CB Telecommunications Rogers Communications Complaints #2-21

Rogers Communications Reviews and Complaints

Rogers Communications review: "free" cable box upgrade

Craig Hobson of US

Jun 27, 2026 10:11 pm UTC

Verified customer

Featured review

I was contacted by Rogers and offered an "free" cable box upgrade to the xiOne cable box. I accepted the offer and was delivered the new boxes. Three weeks later I connected the a box and tried to pair the remote following the instructions that came with the new box. Wouldn't pair - no matter what I did. Spent an hour restarting the box, unpairing the remote, trying to repair the remote following the instructions. I call customer support and waited about TWO HOURS for a support person. They told instructions that were NOT what was in the manual. and the remote paired and I was able to continue setting up the box. The agent (once I said that it looked like it was working) quickly got off the phone and I continued setting it up - only to get (at the end) an error code 012 - which means the box was not authenticated. No way I was waiting for another 2 hours - so I changed it back to the original box and continued on. Today - I got my bill - and was being charged $180 per new cable box - over $500. I used the online support and was first in line. They stated that my new boxes had been CANCELLED (I had not done this) and they were expecting them to be returned (hence the charge). Support person was good and I told him I wanted to keep the boxes - so he rectified the new charges and authenticated the new boxes. However, he neglected to tell me that the older boxes would NO LONGER work. So now I am without any cable access until I install the new boxes. I tried to contact support via chat - but I was SEVENTH in the queue and have waiting for half an hour. I don't understand how a multi million dollar company can have such POOR customer service! So sad ...

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Rogers Communications Contacts

Rogers Communications phone numbers

+1 (855) 381-7834

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Customer Service

+1 (416) 935-5555

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Internet

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TV

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Rogers Communications emails

RogersCommunityForums@rci.rogers.com

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Support

Rogers Communications address

333 Bloor Street East, 7th Floor, Toronto, Ontario, M4W1G9, Canada

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Jun 29, 2026
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