Rogers Communications
Reviews and Complaints

I recently called Rogers customer service to switch my Fido SIM card to Rogers, but the representative I spoke with was very super rude and unhelpful. She frequently talked over me, didn’t provide enough information about plans or promotions, and left me feeling undervalued as a potential customer.

Good customer service is essential, especially when people are considering switching providers. This experience has made me reconsider my decision entirely.

I just opened my accoutn and cause of my credit history that I owed money and what not back then... I m allowed to have bring your own device for 6 months then I meligable maybe to get phones... As always there changing there stories... And the validation dept named nishan validated me and again I had to be validated 2 days later I caught him again sayign this tim ei have to go to the store but he just validated me 2 days ago! And now the same guy! Makes me wanna go to the store and validate my ids we cant see notes on our account but I have ways to find out... As it says suspicious of fraud when I m the one who called... They ased me for my taxes wayy too personal... Gusy beaware what they ask you for! Cause some employees have ways to fraud account employees of csr valadation and fraud dept!... And they say it sthe customers not true when its actuall y coul dbe them! This rep nishan was very abnormal with me and had to complain for him putting anot esaying I m suspicious of fraud on my own account!... How can I fraud my own account... When I m not even allowed to get deivices at thi smoment only byod... Very starnge to mne! This rogers networkl of empoyee has to be cleaned up andinvestigated internally by th ehigher ups

Please be aware that starting September 15, there will be a change in the TV box rental policy. Customers will be entitled to only one free TV box, and the send one is 7 dollars and any additional boxes will incur a charge of $15 each. Furthermore, it is important to note that the rental equipment is not included in any of the plans, and the company reserves the right to adjust pricing at any time. Buyer beware!

A loyal customer for over 10 years, and it looks like the end of the road for Rogers.

Four the past few months I have received threatening text messages of my service to be suspended and hock up fees. To make things clear I pay my previous amount owing the following month as I get paid only once a month, I’ve been doing this for going in 10 years. I keep talking to a live person as to the annoyance. Enough already along with calls from sources whom I don’t even know calling me. Representatives don’t care and said it’s my choice and it’s policy. Customer service is not the greatest at best. Trying to get a hold of a real person is well… good luck.

in 2014 my wife had a small business in which we had internet apparently with Rogers. My wife worked with a co-worker who was on the account as well. My wife left the business in 2014 however the coworker carried on. in 2022 Rogers did upgrades in the area and was no longer offering the internet service however they would not allow the co-worker to cancel; the account since I opened it. I have since moved way up north with my wife and had no contact with the coworker however she continued to try and cancel the internet service and continued to pay for the service despite it not being provided to her. In the end they would not cancel it and she stopped paying and Rogers finally canceled the account for non payment in 2022. Its 2024 and I received my first call about this issue from Rogers. despite them having my phone number on the account. They advised they want the outstanding 400 dollars for non payment. They stated that the account was not able to be canceled as it could only be canceled by the opener me, yet they never contacted me to say it was closed or stop for 2 years. I can admit at first I thought it to fraudulent as I never recalled the account however I can take ownership to my faults of not being more aware but Rogers needs to take ownership to the fact I should have been notified and advised of the issues. If I was notified of the issued the account would have never been outstanding and canceled. Dealing with the call center is a nightmares'. I had to call 6 times and the one person that finally listen (a supervisor would only state i have to pay all 400 and its not his fault the Rogers automated system never contacted me. The worst part is I was just hoping to come up with a reasonable solution as the account had months paid without any service provided. disappointed and I will be moving all my services from Rogers I just wish they would have come to a reasonable solution

April 29th, 2024

Brutal experience with Rogers. I'm with Fido and wanted to get the Google Pixel 8 Pro in December due to a great deal. Ordered it. I saw that Rogers offered a 5G network for the same deal. I tried to switch. They cancelled the Fido phone order and ordered it through Rogers. (I kept the Fido account for the time). The phone came in, and it was a Google Pixel 8, not the Pro.

Rogers would not honour the deal after multiple conversations. I decided to return the phone and was told I could do it in store. I went to the store and was told that I couldn't. I called back, and they sent a return slip. I mailed the phone on January 23rd using their return label.

I noticed last week that there is close to a 1400 charge on the account and started getting collections notices. (I didn't notice bc my plan is still with Fido) I called back 7 days ago. Thank god I saved the return receipt from shoppers. Otherwise, I'd be on the hook.

The issue remains unresolved despite numerous conversations. My account is still in the negative by $ 1400, and I continue to receive threatening collection emails. I've wasted countless hours, which I can never get back, trying to resolve this issue. I was even told to call back 'tomorrow' as there was no update on the account, a clear indication of their lack of concern for my time and frustration.

The entire issue was caused by them sending the wrong phone. I easily spent 8+ hours on the phone, in chat, etc. Rogers offered nothing to make this right. The complete level of incompetence from the beginning is unbelievable.

Despite my best efforts, the issue remains unresolved. All they can offer is a vague assurance that it won't go to collections while it's being 'reviewed', even though I've already sent proof of the return. I'm now fully expecting this to escalate to collections.

When I was with Shaw, every bill was fine until Roger, take over and a big mess and overcharge so I have to keep my eye on my bill. Because Roger is a big rip-off company in Canada ever.Roger's the big company, but they hiring people that cannot speak english. Clear, and I have been called so many times and it's very, very difficult to understand.

.Don't call Roger anymore Call Big rip off ra company.

Date of experience

I reached out to advise Rogers last week to inform them of my upcoming move. Total hold tome was approximately 1 hour 15 minutes with 1 transfer to another department. The employee seemed new but I gave her the benefit of the doubt. Long story short my internet move date of March 27th became Feb 27th1am. My wife a counselor has been unable to work from our home, my 2 daughters have been unable to complete school work or pass time indoors. I called again and waited an hour to be told a tech will come to the house who attended to tell me my service was suspended. MIND BLOWING. The incompetence and disconnect of the initial person responsible for the move and the center that sent a technician to my house for no reason is unbelievable. What a waste of resources and most importantly my families time. Yesterday March 1st my mother in law passed away and with all the stresses of moving, this loss to cancer and my wife due with our 3rd daughter in 6 weeks I'm completely frustrated. I called again to escalate the problem and was on hold for another hour being told a case would be created with a 1 business day resolution. That hasn't happened as of 8am March 2nd.. Cutting operational staff is equaling lost hours for your clients. Labour reductions should only occur when you have the ability to do it successfully without the sacrifice of service. Poor leadership decisions. I asked for an escalation process and was told that there is no immediate resolution to reactivate my account. This is LUDICROUS and a broken system. Give your people the tools to resolve the issues or hire a team that can support them. I asked how they would make it right and I feel like I'm begging for some sort of compensation. LET ME MAKE IT CLEAR. I don't need compensation, but it should be offered and provided considering the impact to my family for a completely huge error for what seems to be a simple normal process for anyone planning to move. What's worse is the tech told me within seconds that he sees this all the time. They don't know what they are doing on the back end. CLOSING statement, I don't even want your service if Bell is offered at my new address. Compensate and I'll consider staying if you promptly resolve my concern. If not I will leave and go back to Bell. **note this is my 1st time returning to Rogers after over approximately 13 years. I'll never come back and will continue to discuss your substandard service and poor customer experience.

I was treated with rudeness and disrespect by a female agent this morning.
She was condescending telling me I should have already returned my phone in person as I had notice for 3 months to save and return my phone, even thought I was still within the 2 year period.
When I asked for help with doing it online, she berated me for not being paying attention to what she was saying because I wasn't finding the page she was. Then she proceeded to correct me when I said I didn't need insurance for my daughter's line, getting stuck on semantics because this is device protection. Rude, rude woman.
I have never had such rude service in my life and I'm 56 years old.

My account is [protected]. There are two incorrect charges showing on my bill, one on February 2, at 19:45, amount $4.99, and the other is March 10, at 17.29 for $19.99. The first is something called On-Demand for "The 355" and the second is for purchase of U-Turn. I did not do anything to incur these charges. The only other person in our house is my wife. I checked with her and she does not know anything about it.

I would like a remedy. Let me know if some action my part could result in this error.

I had the most frustrating experience with Rogers! Thursday, I called to renew my 2 years contract for my internet, TV and home phone. I talk to Agnes and she quoted me $119 + GST for a total of $124.95. Sounds good but I will have to get back to her. She said that she’ll put it on my file. Within 24 hours I called back and got Oche and told him that I will accept the renewal offer, he saw the quote on his computer but said they cannot honor it because the price has changed overnight, the price for my new plan is now $137. I didn’t like the answer, so he called his manager (52869) and he said that if it was recorded as a quote then they are committed to it. Then he said to call 1-833-727-1586 and they’ll take care of it (I think he just wanted to pass the buck). I called the number and the person said it is $137, that the person made a mistake in the original quote. Now I am not sure if you have incompetent staff that gives out quotes willy-nilly or if your company is unethical and changing the price whenever you feel like it. Either way it is not good business. I am a long-time Shaw customer, since 2001 and find this very disturbing. I know there isn’t much that I as an old man with a small pension can do. Yes, I am just a small potato to you. However, there are several avenues for me to express my dissatisfaction 1). Do not renew my plan and go with a competitor 2). Sell my Rogers shares (before I do, I will attend the shareholders meeting and express my dissatisfaction) 3). Tell my friends through whatever media of my frustration. I am not sure which option that I will go with, probably all three.

It is bad when there is only Rogers and Telus, a duopoly, hope there will be another competitor coming soon.

we are complaining about Rogers Telemarketing because it is a nusiance to keeep calling customers couple of time on their home phone as well as cell phone to sell subscription when we have strictly mention not interested. when registered for post plan for cell phone the customer service is not interested in solving customer concern but more interested in selling "Rogers Red Mastercard" and forget to apply code to
the account. So we have to call couple of times to fix this problem. Lastly calling and bothering customers have to stop. Thanks

Dear Rogers Customer Support,

I am extremely disappointed and frustrated with the way my recent plan change was handled, and I feel misled by one of your employees. When I decided to switch my plan, I visited a Rogers store near Maharaja Indian Restaurant and Dollarama in Surrey. I clearly informed the representative (named Simran) that I reside in Nanaimo and was only visiting Surrey for my boyfriend’s birthday. After discussing my needs, she completed all the paperwork and processed my payment. However, at the very end, she told me that she was giving me a temporary number and that I must return to her store in order to get my original number back. This was highly inconvenient and seemed unnecessary, but I trusted her guidance.

While I was in Whistler, I visited another Rogers location and shared my experience with them. They informed me that there was absolutely no reason for me to have been given a temporary number and that this was likely done just to boost her sales. Within two minutes, they were able to restore my original number without any additional hassle. I was grateful for their help and initially chose not to report the misconduct by the Surrey employee, even though she clearly wasted my time and misled me.

Now, two months later, I receive an email stating that a discount I was given is being revoked because it was a mistake. This is completely unacceptable. Why am I being penalized for an error made by your employee? If I had known that my plan would cost more than what I was previously paying, I would have never agreed to switch. I used to pay $50/month for my plan, including a financed phone and data. Now, with a cheaper and leased phone, I am expected to pay more? This is completely unfair and feels like yet another instance of misleading information.

If Rogers is hiring employees who are not properly trained to guide customers, why should I be the one to suffer? This situation has already caused me inconvenience, extra costs, and unnecessary stress. I expect Rogers to honor the discount I was given at the time of my plan change, as this was not my mistake. Additionally, I strongly urge you to take action against misinformation and poor customer service at your stores.

Please provide a resolution as soon as possible.

Sincerely,
Mehakpreet Kaur

Account #[protected]
I had been waiting for a cheque for monies owed to me from Rogers when I closed my account.
I just noticed that I have $338.98 credit on my rogers account which is no longer active. How is this useful to me? I would like the money returned to me via cheque please. I had already escalated the return of money owed and this is unacceptable.
I look forward to your response,
Thank you,
Tammy French
[protected]
[protected]@rogers.com

Several months ago, along with our new Rogers WiFi, we received a remote control device (photo below), with the marking inside, XR15v2.

I am writing to tell you that this device is among the most difficult to navigate, generally useless pieces of technology imaginable.

Without referring to specific problematic aspects, allow me to say that anyone who has attempted to use this device will undoubtedly agree with this assessment. The product is rubbish.

I live in a condo - under a bulk agreement - I have a 1 pcr - digital and 2 nextbox and have had for 7 years - up until a year ago I had no problem - the 2 nextboxes are free with the contract and I pay $9.05 for the pcr - in the last year - I have many problems with the pcr box - they send a new one - use that for a month then have to replace - they did send a technician - said they sent the wrong box - he brought me the right box - took the incorrect one back - and then one showed up at my condo door the next day... I sent 2 boxes back rogers confirm they have received the boxes... But was still on my bill...

Last night I received a call from office of president - he was going to help me out - assigned to my account - after hanging up front him - all my boxes were disconnected and I received a contract for $319.00 and a monthly payment of $20.96 - my situation has not changed - and this morning my bill is $800.00 -

For what - I still have my original boxes - I never agreed to another contract -

Please help - this has been going on for almost 2 months - thanks in advance linda alderson

I spoke with Mr. Yugal on Feb 02, 2024 at about 6 pm regarding my new plan as my old plan was coming to an end on Feb 16, 2024. The confirmation number given by him was I2171756191. I requested him to record the conversation saying the whole plan from beginning to end and I have also repeated the plan clearly. If required, I would request you to check the recording. I was given the plan as follows:

Plan starts on Feb 17, 2024 as there is no confusion in billing if started earlier. Regular billing cycle and no change. Two year contract ends on Feb 16, 2026

Plan includes the following:

Internet - 1.5 Gig - unlimited

TV: Ignite Starter - 36 Channels

Home Phone with the following:

International call - 960 minutes

Unlimited North America wide calling (USA & Canada)

+Call Transfer

+ Call return

+Voice Mail

+Call Display

+3 way Calling

+Call Waiting

+Online management

all in total $119.99 + Tax = $134.47 per month.

To my surprise when I see the invoice North America wide unlimited calling was not there and $10.00 charged for International calling of 960 minutes. The invoice is for $129.99 + Tax = $146.67.

I would request you to check our conversation, include the missing Unlimited North America wide calling, credit $10 towards International call of 960 minutes and make the invoice for $119.99 + Tax = $134.47 per month for the two year period till Feb 16, 2026.

I did call the billing today evening (Feb 28, 2024), spoke with Audrey who could not resolve the issue and said that he will put me on to his superior and dropped the call. To start with I did tell him that if the call drops, please call back.

Today I will pay the invoice in full and would want to see the credit of $10.00 + Tax in my next invoice.

Awaiting to hear from you resolving this issue at your earliest.

Hello,

My name is Sonia D'souza

[protected]@gmail.com

I'd like to report a complaint about an issue that has been unresolved for 3 months.

In Dec I had reported charges on my phone that I was unfamiliar with, these were for Pic/Messages sent and received from my phone. I reported this as soon as I received my bill. However I did this after paying the bill, but was told this would be investigated and resolved. I reported this as a fraud but was told that is wasn't fraud but possibly a technical or setting issue. I had even told them to cancel my messaging service to prevent this issue from happening.

Then In Jan I received by bill again with increased charges for the same Pict msgs that I kept telling the Customer Service that werent being send or received by me. This time I was told not to pay the bill, till the issue was resolved. So I didnt. I received 2 calls from different Rogers Reps asking for some details which I provided and was told to wait to hear back.

I have just my next bill with the same increased charges and am on hold with Rogers for 45 mins, then was tld by CS that the issue has been resolved!

And now I'm hold hold again waiting to speak with wherever they are going to transfer me.

Hi Sir/Madam

I had been the consumer for Shaw home and mobility service for a pretty long time. I never had any issue of roaming with Shaw whenever I had traveled internationally. Some months back I was advised to shift to Rogers for mobile phone services.

Before moving on Vacation in Oct 2023 I had contacted Rogers to know about Roaming charges in Sept 2023. After I had discussed the roaming service, I declined to initiate the roaming service for my phones.

While I was away, I was informed by Rogers that I had subscribed to the Roaming service and the bill was charged to my account. I called Rogers and told them that I have not subscribed, and the bill may be corrected and refunded. She (the agent) told me to switch off my phone and also the lady promised to waive charges and keep on record my discussions about not using roaming services. To my surprise the money which was auto charged was not refunded and I received a new billing Dec 2023.I called again rogers, the agent explained that the system whenever detects the SIM and will charge you for the roaming. I told him that is not fair as he can check no data used for roaming services and continue keeping my roaming off on my mobile as I was using a different old mobile for my mobility Wi-Fi needs and mobile iPhone 5S is not capable of any digital services. I was just using the 5S as SIM holder.

He promised to put a note to discontinue roaming services for my cell [protected] and [protected]. I had also written a complaint to Rogers.

To my surprise again they sent me a roaming charges bill in Jan 2024.  After coming back in Jan 2024, I had called Rogers again and this time she promised to help me by putting a note to the back office to waive charges. I haven't heard from Rogers yet. I am advised by CCTS to remind Rogers once again as a last time. 

Please look into my case and intervene that Rogers can’t charge roaming services automatically from Customer without their requesting like Shaw was doing prior to switching over to Rogers.

I will appreciate you to refund my forced charges by Rogers.

Thanks & regards.

Mukesh Beri

[protected]

after talking to your rep. (Mona) I agreed to a 24 month bundle of ignite Total TV+500ultd for the price of $212.88 including taxes. When I read my contract it shows two discounts ($5.00 and $9.60 running out on March 16 and March 17). This was not what I agreed to.! I assumed that when she gave me that price and told me it was on a 24 month contract that was the price for 24 months! I agreed to a 24 month price of $212.88 per. If this is not possible I need to know A.S. A.P. Surely after over 50 year as a customer you can find that amount!

In August 2023 I called Rogers communications to have my Shaw account migrated to Rogers. After completing their procedures and also setting up direct payments I was assured that everything was done and a SIM card would be sent out. I did receive a Sim card in September and shortly thereafter received another one.

Rogers directed me which card to use and advised to ignore the other.

In September I began receiving invoices from Rogers one set (account # [protected]) stated that the amounts were being taken from my credit card. The first of these invoices was in the amount of $100.80. I called to question the amount which was double what it should have been and was told that Rogers always bill 2 months at a time!. The second invoice (account [protected]) was in the amount of $47.25 and requested payment. Here began the multiple phone calls to Rogers over the last 4 months.

After many calls on Dec 27th 2023 and 4.5 hours on the phone with 3 different representatives Rogers finally acknowledged that in August, two separate accounts had been set up - one of them in error as it was not my phone number and I knew nothing about it. I had been directly charged on my credit card over $200 for an account that was not real. Although they acknowledged this they were still unwilling to assist on the duplicate long distance/roaming charges or the fact that Shaw had also been withdrawing payments for my account during the same period. Their only admission was for the $200+ which they advised would be transferred to the correct account.

In January 2024 I began receiving texts and e-mails threatening to suspend my phone unless $321.49 was paid in full. The credit of $200+ has not been added to my account and still I am acquiring more charges and late fees with no offer to address the double billing with Shaw or the additional long distance/roaming fees.

It is extremely unfortunate that the 4 months of discussions with Rogers coincided with my Fathers death and having a perfect credit rating I am appalled to have this issue hanging over my head.

I would appreciate a resolution to this issue as soon as possible and thank you in advance for your assistance.

Sincerely

Marie L. Manners-Haines

Regarding telecom service-

I have been recently been overcharged 170 CAD on my bill and rogers customer service cant do anything after being on the call for 50 mins. They are charging me 15 dollars per day for international roaming times 7 days ,when "mobile network was switched off" for all 3 cell phones associated with my account.

Rogers customer service was extremely poor , made me hold for 50 mins and came up with "we cant do anything".

Regarding Home Internet - my monthly bill of 97 dollars has been increased to 117 dollars with no explanation given as to why the charges have been increased.

Extremely dissatisfied with this service. Will have to think of switching to another provider.

On black Friday 2023, November 24th I went to Costco Mississauga and Brampton to get small business plans that I heard while standing in line for 1 hour at Mississauga and then 30 minutes or so before being told to come back another day. The plan was marketed as similar to Bell only exception were 120gb sharable data and $61 for first line and all other up to 9 lines will be $31.

So I went back in on 25th but was sent home again cause customers waiting line was too long. Sunday 26th was when I managed to get served and sign up 5 lines since they did not have ultra 23 from Samsung in stock they told me to come back next day then ended up driving to Stoney Creek Costco. Jake and all staffs at both locations Niagara Falls and Stoney Creek explained same price point that 10% is calculated from $90 the starting point of plan. However couple days later I get email invoice showing math that is $40 x 10% =$4 discount not $9 so all 6 lines are now $5 more which is a cost of $720 if I am stuck with this plan.

I have reach out to ccts and roger presidents office staff determine they are correct as they are. i checked my contract there are no such wording that state math is net of discounts.

Please help me recover this loss.

Freezing of ignite tv and internet Brampton Springdale

Contract expired in September 30 2023 and could not afford to keep the premium ignite as my monthly payments were going to go from 134.00 to 281.00

With no job I had to downgrade to flex 20

Omg since then I cannot watch tv as it constantly freezes and black screen and internet up and down. I call the help desk every day and get nothing but lies where one agent says they see there is congestion and another agent says we see no issues. We have had techs come to our home every week with no resolution

This is disgusting and Roger’s is refusing to give me credit for the theee months and aldd as I to cancel the contact they want to charge me 2 years fees

I initiated a call to Rogers customer service on December 19, 2023 at 6:12pm. It is now exactly 10:12pm and I am still on the line...holding. At first, I was on hold for almost two hours before a customer service rep answered the phone. While I was waiting for someone to answer, I started an online chat. There was also a very long wait for the chat. I did get a rep faster on chat, however, "they" were useless. Didn't understand the issue, and certainly didn't know how to resolve anything. Granted, there were two different phone numbers involved and we both got confused at one point, it was a useless conversation which resulted in nothing. I ended the chat after a rep answered my phone call (after being on hold for approximately two hours) and at the start of the conversation it seemed he was going to do his best to be friendly and helpful. I have been a loyal customer of Rogers for over thirty years and my monthly bills are close to $800 for the services we use as a family of five in one house. The gentleman kept putting me on hold "looking into my file" and "trying to figure things out". Without going into all of the detail, the conversation went the wrong way. he told me that I was not able to change my plan, which had been suggested by a rep I had spoken to approximately two weeks earlier. It is quite an involved situation with two mobile lines which I would really like to explain to someone in a position of authority. When this phone rep was not willing to help me, I asked to speak with a manager...someone who has authority to do something to rectify the situation. He said no one could help me. I explained that I am aware of the reporting structure (which I am) and that I wanted to speak with a Rogers employee who could make a decision, and had the authority to take action. After a long time, he said he would put me right through to a manager. He did not. He put me back in the queue and I have been listing to "music on hold" for more than an hour now. This is very disrespectful, extremely insulting, and incredibly frustrating. Rogers makes enough money to hire more staff and if for some reason people don't want these jobs (most or all of which are remote) there must be a reason. I am so angry right now that I'm not sure if I should continue to hold, or call back tomorrow evening after work to sit on hold again. How do you treat your customers like this - I feel so angry and insulted that I am truly confused. Why do you expect us to continue our relationships with you? I am out a lot of money and want my account fixed in a timely manner. I would like a reply. I am not writing this complaint just to vent. Business needs to be conducted in a proper manner. I would never put one of my customers on hold for over three hours...and expect them to still be waiting on the line...and give me more business. My name is Ronni. I would like to be contacted with someone in a position of authority please. Either your "consumer retention" department or the "president's office". I know both exist and I deserve that much. Words cannot explain my disdain for Rogers Communications right now. Please reach me as soon as possible on my mobile, at [protected]. I await a response. This is not good business and would not be good for others to know...however, there must be a lot of customers like me - angry and frustrated with your customer service. It should be against your protocol to do this.

Thank you. Please reach out to me immediately to solve this and try to move forward in a professional manner.

This most recent billing is made for two new phones that were solicited in October 2023. Only one of the phones has been sent, and has not been activated. We have continued to use the old phones we were previously provided. Why are we being billed for two phones (of which we have received only one and has not been activated), and not the ones we are actually using.?We would prefer to continue using the old phones, and will return the only one sent to us. Please advise.

Hello

I am an international student in Canada and got their services last year in September I asked for their wifi services and they did not tell me about the contract and I have to continue till the term ends. Now I have to pay dues and they are asking for those charges which I was never told about that I have ended the contract with them even before the term ends.

Also their associate never told me about such contract. I have no such email no paperwork. Please help