Rogers Communications
reviews and complaints

Regarding : A phone I returned to an approved shop after being convinced to try risk free from fido/rogers sales a few years ago -
This was returned because I didn't have time to try it and they would not extend the time, so it was returned as received to their approved local shop.

They then tried to UPS me a phone (more than twice !) which I refused, telling me it was damaged and charged me some 800$, yet this was false. Over the years a collections tried to exort double that for interest, yet it was not my phone - I had no plan no contract. It has since been added fraudulently to my credit file and needs to be corrected and damages paid for this continued defamation.

Please contact my lawyer with settlement of this c/o 2 @ L3M 2W7

This is not my first reporting of complaint about this.

I canceled my internet service last May/20 with Rogers. Was told my new amount would be $202/mth for cable and home phone. Fine. But since then have not rec'd a monthly bill from them. But I continue each month to pay the amount I was told to pay by the sales rep. Never heard from Rogers until late last year saying I owe some extra money. Which I paid. They continue to send me letters saying I owe them more, which I paid. Still they say I owe them more. Still no bills or any letter of any change or increase. It's funny they can send me a letter but not my monthly bill. I sent a complaint to Rogers but still no answer except they do not respond by email only phone. I refuse to speak to them by phone until they send me all my monthly bills and proof of what is owe. But they won't do this. I notice the acct on the letter is different then the one on my bank acct that I use. I sent all this info to Rogers. I notice they have called many times and threat to cancel my services. But still no proof. If I have to speak to them, I will not be pleasant with them. I been a customer of Rogers for over 25 yrs never a issue. They have upset and stress me so much. Treating a customer like this during a pandemic and stay at home. We are both retirees, so what else is there to do but watch TV . I hope that you can somehow help or resolve this for us. Please help. Rhonda Higgins

very sick fed up with Rogers they caused so much trouble over the years but the one now is on March 25th

at 4.15 pm afternoon i was waiting to see my show and my 2 tv went off black I have 2 net box 2 tv I live alone senior with health problems with covid 19 we need tv all we got they HACKED me shot me off...I didn't understand I phoned Roger after 5 people talked give runaround they said I owed money 2 months but I live In CONDO I pay with maintains fees they turned me around
they wanted me to pay I give them my CREDIT card which they said they turn it on as soon as paid after they said its going to be tomorrow which I had no tv i was stressed out crying in a lot of pain talked to 5 people that is not right bill paid with condo fees I'm never late they take from bank ~~~next morning it was so bad 6 people give me the runaround from one person to another for over 30 minuets I hank up the same until they got me my boxes start working I told them I was going to the media I want my money back they where rude I had a lot of pain stress for no reason ~~I told them I wont do nothing until they send me money back and apology ~~~~yesterday they got a letter bill from Rogers AGAIN the same bill I paid with CREDIT card How I know I phoned my Credit card they told me the amount paid to Rogers with CREDIT CARD was 86.53 they send me the same bill for 86.53 what is wrong with Rogers the pain stress money you cost me I want it back with paid for all the trouble you all cased me ~~~~I PAID NET BOX with my maintenance's ~~~the people that work there they pass me along to 5 .6 people explained same things again and again don't get no where I want to be paid for what you did to me over and over now you want the money that I paid from credit card SHAME SHAME with covit 19 I have health problems live alone al I have is my TV you shut me down like HACKERS do ~~~~SHAME ON YOU ~~~~

I keep sending complaints, but still no response. I have told you over and over again I will not speak to you until you send me via email a letter addressing all my concerns, than I will speak to you by phone. But still no email response. Why? Every company I have dealt with response by email then we talk by phone. But you for some reason refuse to put anything in writing. Which is suspicious to me. You noted on my first complaint that this had been resolved on March 16th. How was this resolved when I haven't rec'd any explanation and you still continue to call. Why is it you refuse to properly address this? You have a poor customer service. If the customer matters, why don't you respond as the customer ask you to. It's sad that after over 25 yrs as a customer, this is the way you treat them. I gave you all the information. Noted that on the last letter the acct # was different then the one from my bank acct. The acct on the letter was [protected]. I gave you my acct I use on the previous letter along with my email address. So why don't you respond as per my request. All the money I have spent with you and this is how we are treated. I have always been a good paying customer. I guess that doesn't matter to you or if you lose a customer. Regards Rhonda

Back in August 2020 i cancelled my account with rogers, rogers continued to bill my credit card in september and october, despite being told verbally in august of the cancellation and in writing in september and october, account was billed again in November and i withdrew the CC authorization for rogers and sent another letter reminding them of the cancellation and to return the money they never should have charged my credit card. I explained this numerous times to the people who called from rogers and the response was always we will make notes on the file. Now the collections department is calling daily and no matter how many times this has been explained they just seem either to be unable to understand or simply dont care.

These calls are now bordering on harrassment and the simple fact is that rogers actually owes me money, not the other way around

This is my 4th complaint. Still no answer. As I stated in the previously letter. You have not sent me a monthly bill or any contact since last May. Yet you have sent letters saying I owe you extra money which I paid. Now you sent me another saying I still owe you more. I owe you NOTHING. Until you send me copies of all my bills from last year, when they stopped, I am paying you no more. I want proof. I know my rights as a consumer. I been paying you the $202/mth which is what the sales rep told me would be my new cost for cable and home phone. I gave you my acct # that I have been using thru my bank. The acct # on the letter says a different #[protected]. Something is wrong here. You have been harrassing me by phone & letter. I refuse to speak to you other than email. I want something in writing before I talk to you via phone. Stop harrassing me. I have been a good customer for over 25 yrs. If you dare cut off my service without resolving this issue, I am done with you and will never ever deal with you again. You have alot of nerve. We are retirees and you do know there is a pandemic. You are the worst company I have ever dealt with. Email [protected]@yahoo.com Why don't you try for once and respond . Regards Rhonda Higgins

Rhonda Higgins my acct as shown on my bank #[protected]. Last May/20 I cancelled my Internet service with Rogers. Was told by the sales rep. my new amount would be $202.00/mth. Which I have paid every month since. Rogers used to send me a monthly bill, but have not rec'd one since cancelling my service. Sent emails but no reply. Now I rec'd letters saying I owe them more money which I paid. Figuring I owed because I called my mother a lot during this pandemic. But I notice they have been calling me alot. Why? This is the worst company I have every dealt with. Email [protected]@yahoo.com

On the morning of 23 Dec 20 I visited the Rogers store in Georgetown Marketplace Mall. For a while I had been thinking of switching from my then TV/Net/Home phone provider, to Rogers. I had seen the Boxing week promotion for the Ignite TV/Net package, and so I wanted to sign up as a new customer. I also wanted to take the opportunity to upgrade to a new Samsung cell phone. However, all I needed was a fairly low budget phone with a basic data package.
I got there not long after the store had opened. There was only one customer in the shop. A sales person asked me what I was looking for. I started to explain what I needed.
Very quickly, he started lying to me. He obviously did not want the new business. When he realized that I only wanted a basic phone (and not one of the new expensive models), I am guessing that he wanted me to leave.
He said that Rogers did not provide cable to Halton area. I said that I had checked the services that are provided by his shop online, and it listed internet and TV. His response was... 'the website is false'. To me that sounded like an obvious lie. I confirmed this by checking service availably online, later than day, when I got home.
I left and drove to another nearby store. They signed me up for Ignite TV/Net/Home phone that day. I got the current promotion that I was looking for. And the sales person showed me a rang of available cell phones to suit my budget. I selected one, and so far I am very pleased with it. The level of professionalism of the sales people at that store was very high.
The Ignite system is now fully installed at my home. I am very happy with it, so far.
I was very surprised at the attitude of the sales person at the Georgetown store. He lost a sale, and it was not even as if his store was busy at the time.

We decided with the Black Friday Promotion of 150.00 it would be a good time to have wifi installed. Our call to Joseph in Kitchener appeared to go well. He said besides the 150.00 gift card we would receive 100.00 to cover the 99.00 installation charge.
It sounded good but it turns out the info given by salesman was not true according to my chat call to Rogers agent. The agent said it was not three weeks as promised and that there would be an availability etc criteria She said to check my junk file in 6 weeks with a further 45 days to claim.
I knew we had fallen for a scam as there was none of this mentioned when we agreed to sign up for Ignite.
Seniors are warned often about such things but we do not expect companies to be able to advertise and not deliver.
The billing agreement arrives only after you have signed up and the small print hard to read. As seniors we are often warned about scams. Now have a bill of 220.34 and no sign of the promised promotion.
The sad thing is there telephone service for tech help has been good but the false promises are deceiving. I do want to complain to wherever as this is not good business for anyone.

When I asked for a package none mentioned the activation charge. Instantly I can see the activation charge in my account which is unsatisfactory.

Requesting to wave the charge - home ignite internet

Shaharul islam
517 priestman street
Apt f4
E3b 3b6
[protected]

Hi there! I've made promise topsy but money issues have been my problem i've let my bill get out of hand and now all my services are suspended. They won't start them back without 1947 to be put down i've explained till i'm blue in the face shaking and close to a nervous breakdown that there is no way I can come up with that much money. I've asked yo speak to someone in corporate to work out a deal to figure it out and been told there is no way that can happen. I have a mom whose gone twice into diabetic shock with low blood sugars now with out a phone i'm unreachable if anything were to happen. I'm not sure you can help me with this situation or not or if you have a way of reaching anyone in corporate office

I have been dealing with Rogers since Apr 2019 to stop billing my account for a Netflix subscription I did not sign up for. With each call Rogers checks with Netflix to verify I di not have an account which I do not have.
I have to call each billing time to have them remove 16.99 from my bill for the fraudulent account.
The last call I was told an account was reopened July 2019? Not by me!
Each time the customer rep has said they will look into it further< but I never hear what has been done to recity this problem. Just billed again.
Seems it could be someone within Rogers is getting free Netflix thru my account, sounds reasonable as it is on going and no one within Rogers seems to have knowledge to delete the account from my bill.
Has anyone else had this issue with Rogers?

11:07 AM
ALAN
Why am I being charged a late payment fee for a new account for which automatic payment was authorized.
11:29 AM
Yash
Hello Alan. You have reached Yash from Rogers in Toronto. Your Residential Solution Specialist. Thank you for taking the time to connect with us. How are you today?
11:29 AM
ALAN
OK
11:30 AM
Yash
I can certainly look into your account, services and check that for you Alan.
11:30 AM
Yash
I am sending you a timed secure form, please complete that for me. As it will allow me to authenticate your account.
11:30 AM
Yash
If a form requesting your personal information does not appear, please click here to open it in a new tab.
11:33 AM
Yash
I have received your information, Thanks for providing it. Please give me a couple of minutes to look into this for you.
11:34 AM
Yash
So Alan you are referring to your Ignite Bundle Services right?
11:35 AM
ALAN
yes
11:37 AM
Yash
Thanks. So please allow me to connect you with my colleagues in Ignite Care team. Rest assured, you won't have to repeat your inquiry and my colleague will try to help you promptly.
11:37 AM
Yash
I am now connecting you with my colleague. Please do not close this window. I appreciate your patience whilst the transfer is taking place. Have a fantastic day !
11:38 AM

You are being transferred, please hold for the next available representative
12:06 PM
ALAN
One hour to get a response to a single question is too much. I will refer it to corporate HQ.
12:11 PM
Terri

Hi, I'm Terri from Rogers Live Chat Team in Toronto. May I have your name please?
12:14 PM
Terri
I'm sorry if you're having issue with the live chat. Are you still with me?
12:16 PM
Terri
I hope you are okay. I haven't heard from you for a while. I can definitely wait for a couple more minutes for us to connect. Please let me know.
12:18 PM
Terri
I'm sorry, I have not heard from you for a couple of minutes. I apologize we could not continue, please note that I am going to close off this conversation now. Here are some of the ways you can reach us: Live chat (), 7 am - midnight, 7 days a week.
This chat session has ended. Thank you for contacting Rogers.

I personally pay almost $ 350 for your services of Cell phone... Home phone...Internet... Cable... That alone is a problem in its self... Because after paying top dollar for your cable... how many movie stations can I not get... without contacting your company for additional funds... The biggest bunch of corporate thieves along with your bed mates Bell Phone that one could imagine... Lets get to the real reason of my complaint... You do realize that we have life threatening virus here and schools are closed and many people are out of work and thus out of funds... Staying at home with your children 7 days a week is a job in its self... Keeping them entertained can become overwhelming for parents... Maybe if Rogers Cable with all it money could reduce the price of their On Demand Movies from the regular price of $6.99 to say $3.00 it would take some of stress of the virus and their shortcomings out of the minds of these families and have something for children during these long days boredom... I know thats a lot to ask of a multi billion dollar company like you but maybe on behalf of all your customers during this virus epidemic you might think of them... and still the loss of your $ 3.99 would certaininly be off set by the volume of customer participation... Im single... You people cant even put decent movies on regular channels without gouging the public to phone in for more money... Keep your Poker Channel off the air unless your going to stop replaying the same tournaments over and over again... What a monopoly you people have..."Show Me The Money"... I do hope your subscribers can read this... because its the perfect example of Greed by Rogers while every citizen from Doctors to Nurses to the every day 9 to 5 worker are doing everything for themselves and for others to keep people safe and comfortable... you all sit in your ivory castles counting your money... You should all be ashamed...

I've got this new service back in December, since than every time when the hydro goes out for whatever reason, I have no internet, cable or phone for 7 to 12 hours.
Every time this happens, we call Rogers and they book a technician (the always have to book the tec guy a week from the day I'm calling)
Today the modem was unplugged from the wall and once again I have no internet, no cable and no phone.
When I called Rogers, they tried to do all the troubleshooting and it is not working, it's been 4 hours.
My appointment with a technician is only on Wednesday, 3 days from now.
My question to Rogers is, who's going to pay for the days that I won't be able to work from home until the technician comes?
Am I going to have a discount for the days that I have no cable, no internet and no phone?
Is Rogers paying for the anxiety this issue is causing in my household, where we have 3 people not being able to leave the house because of the current state of the world?
This issue is very frustrating! Rogers customer service is unhelpful and frustrating!
Everything they tell me when I call is exact the same information I can find online!
Please Rogers make more reliable products!
I also pay 400+ bucks a month for those services and am not getting my money's worth.

I requested two phones from Rogers and I received a confirmation from Roger that phones were shipped. A driver came to my house on Feb 03 and he delivered one phone only to my wife and she signed for it. I wait for the other phone but it did not show up for the next two day. I called Rogers and spent 45 minutes on a call with them. They told me the two phone were shipped at the same time. They checked the status of the delivery using tracking number. They found that status of the shipment were "out for delivery" @ 8:30 am on Monday Feb 03. At the end of the same day the status changed to "available for pickup on the desk". I went to Purolator branch at the mentioned address on Feb 05. The lady @ the desk checked the status of the phone and found out that it is at the branch. She give me the phone and apologized politely that driver might did not notice that it was two packages for the same address. After I left I found a note on the box that he knocked on the door and there was no response! Seriously! she opened the door to receive one phone only! The best part is after I left the store with 10 minutes, I received a message that the package is ready for pick up! wow. Two days lost from the 15 days permissible to return the phone.

They try everything to get you to give up your right to a claim. This company will throw up so many unnecessary administrative roadblocks in the hopes that you simply give up your request for a claim. I first contacted them on February 28th for a broken screen. I didn't get "approved" for repairs until January 14th. This was only after, no less than, six phone calls, multiple emails and three requests for a Supervisor. Every single time they told me the company line, "Your request is being reviewed. Try calling back in two to three business days. "Every call back was answered by another roadblock. I have been a Rogers Wireless customer for over fifteen years. I've never been treated so poorly by any company in my life. This experience is making me want to change my cellphone provider

Hello.

This is Afshin, for contract number [protected] - my tel number is [protected] and email address is afshin.r.[protected]@gmail.com.

on Nov. 22nd, I went to a CABINET store and changed my contract to buy two phone devices according to the verbal agreement I had with one of the agents. The phones I was supposed to have were an iphone 11 max pro and a Samsung S 10+ (as per the seller's explanations).

1) The Samsung device was for my wife, so I didn't check it until few days ago that we compared it with a friend's phone that was a Sumsung 10 and was exactly the same. Then I checked the box and saw that my wife's phone was also a S 10 and not a "S 10+)" while As I had dicussed previously with the agent, he told me that the high price of the contract was because the phone is S 10+.

They did not give me a paper copy of the contract, so I did not read it until I received a copy by email, and it was too late, because I had already signed it although there was no reference was made to the phones in it.

There is no poiting finger, but this whole story made me have a Samsung S 10 instead of previously discussed S 10+ and I am mad about it.

2) And about the iphone, there is an annoying issue with its earphones. it stops frequently and I can't hear the calls or the music stops a lot.

Can you please help me compensate? Or advise if I should escalate to higher reference because It became the second bad experinece with Rogers for me! Please help get rid of them.

Many thanks in advance.

Afshin

Horrible horrible experience with rogers.

Scam done by rogers and brightstar together

I bought a phone from rogers 3 months ago, and I lost the phone, they told me to contact bright star. On contacting the brightstar they asked me for 3 documents, photo id and service request form and the proof of address, I gave them everything and they said the request for a replacement phone has been approved and you only have to make a payment and you will get the phone. After I called in to make the payment, they told me they need another proof of address (for not reason cz I already gave them the proof) anyways I gave them another proof of address and they then told me it was rejected because the sim was not in the phone.

How does this even make any sense, if I lost the phone how do I know if the sim is there or not.
And they are not doing anything to resolve the issue. They told me I am not covered even when I have been paying the premium device protection, and gave them the required documents. And rogers wants me to pay the full amount of the phone I dont even have.

Dont fall into their scam people. They just want to take money from innocent people.