouldn't have to pay the cancellation fee of 250.00. It sounded like a good deal! The service would stop in a few days. When I started calling around to other services; we discovered that no one could come for a while because it had to be rewired since the hub used no hard wire. Therefore, I called back and asked if they could continue my plan- cancel the suspension until our phone could be reinstated (needed it for business). I just received my bill from them in two weeks they managed to charge us wireless usage of $496.00 for the phone! I called today to discuss this with them. They agreed to cut it in half; however, would not take off the cancellation fee of 100.00. Therefore in total my bill for two weeks estimated $800.00. I'm still using their crummy service at my house with a second hub because we can't get any other service and don't want to pay another cancellation fee!

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lynda pagel
, CA
Feb 04, 2013 5:58 pm EST

I am so livid with Rogers and their fast cash grab schemes...I went for the "free" digital box, because now you won't be able to get certain channels that you have been paying for for years, unless you request this box..."absolutely free"...My first bill came in since I requested 2 boxes...it was not "free" they charged me a prorated fee from Jan 12 to Feb 8 for the box & then they charged me an additional fee for having an "extra" outlet. which is $6.99/month...I was paying 76.10 a month for the same services I use to pay under $25.00 for and I get less TV...now I'm paying $87.10 to get continuous repetitions of the same shows & ridiculous amounts of paid programming...that's what I'm paying for... I'm going to report this to the CRTC and my Ombudsmen, because I've had enough...I don't normally complain, but enough already...I'm retired and trying to watch my expenditures...The CRTC needs to take the monopoly away from these large companies once and for all so they can't continue to mislead their customers!

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zorina
, CA
Mar 27, 2011 1:36 pm EDT

i am not a fan of rogers but to let you know rogers hires telemarketting companies to call on their behalf and sell you these products...their is a goverment website you can go to and get off the telemartketter call list...so if they call you again they would get a fine

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Latty
North York (Toronto), CA
Mar 15, 2011 10:56 pm EDT

to whom it may concern
I am a rogers cx for some time now. first i had cellphone, they came to my door ofering a promotion deal with 6 months free. It was a goo deal and i took as i was getting the VIP package. I said to my sell i need to conserve some money so it does not make sense i have a cell phone and a home phone as i am on the rd most of the time. I called rogers and cancel the home phone, they told i was on a 2 year plane no told or explained to me. Anyways he process my request. I then receive a bill for the first time with roger for offer $500. I called and spoke with someone from customer relations who explained that i was charged a cancellation fee. I advised her did not cancel i only terminate the home phone and explained to her my reason for the termination. she then said it was an error by their system. I said that is fine as long as they can have it remove. She explained that would send it of to another department as she would not be able to handle it and that it may take 48 to 72 hours. I said that is fine . I week after i follow up on the account and the amount was still there. I then phone roger and spoke with a young man who i once again explain the situation to, he told me again he would have it taken care of and t give it a couple days. A month after i followed up on the account and it was over a $1000. I the phone to speak with someone again and the CSR rudely disconnected the call. I call back and advised the next Rep i want to speak with a manager and a supervisor when i was transferred to one who did not know what was going on the account. @ this point i was frustrated after spending an hour on the phone with Rogers. I then advised the REp that i was not paying Rogers a cent more . The last person i spoke with said that he was going to do an investigation as i already made payment to them on the acct and they were unable to locate that info. Rogers all they do is suck u out of your had earn money.

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12:00 am EDT

Rogers Communications useless website and service reps

I became a Rogers wireless customer in December 06 and to this date I have yet to see a single billing statement outlining my charges. When I signed up for service I did not have a mailing address and foolishly agreed to automatic billing to my credit card. Well, it's 9 months later and I still don't know what I've been paying for because I've been charged different amounts every billing period. I called once to complain but they refused to give me any information because I didn't know the postal code associated with the account since I didn't have one at the time of sign-up. I even went into a Rogers store and they refused to help me for the same reason -- despite me having numerous IDs and the very phone they sold me on hand. I've signed up for online billing 3 times and STILL am unable to view my bills. I've emailed their tech support and regular customer service for help and I just get the runaround. Anyone know how to get through to these people?

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robert whitaker
welland ,ontario, CA
Sep 13, 2012 10:08 am EDT

complaints department of rogers cell phones. rogers employes are not truthfull and make many arrors if not intentional. I request extra time be put on my phone and I am told there was. the problem created by rogers employes that I am expected to pay for is criminal. I HAVE BEEN LIED TO AGAIN WHEN MY PHONE WAS REACTIVATED. i AM SUPOSTO GET 3 MONTHES UNLIMITED. I still see on the computer that I am to owe This creates a grounds fo litigatiion which is a waist of everyones time on this corupt world

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Former Customer 999
, CA
Aug 15, 2012 11:39 am EDT

Dear Rogers Communications,

You have made a number of huge mistakes.

1. Assuming you can continue charging someone for a service after a contract expires as if it is still in effect under the same terms. I honestly don't care what the fine print says about placing the onus on the customer to declare the end of that service. When a contract expires, a contract expires.

2. Although I should have paid closer attention to my bill when I continued paying for a service for a year after that contract expired, your refund of three months on a service which you have a clear record that I had not used it for an entire year after the contract expired is an insult to your customer.

3. Expecting to be able to charge for a service after a customer declares they don't want to continue the contract after it expires is just another expression of corruption and thievery on your behalf.

You can continue to phone me and you can continue to send bills which you can continue to add more and more charges to, but I will happily let you spend thousands trying to collect what I don't owe you.

I must say though, that after finding myself in this entirely ridiculous situation with you, it is no wonder that your reputation with customers stands at the bottom of the heap of satisfaction.

Sincerely,

A Former Customer

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moneygrabber0405
Toronto, CA
Nov 17, 2009 1:35 pm EST

So 2 yrs ago i call rogers to speak on behalf of my father who doesn't speak english, not only till recent did i notice that my name was on the bill mind you spelt incorrect I call to have my fathers name put back on the account like it was they told me they would have to do a credit check. Keep in mind i gave them no such info and not sure how this account was put in my name. When i asked for the name to be changed they said they would have to speak to my father and i stated that he didn't speak english so they told me to take him in to a location which closes at 5 we are both at work i refused my name is still on the bill and i never thought to take this to the TV station which i will be doing Rogers is BULLS**T and they think that we need them, keep in mind when my parents added the internet it was unlimited now i have to pay $2 per gb if i go over my limit HELLO THERE WAS NO LIMIT! I am pissed i cant believe these ppl I got married and moved out but they wont change my name

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BBabette
Toronto, CA
Jun 29, 2009 1:23 pm EDT

I agree with the person who wrote the complaint and we as customer need to send millions of complaint letters to the VP of Rogers an show coporate that they must revise customer consumer ethics by phone or person and refunds, billing, better selections and exceptions of new contracts that have early broken phones and accountability to those reps who give very bad advice and supervisors, etc...have a better broken and return policies, especially in trace & tracking. Newer better software to making billing more accessible and assign more jobs for people to keep the websites on Roger products more updated especially advertising a cell phone for 3 different contracts and finding out by customer service by phone, the product is not available anymore in production then phoning twice and two other reps tell me the phone is still available in the model but is now only available for our new refurbished /return/broken/policy produres. I was also told that because I called at different times to get info about the phone and order it, complained about the website, the rep said "you can't keep talking bad about rogers even in a complaining way, or they will take offense to screw up your credit or billing account etc...spread the word...start petitioning head office don't call anymore they will only get lousy customer relations to resolve things and they have given me so many excuses why I can't get a replacement phone except by adding a new line or get refurbished...got the refurbished and they sent a cell phone without a backup battery and back casing inside the package. They told me it takes 3 days get it back, called in three days and said they received the phone but its not scanned yet and that will take another 7 days to have someone scan it into the system.

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greg pettit
ottawa, CA
Jun 13, 2009 9:25 pm EDT

Rogers is so out of touch with their customers it is totaly gorge orwillian. They act like they control us with questions that are so foolish you would think we are back in the dard ages. I have spent more time on the phone with them trying to correct problems than I do with my own mother. A total waste of time have a cell phone is with this company. I wish Ted would drop dead upon my will.
I have had more run ins with this company than with all others combined.

Cell phones are a luxury we do not need to have.

There were many months of bills I got that would of bought me a porche by now.

Total rip off company, with no respect for their clientel

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annomonsis
,
Sep 20, 2007 4:52 pm EDT

Well i am one of those people and i know how to resolve your concern. Firstly if a postal code cannot be verified there are other means of verification; Pieces of credit card information, S.I.N number or Drivers Licence number. Also i want to add that yes indeed some customers do not get everything listed on their bill as some plans only have partial detailed billing and you need to call in to have full detailed billing added for an additional 3 dollars a month. I hope this helps you out.

ComplaintsBoard
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12:00 am EDT

Rogers Communications be warned people, rogers is inept, crooked, and just down right dishonest!

Greetings all this all started in 2006, it's a long one but please read this a people really need to know.

In April of 2006 I moved from Peterborough to Oshawa with a old friend and her husband. Before they moved they had Bell for all their services (Satellite, Phone, Internet) When we moved and they called they were told. It will cost $300 bucks to reconnect everything for you. So we said no way and called Rogers. (Our first mistake).

I myself talked with Rogers and was very through in my asking of the monthly billing for the following. 3 Digital cable boxes, Digital cable, Hi Speed Internet, and there home phone service. I was told that all together if I put them on one bill I would have a bill of about 90.00 a month plus and ppv or channels we decided to add.

So sure enough the day came and they hooked up the digital tv (the only thing that ever worked properly) but was told I would have to wait for my Internet and phone as there was a problem with signal strength. I was told I would be called to set up and appointment to fix the problem. I received no call for over two weeks.

So I finally called them. Sure enough no one knew what I was talking about. So I calmly explained myself and set up an appointment for someone to come out. Sure enough he did and told me it was a "Riser problem" and that he was going to need a head tech to fix the problem. But at least he did manage to hook up my Internet.

So once more I waited for the call, sure enough it happens again that no one calls. I call again after waiting a week and sure enough wouldn't you know it. No one knew what was going on again. So after explaining once more. I was told someone would come out and fix it.

I waited for 3 weeks, no one called. I called again, and to make a long story short over the period of 3 weeks I called about 25 times. Each time I was either given the run around or told a "service ticket" would be logged and someone would call me about an appointment. By then end of the calls I was also promised reparation for the problems I was having.

Finally come almost 3 month after my initial call I got my home phone service. Not 20 minutes after the guy left I started losing my phone and Internet for 15-30mins at a time, over sporadic times day and night. So once more I called in. This time a little more irate.

Sure enough no one knew about my previous phone calls or complaints and had no idea about my reparations. So after another long conversation I was told someone would come out to look at it and then to call in again about my reparations.

Another 2 weeks pass and finally after many more phone calls I get someone out to fix it. Eventually it was all running well. Then came the next "surprise" I get the first bill and it is for over $500 dollars. So yet again I call, after another lengthy wait on hold and being bounced around between various departments. I get the right person and explain my problem. Then was told oh no the bill is wrong but you do owe us $225.00. Now this is where I lost it, after explaining that I was told my monthly bill would be around $90.00 and that I was still owed reparations for the problems I had. We talked the bill down to $125.00. I then asked what I could expect the monthly bill to be and was told about $175.00. I was sick or arguing and let it go.

After talking with my roommates about the high bill we decided to cut back to high speed light and just normal cable, total bill $125.00 a month. But yet again when the bill came in this time the wanted $325.00. So once again I called and this time I let em have it. But sure enough they told us the bill was right, pay it or they would cut the services and send it to collections. So sure enough we paid.

We all decided to move come may, so at that time I called to cancel the services. (best call of my life) and at that time was told I had an outstanding bill of $190.00. I told then we would pay it when we could as we were moving.

I moved in with my girlfriend and due to having kids in the house and things her and I decided to get me a cell phone, sure enough she got 3 rogers and had no problems with them. But sure enough after her and I go out and drop nearly $500.00 on two new cell phones, all the protections and all the add-ons we had two nice new shiny cell phones.

But once again the bill comes in and it is for an insane amount of money, nearly $600.00 So we call in and sure enough were told that is the bill pay up or we cut you. So we pay it, less than a month later our phones are cut, we call in and are told you owe us $125.00 for the cell phones. We told them it would be paid on the 1st of the month as my GF and I are both on disability. And to please turn back on the phones. Sure enough they do and when the next bill comes in it is for over 500.00 again just for the cell phone and the Internet. (sorry forgot to mention the Internet) After much discussion we were told yes the cell phone bill is correct and supposedly she had not paid her rogers Internet bill since november of 05, now I know the later is not true. As she has bank records to prove a payment of 75.00 a month to them for it.

We were told oh, it had to be going to the wrong account. After checking to make sure it was not the wrong one. We were still told oh it must be your mistake. So after arguing with the gentleman for some time we decided screw it and canceled out Internet and cell phone services. At that time we were told there would be an $800.00 service charge for canceling the contract early. Eventually we just told them we would take it up in court.

So that is my story, I myself still owe rogers about 190.00 and she owes the a whopping 1200.00 at the moment, both her and I are looking into a class action lawsuit against them and have told there very rude and pushy collection people that as well as record all there calls to us.

Be warned people, rogers is inept, crooked, and just down right dishonest. They will offer you the world to get you as a customer then screw you at every opportunity. Among my other friend this has happened to at least 5 of them plus ourselves that I know about.

There are laws in this country against this sort of blantent thievery.

Sincerely,
Brett R.W. Mapplebeck

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Eric M.
,
Jul 19, 2008 6:19 pm EDT

I second Jeff K., their a sick joke, i have terrible service on my cell, they NEVER know what your talking about when you have a problem, and their pretty good at adding anything from 2 to 80 dollars extra on my bills every month or every second month -.- i regret not staying with telus, if telus could use ericson phones and the iphone, im sure im not the only one who would say the hell with rogers...

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Jeff K.
,
Dec 28, 2007 5:58 pm EST

I agree whole-heartedly that Rogers is a joke. I've come to the conclusion that they do not want competent, personable people working for them. I applied to their company a few times for different positions that I would have been extremely well-qualified for (at least by most people's standards). They would interview me several times and then suddenly declare a hiring freeze (then what the hell did you advertise for?).
I think that if I had walked into the interview with an unintelligible accent or a smarmy, curt attitude, that I would have been a shoo-in.
Oh well, their loss is my current employer's gain.

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12:00 am EDT

Rogers Communications no free gift!

I received a mailing from Rogers and was told that due to being a valued customer and to show their appreciation, they have a gift for me that I can access by going to rogers.com/with thanks and all I do is enter my special number that was given in the mailing. Well, there is no such site and judging by other internet comments, others have had this problem.

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peterukilo
Calgary, CA
Dec 05, 2009 9:41 pm EST

like those I also Ireceived aletter about that . 2431-EN-0790 tel #ending in3010

thanks

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diane gravel
,
Dec 04, 2008 10:54 am EST

Also waisted my time on trying to find Rogers.com/merci . W here is my special gift.

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akili
,
Nov 14, 2008 12:52 pm EST

je ne trouve rien concernant ce cadeau sur se site

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darlene johnston
,
Aug 28, 2007 9:49 am EDT

I also have wasted my valuable time on this scam. What would be their purpose in doing something like this? If it's for goodwill, they can scratch that idea!

I'm calling management today to give them a piece of my mind.

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Hilary Henn
,
Aug 22, 2007 4:35 pm EDT

This bothersome notice is totally annoying, not to mention, totally unprofessional, seeing as how it's a dangling carrot. I agree with all the listed complaints, waste of time, total scam, and to add, what a disappointment. Am I surprised? No.

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Priscilla Tumbach
,
Aug 21, 2007 3:27 am EDT

What a scam. Makes me wonder why I would use Rogers as my cell phone provider.

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Mary
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Aug 16, 2007 2:11 pm EDT

I thought I was the only one who had that problem. Now I really want my free gift... is someone at Rogers reading this?

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Donna Scharfe
,
Aug 15, 2007 9:03 am EDT

Ditto! I phoned Roger's and they said I needed to sign up on the website,I already have an acct with them,to no avail when I go to rogers.com/witht hanks it brings u to a yahoo web site where more ppl are complaining they have not rec'd their free gift.

I emailed them and am waiting for their reply. Someone who set up this with thanks web site sure hide it well.

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Steven wilson
,
Jul 26, 2007 2:50 pm EDT

Like the others I am unable to access anything regarding a free gift. I don't appreciate being mislead, wastes my time. Yet another example of poor organization and lack of communication the program will expire before they get their act together.

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Johanne G
,
Jul 23, 2007 1:35 am EDT

Like Deborah I also received a letter about a reward that I can choose on rogers web site rogers.com/merci but there is no such web site.

ComplaintsBoard
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12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Rogers Communications - free gift offer is a scam!

I received by mail an Our appreciation for your business with this special thank you gift offer. It states that I just simply visit rogers.com/with thanks and enter my personal gift number before August 31. Signed Matthew Ariker, Vice President, Customer Base Management, Rogers Wireless. Today is July 16th. However, there is NO Site to be found. What a...

Read full review of Rogers Communications and 18 comments

Rogers Communications In-depth Review

Business Overview: Rogers Communications was founded in 1960 and has since expanded to become one of the largest communication and media companies in Canada. They provide a robust catalog of services including wireless communications, cable television, telephone, and Internet connectivity. Despite a competitive industry, Rogers Communications has maintained a strong foothold due to its comprehensive services and widespread recognition.

Quality of Service: In terms of speed and efficiency, Rogers Communications brings high-speed internet and effective wireless coverage. However, like any ISP, they do experience periodic network downtimes. The company’s customer service can be a mixed bag, with some customers noting exceptional support, whilst others face longer waiting times. Their commitment to support and maintenance is commendable, with regular updates to hardware and software in a bid to improve customer experience.

Product Offering: Rogers bundles a range of services — TV, internet, home phone, and wireless — with flexible options to accommodate various user needs. They have consistently embraced and executed technological advancements, including 5G, which has further elevated their service quality. User experience is generally good, though comfort levels can vary per specific products or services.

Pricing: Rogers Communications offers competitive pricing matching the industry standards, though they may appear expensive for basic packages. Comparing with competitors, prices are in a similar roundup, although the specific features in each package may vary. Rogers often provides promotions and discounts, especially for bundled services or long-term contracts, which can enhance their value for money.

Network Coverage: With a strong regional presence in Canada, Rogers Communications dominates in many areas with its superior network quality and reliability. Continually updating their technology ensures customers almost always have the latest in advancements, including the growing reach of their 5G network.

Customer Support: Rogers Communications offers several modes of communication, including telephone, chat, and social media for customer support. While there are periods of high-volume which can lead to longer waiting times, most customers find their issues resolved effectively. 

Corporate Responsibility: Rogers Communications has shown commitment towards reducing its environmental impact and actively participates in numerous community-related initiatives. The company also places a high priority on ethical practices, including a strong stand on data privacy and consumer rights.

Online Presence: The Rogers website is informative and user-friendly, providing a hassle-free way for customers to access and manage their accounts. Their mobile application equally offers a seamless user experience. Their social media platforms are actively used for customer support, updates, and promotions.

Company Culture: Rogers Communications ranks well with employee satisfaction, offering competitive benefits and fostering a growth-oriented environment. They promote diversity and inclusion, making it a forward-thinking entity in the corporate world.

Final Verdict: Rogers Communications offers solid coverage and an expansive suite of services with state-of-the-art tech, although their services might be costly for some. While improvements could be made in customer service, they generally handle issues effectively. Their online platforms are easy to navigate and they maintain a high standard of corporate responsibility. The company's future seems promising with continued expansion and investment in new technology.

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