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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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8:43 pm EDT
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Rogers Communications Alarm Service

Please be advised I have not received a bill by email or by mail. Therefore my services were cancelled for only 200.00 . I have paid the amount in full and asked Rogers to restore my services its been 10 days and this hasn't been completed . I have in total spent over 7 hours on the phone over several attempts to fix the problem. Honestly WORST SERVICE EVER. At this point if I don't get the service or problem fixed tomorrow I am going to change providers as there are several alarm companys I can go with. I hope your company can do better as this is not rocket science i need my services restored but everyone just passes the buck.

Desired outcome: I want my services restored I paid in Full ...Easy

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5:15 pm EDT
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Rogers Communications Home internet, home wifi

My account is [protected].

Our internet has been terrible and off and on for a couple of months. This weekend we now have no internet. We waited 30 miniutes to talk to an agent who basically said to unplug it and plug it in again. Wow, thanks. She said someone couldn't come here to look at it for another week. My wife and I work from home and require internet to do our work. We are paying good money for this service (and need it to do our jobs) and 1 week is absolute [censored]. Why is your service so [censored]? Why should I have to pay for a week of no internet? "Sorry to hear about your problem' is not good enough. My wife and I are extremely pissed off.

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8:36 pm EDT
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Rogers Communications Bundled Service

I spent 4 hours over 2 days August 30 and August 31 and was hung up on 8 times, transferred I don't know how many times to get services changed. I finally got someone who I thought resolved all my issues; I even upgraded services.

Today I got my bill and they are charging me for equipment they say I didn't return. I have copies of the Canada Post tracking information - and confirmation the post office received it. If Rogers can't control equipment returns that is not a "me problem that is a you problem"

I tried calling but there is a 1 hour and 20 minute wait and the call service will end at 10pm - they tell you to use the website or the virtual assistant - neither resolves issues so it is useless - you always have to speak with someone.

I have been a customer for over 30 years and am absolutely fed up with the services Rogers provides. I want my account corrected or I will cancel everything and find another provider who understands the meaning of customer service.

Desired outcome: I want the additional charge reversed immediately

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8:37 am EDT
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Rogers Communications - My service was canceled

Account: [protected], My service was canceled with out any reason. when I applied for mobile service rogers validation ask me to provide few documents I did. then I was approved for 3 lines with dawn payments for device I payed each device $600. few days ago I tried to reserve a iPhone 15 they told me I need to contact validation teem. He was asking me too...

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5:20 pm EDT
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Rogers Communications TV invoice

Caoo on the 12th of october, dindt rwveive invoce, was told it was in th mail, erlyer follnwing week, still nohing, cal again staff not helful, still same story, was suppose to alk to manager, they hang up on me. Today call again, suppose to wait 10, to 16 minutes.5,10 pm, stlii waiting, been a custumer since early 1987, I am 84 years old, high blod pressure, diabetic, wih this agravation, both of then gone up>try to cancel service, but no go. Deseve 1 month free serice. If I am not satisfied definetly, with cancel service and go with bell. Your cutumor service staff are rude and ignorant. I will never deal with them again! Kept record on my last bill, days, time, waiing times and name of staff. Hopeto heard from someone. Thank you! Liliane shepperdson,#104 simpson av. Bowmanville ontario, account [protected].

Desired outcome: resolve situation

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Update by liliane shepperdson
Oct 19, 2023 5:28 pm EDT

Call on the 12 oct/23, no invoice was told in the maill will reveice follining monday! Still nothing, call again on the 18, same story, call yesterday manager suppose to talk te me. They hang up. Today I call again, waiting time to be 10, to 16 mutes, was 3 pm, now 5,30 pm, still waiting! Staff are ignorant ant they think I am stupid because I am 84! Surprise, I will beat them at they own game!

Update by liliane shepperdson
Oct 19, 2023 5:30 pm EDT

been with rogers since early 1987,never experience such a stupid peoples!

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5:17 am EDT
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Rogers Communications Internet/Modem

I want to file a complaint to the Agent of Rogers who register's me without my consent. She uses fake ID. This happened last year, 2022. Rogers sent me letter last April 19, 2023 that I have a balance of $433.48. I didn't know that I have to return the modem if i won't use it. So they charge me that amount. But I already returned the modem, I also called the customer service, they said they'll 'gonna investigate but they already forwarded my balance to the credit & collection. I never use that modem because I'm using other provider. I just want to clear my name and that balance. Rogers company should not tolerate such kind of employee.

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7:21 pm EDT
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Rogers Communications - Home phone and internet

Hi It is extremely frustrating and concerning when facing a shallow level of customer service from the technical team and technicians. I am without a home phone and internet since last two days and tomorrow will be 3rd day and continuously call for tech help to resolve this outage issue but every time tech team gives false and stupid reasons. In last two...

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2:25 pm EDT
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Rogers Communications sales rep misrepresented product, now on hook for cancellation

sales rep for rogers (ashk.[protected]@rci.rogers.com - [protected]) came to my door to sell me fiber internet.

i took his word for description of product and services and signed up. I did not set up the system until after a month. product is not as described by rep (there is no fiber in my neighborhood!) and now i'm on the hook for the cancellation fee of $322.

Desired outcome: i do not want to pay $322 to cancel a service i was sold by a rep who lied to me.

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3:42 pm EDT
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Rogers Communications tv ignight

i had to change to ignight tv, as my pvr was not working, remember i was told i had to as you were no longer seversing the pvr, and as i spoke the the tec i was told my channes i would not change, that was the first untruth, i must have asked him 6 time and every time he said my channels would not change. i now have a very few channels i watch a very few channels can watch. i have call a few time to add or delete a few channels to no avail. i know my bill has gone down and thats great, i would thather have my reg channels back. you have to remember you are dealing with senoirs and not just 20 year olds who stream, we re set in the stuff we watch as some of us dont get out a lot and the tv is all we have. when i say free to me im afraid to pick something as i will get charged for it. this is just some of the probs im having. this is a start. [protected]@rogers.com

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12:43 pm EDT
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Rogers Communications - Internet service cancellation

I am not a rogers customer but I got internet for my 91 year old mom so that she could have a reminder set on google to reminder her to take her medication. She passed away November 9th 2022. I cancelled her service. I have always paid my bills on time, and you had my credit card on file to pay for this account. When I cancelled my account I assumed you...

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8:18 pm EDT
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Rogers Communications - Shaw free cell phones forever

The Shaw Rogers merger has increased my billing with Rogers with their upselling and forcing me to take new cable boxes and modem that were working fine with Shaw and offering me way more speed on the internet than I needed but no other choice offered. I had free cell phone service FOREVER as long as I kept Internet with Shaw. The merger has cancelled that...

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4:49 pm EDT
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Rogers Communications Upfront mobile offer with uber

4 months ago I took iphone 14 pro 256 gb as upfront edge in uber offer

When I purchased its show 71.25$ with plan of 30gb + 5gb data bonus than 120bbill credit and 10$ off of wireless exclusive 24 months

Now the problem is last three months I got bill 92 $ so when I call to customer support the roger red wireless they ignore to solve the problem and they dont understand what we need

I need also cancel my services because I dont have that much money to pay.

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6:40 pm EDT
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Rogers Communications - Lied to during initial communication with regards to starting a financing plan.

On or about september 11, My communication with a representative of Rogers reiterated multiple incentives to sign up for a 2yr financing plan, specifically a monthly discount of around 10$ if I bundled my Rogers Phone account with my Shaw Ignite high speed Internet! (MY SHAW AND ROGERS ACCOUNTS WERE SET UP IN THE VERY SAME PHONE CALL... SHAW FIRST, THEN AN...

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4:01 am EDT
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Rogers Communications - Internet billing

1) I ordered internet for my mom who was in a retirement home so that her google would remind her to take her pills 2) I paid one year in advance as I knew she would not go over her monthly limit 3) She passed away on Nov 9, 2023 and I cancelled the service 4) You had my credit card on file 5) I never received a final bill nor a phone call saying that...

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10:23 am EDT
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Rogers Communications Home phone

Good day

I am writing in with a serious concern.

A few weeks ago a man came to my home saying he was working for Rogers and was offering me a package deal cheaper than the one I had.

Upon this conversation, he then took a pic of my birth certificate and drivers license.

Scheduled an appointment for hook up, and never returned.

Then, I called into Rogers, and they informed me that it was fraud, and they did not send him here.

So, I did report this incident to police.

I also see 2 account numbers on my bill, and they will not explain this either.

Desired outcome: I would like an explanation, as to why there are 2 account numbers on my account, and I also think customers should be warned of this!With identity fraud rising, this is completely uncalled for!

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Update by Crissey Boucher
Sep 21, 2023 10:01 am EDT

Good day,

I am writing you, as my sons credit has been ruined by Rogers on purpose!

We had rogers services at our home at 34 forest av chipman.

My home was set on fire with my son inside, and the fire department and police covered up the fire, and tore my home down within an hour.

The chief failed to report the fire to nb power.

I called in May of 2018 to have my services shut down, and at the time, the lady on the phone, told me to throw away the receivers and such, as they have been thru the fire, and they would be put into a lose department.

Well, I found the old bill from July, where we still got billed for services.

Also, got billed for all equipment, leaving our bill at 739.94

This is completely uncalled for, I dug thru the rubble to get the equipment, and they tell me to throw it out, then they turn around and charge my son and put him in collections.

Then I get a letter from Nussbaum Law, stating the bill is 1963.92, what do i do about this?..I do not mind paying the actual bill, but should not be charged for equipment they informed me to throw out.

Once collections called, I called the fire chief to receive a letter stating the home had burnt, and he would not provide me with a confirmation of the inncident, because they failed to report the fire to the police.

I work in a call center. I do know calls r held for 10yrs, so I ask u to pls pull the call, where i was informed to throw it all out, my son should not be held responsible for this.

Nussbaum Law, did inform me in 2021, that they had wrote into rogers, and asked any negative remarks be removed off of my sons credit, and now im being told that it was not.

account number [protected]

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10:10 am EDT
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Rogers Communications - A very unprofessional representative working at a high traffic rogers store

Hi, My name is Ping and I am the following ignite internet account holder [protected]. I was in a Rogers store at the following address: 100 Bayshore Dr Unit T52A, Nepean, ON K2B 8C1, and it was 09/16 shortly after 9:00AM. The reason I was at the store was to check on my ignite service cancellation status since I moved to another service provider. My...

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10:39 am EDT
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Rogers Communications - Home ignite

i had requested for Rogers Home ignite cancellation since I was moving out of town, but after learning about the $300 cancellation penalty, i decided to find someone to take over the contract instead of paying this penalty. i quickly called Rogers in 2 days and requested to avoid the cancellation as i had found someone. However, due to repeated requests and...

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3:34 pm EDT
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Rogers Communications Cellular phone data charges

In August 2022, one of my cellular accounts was billed $500 for data overages and another was charged $140. I subscribe to Rogers Internet and wifi as well and both my daughter and wife both use this when home (My wife works from home so only goes out for groceries, etc. and my 12 year old daughter was home all of July/August and is "autoconnected" to our home wifi) to avoid these types of charges. Neither was provided a notification of their overages nor did they approve the continuation of charges via the text from rogers on each of their phones (which I thought was to help mitigate these situations in the first place!). I called into customer service and got no help and elevated it to a manager who said "that their algorithm could not be wrong and I am responsible for the charges." I recorded this conversation for reference after he provided this response.

Desired outcome: Reverse or credit the $500 + $140 overbilling and late payment charge of $24.68. Total to be credited of $664.68 to my account.

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Update by Cdntelecomsareascam
Sep 26, 2023 3:38 pm EDT

This has not been "resolved". I was away on business. The CCTS has taken on my case against Rogers. I am awaiting contact to resolve it. Just want to be treated fairly, with respect, and as a valued customer. Stop being so F'n difficult to deal with and most importantly believe the customer, don't make them have to prove everything! I am not a criminal... Innocent until proven guilty. The burden of proof should be on you, not me!

Update by Cdntelecomsareascam
Sep 11, 2023 9:54 am EDT

Can you direct me specifically with a link?

Update by Cdntelecomsareascam
Sep 08, 2023 3:22 pm EDT

So I cancelled my internet and cable service the third week in July to move them over to Bell (because Rogers always treats me like it is my fault and offers no commonsense approach or sympathy). I specifically asked if I should return the equipment to the bell store and they advised me to wait for a shipping label to return the items. Bell was installed the last week of July and I started using their Bell services. I waited for three weeks and no label arrived so the equipment sat in the corner by my front door awaiting to be returned and was not being used (see my rogers bill to confirm no data or TV usage). After a few poor weeks with Bell (it seems they were having equipment issues in my neighbourhood after installing Fibre over the winter) I returned their equipment and cancelled my bell services (they actually sent a label and I returned the equipment with no issue!) and I unboxed and plugged in my old rogers equipment and went to myrogers account to reactivate and I saw that I was still charged for August usage despite no activity on those services. I inquired about why I was charged and was told that I never returned the equipment so I must be charged! . ! I never got the label, I offered to drop it off, and apparently this is the trick to keep me on the billing cycle? Why are all of the telecommunication companies so shady in Canada? We need more competitors with better pricing and service... Super disappointed again with Rogers! Please contact me to resolve and discuss...

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11:40 am EDT
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Rogers Communications - Billing department

Billing - Nov 5- Dec 04 2022 Dispute My name is Bardha Zani, Please see my notes below regarding disputing billing for amount of $106. I have cut Rogers Service since Oct 2022. Rogers Service was disconnected on the Oct 15 2022. Oct 20, received notification to return equipment in 7 days. Equipment was returned on Oct 24 2023 Tracking #...

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6:32 pm EDT
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Rogers Communications - Unethical door to door sales practices, mishandling of account for 6 months

I am writing this letter to formally lodge a complaint against the unethical sales practices and subsequent account issues that I have experienced with Rogers Communications. A nearly identical letter was sent by mail nearly 2 weeks ago, but I have not received a response. My interactions with your company have left me deeply disappointed and frustrated...

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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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