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Rogers - Home Phone Service / disconnect home phone with no authorization!

1 Canada Review updated:

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 September 20, 2007 and found employees to have no idea what they are doing. The incompetence of the employees have made my life a living hell!!!

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Comments

  • Bl
      8th of Nov, 2007
    0 Votes

    Rogers home phone is awful. They give out your personal information to third parties, who in return call you on your new Rogers home phone and either hang-up, causing you to call back long-distance and being charged for it OR someone claiming to be from Rogers asks you to disclose all your personal information.

    The company that calls you 24 hours a day, 7 days a week is called TELEPERFORMANCE. They called and hung-up on me at least 5 times a day. When you call them back it saids that their voicemail is full and Rogers claims to know nothing about this. I have read on various message boards the same complaints about Rogers. They have made my life a living hell; I refuse to pick-up the phone because of this TELEPERFORMANCE Company that won't stop calling me.

    Also if you try canceling, Rogers will charge you a fee for early termination and Bell will charge you another fee of $55 as well as you will have to wait 10 days until your re-connected with Bell

    In Summary, DO NOT go with Rogers Home phone, you will be harassed on a daily basis, receive brutal customer service and be charge for returning long distance calls with no explanations. I have reported my experience to the better business bureau and I am switching to another phone company. Worst experience ever….A total waste of time, energy, and money.

  • Wi
      24th of Nov, 2007
    0 Votes

    I was offered a 6 month trial phone with Rogers. When I was called by them I was not advised of any restrictions about cancellation in the future. It took an extra 2 weeks to get my hook-up so instead of the billing starting at the first of the month it was to be from the 12th of the month. I was not happy with the phone service and went back to Bell. Rogers then billed me from the 1st to the 12th of the last month at the regular price which was not correct. I was not advised that I would be billed until such time as I returned the modem to one of their locations, even though I had talked to customer service on a number of occasions. I took the modem back the day I was informed of this and still cannot get them off my back. The service from this company is one of the poorest I have ever had the displeasure of dealing with. As I said - they called me for phone service I did not call them...

    Good luck to anyone who deals with this company!!!

  • Ze
      27th of May, 2008
    0 Votes

    - 911 AND EMERGENCY SERVICE NUMBERS (ambulance, police department, fire department, etc) WILL NOT WORK WHEN ROGERS HOME PHONE EXPERIENCES TECHNICAL PROBLEMS. Our Rogers Home Phone has (this time) been out of service for five days (due to an 'outside box' it was eventually stated). That means, for over 100 hours, no incoming or outgoing calls can be made from Rogers Home Phone-- i.e. if there were a fire or serious accident that required the fire department, the police, an ambulance, no calls can be made. (We have two small children.) Rogers Communications states, after chasing down a 'customer service executive', that in the fine print of the Rogers Home Phone contract, it states that emergency numbers will not be available... as if that absolves Rogers of bad service, of incompetent technical support, and indifferent customer service.


    - IN SIX MONTHS OF SERVICE, ROGERS HOME PHONE HAS BEEN DOWN COMPLETELY 4 TIMES. For 8 hours, 16 hours, 24 hours, and recently as long as 5 days. Additionally, there has been intense noise on the phone (radio station), so loud it's sometimes hard to hold a conversation. Each time technical support comes (to once again swap out the modem) we have to wait for them to arrive 'sometime between 9 am and 5pm.) Most recently, when the tech guy arrived, he didn't buzz a neighbor (as explicitly instructed) and didn't come in to fix as he stated 'he could not contact the customer'... of course, that was because the Rogers Home Phone was down.

    The reason for this blog is to let anyone know that Emergency numbers will not work with Rogers if there are problems-- this should be stated in all their publicity and promotions, not buried in the fine print.

    -IF YOU TAKE BUSINESS CALLS OR DO BUSINESS AT HOME DO NOT USE ROGERS HOME PHONE. You will be unable to receive important business calls. You will be unable to buzz in customers to take meetings at your live/work space if the phone cuts out.

    -IF YOU LIVE IN A CONDOMINIUM OR APARTMENT WITH AN INTERCOM OR BUZZER, DO NOT USE ROGERS HOME PHONE. The phone connects to the intercom/buzzer. When the Rogers Home Phone goes down, you will not be able to use you intercom or buzz anyone into your building.

    -ROGERS CUSTOMER SERVICE IS EXTREMELY BAD It took 3 hours on the cell phone one day to finally reach someone in authority in customer service. I was passed on, disconnected, put on hold, past the wrong departments, told their was only one manager on duty (one!), etc etc. Eventually I called the head office. On this occasion (when our phone was done for 16 hours), the customer service rep was okay and listened to the problems, solutions I suggested, etc. HOWEVER when I recenlty called with the ongoing 5 DAY OUTAGE, the person I got at customer service initially made it sound like 1) the phone problem didn't exist and if it did it was my fault 2) that Rogers has been providing service so good that there is no room for improvement (and had no need to listen to customer complaints or suggestions) 3) His response was, when I said "If I go to a restaurant and get horrible food and service, the manger comes and admits the food and service was bad, and corrects it", his response was... wait for it... "We're not a restaurant".

    -MORE BAD CUSTOMER SERVICE: Suggestions ignored, dismissed, belittled: such as providing an emergency cell phone (with liability waiver) until the problem is fixed; faster troubleshooting; a SIMPLE ADMISSION THAT THERE IS A PROBLEM; statements that 911/Emergency Services not working when the phone is down should be stated on ads--like disclaimers on drug ads, etc--; pro-active not argumentative customer services (i.e. "let me credit your account for the problems" vs implying my complaints are invalid), etc etc.

    -DO NOT USE ROGERS HOME PHONE SERVICES PROVIDED BY ROGERS COMMUNICATIONS IF YOU WANT: a reliable phone that won't cut out unexpectedy and completely; 24/7/365 access to emergency numbers like fire, police, ambulance, 911... at least with Bell, you can always access 911 (even if the power is out); good customer service

  • Ma
      1st of Apr, 2009
    +1 Votes

    i am tired of the echo, the dropped calls and friends trying to call and being told the number is out of service. ROGERS SUCKS!!!

  • Be
      15th of Apr, 2009
    0 Votes

    Yes!!! i`ll never let Rogers take a peni from my pocket!!! event cable tv and internet, ow i using PRIMUS internet, mostly better. unlimite usage date...ROGERS SUCKS!!!

  • Pa
      15th of Dec, 2009
    0 Votes

    Rogers are real thieves. They charge you additional fees, partial charges, change bill periods etc.. .everything in order to sreal our money.
    When I asked them to cancel my home phone line (middle of November), they told me fine, you don't have to pay anything.
    But next bill, they charge me full price for full month of December plus $43.50 fees for disconnecting their service + $130 equipment charges...
    When I called them, they put me on hold for 30 min, then rep after listening to my complains put me on hold, I waited 40 min!!! (it's true) and than they simply disconnected.
    I called again and they put me again on hold, I waited again at least half an hour...than Rogers rep told me that I have to pay all charges because I have to give them 1 month notice if I don't want their service anymore. (why not 1 year!!!).
    Advise to everyone "Try to avoid Rogers by any means"

  • Jo
      19th of Mar, 2010
    0 Votes

    Darn Rogers! They're worst than thieves. I got my Rogers home phone AND Internet disconnected without my authorization two days ago. Had to call them and the excuse they gave was that my service was downgraded and that they had to disconnect it. What the heck means downgraded and who requested to have our service downgraded without the payers' consent? We told them off clearly that this kind of service is totally unacceptable and that they should not treat customer in this way. The customer service guy told us that these mistakes do happen sometimes and that they'll fix it right away. They came the next day and reconnected everything. And yesterday, I received not only one but TWO letters in the mail from Rogers stating that a request for disconnection has recently been made. The name of the Rogers rep was printed on the bottom of the letter basically to call him to sign up for suggested packages/bundles for 6-months deal type of thing. This is their way of stealing from people; always make additional charges on your bill; takes forever to get someone on the phone; makes stupid excuses to brush off customers; tells you to pay the full amount and that they'll give you a credit for the next month (which does not always happen).
    I really miss those days when both Shaw and Rogers were both competing. Hopefully when Videotron enters Ontario, that'll make Rogers to treat customers better.

  • Ys
      29th of Jul, 2011
    0 Votes

    I agree with every complaint above regarding Rogers. Moreso, Rogers customer service is what you call pathetic. More competition should eventually knock Rogers and Bell in line. I am never going to sign up with Rogers or Bell again. I would rather go without a home phone until I have completed my research into other service providers who are not affiliated with Rogers or Bell.

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