Rogers Communications

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]

I had problem in billing. My promotion discount was not applied accurately. I have called rogers for 7 to 8 times and they keep on transferring my phone call from one department to another then they finally hung up. I am on phone from last 4 and half hours. Another issue is regarding my phone protection was promised to be free for first few months but still i am getting bill. When i visit store they say i will see adjustments in next bill but no adjustment in last 6 months.

today 4 hours on phone made me feel frustrated.

I have spoken to three different people at rogers . All gave me different information. I asked if there was an outage and they claim NO . Then all different people tell me different information. Now your all using the same system and access the same information. This being said many areas are without service which sounds like an outage to me . And I am done with Rogers . We are changing over to Bell ! As my daughter who lives down the street has no issues . I use bell at my office as well no issues . Something definitely wrong with rogers and no one can answer a Simple question what’s going on in the area ! Don’t use rogers of your thinking about it as their service literally sucks !

I have a bulk account in my building that I'm trying to reactivate, I'm on hold now for one hour and 30 minutes and I got to talk to 3 agents that put me on hold until they work on my account just to find out that they dropped my call and I was back on line on the general customer service line..still on hold as I'm writing this.

This is after I spent days on the phone to try to figure out why I cannot get the cable channels working on my current account.

I guess that if there was not some bonus involved for a new customer there is no interest whatsoever or responsibility for Rogers Customers.

At least do not keep saying that you are fully Canadian customer services. this is really a shame!

I have a pay as you go account and Rogers charges me $.70 for every promotional message that Rogers sends me and every spam message that I do not pick up. This depletes my account very quickly with very little actual usage myself. Rogers allow no direct contact with an agent and the only contact provided is to obtain account balances, top up or buy new products.

Currently moving into a condo unit (expensive unit as well as it is at Friday Harbour Resort in Innisfil Ontario) which has advised that they have an agreement with Rogers so wifi is included in my condo fess, I have now contacted Rogers three times in 2 weeks to try to set up an appointment to have them come set up my wifi but i have been told i need to "set up an account" for my unit. I have been given the same response "we need to email the address maintenance department to put your unit in the system so we can create an account - should take 24-48 hours (this was on Sept 23) I called back 48 bus hours later (Sept 27) still no email response and was told the same thing, called back again after another 48 hours (Sept 29) and same response with now an apparent third email sent to the "address team", well now Im moving in and dont have wifi and cannot work yet I have paid my condos fees/wifi for the month. So im paying for wifi that I dont have because a "address maintence team" cant respond to emails from 3 different rogers sales agents. I also pay for my parents rogers home bundle for the last 5 years and I will now be cancelling that service as this is just ridiculous. I was told there is no one from that team to speak to and to call back again in 48 hours.

Signed up for Ignite service on September 13, 2022 and was told I am eligible for Disney Plus for six months. Rogers was suppose to send me an email but still have not received an email and my Rogers account says I'm ineligible for this service.

Called on Sep 16, 2022 C180370575 and have had no response

Called on Sep 19, 2022 C180456529 and was told I would be eligible in 24 hours. Sep 20th no email to setup Ignite TV

Called on Sep 22, 2022 I1892672184 told I should be eligible 7 days from the Sep 19th case call.

Sep 27, 2022 7 days have arrived and I still did not receive an email.

Super frustrating could someone please explain why this has not been resolved?