Rogers Communications

I have an open repair request since August 22, 2022 regarding my Rogers home landline - cable, not wireless. I have a particular problem when I try to call a specific other Rogers home landline number in that they can hear me but I cannot hear them. It is not a standard one-way voice situation as the party on the other end can call other people and I can also call other people and hear them just fine; I can call this same party's home landline number from my cell and everything is normal. This same party can call me from a cell number and everything is normal. There have been random incidents as of late where someone tries to leave me a voicemail message but I cannot hear it; I tried calling from a different landline yesterday to try leaving a message; I got cut off half way through the message before I could leave one; I am unable to call Rogers on my landline using the 1-888-ROGERS1 as it doesn't connect after calling; therefore, I use my cell phone to contact them regarding updates. Both the other party and myself went and purchased new home phones in the event that one was faulty; still did not help. Every now and then I get the same text message apologizing for the delay and that they are still working on it. I call at least once a week and each time the new person on the end generally states "oh, this is from August? We are usually able to correct within 48 hours; I will escalate this" Each time I call I ask what do "the notes and date entries show on the service log reflecting what you have done to try and fix the problem"? I am only give the answer, "we are working on it" but won't give me details. They insist they don't need to come to my home and test the hard line coming into my dwelling. It's been over a month yet at no time during my communications has it even been offered from them to give me any kind of accumulating credit for not having a proper working service that I pay for. I am pretty certain my request gets looked at and then gets dumped back in the queue for the next person as no one knows what to do to fix it. This particular party is my elderly father who I call several times a week; he has a hard time with clarity on a cell phone and is one of the main reasons I have retained the home landline as he is able to hear much better using it. A generic automated updated that someone hits send every week and to appease a client is not a course of action. I have 4 other services with Rogers besides this one and am almost ready to contact retention and end my accounts with them after over 30 years of being a loyal customer. If anyone has any suggestions of what they might think the problem is I would be happy to hear them as maybe one of you has the answer. Thank you for listening.

Despite changing all 3 of our cell phone settings to reduce data usage I am constantly being charged overages. One of my lines (mine) is only personal use as I have a work phone thru another carrier. Two of the lines work from home, the other is my 13 yr old's and have the infinite network with boosters. The wifi seems strong for the most part but I assume because of these $640 data overage charges, it must get dropped a lot of the time as we don't really go anywhere outside of grocery shopping and the in-laws (which we use their wifi if needed). So where are these overages coming from? We receive the data usage Texts and never respond with "GO" so how am I being charged overages if I am not authorizing them in the first place? I spoke to a call center 2 weeks ago and they "launched" a fraud case. Said they would follow up the following week. No call, no email. I called back and spoke to three more today to be told the fraud case was closed. Finally got a manager who I recorded basically saying their system data is accurate and shouldn't be questioned. I explained that there have been billing errors in the past that were fixed ($5516 in overages were charged in the last 18 months. After arguing, I had $2k of it reversed and now I am fighting for the rest! He reviewed my file and said that it was regarding text and phone charges, not data (like in this case).There was "nothing he could do", I just had to pay it. I recorded the whole thing. I have since filed a CCTS complaint form and will try to go thru the ombudsman, but really? I can't believe what we have to pay for communications these days. All the networks are owned or will be owned by either Bell or Rogers. What a farce. Where is the free market? Where is the value? More importantly, where is the customer service? Since when was the customer always wrong?

9-9-22 BRANTFORD, Franklin Street - I have had very intermittent Internet service since July 2022. Since Aug 18, 2022, I have logged over 17 pages of outage details, including hours of phone and chat calls to Rogers, 4 house visits by technicians, conversion to "Ignite"... My internet service is still on/off every few minutes. I work from home, on computer and I have lost over 30 hours of work in the past 3 weeks! The latest technician today, told me it is an area network problem.

Rogers! Are you listening? FIX THIS NETWORK!

On August 2nd, we chatted in to see if we could add a line on my shared data plan (I am a preferred customer) for my boyfriend. I have the chat transcript saying we wanted the $45 10GB plan, and he said he could give us $45 25GB plan so of course we took it. He also said there would be $0 setup fee and a free sim sent to us. No issues.

We chatted back once the SIM came and everything was great, they ported over his phone number and everything works great. I confirmed we would have $0 setup fee, they confirmed.

We get the first bill and voila! the plan was a $90 plan they set us up for, and charged us the setup fee. I am currently in a chat with Dodzi from Preferred Support at Rogers and this one is telling us too bad so sad it's because I am a preferred customer and it's too bad no one told me it wouldn't "work".

Well, they had no problem adding the line so the fact that it didn't "work" is on Rogers, not us. I have a written verbal contract and have no problem going further. I have plenty of time on my hands.

I have been a Rogers customer for almost 20yrs now. Multiple phone lines. Recent experience with call center is quite a surprise. Traveled to New York on the 8th of Jul, huge inconvenience on both travel and work related events due to no phone services. Net work came back on the second day. But was on and off for the next couple of days. Called customer service mentioned about roaming charges when I didn’t get a full functioning cellphone service. The rep said I should have called technical support team. I asked how can I perform a call if there is no network. He said I should have found a place that provides free Wi-Fi and call them. Are you kidding me? I spent all that money and traveling in US to call Rogers Tech support and paying for services I didn’t get to use? You have no idea how much potential loss occurred because of your poor network on this round. Now you blamed on me for not calling the tech support? Nice try! What a stupid logic! People be aware of this If you are someone considering Rogers.

On August 15th Wasabi Ali came to my door to sell me in a great package. For $119, I could get tv, internet, ho e phone and HSM. I would also get all cell plans associated with my home address at $35 for 25 go of data.

When the contract documents arrived, I noticed that HSM was not included in the $119 price and reached out to Wasabi Ali via text message and he stated that it should be included. I also asked about my cell phones and he asked for both cell phone numbers and Rogers account TD to make the adjustments. I kept checking my account and no adjustments for either cell phone or the HSM. Although I have this conversation in text messages, Wasabi Ali is denying the deals he presented me but has also said he made a mistake. So I signed a contract based on false information from the sales associate and I want the a corrected asap.

We depend on RSHM for our home security and protection. On May 1st my wife accidentally entered in the wrong which turned out to be the duress code.

Unbeknownst to us Rogers was notified and police were contacted. HOWEVER, Rogers received the duress signal at 11:22:13am and attempted to call the police 9 seconds later but did not make contact until 11:49:55am.

Police arrived shortly after 12:00pm to check in on us. The policeman confirmed that they did not receive the call until 11:50 and expressed concern as they were aware that almost 30 minutes had gone by before Rogers contacted dispatch.

When we signed up for this service we were told that in an emergency that police would be dispatched immediately. This was far from the case. In speaking with Rogers following this event I was bounce around 5 different reps and was not able to get answers as to why it took almost 30 minutes to make contact with the police. What I did learn is that Rogers uses a public telephone line to contact the police and there is not alternative when the line is busy.

Despite the false alarm, I believe we have been seriously mislead and Rogers has not live up to the service expectations they have set. Had this been an emergency someones life could have depended on their response time. None of the 5 people I spoke seemed to care. They stood behind the fact they made the initial call to police 9 seconds after the duress signal was entered as doing their part. But it isn't the call that's important, it's making contact that counts.

I called on July 17th, told the address was not in the database, they would setup. It took 6 more calls to get this moving, done on the 17th, then I needed a background check, took a week, then a week to get on the schedule for the 8th. On the 8th, technician showed, said he did not have the right equipment, was going to show on the 13th, never showed. I called Rogers and they moved to the 14th. I got a call morning of 14th that weather was bad and he wanted to reschedule. Appointment was 12 to 5, weather was fine by 1PM, He rescheduled to the 22nd anyway.

I started this process back on July 17th because we have Ukrainian refugees living in the home and they need internet to communicate, we are still waiting. I can understand no install in bad weather but weather was fine during install time and appointment still got moved out another 8 days.

Got bounced around both their phone service and online chats at least a dozen time each time. Was on chat for 2.5 hours at a time.

Horrible customer service to get access for internet which Rogers has monopolized in our area in New Brunswick

Went to this Rogers store today ( Aug 5 2022 ) to add a line to my wireless for my son's 13th birthday present. When I got there, the doors to the store where locked and a sign asked to scan a QR code to be placed in line. There was another customer waiting and myself. I scanned and did what was asked and waited. Today the humidex was sitting at 35 degrees so it was uncomfortable to stand outside. Looking into the store I noticed 2 workers and 2 customers. I thought that it did not make sense to have customers wait out in this kind of weather when there was plenty of room in the store. But I waited and about 15 -20 mins later I was let in. As soon as I came in I asked why this store is making people wait outside in this kind of weather. The answer I received was that it was the store policy. I commented that maybe they should change the policy in conditions like this. I was told that there is nothing he can do about it and looked away from me. So, I felt that was not an answer that was respectful I commented that although the employee had his rules to follow, he should be thinking outside of the box and gage what the situation is and maybe ignore that rule. His answer back was that the policy is to avoid theft in the store. Ok, so they have theft problems, but is that the customers fault? I let him know that maybe the store needs to hire security if theft is a big problem and not punish the customers who want to give them business. That was my conversation with this employee. Then a second employee started to take care of my need , but since I was upset I asked who the manager was and I would like to speak with them. He told me that the Manager was not there at that time and tried to can her to no avail. I then ask him to take my number and have her call me when she has time which he did. WE then started to work on what I needed and something in their system was not allowing them to add a new line and a message would come up and ask that the customer ( me ) call a number that is for the verification department. I called the number and waiting about 7 mins before they answered. They asked me why I was calling. I told them that the store people computer ask for me call them. The person on the phone then said OK, I just text you a verification code. Problem was , they sent it to my Rogers phone which I did not have with me. After telling me that they could not do anything I did yell and told that I can verify who I am in store with multiple identifications. With a huff, the person on the phone said " ok, what's your postal code, what's your birthdate, what was the last bill you paid and what is the last 4 digits of the visa you used to pay the bill. I complied but at this point was getting a bit upset and I commented that I will not give him my password if he asks. He then said , ok, the verification has gone through. So the store employee went back to the system to try again and again it said the same thing to call a number for verification. He call his support team and they had the same problem and informed him to ask me to call the verification people again. I again called the verification number and waited about 15 minutes before someone answered. I explained what happened and he said again I sent a message to your phone which I explained that I do not have that phone and please send it to the phone i was using, but he said he can not do this. So again he asked me the same questions as before. After he said , ok it's done so I asked if he can stay on the phone while the store employee can try again. Employee was tryng but it still was not working. All of a sudden the first employee come to me and says that he has to leave and the employee needed to take a break. He was very stern about this and I said that we are almost finished and that the verification people where on the phone trying to resolve the problem. He again ask me to leave the store for 20 min until his manager comes back who by the way, second employee told me that she was at Vaughan Mills which I guess was shopping or something else. At this time I was angry and told him that it was not right to do this to customers , that the problem has to do with your employer and his manager and had nothing to do with me. The store shows that the it closes at 7:00pm. The time was 6:20. He insisted that he had to leave and asked me again to leave the store. I told him that what he is doing is not right and that he need to treat customers a lot better then this and I left and waited outside in the 35 degree heat. About 10 minutes later, I saw the store manager arrive so I went to the door to speak with her. She closed the door in front of me and ignored me. I waited a little longer and I knocked on the door. She came out and basically told me that I was rude to her employee and that she is putting a note on my Rogers file and that I should go elsewhere for my phone service .

First of all, the first employee that I complained to looked upset that I complained. It also seemed that he wanted to leave early for some reason although it was not closing time. He told his manager that I was rude and yelling which at one time I was yelling at the verification people. The worst part was that the manager did not verify with me what happened before she told me to go elsewhere. Bad management. It was clear that the manager was supposed to be there earlier so this employee could go home early. He was clearly agitated about this and took it out on a customer.

Rogers should think long and hard on how they train their employees. AS an owner of a business, I would not have my business if I treated customers this way.

Sorry Rogers Store, but you are clearly in the wrong.

Thank

For the last time, stop harassing me or I'll bring this to court. I don't owe you anything. My account has been closed since January, the equipment returned but because of some stupid incompetent people in your organization, you lost it in your warehouse. Not my fault.

So for the very last time, close this account and stop harassing me. I have the personal email of Martha Rogers. One more email and I will forward her my complaint.

Regards.

Isaac Wells

Account Number : [protected]

My girlfriend went to store to pick up her phone. I accompanied her to the store. We were serviced by a female worker who was training a new male worker. This other Male worker decided to butt in and take over. We had gotten the device, and had denied the extras 2 times, such as the screen protector, case, and block. This new male worker asked 2 more times, then pressure insisted a 3rd time, at which point I said we have said 5 times now we're not interested. He became very aggressive, asking what my problem was? I said we've said no 5 times stop asking, at this point he became very hostile and kicked me out of the store. I complied and walked into the mall, to wait on my girlfriend. He angrily says get out as he starts walking towards me in a threatening manner. I said I am out, and I will wait in the mall for my girlfriend outside of the store, he then continues to walk towards me in a threatening manner, I then said, you do not want to be walking at me like this. He then says I will call security, I replied that's a great idea, what are you going to say, you kicked me out of store for denying, upsells and then making me feel threatened? He then replies I don't want to see your face, is it because I am a trans-woman? His co-workers were embarrassed, my girlfriend was crying because he was stressing her out. The security guard happened past the store, he says nothing to him, because he knows he is in the wrong. This is no way to treat anyone if you're in the customer service industry, he went from zero to enraged in 1 second. He didn't offer apologies to either myself or my girlfriend. He is a horrible person. This happened [protected] @ 3:40

In May, like hundreds of thousands of Ottawa residents, we were left without power and Absolutely No Rogers services for two weeks after the Tornado in May. So I called Support to ask for a refund... Three days... 10 Anonymous Supporters (WE are here to help you) dozens of wasted hours..

THE BOTTOM LINE:

1. Rogers does not believe that there was a Tornado in Ottawa in May...

2. Rogers Techies say there were no outages at all in Ottawa in May..

3. Support person said that even if there were outages which I had not proven, it was an act of God.

PAY IN FULL.

Plus pay extra wireless charges. (I am a 70 year old disabled person with Stage 3 Cancer.. The phone was my only lifeline..

Too bad, you used it... You Pay.

NO APPEALS POSSIBLE.

NO CONTATS TO SENIOR MANAGEMENT,

Surely, hundreds of thousands of people victimized by the Rogers outage. then victimized by Rogers itself would love to hear your response which I shall pot and copy.

May I suggest a Class Action >

I returned a device more than a month ago but I’m getting it charged from last 2 bills. I’m paying my regular bill but every next bill includes the returned device price and late payment penalty.

I have called roger customer care 20 times and had been promised to get a change in 24 hours but yet no solution. It’s unnecessary mental harassment.

Need a solution right away.

In February during a phone call with customer service we agreed to

99.00 plus tax as the wifi, cable price as part of the bundle.

The March bill, April bill were widely wrong and adjusted but as of June, July the staff claimed, no notes on original agreement and so claim the wifi and cable was in fact 120.00 plus tax.

In June I was without wifi and cable for 5 days and each day, for first 4 days I called waited on hold for long time just to be told nothing we can do it’s an outside issue. Despite telling them my neighbours all had service. They refused to help me. I think it was a weekend so lie till Monday

On the Monday I not rogers insisted they send a tech and deduct 20.00. The tech could not come till tues.

He first just replaced the wifi and left without editing to see if it worked. I had to call him again on his cell and he returned 4 hours later to replace the cable box too. He was polite I think he was just new but it kept me home for another whole day just to let him in 2 times.

It worked after that and despite the calls and requests for customer service to address this billing issue it’s not been done.

I also downgraded my cable access in feb to get to the cheaper bill. I have been with rogers 25 years and am so tired of fighting each year to be treated fairly. To be given a fair bill in jkerping with new customer offers as I believe loyalty should count to be treated as well as new customers.

Please rectify my bill

On 07/03 I ordered services of internet, TV and cell phone. The installation of the modem and TV equipment was done on 07/06 On 07/11 my internet and tv stopped working without reasons and I hadn't received the cell phone either. I made contact with Rogers and was transferred to countless people, I waited for many hours until I finally heard that my account was canceled due to fraud. I didn't receive any notice nor did I understand why they did this. I tried to contact the fraud team and left messages but they don't get back to me. I have just arrived in the country, however I presented all the documentation that was requested of me, I have a work visa, Sin Number and debit card. I cannot resolve the situation, I am not able to work from home and I have a small child who cannot even watch television. Nobody helps me or returns, a sad experience, I don't know what else to do.

On June 17 2022, I changed my 2 Iphone 11's for 2 Iphone 13's and agreed to the 2 year agreement by Rogers for the uptimeth time! I have been a Rogers customer for years. I was told in store that Rogers was going to charge me $50.00 per phone for connection fee - that is a $100.00 only in connection fees!- but, I could call Rogers and ask them to waive that fee and that is exactly what I did. When I called Rogers on July 12 to asked them to waive the fee, they told me I could not get it waved because I didn't do the transaction Online! Really? I have been with Rogers for years (I could have changed Service Providers years ago, one that does not have Outages... Still, I am with Rogers). Long story short they were not able to waive the fees for me for the only reason I did not do the transaction online. This is absolutely ridiculous!

Please check Interaction number I1853170265 and the name of the customer service person was Patricia

I have trouble off and on before the black out on July 8 and it always the same reboot the route and TV box well I still have the problem but even more.

TV goes black for period of time then it will freeze or have no sound and the picture still working. I have rebooted unplugged for up to 10 minutes the Route and TV box. Tired using the chat and it will keep dropping Saying looks like something went wrong and I have to start all over agin. The internet it self only became stable late Sunday again after a few reboot`s

Thank you

The device was immersed in water, I sent it back to wellwise. They sent me a new device, but no sim card. I went to rogers store and got sim card. It worked for about 15 minutes. I phoned tech support. They sent me another sim card. It will not work in the new device. I went back to the insurance company. They have not tried to resolve this problem. I am put on indefinate hold and despite promises from operators have not spoken with anybody in their corperate dept...whom are the people they said I must speak with. At this point I am very frustrated and think that it is not my fault these devices dont work. The Rogers store said that it isnt their problem. It must be someones problem! I have coverage and am not being covered! Please do something. Sue Baker

I am currently in a plan under my soon to be ex wife's name. I asked rogers in store to change the contract, billing, and phone bill into my name. In store I was told I could return the phone in good condition and receive the 770 owing back but would have to pay 693 dollars to close the account to reopen again. I was baffled and called customer service. Upon reaching customer service I was told that not only is there no way around it (even though they used to be able to do it at cost as I was told by technical support). All I'm asking for it to continue the contract under my name same everything just under my name. Apparently this is impossible because of policy and you will surely be losing me as a customer. Truly disappointing experience. I've never been left so baffled by such a money hungry business tactic. I will be letting others know how shady you are as a company and plan to use another provider.

I am D Richard Cascadden. 10 65 Fiddlers Green Rd, London, Ont, n6h4v5.

I have been a customer of Rogers for longer than you have worked for Rogers. I grade your customer service as an F and getting worse.

I am on my 6th rented "box' in the last 4 years, each one lasts a shorter time period.

Last Saturday, about a week after my latest"box" was installed, I noticed one station, CP24, was not coming in. It was fuzzy with no voice. I called Rogers technical help, got thru (Surprise #1) right away. He was not able to correct the issue, but sent a techie right a way (Surprise #2). After trying several things and consulting with his boss, he informed me the issue was with the cable wiring within my condo. The wiring was old and had to be replaced, at my cost. When he left there were 2 more stations not being received.

After a night of reflection I determined his solution was pure BS!. It, plain and simple, did not make sense. I removed the power from the box over night, re-booted in the morning and am now receiving all channels,

I have since learned, my neighbour in unit 11 is having the same issue with stations not coming in.