Rogers Communications
reviews and complaints

Good afternoon. My name is Joseph Jesseau. I`ve been with Rogers for 33 years. Never missed a Payment and always had to fight to save a few dollars. after a couple of severe Strokes in July 2019 in critical care in Royal Victoria Hospital, its been advised that I stay clear of stressful situations that clearly effect my health. This latest contract which I will say Rogers has changed several times throughout its 24 month agreement ( Breach of Contract ) according to the CCTS and Ontario Ombudsman, will come due for re negotiation on March 8 2023. After receiving notifications from Rogers that -re negotiating should take place in Febuary, Our Current Ignite Premier Package suits our needs. we cannot afford a penny more and dropping to a lesser bundle? Bell Canada offered us the exact same package as We have now with Rogers except to entice us away from a 33 Year Committment with Rogers they are including all the Movie stations ie Crave, Disney, Netflix all for $125.47 a month for 24 months. Versus Rogers Who thinks widdling parts off my current package to save money is the best solution?or settling for a lower package? I cant afford to pay your $164.84 increase for the services we have enjoyed for the past 24 months at $137.85 which began at $123 and increased by Rogers throughout the course of the 24 months thus committing a breach of Contract which Rogers is so famously known for. Recently discovering that Rogers actions of periodically doing that is against the Law according to The CCTS and CRTC who I have spoken with today. Here we are again, fighting is just worth the aggrevation that a Mutli Billion dollar oraganization that feels it pertinent to take the little from those of us who are disabled on fixed income in the middle of a Country wide inflation where paying Rogers $30 plus more for me is the difference between paying for my medication or buying a meal where for Rogers would be the tip after enjoying a $1000 meal. its clear that Rogers refusal to budge from their stated increase price, Proves that Rogers is actually not concerned about its Customers Needs and supports as bilking the customer for $30 plus more which is the difference between a Meal in these inflationary times show quite the opposite.Yesterday. Rogers Hung on me twice. with a 2 hour wait time each time? 5 hours just on the phone trying to reach the Loyalty department. and now 3 hours today. Is there any way we can come to a mutual agreement without all this frustration? or is the best You can do

Sincerely and Respectfully

Joseph Jesseau

11 Prestons Street

Warminster. Ontario

L0K2G0

[protected]

[protected]@rogers.com

January 30th, 2023
Re: Returning the Upfront Edge Phone from Rogers
On January 7th I dropped off my phone at Staples
On January 10th the phone was received at your Oakville location.
On January 19th at 11am I received a text saying that you haven’t received my phone.

On January 19th at 11:30am I chatted with Janvi and it was confirmed that the package was received on January 10th, he created a case for me and said that someone would get back to me within 4 to 5 days. An email was also supposed to be sent but nothing was received on my end.
On January 24th at 2:52pm I received a phone call from Rogers confirming that you did receive my phone. Once again, no email confirmation was sent.

January 30th, I was sent an email saying that you did not receive my phone and that my next bill will be charged an extra $552.00

So on January 30th, from work, I was on a chat with Angelina starting at 10:35am, the device was confirmed returned on the chat, I am still not sure why returning the edge device caused so many issues. Angelina said that she could not compensate me for the stress, anxiety and wasted time this has caused. I asked her to transfer me to Customer relations, I then spoke to Maria and after reviewing my file Maria said that no compensation can be given. I asked to compensate me for a full month service including the device payment and taxes. I was told that this could not be done. After 3 hours on the chat I was left with no compensation what’s so ever. I requested someone to call me, I was told it will take 4 to 7 business days.

My confidence in Rogers is not good right now. This caused me a great deal of anxiety, stress and wasted time. I’ve had to pull myself away from my business to deal with this error on Rogers part. I would like to be compensated for this horrible experience they put me through.

Thank you

Today I suddenly received an email from your company, that I have become one of your customer. In the email, it shows all my information and said your company would come to my home to install the equipment later. I tried to call your customer service, they told me a sale names "Robert" had talked to me and signed this contract with me today. I am so confused that who is this "Robert" and when I talked to this sale? I have not contact with any of your company's sale for many years. How can they create the contract without my agreement? Is this an illegal contract?

Hopeless and unprofessional company whose client care dont know which department is appropriate to transfer

I am calling and holding the lines transferred in each department to just swap my currently new device mobile phone received on 5th jan 2023

I was on phone calls for 8hrs holding lines and waiting from

10am - 6:45 on 20th jan 2023

these are the interaction number from morning 8 hrs with no results

I [protected] @ 11;00 am PAULINA

I [protected]

I [protected] GRACE

I [protected] Tom ... was able to cancell the 2 lines ( as was so frustrated ) but not able to swap the device and transfered the line

I [protected] I[censored]A @ 2;30 pm

I [protected] sukhdeep @ 3pm

I [protected] PETER ( manager) @ 3;40 pm

I [protected] Donna 6: 30 pm >>>>> she really help but awaiting for the win back team to call me back on this issue to swap so let us see when this time will come .

really is there any clue to this response .

My Internet service was not working for several months. My kids would always complain about the slow and intermittent five minutes on and off Internet service. This was impacting their schoolwork and exams. I did not get a chance to call Rogers until *November 22, 2022* . It was hours long wait before I could connect to customer service. I spent another significant amount of time with the CSR but she could not help solve the issue but promised to fix the Internet. On November 27, they sent me a text message that they were unable to fix the issue and the issue may have resolved. The text stated, “Rogers Msg: The Ignite TV issue you contacted us about on November 22, 2022 may be resolved as we were unable to pinpoint the cause of it. We're sorry for any trouble you experienced."

The service agent promised that they will refund me moneys for the faulty internet services. Not only that they did not refund any moneys, they continued to bill despite of the faulty internet service. They also did not send me any paper bill until the bill accumulated to $ 244. At this point, they sent me a warning email. Despite that I was not happy, I paid that amount. Rogers then confirmed by email that the amount was received. But I was surprised when I saw that they still double billed me the $244 that I had paid already and also charged me with a late payment amount. When I logged into my account, I was warned of account suspension with a warning to pay the $244 immediately as it was past due even trough I had paid this amount already. This is absolutely unacceptable. What have you been charging for ? Your internet has been disconnecting intermittently and we have suffered because of this. You promised to refund the money for the faulty service but did not! Your text confirmed that you could not pin point the issue and assumed that the issue was resolved but no one checked with me if this was resolved. I think I should be refunded and compensated for the losses and suffering. My suffered in their school work and deadlines because of the faulty internet. Moreover, our home phone is internet based and we have been disconnected because of the internet disconnection every now and then several times during an hour. This posed health and safety risk to our family in case of any emergency. I am justified in questioning about the quality of your customer services and the quality of your internet infrastructure despite hefty service charges. Do you spend any money on improving and maintaining your infrastructure despite making billions of dollars ?

Everyday I get a call from different numbers offering Rogers deals.

I have tried many times to ask to be removed from the list, but they only hang up on me. If I contact Rogers I get “there’s nothing we can do” or “you’ll have to change your number” seriously?

The last two days have been these numbers [protected] hung up on me, and [protected] also hung up on me.

I spent 45 mins waiting for your online support, so that Rohit from PEI could tell me to change my phone number.

I just want to stop being harassed on a daily basis by a Rogers telemarketing department. It doesn’t matter to me if it’s outsourced, Rogers hired them, and they are rude and hang up on clients. I have one service with Rogers, perhaps not for much longer. If you want your clients to treat your staff nicely, perhaps you should respect your clients just the same. Quid pro quo.

My device had Apple Care throughout the contract and I want it to continue. Once I found out that Rogers was ceasing to offer Apple Care, Rogers told me to contact Apple directly, so I did, and Apple told me that I could not re-instate the service because of their internal policies. So then I contacted Rogers back to ask them to enrol me in their new device protection plan for the current phone I have, because up until this month I had Apple Care on it provided through Rogers.

I have not been able to get through to Rogers to get this device protection. I am currently on hold, I have been on hold for 1.5 hours and previous attempts to contact Rogers resulted in me being on hold for extended periods and then the line being discontinued.
Because this is not a new phone, I anticipate problems getting the device protection, even though Apple Care on this phone through Rogers until it was just recently discontinued.

New client Nov 2022. signed up for TV Internet and wireless bundle. Wireless to be $25 monthly. Got first bill and had $50 charge and $100.00 charge not discussed at time of set up. Called and was on hold for 2.5hrs and got cut off. Called again Dec 16. after being on hold 1.5hr. Explained was not told about the additional charges, was told it would be reimbursed on Dec 22 plus any interest charges. Reference number [protected]. She also advised she would call me on Dec 22 at 2:30 to confirm this was done. No call. I set this account up for my senior mother and the person we spoke to on Dec 16 did not need my mother on the phone. Unfortunately on Dec 28 we got a text and email for late payment notice. I paid the $29.19 on Dec 16 and was told the additional $150 plus interest would be reimbursed by Dec 22. I tried to call while travelling on Dec 28 when we got the notice but the wait time was 1.5hrs. I decided to pay the past due amount as I cannot have my mother without cell service.

My mother is a senior living alone with life threatening illness of cancer and congestive heart failure and her phone is her lifeline. I have tried to call several times and the wait time is very long.

My mother has been extremely stressed about this situation and with her health I need to handle this as she is on a very limited income and cannot afford the additional amount of $150.00 plus interest. Today I have on hold right now for 2hrs and 40 minutes I spoke to someone (Vinitia) at 1.5 hrs but after 40 minutes she wants to talk to my mother. I asked her to call my mother but she would not she has now transferred me somewhere else and I remain on hold as I type this. I am trying to limit the stress for my mother because of her health. I was very frustrated today and have decided this is absolute terrible customer service and the affect it has had on my ailing mother is painful to watch. I have strong contacts in the media and they would love to hear how a physically vulnerable senior with serious medical issues has been treated and may have been cut off from service due to your mistake in charges. she relies so much on the services you provide and it is sad to see she cannot afford to pay the additional charges and how hard it is for her to get her money back.

I got Rogers internet promotion on November 24, 2022. The confirmation email is:

...

Our Ignite 500 Mbps package will give you:

· 500 Mbps speed

· Unlimited usage

· Ideal for 30-35 people/devices connected

· Wifi modem included

· 24/7 tech support

Cost: This package is going to cost you $49.99/mth plus taxes for a

2-year Contract & You Will Receive a $200 Bill Credit, which will be

deducted from your bill from the 3rd Month onwards

--

Promotion & Booking Department

Mohammad Ali

[protected]

---------------

However, I found that I was charged $180.79 per month.

I have called Ali, but he didn't pick up the phone. I have tried to call Rogers entire day, but after more than one hour

Waiting, nobody can resolve this issue.

I was transferred from one department to another department, finally someone answers my call from the cable department, but she dropped the call in middle of conversation...

I live and work a 1/2 km north of the US border in BC. Every month I receive numerous Roam like Home charges. I call, wait and try to get the charges removed; sometimes I am successful. I just received my December 2022 bill: there they were again - 8 charges at $12 each. I would like a review of all of my charges over the past 2 years. Rogers owes me. It is also a hassle and a waste of my time. Doesn't Rogers have an obligation under CRTC regulations to resolve these kinds of issues rather than putting it on the customer each month?

In part, there is a technical issue here that needs to be addressed.

This summer we purchased additional data for a cell phone line. As it was not showing up on the account we repurchased, again nothing updated on the account. Assuming it was a network error we continued to try to purchase the extra data. After 7 attempts all the data appeared in rapid succession. All said, this transaction was over the span of 15 to 20 minutes and we were left with a $523 bill for data. Data that would never be used. A portion of 1 block of data was used so I am not asking for that back but Rogers customer service agents (CSA) have assured us they will escalate this complaint to someone who can deal with it. First call to Rogers CSA was 8 weeks ago with no call back, second call to Rogers CSA was 2 weeks ago and again no call back after being assured we would get a call back. Who can I call to actually have this resolved, I'm out $500 and so far 3+ hours of really frustration phone conversations with really dysfunctional CSA's.

I have been trying to set up rogers cable tv for my elderly parents for about 1 1/2 weeks and have organized it all through my local rogers shop. After many no shows , no calls and speaking to about 12 people , many on hold for long periods of time and also being told call back will be a minimum of more than 3 hours I still do not have tv for my parents. The frustration is unbelievable and no one seems to be able to assist or tell me how to resolve this problem. rogers did not seem to be any too slow in getting a bill to me though! Help ! Please!

I am appauled about the time that Rogers has their customers waiting on the phone.. I spent a total of more than 3 hours last month, I called yesterday and waited for more than an hour, today I have already been on the phone and still waiting for an answer for 1 hour and 40 minutes and are still not answering.. It is very very upsetting how long they keep customers waiting.. I do pay a very big Amount for my services and to have absolutelty no one answer your calls is so Rediculous... I have been a customer for many years and instead of providing better quality and services they are getting worse..I am truly thinking about doing the switch to Bell...

I was signed on to a 2 year contract with Rogers Ignite in July. Due to circumstances, I now need to move and internet is already included where I am going. I tried to speak with a representative today, and she advised that I will be required to pay over $400 to cancel my contract. Despite trying to reason with the representative, there is nothing else that they can do to try to retain a customer. Absolutely disgusting. I also have a phone plan with them. Considering the outage, the slow internet service and dropped calls that I have experienced, it is clear that despite the Presidents message regarding providing the best service for their customers, there is zero customer retention here. I asked for the fee to be waived to cancel my internet. Is it better for them to collect the $400 or to lose a customer all together, who was planning on keeping the cell phone?

Hello, I started chatting with a live agent on Saturday November 5th 2022. The agent arranged for us to get internet provided by you installed at our place on Monday November 7th or Tuesday November 8th. I was contacted Monday informing me that there was a delay with my order and someone will be calling me Tuesday. On Tuesday I received a call to verify my identity and they informed me that everything is now okay and I will get a call the next day, Wednesday, to schedule a new service date for installation. Today, Wednesday and I received a call that I was not able to answer. The agent left me a voicemail with an order number telling me that he was calling to schedule the installation. When I called back, I waited about an hour to receive a call back since the wait times were long. Once I got through to an agent, She seemed confused and now said "here's what's gonna happen, someone will call you tomorrow about this order". At this point, I have already canceled my service with Bell and I am frustrated, so I tell her that I would like to cancel the order. She transfers me and I wait another 30 minutes on hold. Then the person I spoke to canceled my order. It seems like this is a very disorganised company and I am disappointed that I have such a hard time to simply get internet. The person who ended up cancelling my order was also condescending and cut me off a few times. I am not impressed. I probably don't mean much to you since you are such a big company and I think it's sad that we are treated as such.

I moved on June 30 and opted for Rogers for internet and TV. When on the call ordering I was offered a deal that would reduce my mobile phone costs, so I said okay to that as well. SIM card for the new phone service arrived but I was not well enough to deal with it right away - I have terminal cancer and some weeks are more difficult than others. Before I installed the card to switch phone providers the Rogers outage happened - a timely reminder that I should not have all of my communications eggs in one basket in case of emergency. So, I did not put the Rogers SIM card in my phone and remained with another provider for mobile phone service. Because it was impossible to reach Rogers shortly after the outage due to call volume, I waited until July 30th to connect with them. I was informed that I would have to pay for the month of July but that the mobile service would be cancelled effective July 30th and account credit posted as required. 3 MONTHS AND 5 HOUR-LONG CALLS LATER! I finally got them to stop billing me monthly for the phone just a week or so ago, but the credit for the amounts they have billed me for mobile service continue to add up. Just two weeks ago I was sent a service disconnect threat. I have estimated what I owe them for internet and TV and have been paying that, but now they threaten to disconnect my service for an amount they know I don't owe them because they cannot figure out how to post a damned credit. I'm tired, unwell and frustrated. And believe me when say that this experience and just the thought of calling them again and wasting another hour is causing me more angst than the fact that I am dying from cancer. I could switch provider for TV and internet but then I would again have all of my communications eggs in one basket which is not going to be helpful in an emergency if one provider has issues. It should not be like this.

Around September 8th, 2022, our box stopped working. we needed a new one. We were told it would be easy to replace at a Rogers store. two of the three stores we were told to notify no longer provide boxes. The third store is no longer open. We had to wait for the new on to be shipped. This was during the Queens death. I rarely watch tv and the time I wanted to watch something very important I COULDNT. the rep said someone would be in touch with us - we never received a call.

Our internet went out on October 14 when I was working from home. very inconvenient. It went out again on October 21st when I was in the middle of an online training session - that I paid for. I was not impressed.

Our tv, and telephone went out on October 15. we were in the middle of watching a movie. I had no phone service. My parents are elderly, and they would not have been able to contact me if there was an emergency. Again not impressed - like I said we rarely watch tv. Contacted Rogers the next day to complain and the rep was only interested in changing my plan.

I live in Pickering. I've had intermittent wifi service for the last couple of weeks. I finally called Rogers to complain and was told it was an 'area problem' which was also affecting my neighbours. I was told I would get 5 days creditted to my account,

At the same time I was told of a special offer I could take advantage of.

I have the premium package and I could get boosted to 1 GIG faster internet service and my pacakage price would drop to 144.00 plus taxes, which amounts to approximately 25.00 less than I was currently paying.

I've just received my bill and honestly you'd have to be a rocket scientist to understand the billing.

There is an overdue charge on it of approximately 26.00 ? No idea how

The total is approximately 200.00, so much for my special deal and the 5 days credit.

I am currently on hold for the second time this evening.

The first hold session was 2 hours and 7 mins at which point the line disconnected. This session on hold is currently at 1 hour and 19 mins.

I'm done! Outrageous service! Going over to Bell!

I went to update my phone at the Pickering Town Center

I had an appointment at 1 o`clock and waited a half hour to be attended.

At first everything was great and after the sales consultant informed me that there was a problem with my account with the internet billing.

At this moment, I found out that I was being double charged for my internet account and at this point the service manager named Shan Nadir told me that there was nothing he could do and he was no longer going to serve me and that I should leave store.

At this time at was on the phone with Rogers ( on hold) trying to solve the account issue. When I asked him if the other service person could help me he said no , I had to leave.

He then said " i don`t care if you are a 30 year costumer, I am not going to serve you.. and that point the mall security which he had called came to escort me out of the mall.

After leaving the mall and talking to Rogers, they let me know that they had made a mistake and my account is going to be credited for overpayment in the account

My name is Roland Dugas and i have been a Rogers customer for the last 30 years. I'm 66 yrs old with a very tight montly budget. A fews weeks back, Fido offered me a new phone and a good deal which i accepted. Last week i called Rogers for information on my recent bill which was resolve. While on the phone Rogers asked me if i had a cell, i told them i had 2, one with fido and another with no line. They asked me if i wanted to change to rogers since i have an account with Rogers. I said depends on the deal and possibly having a second line on my other phone. ... They offered me a good deal for which i was satisfied. 55$ for my new phone and 45$ for my second phone. I accepted.

1. First complaint: They gave me a new number for my new phone that i did not request, huge headache. Found that out at Rogers Office in Bathurst NB. From there i called Rogers and requested that i they could get my old number back. They told me to wait 90 min. and that i would receive a message asking me to answer yes in order to keep my old number. I have never received that message. Instead i received a message that because i did not answer yes and therefore they could not change my number. Ok i will keep that number, i have no choice.

2. Second complaint: Yesterday i received a bill from Fido for 155$. I believe that Rogers never cancelled my Fido account and that they did not buy out my Fido contract. Now what do i do. I have stress over this situation and i am out of options. Did Rogers buy my contract from Fido. Have They cancelled Fido. Do i still have to pay for my upgrated phone from Fido.

3. Third complaint: It took me 3 days to write those complaints because of the stress that this situation have cause me. Hopefully you can solve those problems soon. Roland Dugas account no: [protected]