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Customer Service

+1 855 381 7834 (Customer Service)
+1 416 935 5555 (International)
+1 888 764 3772 (United States)
+1 800 787 7953 (Chinese Language)
+1 800 575 9090 (Pay As You Go)
+1 877 559 5202 (Billing & Payments)
+1 855 381 7835 (Wireless)
+1 855 381 7839 (Internet)
+1 855 381 7836 (Home Phone)
+1 855 381 7840 (Home Monitoring)
+1 866 210 4059 (Internet, TV, Home Phone, or Home Monitoring)
+1 866 727 2141 (Small Business)
+1 800 958 5000 (Enterprise & Medium Business)
40019 (Text)
333 Bloor Street East, 7th Floor
Toronto, Ontario
Canada - M4W1G9

Complaints & Reviews

will not stop billing for closed account

We have recently found ourselves caring for a elderly parent who, due to illness, is dealing with dementia...

Mississauga Mobile & Cell Phones

logging in

I really just want to say I am displeased with the way your system has been operating lately, a few weeks ago my system went down and I was led to believe it was a problem with my computer, over the next 4 days rogers vans seamed to be circling my neighborhood doing repairs.Obviously there was a problem that came in over YOUR lines and no one would admit that to me
I haven't been able to log on without difficulty since and when i called in, One of your technicians told me it was a problem on my end with my Ethernet card, this technician got my system up and running( he was very help full and extremely patient with me by the way, , kudos to him ) through the USB connection but I fear there has been damage to my computer is something that will cost me in the future . I have, today just switched over
to outlook express instead of Yahoo because of difficulties logging on just to check my E-mails .I hope you can solve your internal difficulties and I prefer to use your system, BUT, find it more of a pain than its worth at this time
My two cents worth
Randy Nash

  • Jo
    josephm moses Nov 25, 2009

    When it comes to Rogers anything is possible, How about being billed and put into a collections company called Metro Financial Solutions after the account had been paid in full for a lengthy amount of time, "with receipts" that prooved payment was made in full, they still insisted I owe them money, I faxed the receipts and still Rogers argued the case. I spoke with several Rogers Agents and their Supervisors, who all agreed that something was definately really gone wrong, even the collections people said they had never seen anything this screwed up. I moved and had tried to cancel my services from as far back as March 09 I moved from London In May 09 to a small town that didn't even have Rogers Services, but before I moved I had a gut feeling and called Rogers on May 7th and was told I couldn't cancel for an additional 30 days, so my Conversation in March went on to deaf ears and to make matters worse I was billed past the 30 days in May 7th 09 conversation and again billed into Aug of 09, I called Rogers on Sept 27th and was told to pay 214.44 which I paid under duress on Oct 7th all was supposed to be settled from the Rogers Agent and his Supervisor on Sept 27th paid the amount of 214.44 on Oct 7th and thought "ok what a pain in the butt just to cancel Rogers service" I must mention that not once did Rogers try to reach me and they had the info needed to do so.Since that date, I've been told I owe over a thousand to 384.00 to 204.51 to 119.00 and back to 4??.00 account receivables sent my file to collections while I had in my hand receipts for over period of months stating my account was paid, I might add that I was never contacted once, that is until I was driving down the 401 on Friday 13th and got a call from Metro Financial Solutions and its been hell ever since I was told as of the end of November my good credit will be effected in a very negative way, because of Rogers mismanagement of my account, in a way that Rogers own Agents and their Supervisors agree they have never seen, , Rogers is very much like Hotel California, , "You can check out anytime you like, but you can never leave" I've spent a minimum of 16 hrs trying to get it through to them. I've even wrote the Office of the President and a lady called D'Arcy is now trying to battle my case with a Rogers Liason and my contact person at Metro Finicial Solutions, (Jason) has told me that this whole case is most bizzare case he has ever seen, as he has the faxes of receipts, but is at the mercy of what Rogers is claiming, any idea if I can sue Rogers for a Million Dollars? my Lawyer thinks a lawsuit would have a positive outcome, but all I want is to have this nightmare end and to warn others how bloody backwards Rogers are and how badly they can ruin your life over Kindergarden Educated Accounts Receivable and How little Rogers Agents and there Supervisors authority is continually overstepped by some idiot, with some twisted and vindictive agenda, that suffers from a Napolean Syndrome, beware Rogers has people with certain mental issues, , a serial malinger, who is at best an authority misfit, its to bad, , Rogers is no longer the most reliable provider, its people like this person that make Rogers less then it can be, , I would advise anyone who is closing their account with Rogers to have a Lawyer send them Notice 35 dollars, for a letter is a lot less, then I have had to pay and pay and pay and still no end in sight, , with Rogers and don't forget I still have the receipts that say paid and D'Arcy from the Presidents Office I do beleive is doing her best its a shame that every Rogers Rep and Supervisor have agreed with me and D'Arcy all have went to clear the account to zero only to be challanged by clearly some nut with, power by authority, , who is the only one right and all 10-14 people involved are wrong, someone needs to give this person who ever it may be a job in a retail store handing out late charges and restocking shelves, or send that person to a post in the Yukon, so they can mingle with the dogs and learn some morals, , Joseph Moses

    1 Votes

activated to the wrong account!

I called rogers to activate a pager I purchased - they activated it to the wrong person's account. So I get a call from a colleague indicating my pager is no longer in service. Called rogers and spent over an hour on the phone to find out that whomever had account to which my pager was activated called an reported the "fraud" so they deactivated the pager - with no notice to me. The was no reasonable explination for this happening. They can't reactivate the new pager and need to send me a new one that will take two days. What are they willing to do for me? give me one months free paging service - less than 10% of my regular bill!
THe customer service was terrible and the resolution was very amature.
What frustrates me most is how this happened in the first place.

iphone birthday present

I had a rather disapointing experience at a local rogers store today, which has ultimately lead me to cancel my rogers service entirely.

My girlfriend was planning on buying me a 16 GB iphone as a birthday / new job present and had previously visited the same store we did today. She had given them my current number, they had reviewed my account, and came to the conclusion that she would purchase the phone for $299 on a three year contract.

Today, she took me to pick the phone up, and this is when the problems began. Apparently the price of the phone had jumped to $399, and this from the same sales women would have previoulsy quoted a price. Apparently my account had not generated sufficent revenue to be available for the $299 price, even though I have no commitments and am currently on a month to month plan which was created from a pay as you go phone. Disconcertingly customers who do not have a rogers account already, are eligible for the $299 price, which begs the question what sort of revenue have non-rogers customers generated?

We left, without the phone, and called customer service. A rather abscent and unconcerned individual confirmed what the store had told us. I stated I would like to cancel my account, where I was transfered to the account department, where a pre-recorded message told me they were closed and disconnected me.

It is a real shame Apple decided to go with Rogers. If only the CRTC would open the airwaves to some other providers with half decent service.

they do not have a complaints department

I was inquiring about the services which were included in the $20.00 Value pack on my cell phone. When I went to access something on my phone I was warned that there may be a surcharge. It recomended I contact Rogers.

So I sent an email, and the response I go was not clear. So I sent another email. Teddy H. had this to say.

Thank you for taking the time to write to us, we appreciate your

use of online customer service.

In your recent email, you have informed us that you wish to know what

your Essential Value pack includes.



In order for us to provide you accurate information and protect your

security, we will require additional information. Please respond

to this email with the following:



* Your full address (including postal code)

* Your account number

* Your date of birth

* Any passwords that may be on the account for verification

purposes (if applicable)



You should expect to hear back from us within 48 hours of receiving your

email.

We appreciate your continuing patronage. Please contact us at

your convenience if you have any further inquiries.



For future email correspondence with respect to this e-mail,

please quote reference number [protected]



Regards,

Teddy H.

Rogers Online Customer Service

This was a general enquiry on a product listed on their site for Alberta. I di not see why they needed all the information that they asked for - Scammers ask for the same stuff.

So I wrote a letter of complaint and then I go this for a response.

Thank you for taking the time to write to us, we appreciate your use of

online customer service.

In your recent e-mail you have informed us that you don?t wish to

provide your account password via email.

The only password we?ll ever ask via email is the password/PIN on your

account. Not all customers have this password/PIN on their account. When

this password is added by our customers we advise them that it will be

required whenever the account is accessed by phone or email. Please note

we?ll never ask for your Rogers.com password via email only the password

that protects your account information.

We apologize for any inconvenience this may have caused and thank you

for choosing Rogers. If you have further questions don?t hesitate to

reply to this email or contact us at [protected]/7).

For future reference with respect to this e-mail, please quote reference

number [protected].

Regards,

Terry D.

Rogers Online Customer Service

That is not what the first email said. It clearly states any passwords that may be on the account for verification purposes.

I called Rogers to complain. They do not have a complaints department.

To me their request goes above and beyond the reasonable request for information. I was only asking what was available to ALL customers in Alberta that had that plan.

  • An
    angry customer Oct 21, 2008

    Rogers can't access your account without your name postal code and password if you have one. Otherwise anyone could go in anyone account and this would be a nightmare. They have to create a boundary.

    They do have a complain departement, you have to call customer service, be nice and ask for customer retention. If you are nice with them, they will actually help you.

    The best way to get things fix is to go visit the dealer that sold you the phone, they have rep to help them and they can get thing done faster by going to their dealer line.

    0 Votes
  • Ce
    cell phone issues Sep 24, 2009

    i just got a phone from rogers and when i turned it on ... it froze. it doesnt work and i was just wondering if i can return the cell phone that doesnt work because when i bought it i paid $30 for it because i got it with a plan.. can i go to the rogers store and get a new cell phone for the same price and give back the one that doesnt work???

    0 Votes
  • An
    AngieS Oct 25, 2010

    Meghan at Rogers talked me into transferring my Fido phone to Rogers. I said I would be charged a penalty. She said no, because Fido was part of Rogers. I WAS charged the penalty, by Fido. Fido call centre "supervisor" named Stella said they were not responsible.. I argued for one hour. Her vacuous response was to call Rogers. I called Rogers. Call centre lackey said it was Fido's responsibility and that she would transfer me to Fido. I screamed not to, that Stella at Fido told me to call Rogers... she said she would transfer me to Fido and did, even though I asked her not to. Then I was put on hold... waiting time over ten minutes and getting nowhere. I lost it at that point, sweating and crying with anguish. Bloody Rogers is soulless. They have no REAL person to talk to other than these low-paid call centre people. Why are we, the consumer, not being protected?

    0 Votes
  • An
    ANAM089 May 24, 2012

    ROGERS CUSTOMER SERVICE SUCKS LIKE ###

    0 Votes
  • An
    ANAM089 May 24, 2012

    NEVER EVER HAVE I GONE OVER MY MINUTES AND THIS ONE TIME I DID BECAUSE THEY DIDNT CHANGE MY FAV 10 PROPERLY MY BILL WAS OVER 300$ AND THEY ARE NOT WILLING TO FIX IT WE HAVE BEEN WITH ROGERS FOR OVER 12 YEARs ?? THE CUSTOMER SErVICE IS SO RUDE THEY WONT EVEN LISTEN WOW..

    0 Votes
  • Ma
    maureen pyle Aug 30, 2012

    I WENT TO ROGERS A FEW YEARS AGO, i have cell phone and all other service with them, I READ AND HEARD ALL ROGERS TO ROGERS LONG DISTANCE ISA FREE CALL. IN THE BOOK IT SAYS THIS IS NOT A PROMOTION THIS IS A ROGERS FEATURE, LOL THEY SAY NOW OH THA WAS DROPPED IT MUST BE A OLD HAND BOOK YOU HAVE, AFTER YEARS OF PAYING MY NOT SO CHEAP ROGERS BILL WITH OUT A MISSED PAYMENT, THEY CUT MY SERVICE OFF, I CALLED AND WAS VERY UPSET AT WHAT I WAS TOLD AFTER WAITING AND BEING TRANSFERED HERE TO THERE THAT IT WOULD BE THREE DAYS BEFORE I GOT SERVICE FOR MY TELEPHONE TV COMPUTOR, I NEEDED PHONE ASP AS WE HAD A DEATH OUT OF TOWN AND A 97 YEAR OLD AUNT THAT EXPECTS HER DAILY CALL. BIGGEST THING IS I HAD BEEN GETTING MAIL FOR ANN ADDRESS THE SAME AS MINE BUT KING EAST NOT WEST, THE GUY OWED OVER A THOUSAND BUCKS AS I HAS SEENN THE HAND DELIVERED NOTICES, I CALLED ROGERS AND OH YES DONT WORRY NO MORE WILL COME TO YOU, NEXT MONTH ANOTHER, CALLED AND THE LADY SAID OKAY ITS ALL BEEN CHANGED KING EAST NOT WEST, NEXT MONTH A TECH SHUT US OFF, SO I PAY FOR THERE MISTAKE THREE DAYS FOR THE TEC TO COME OPEN BOX OUT SIDE THE HOUSE AND TWO MINUTES LATER I HAVE MY SERVICE, THREE DATS FOR THAT CALL, I WAS AND AM FURIOUSE WITH THAT, .MY COMPANSATION IS A 26 DOLLAR REBATE ON MY BILL, LOL AND TO TRY AND EMAIL COMPLAINT FORGET IT ITS SO MUCH OF A HASSLE THAT YOU JUST FORGET ABOUT IT, I DONT KNOW HOW TO GET MAIL ADDRESS FOR COMPLAINTS EITHER. I WAS SENT A SURVEY AFTER I USED THERE ONLINE TEC, AND IY HAD ANAREA TO PUT YOUR COMPLAINTS ETC, I DID IT LAST WEEK AND GUESS WHAT BET THEY DONT EVEN READ THEM NO REPLT, SHOULD I SWITCH TO BELL LOL

    0 Votes

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if you deal with a mobile phone operator in canada, you are going to get ripped off

Went to get a "pay as you go" phone from Rogers Wireless, since I had a gsm phone but only made 2 or 3 calls per month.

So I walk up to the counter, tell them what I wanted. They tell me it's going to be a $50 "activation fee". Well, it's pretty well known that the Canadian mobile phone providers are ripoff merchants, but I can take $50. I agree, they IMMEDIATELY take a sim card out of one of their boxes, without telling me anymore about the product.

I then start to think about what questions I SHOULD be asking. Like "what's the minimum amount for a pay as you go card". $10. "does it expire?". This is where it gets really confusing. The card apparently expired in 30 days. But once the card is put into the phone, I'm told the minutes purchased roll over into the following month.

Cool. I give them my details.

It then comes up in conversation that the minutes only roll over IF YOU KEEP PURCHASING THEIR CARDS. So if you don't purchase a card, goodbye to your money.

At this point I'm getting annoyed. Hidden costs popping out of the woodwork like termites. $50 activation, minimum $10 per month, and then the kicker, $0.40 per minute for any calls I make in the first place!

At this point I'm annoyed, so I tell them that no, I won't be doing pay as you go from Rogers. Not at $170 for the first year and $120 per year thereafter, whether I use the phone or not. That's NOT "pay as you go", that's "pay through the nose for not much".

The kicker was, they then made me pay $25 + tax for the sim card that they had immediately opened earlier, before disclosing anything.

So we have a complete lack of disclosure on their part that ends up costing me $28 just for having talked to them.

Unfortunately, that behavior is apparently not only legal in Canada, it's typical of all mobile phone operators.

Be warned. If you deal with a mobile phone operator in Canada, you ARE going to get ripped off.

  • Co
    Connie Wright Jul 29, 2008

    I ordered the iphone on July 12th, the day after the iphone was released. I called and called to recieve information on tracking my package. I was then told that my order was denied because of flawed information in my billing address. (BOGUS)!

    I then placed another order on the 17th when I found this news out. The order went through and I received a receipt stating that my package will be delivered within 7 days. It is now the 29th of July and I have NOT yet received my package.

    I called in to speak to someone and they said that it could be a gliche and that my order probably didn't go through. I then told them that the $$ amount was taken off of my credit card so it has went through if the amount has been taken off of my credit card.


    They are NOW telling me that my order for the 2nd time has NOT went through and that I need to make my purchase in person. They also stated that the amount will be transfered back to my account within one MONTH.

    I think they are doing this because they don't want to let out too many iphones before AUGUST 1st because of the limited time offer price of $30.00 for a data package plan that is the equivilent to the $120.00 price plan.


    I think they are trying to limited the amount of phones purchased and received during that time so that they don't lose any money.


    THATS MY BEEF! Don't order the rogers iphone online. THEY are CROOKS! I've paid over $800.00 with my visa this month trying to purchase ONE phone. I wouldn't deal with the devil rogers ever ever again!


    They are crooks, liars and manipulators. I've heard the worst ### in my life...from Rogers representatitves.

    0 Votes
  • Co
    Connie Wright Jul 29, 2008

    Also Rogers and I have an angry past with one another. I've been a loyal customer for over 5 years, because I like their phones and I've had nothing but bad luck, bad service and horrible price plans.

    I've never been more angry in my life, when seeing a Rogers Wireless cell phone shack in the mall.

    I've had NOTHING but bad experieces for the past 5 years that I've been a Rogers customer. I can't say it any other way. DON'T GET THE iPHONE. They are only trying to lure you in. I would wait 6 months until Bell and Telus catch up and change their network paths to the same as GSM/Rogers so that they TOO can support the iPHONE. I'm sure BELL will come up with a way way way more attractive price plan.


    So if you do want the phone...then wait. Rogers iphone is the worlds most expensive phone. If you don't believe me then look it up online.

    Canadian customers are paying the highest price for their iphone out of anyone in the world. They do however have a smaller bill of $10.00 less that some other countries.

    HOWEVER in the long run you are paying over $2, 000.00 for your iphone purchase throughout the 3 year contract. Making it the worlds most expensive phone.

    0 Votes

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...

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 ***.

  • To
    TomCanada89 Mar 26, 2011

    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

    1 Votes
  • 12
    1234Robert Jun 30, 2011

    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!

    1 Votes
  • Ka
    Kate_22J Nov 23, 2016

    They're untouchable crooks, don't care for good and standard customer service. Because any way, money is pouring in for these crooks.

    0 Votes

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...

  • Ma
    matt1233 Oct 14, 2011

    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

    0 Votes
  • Ma
    matt1233 Oct 14, 2011

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

    0 Votes
  • Ma
    matt1233 Oct 14, 2011

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

    0 Votes
  • Jo
    Jordano8 Oct 26, 2011

    "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 asswipes: 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 douche who offers me "additional courtesies". I don't need anymore courtesy, I need a wireless company that isn't run by sociopaths.

    0 Votes

terrible service

I really should have thought twice about going with a Rogers bundle. 12 agents later, and I'm still...

fraud/misleading csr

It seems every single month, I'm checking my Rogers Wireless bills and finding things I'm being...

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!

  • Ma
    macnini Jun 04, 2008

    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 ...

    0 Votes
  • Pe
    Peter Von Rolt Aug 31, 2013

    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.

    0 Votes

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 thi...

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.

bad customer service!

We had had a large bill and understood that, we made arrangements to pay bill and were making payments but I...

terrible customer service!

Accepting Responsibility I would like to relate the following as a warning to those who expect some...

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...

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

  • Je
    Jeeplead May 04, 2009

    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.

    0 Votes

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 [censored] you over too.

EJ.B

  • Ak
    akl357 Apr 18, 2011

    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.

    0 Votes
  • Ra
    raysapp Apr 24, 2011

    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!!!

    0 Votes

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!!!

  • Pa
    Parvaneh Oveisy Jun 17, 2008

    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

    0 Votes

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