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3.8 428 Reviews

Rogers Communications Complaints Summary

294 Resolved
132 Unresolved
Our verdict: With a good resolution rate, Rogers Communications generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Rogers Communications reviews & complaints 428

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11:13 pm EST
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Rogers Communications roaming charges

I have been with Rogers for 4 years and after my current Rogers Bill, I will never ever pay for their services. They are not a company that seeks to provide a service but a company that seeks to find ways to charge you for owning their products.

I am currently a student. I pay all of my own bills and education. I work a part-time job which barely covers my tuition and textbooks. I have OSAP in order to pay for all of my other expenses. I went on a school trip to Boston, I go to school in Toronto so it wasn't extremely far away for just 4 days. I used my phone minimally and the next week I get a call stating that my rogers bill has $670 in roaming charges. I spoke to the customer service agent and she was unhelpful, I explained to her my situation and she simply stated that $670 was valid. Normally I pay $45/month. I then spoke to a manager and she simply stated that I was giving a warning when I entered the country. She described that Rogers gives text warnings when we leave the country for our "protection". As if owning a phone is a threat.

I have used my phone in the states in January 2012 and August 2011 and my roaming fees never exceeded $10 extra on my bill so I did not need to purchase a roaming package. Well apparently Rogers decided to make some changes to the way that they bill me. According to the manager Sherina, in January 2012, 1 kilobyte cost me 0.005 cents. My 4-day trip in November now cost me 1 cent per kilobyte. That is 200 x more than what I was paying in January and I was NOT notified at all about this change. I figured that such a change would require me to sign a new contract. Is this even legal?

Rogers has been very misleading and a school trip that I thought would benefit my education only put me further in debt.

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CTGT995
Toronto, CA
Nov 29, 2012 5:51 pm EST
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Rogers is terrible and greedy company. It is absolutely necessary for Canada to start having some real competition to Rogers/Bell/Telus. For Internet access, even the "alternatives" have to use the Rogers or Bell networks, so it's still going into their pockets.

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11:05 am EDT
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Rogers Communications rogers internet overcharge

Kindly refer to this website where other customers have put the same complaint..
http://trueler.com/2012/01/29/rogers-internet-overage-charges-scam-beware/
Same thing happened with me..I have been Rogers customer for long, and have been moderately using the internet without exceeding the usage limit. Now suddently I have been charged $88/ extra for usage of 44 GB above limit for Aug 09-Sept08 payment period. I called Rogers and talked to customer service and technical service, but as usual they were not able to help and not ready to help and resolve this issue. I then submitted complaint to Rogers online complaint to Rogers president office. They have also turned deaf ear to it, and no one has contacted me as yet. Again the message is popping up on screen You have exceeded 100% limit. When contacted technical support, they are saying it is already 30 GB above limit..Rogers is not fixing their problem on their end, and not helping customers listen to their genuine grievances, and charging customers with heavy internet usage fee. It must be stopped. Read below online complaint of other Rogers users
http://trueler.com/2012/01/29/rogers-internet-overage-charges-scam-beware/

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5:15 pm EDT
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Rogers Communications door to door crooks

door to door salesman getting you to switch providers.frauduleant claims.overbilling and contracts you never agreed to.

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Rogers_Chris
Toronto, CA
Oct 12, 2012 12:14 pm EDT

Hi b-coop, this is Chris from the @RogersHelps team. I'd be happy to address some of the claims you've raised. Would you please check your private messages?

Best,
@Rogers_Chris

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4:31 pm EDT
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Rogers Communications roaming rif-offs

Has anyone else been 'ripped off' by roaming charges? Roaming is an expensive mistake with Rogers. I just came back from Mexico and TelCel forwarded charges of $625 for 23 Mb of data usage. I thought I had purchased a data package from TelCel when I went down there but surprise! the bill comes up and Rogers demands payment. When called, Rogers simply said there was nothing they could do. Obviously I made a mistake somewhere so I had to pay.

I just went with family on an Alaskan cruise and before leaving purchased a data roaming 100 Mb package from Rogers for the U.S. How excited was I to discover on my return that for the first three days of the cruise I used 18 Mb of data and was charged by Rogers $182 PLUS the $50 data package on the same bill. Thinking there was obviously a mistake I talked to the Rogers rep who told me "Oh, that's a maritime package which runs through the cruise line!" My phone, when connected during the cruise showed AT&T so I had no reason to suspect anything was out of order. So now, with another 4 days of charges still to come, I have another exorbitant bill for a few Mb of data.

Even if my phone had received a text message indicated I should purchase some other package while on the ship I could see where I was wrong, but no such message was received.

I will be cancelling my contract shortly (and yes, I will be glad to pay whatever charge is due) because the Mexico charges were likely my own fault for now investigating more thoroughly, but the Alaska charges are, in my opinion, a corporate rip-off.

Anyone else have this experience?

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JeremyDark
, CA
Jun 26, 2013 4:38 pm EDT

I just got stuck with $360 for 4 phone calls I didn't even make. I was happy to pay my data roaming fee (which the CSR assured me was a deal that didn't exist until I gave her the link over the phone. A link that goes to the Rogers website/offer which she herself represents, sadly). Anyways, I was basically told "too bad, pay up." It cost them a customer and I will certainly let every person I meet hear about this. Sad that they'd rather steal $360 bucks than hold onto a customer they've had for years.

As an afterthought, there are ALWAYS data overage charges on my monthly bill, which I pay without complaint. This is a simple case of Rogers stealing money from my pocket, probably because I've always been an easy going customer. Bell is getting a new customer. :)

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Unjust practices!
Winnipeg, CA
Feb 05, 2013 11:33 pm EST
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We were just in the States and purchased a $50 U.S. Data month pass for 100 MB. Below are the links copied directly from the Roger's website indicating in two places that there is a " Built-in data service cut-offs means no more overage fees and complete cost certainty" and that "you will automatically be presented with the option to purchase another Roaming Data Pass before you can continue to use data services on your device." Sounds pretty good. Well you can imagine our shock at receiving our Roger's Bill after returning home when it is for $624.80! Not only had we been reassured by what we had seen on the website but various Roger's agents had assured us of the same thing. When phoning to complain we were given long run-arounds, very long phone calls. At one point told we would be credited with $507.20 within 72 hours. When this did not occur we were told after another lengthy phone call that the credit had been cancelled. (without notifying us!) We have spent over four hours trying to get Roger's to honour their written word. DO NOT TRUST ROGER'S. THEY LIE AND ARE MISLEADING PEOPLE WITH THEIR ADVERTISING. PEOPLE MUST STAND UP TO THEM OR THEY WILL CONTINUE THEIR METHODS.

http://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=AppsAddons&category=12

$50 U.S. Data Month Pass - 100MB

Exclusive to Rogers! You can now stay connected worry-free while you travel with the new Roaming Data Passes. It's the most affordable way to use data services while roaming. The following innovative features provide you with complete control so there are no more surprises on your bill:
• Real-time text alerts sent directly to your mobile device so you can easily monitor your data usage (text alerts are free of charge).
• Built-in data service cut-offs means no more overage fees and complete cost certainty.
Destinations applicable for this Add-on
United States Alaska Hawaii Puerto Rico U.S. Virgin Islands

http://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=AppsAddons&category=12

$50 U.S. Data Month Pass - 100MB

How to Purchase:

Pre-purchase while still on the Rogers wireless network:
Text 'Travel' to 7626 and click the link in the text message received or visit http://www.rogers.com/m/roam on your mobile device browser.
• All Roaming Data Passes purchased only become active upon using data services while roaming in the region for which the Data Pass was purchased.
• All pre-purchased Roaming Data Passes expire after 30 days if still not activated.
Purchase while Roaming:
Follow the "Pre-purchase" method noted above.
Or;
Click the link in the text message that you receive when you first turn on your device while roaming. Follow the prompts to select the Roaming Data Pass that best suits your needs.

If you exceed your time or data limit you will automatically be presented with the option to purchase another Roaming Data Pass before you can continue to use data services on your device.

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Bell-is-Better
Toronto, CA
Nov 13, 2012 4:55 pm EST

I had a similar issue with regards to the billing. I purchased a US data travel package before I left for a trip to the US, and came back to a $775 phone bill from Rogers. I contacted Rogers to dispute the charges, and I was only told that I was "responsible to pay them". I am in the process of searching for another service provider, and will be sure to spread the news to all my contacts and friends of a new service provider who can support their customers.

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Sobieski
Ottawa, CA
Sep 26, 2012 5:10 pm EDT

Stay away from Rogers. Customer service is non-existent. They lie. They make promises and do not keep them. It's impossible to talk to any manager. They created two "cases" for me and any manager never called!
I will be looking for another company shortly. What a corporate greed! I wonder how people can work for such bad and disrespectful company!

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Sobieski
Ottawa, CA
Sep 26, 2012 5:06 pm EDT

I agree 100%. Stay away from Rogers. Their customer service is non-existent. They lie and it's impossible to talk to any manager if you have aproblem. One agent when asked for manager's phone said to me: he does not have one! Have you ever heard such a nonsense?

RogersDarrell
RogersDarrell
Toronto, CA
Sep 12, 2012 5:44 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi DJAdvance, my name is RogersDarrell and I'm from the Rogers Social Media Team.

I've sent you a PM.

RogersDarrell

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4:19 pm EDT
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Rogers Communications new free digital box

Today I hooked up the free rogers digital box for Analog TVs, but after hooking up the box, lost 30+ channels. When I contacted Rogers, they told me that I never had the other channels (I've been watching these channels on an analog TV for the past 6 years). They were rude and refused to deal with teh issue. I unplugged the digital box, re-connected the TV as it was before and now have all of the channels back. This free digital box seemsto be a scam to get people to buy upgraded packages to get the channels that they have been viewing for years on analog TVs. My brother has the same problem with his digital TV. It does not get the same number of channels as his analog TV in another room, but he is paying the same price for the basic "package" that I have. It's just another way for them to screw customers over.

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RogersNicolas
Toronto, CA
Aug 03, 2012 7:45 am EDT

Hi,

I'm Nicolas from Rogers Social Media team. I'm sending you a PM to look into your issue.

Nicolas
@RogersNicolas

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10:09 am EDT
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Rogers Communications rotten service

Since Rogers went supposedly digital from analog, the cable service has become really lousy. Most days you can't watch a complete show without missing some of the show because of voice distortion and pixels freezing on the screen. I live in an apartment building and we all have the same problem. Called Rogers they sent out a service person to check my digital box, found nothing wrong, told them that it was not only me but the whole building they continually send out service people to check individual digital boxes with no result. Called the manager, he was really useless. Emailed the Ombudsman for Rogers, received reply will contact Rogers president's office, president's office called promising resolution, nothing, so I emailed Ombudsman's office again got reply presidents office is working on it, problem still have not been solved. This is now 2 months of running around with no result. Amazing how if you are a few days late with your payment you get nasty letter to pay or they disconnect, when they mess up the answer is we are working on it. If Rogers does not know how to convert from analog to digital maybe, they should not be in the communication business.

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4:08 pm EDT
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Rogers Communications bad bad experiance

Does anyone else have problems with Rogers and thier bill goping up every other month? I can not or want too pay Rogers the amount they want per month for service (TV/Internet) when I contact them I am told I have to pay a $400 early cancellation fee? EARLY? I've been a customer for over 7 years...nothing early about that?...any Ideas or similar experiances?

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RogersDarrell
RogersDarrell
Toronto, CA
Jul 26, 2012 12:51 pm EDT
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Hi AngryLukas, my name is RogersDarrell and I'm from the Rogers Social Media Team.

I've replied to you on your other post.

Darrell@RogersHelps

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3:59 pm EDT
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Rogers Communications billing

I had a cold call from a rogers sales rep 2 weeks ago,.. About upgrades to my phone and tv/internet.. My first question was "how much more per month for these upgrades?" I was told about $10 to $15 to my present bill, so I went for it... Well guess what... Last bill was $53.20 more then last month when I called they stated they don't know why the sales rep would say such a thing... Etc etc...$190 is a little heavy per month for me to pay so I told them to cancel the tv/internet and keep the phone... They said they wanted a $400 "early" cancellation fee... Early? I've been a friggin customer for 7 years... What is this cancellation fee? If I were moving do they hit those ppl with the same thing? Anyone else have a problem along these lines and what did you do to remedy it... (Besides paying the $400)?

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RogersDarrell
Toronto, CA
Jul 26, 2012 12:50 pm EDT
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Hi AngryLukas, my name is RogersDarrell and I'm from the Rogers Social Media Team.

I've sent you a PM in order to better assist with your concern.

Darrell@RogersHelps

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12:42 am EDT
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Rogers Communications signed me up for a plan after it had been discontinued

Chose a pay as you go plan off their website which included unlimited calls 3pm-6pm daily + 100mb data.
Purchased a new sim card and paid for the plan in-store.
Had problems the very next day, called customer service and was told that the plan was discontinued the day before I purchased it, but the guy in store mustn't have got the memo.
Was told that the 'new' version of the plan didn't include data, for which i'd have to pay an extra $10.
Even after I made my complaint, the old version of the plan was still being advertised on the website.
Days later, the website was updated but instead of removing the data allowance, they've removed the unlimited calls.
Now I don't even have the option of paying extra to get the same service, because they don't have an unlimited calls add-on.
Wish I could just get my money back and go elsewhere, but they refuse.
Cost me over $50 to buy and activate the sim card & now they don't even have a plan that suits my needs.

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4:27 pm EDT
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Rogers Communications inappropriate tech

I got frustrated with the Rogers call centre people so I sent this email but it looks like it was ignored because I never had a response:

To: 'nadir.[protected]@rci.rogers.com'
Cc: '[protected]@rci.rogers.com'
Subject: Please help!
Importance: High

On Sunday, June 10th, 2012 I phoned Rogers for a service call for my HD PVR. I was told my box needed to be replaced and I was given an appointment between 5 and 8 pm Tuesday, June 12th.
On Tuesday, June 12th at 7:40 pm a service tech phoned telling me the call had just been passed off to him from another tech and that he might be another hour. At 9:25 I phoned the service tech at the number left on my phone when he’d called earlier. He told me the call had been taken from him and given to a third technician. I called Rogers. As I proceeded through the prompts a message cut in and told me that my call had been rescheduled to June 14 between 2 and 5 pm. The impersonal touch and unacceptable time slot shocked me. I also received a text from Rogers with the same information as the auto reply as my call with Rogers continued.
On Wednesday, June 13 I complained through Rogers Live Support Team. I was given a $30 credit and my appointment was rescheduled for the same evening between 5 and 8 pm. A little after 8 pm on the 13th I was back on Rogers Live Support complaining that no one had shown up. I was told that the Live Support Team employee hadn’t rescheduled my appointment like he said he had. The call was rescheduled for Thursday, June 14th between 5 and 8 pm and I was given a further credit of $25 to my account.
On Thursday, June 14th at 7:54 pm a Rogers tech arrived phoned and said he was on his way. He arrived at my apartment at 8:13 pm. The man was nice, too nice. I couldn’t get him to stop talking or get to my box. The first thing he did when he entered my apartment was ask me if it was alright to smoke. I was surprised but I said yes. He spent 20 minutes standing in front of my tv talking to me. I told him it was getting late for me because I was up at 4:45 am and I needed him to hurry it along. He puttered with the box and his computer. At one point I asked him a question as to why when I recorded a show on the PVR that it stopped and cut off the last 30 seconds or so of a show. He didn’t know. He called his girlfriend and put her on speaker phone to ask her. It was close to 9:00 pm before he actually had the old box out and the new one plugged in. While he waited for it to reboot he followed my cat to my bedroom and stood at the door for a minute or two just looking in. Then he was at the balcony door looking at the enclosure I’ve made for my cats. He never stopped talking. To discourage him I went to my desk and began texting a friend. He didn’t stop talking once. He talked about movies, about being a single father. He lit another cigarette and sat on the couch while he kept talking. Then he got up, came to my desk where I sat texting and continued to talk. I ignored him. Then he started whistling and humming. I thought I was going to lose my mind. I wanted to scream at him that I wasn’t his friend, I wasn’t there to entertain him and he needed to get to his business and get out. Instead I told him he had to hurry it along and asked how much longer it was going to take. He told me, “Till the box wants to do its thing.” He asked for a glass of water. He asked for a piece of paper and when I gave it to him he wrote down his name and phone number and told me to call him anytime, preferably before 10 pm. I told him that if I had any problems I’d call Rogers. It was close to 9:20 pm when I told him I didn’t have any time left and he had to go. He packed up his stuff and left. I feel it important to add here that this is my third box that has been replaced and all the other techs were in and out in a matter of 15 minutes. This one was here for 65 minutes.
On Friday, June 15th at 8:28 pm my cell rang and it was the cable guy. I didn’t answer but listened to his voicemail.. He asked me to call him. I did not. At 8:31 pm he called again. At 8:39 pm he called again. At 8:48 I texted him and told him I’d received his 3 calls and that if I had any problems I would call Rogers. He texted me, “Could you cancel the call tonight? So I don’t get a repeat.” Then, “I could come by and make sure things are working well for you.” Then, “If you like.”
By 9:00 pm. on Friday the 15th I was on the phone to Rogers to make a complaint. I was transferred a few times. To each person I told them that I was having problems with one of their technicians who was phoning and texting me and that I needed to speak to someone. At one point I was transferred to a man who I again spewed the gist of my call. He tried to “sell” me a land line and proceed to list the benefits. I cut him off and told him I had other things on my mind and wasn’t interested in a home phone. He put me on hold (I believe) came back and again tried to “sell” me a land line. I lost it and started screaming at him. The lack of sensitivity, the inability to listen and absolute idiocy of the call left me feeling sick to my stomach. He ultimately transferred me and I spoke to a woman. I spewed the gist of my call out to her, she put me on hold, came back and said her manager told her to tell me to block his number and call the police. I told her that I wanted Rogers to handle their employees and that I wanted to speak to someone about the events. She told me there was nobody available until Monday. She told me she had logged a CB Referral. When I got off the phone with Rogers I phoned the police and filed an incident report - #[protected].
On Sunday, June 17th the service tech called me at 6:18 pm. I didn’t answer the call. At 6:20 he texted me, “I have a work order to come and see you at 7 pm. What seem to be the problem?” I called Rogers. I was told that there was no service request for me yesterday. I was told there was no reason for him to be coming back to my apartment that night. I was told not to answer the door. I texted the service tech, “I just called the office. They said there is nothing from despatch to come here today. I need you to stop calling and texting. If I have a prob. I will call the office, pls. stop bothering me and don’t come tonight.” He replied with, “Ok, it just shows a work order to see you. I have no control over work orders I get from despatch.”
It is now Monday, June 12th going on 4 pm and no one has returned my call.
I think I would be putting it mildly if I said I was a little bit freaked out right now. And I am extremely angry at the service I have received this past week. First technicians don’t show up, appointments aren’t rescheduled like they said they have been, I am sent a tech. who won’t shut up and won’t get out for well over an hour, nobody is available to take my call when I am in distress about a seemingly “stalking” or “lonely” Rogers employee and now my CB Referral hasn’t been returned.
I suddenly don’t feel safe in my own apartment. I didn’t feel safe when I left at 6:15 this morning to catch a bus to go to work. My life has been dominated by Rogers since Tuesday, June 12th. I waited 10 ½ hours over 3 consecutive nights to have a box replaced, I spent 30 ish minutes over 2 days on Live Chat, 65 minutes listening to the one tech that did appear ramble like a child looking for attention, I was blown off when I tried to complain, my complaint hasn’t been acted on and now I am here.
I would appreciate a response to this email. I have every intention of cancelling all my Rogers services because I can never be sure this man won’t respond to any other calls I have to make, I can’t be sure he won’t … I can’t be sure of anything right now. All I know is that this whole experience has been unacceptable, my head is pounding and my nerves are shot.
Thank you,

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Update by BDDelorme
Jun 27, 2012 4:48 pm EDT

Ya, I know it was lengthy but a lot of unacceptables over a few days. He got my number because the office gives it to the techs so they can call to see if you are home when they are ready to come.

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Rogers Communications rudeness

I had a late payment though the service rep allowed me to discuss a payment date that was suitable for me. I was given other dates however I did not agree to any of them but the one that I had stated. I got the rudest woman I've ever heard on the phone and she had the nerve to tell me I was lying. I am switching companies as soon as I get my new free upgrade from them. And now I'll be damned if I pay them anything at all.

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The Lidman Foundation
The Lidman Foundation
Lewisville, US
Jun 26, 2012 9:29 am EDT

Always with the quotes followed by a snarky comments. Here I'll give you something to snark about and quote.. I'm in charge. I rule. The Russians are coming.

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Rogers Communications billing

I got a $700 rogers wireless bill. For what? For the fact they said I deleted my own MY10 list and therefore all my text msging and calls are now charged all over again. Plus I was roaming, which should have been part of my10nation wide. So essentially Rogers is telling me tough luck, they get to charge me 3 times for the same thing all because they said I deleted my own list. Despite admiting that logically it makes no sense for their loyal customer to delete their own list and go roaming just to get rediculously charge, they can not do anything in regards to it. They refuse to help and tells me as a business they must charge me. Well as a customer I will not renewing my contract after being a loyal customer for over 10 years. I will also make damn sure none of my family members renew theirs and all my friends beware of this too. For something that could have easily been compromised, Rogers just lost at least 5+ consumers.

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Taz39
West Vancouver, CA
May 16, 2010 12:16 am EDT

I signed a 3 year Blackberry contract with Rogers. My plan originally was for $180 a month. about a year after I had to relocate for work to another country, and I called and asked to be put on a minimum plan so that I keep my number plus be able to use my phone when I am visiting home. The next time I was visiting (for two weeks) I received a bill for $900! I paid about $600 of that, only to receive another bill for $1250! I finally called -long distance no less- numerous times, and finally it turns out that they canceled my account all together (instead of putting me on a minimum plan) and so I was plan-less the next time i visited and was being charged $2 a min for usage, as well as a penalty of $1250 in cancelation fees! Someone promised to get back to me and fix this, and I am still waiting...sad thing is that I am on my way back home for another visit, and they have kept my number - with no plan- hostage and I cannot use it, or use and get charged an arm and a leg. I called again today (I leave tonight for a 30 hour trip back home) and was told their systems are being maintained and basically too bad for me...
I HATE ROGERS!

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Rogers_Kate
Toronto, CA
Oct 07, 2012 10:26 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi Stacy,
Unless you made a change or used services that aren't covered by the original plan you shouldn't be charged differently than you would have a year ago. I'm going to send you a PM to get more information so I can help you review the invoice.

Thanks,
Rogers_Kate

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stacyFortin
Niagara Falls, CA
Oct 02, 2012 7:20 am EDT

I have had the same issue...My husband travels to the U.S. twice a day as he is a truck driver. I called Rogers 1yr ago to put a u.s. plan on my account which seemed very simple. I've never had a problem other then my bill has been quite high, which I agree is our doing. This month I get an extremely high bill with u.s. charges that aren't covered under our North American plan, I call Roger's to deal with this issue and I'm told I don't have a u.s. plan I have a North American plan? Duhhh! Isn't the u.s. North America I ask...no it's for all over Canada I'm told...I didn't need a Canadian package I needed a u.s. one and that's what I was told I had 1 year ago and that's what I assumed I had because, never was I charged for his calls in the u.s. more then $.10 a minute, now it's $1.45. Roger's won't correct this problem but want to sell me a package that'll cover him...That's what I did 1 year ago! Frustrated!

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rajesh07479
, IN
Jan 03, 2011 4:07 pm EST

hi
i left vancouver and called rogers to put me back on a min plan they said i was on the min plan and not changed for any new plan
its a lie as i on reaching vancouver from mumbai first i made a call and revised my plan
now they slap me with a 800 dollar bill
cheaters

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7:38 pm EDT
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Rogers Communications poor service

I signed up with Rogers Wireless because I wanted a high speed data plan on my Iphone. Rogers advertises that their network speed is 'up to 7.2 mbps'. The reality is that in MANY areas of my city, the speeds are not even close, 0.2 - 0.3 mbps is about accurate. This is not in remote or rural areas, covered areas, basements, around tall buildings or anything like that. It is on open roads in the middle of the city, which is in the middle of the coverage zone. I have repeatedly contacted Rogers on the issue, and they have offered no solution. A tech support team came out to one area, confirmed that the speeds were bad, and told me their are no plans to do anything about it. Rogers has refused to cancel my contract without penalty, despite being unable to provide even remotely what they advertised. Because I am on contract, I can do nothing about it. I have never dealt with such a dishonest and abusive company.

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Leicester Cook
,
Sep 09, 2007 12:00 am EDT

I called Rogers Customer Service on Sep 9/07 at around 6:30pm MST and after 15 minutes waiting, I spoke with a customer service representative who would not cancel a cell phone account over the phone. The contract for the cell phone expires Oct 4/2007 (i.e. next month).

When asked why I could not arrange to cancel/end the cell phone account on its upcoming expiry date, the rep said that she did not have an adequate security level; and then advised I would have to call back or go to a Rogers store.

Given the poor service, I used the time to look at alternative plans with Bell and Telus.

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M.C.
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Apr 17, 2008 10:35 pm EDT

My husband has been with Rogers for many years, therefore, I enquired with Rogers to see if they would be willing to match a plan for me that I have on offer from Telus. They said yes and I ported my number over. Several months later, I enquired to see if they were willing to provide the same plan to some family members and they had no hesitation. One month was billed correctly, however, the charges increased in the subsequent months. Upon speaking to one customer service representative for clarification of the extra charges, she said she does not know why another rep. would have given me such a plan at that price (including all 4 other lines at that price). She said that if their supervisors knew, they would be in big trouble. She said they cannot provide a plan at that price even though I had signed a THREE year contract for FIVE phones at that price for the plan! She said she is sorry but there is nothing else she can do but gave me the option to cancel the phones and provide them with an early cancellation charge of $400 per phone - $2, 000! She said she can forward the matter to the Finance department and they would probably rescind all the credits provided on the plan so then it would cost more than double the plan of what I had signed the agreement for.

Is it a blatant scam that Rogers can lie to a customer that they will provide a plan at a specific price for the entire commitment period just to get them to sign an agreement and then automatically change all the terms without advising the client?! Are they bound by what they promised the client as that is what I was expecting the contract to be? It has been such a frustrating experience dealing with them about this! If the employees were not supposed to give me such a plan to begin with, I would understand and not expect anything further. Why would they be willing to do something that will get them in trouble with their employer just to please the client?!

Anyone dealing with Rogers, beware! You would think a reputable company like them would not scam their own clients like that! I have never had such problems with Telus. When Telus signed me on a timed contract, they never changed any rates on me whatsoever!

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annomonsis
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Sep 20, 2007 4:40 pm EDT

I work as a third party through Rogers Wireless as a customer service rep, and will clarify that yes indeed some reps cannot cancel an account due to their skill set. However i am appalled that a rep such as this one makes it look bad for the other reps along with Rogers as a company. If a rep cannot cancel an account they are to transfer a customer to customer relations to cancel a line. Has nothing to do with going to the store or calling back to wait on the line for another rep to take the call. I want to apologize for the poor customer service you experienced on behalf of Rogers. Hope this does not sour your interest in being a customer with us.

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6:52 pm EDT
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Rogers Communications downgraded cable but received double charges

I called Rogers to decrease my cable to a cheaper plan. The Rogers rep failed to advise me that I called mid month and there would be partial charges/fees incurred. The next month I received my Rogers Cable bill expecting a decrease of 50% and found I was billed double. When I called Rogers to review why my bill is doubled when I changed from VIP to Digital Plus plan, the Rogers rep said my bill was right. After requesting a manager on duty, I was not transferred. I called again and another Rogers rep explained the 50 lines of billing charges / reversal charges all netted to a double payment. The Rogers rep said the 1st Rogers rep should have just cancelled my plan at the end of my billing cycle instead of mid way so the bill would be "more straight forward" e.g. my bill was $100 per month and the month after making the changes, my bill was $200, the subsequent charge was $50 per month. It feels like they just squeezed whatever they could when I made the changes before decreasing my bill.

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mark Warsh
Thornhill, CA
Sep 13, 2009 2:13 pm EDT
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Rogers cable feed for nfl suday ticket. Just a huge rip-off Not in high definition like Bell, look, ect

Plus the picture keeps cutting out and stopping on numerious channels in the 430 and up range.

Rogers HD service is very poor and not woth the extra money.

Mark Warsh

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Arun Mehta
Scarborough (Toronto), CA
Apr 04, 2009 11:04 am EDT

I subscribe to the basic channel package and Rogers offers add-on channels @ $2.69 per channel. However the channels I want are being offered only as apart of a package deal, foricng me to pay for channels I don't want

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farjad
Thornhill, CA
Jan 11, 2015 5:14 am EST

Rogers are disgrace whatever service they have. They just want to screw people with their money...such a Scrooge company. Ugh I wish they will go bankrupt for cheating peoples money.

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Rogers_Chris
Toronto, CA
Jun 17, 2012 12:47 pm EDT

Hi there, this is Chris at Rogers, part of the @RogersHelps team on Twitter. Sorry to have to read this but we'd be happy to help in the future - just send us a tweet!

@Rogers_Chris

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smax
snug lake, CA
Jul 31, 2009 3:28 pm EDT

That`s called the CRTC

looking forward to their 1.5% `local programming tax`

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12:45 pm EDT
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Rogers Communications customer service

I went to Rogers to upgrade my broken phone, and asked if there are any changes to be made to my contract, they said no, explicitly. After I contacted the CSR manager she literally said "I don't want to do anything" as I explained my situation.This is how I got myself 3 more years of exceptionally dishonest, fraudulent and overpriced service. I want to initiate a legal action.

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Update by Z Se
Jun 11, 2012 4:35 pm EDT

I had my phone replaced thru an upgrade option, and while doing so the representative was Very Clear that there will be ABSOLUTELY no changes to my existing contract. After spending over 10 hours of my own time and nerves on the phone with customer service I have no desire to have any business with this company of yours. Moreover I promise to you that I will make sure none of the business partners I deal with and none of my friends will ever sign any paper with Rogers. And just to make you sleep better at night I'll send you a link to an article in WinnipegSun very soon, so the people will know who the crooks are!

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Savona
,
Sep 09, 2008 6:22 pm EDT

All I can say is they have the worst customer service. They don't seem to have a clue about what they are doing and have zero consistancy. They really don't seem to give a damn! I'm too frustrated too write out all the details of how goofy they are. Rogers is HORRIBLE!

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Anonymous
Hamilton, CA
Feb 06, 2009 12:19 am EST

Hi Guys this is a warning alert that if your from richmond hill, ON and are planning on buying your new cellphone or upgrade your hardware, PLEASE PLEASE PLEASE DO NOT GOTO UPTOWN COMMUNICATIONS. You will experience the worst customer service ever. This happen to me recently and I`also called Rogers to write a complaint letter but unfortunately they don`t have a complaint department. Recently, I had bought my cell from Uptown Communications and since I live near one of the agent`s house, I picked it up from his house rather than driving to Richmond Hill which is an hour away from my residence. So everything was working good and 3 weeks after, my cell started to freeze randomly and the back battery plate was always loose and so I email the guy from who I had got the cell. He said that I`ll have to come into the store because they have to follow some guidelines and what not. I study at McMaster University and for me to drive from McMaster to Richmond Hill during my midterms is not something I would really want to do. Meanwhile, I called Rogers and made them aware of the cell and they said I`ve 30 days to exchange the phone and it would take me no time once I go there because they have everything on the system for me. By now it was week 4 and I emailed the agent again asking him for the directions and address to the store. I got the email on wednesday and he said I could come in anytime on thursday or friday and exchange it. Friday was the last day for me to exchange it because that was my 30th day and I would have not been able to exchange it for a brand new one. So I drove all the way from Hamilton to Richmond Hill and it felt like forever. Finally, I get to the store around 5:45 and some old asian dude was helping me and I explained him that I`ve already spoken to the agent who did my upgrade and since he was not there, he said anyone should be able to swap it for me. I explained the problem to the asian dude and he;s like ``All of the Blackberry`s have that problem. The back cover is not complete fix`` I was like are you trying to fool me here, I`ve had Blackberry`s over the years and none of them had this problem. So the next excuse they give me is that`Its almost 6 and we close at 6 so we cannot exchange it for you`and I`m like this was never mentioned to me in the email and he said YES WE DID. So I opened up my hotmail and proved it to him that clearly he was ###ting. They kept on giving me excuses and it just felt like there are just a bunch of stingy people who have no complete sense of what they are talking about. The next excuse was`Since the cell freezes, we will have to check it up and it will take a week and since ur 30 days expire today, you wont be able to exchange it`This was the biggest piss off ever.. like you ###s made me come from Hamilton to Richmond Hill and now your making up these excuses. So I call the agent who emailed me and I started cussing at him because I had a showing that same evening and because of these ###s, I would have lost a deal. I told them I already talked to Rogers and they have it on my system. Instead of checking that, these ### made me call Rogers and Rogers wait line takes forever. So finally I talk to Rogers and they said that I`m eligible for the exchange. It was a nightmare going through these guys. The worst people you would want to deal with. For a 2 minute exchange, it took me almost an hour and it ruined my schedule for the day and it was just an awful experience. Once the cell was exchanged, the new cell had no back cover problems and I`m like I thought you said all the Blackberry`s have that problem and apparently this doesn`t so is this defective like you?

RogersDarrell
RogersDarrell
Toronto, CA
Jun 11, 2012 12:07 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi @Z Se, my name is RogersDarrell and I'm from the Rogers Social Media Team.

I'd be happy to help out with your concern. Unfortunately I'm not entirely sure what the issue is. I understand you came to us to upgrade a broken phone, but what happened in between before you spoke to a "CSR manager". What was the situation that had them reply "I don't want to do anything"?

Please reach out to us via Twitter @RogersHelps or Facebook.com/Rogers so we properly assist.
If you don't use either of those social networking sites feel free to send me a PM.

@RogersDarrell

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Paul57
Toronto, CA
Apr 05, 2011 3:30 am EDT

I can tell you that the location at Centrepoint Mall provided me with what may be the worst follow up service I ever have experienced at a retailer, including car dealerships.. Thankfully, Rogers intervened. There was absolutely no signage indicating who owned the kiosk. You are warned. If u see positive reviews of this place they are total bs.

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Dave79
Ajax, CA
Dec 16, 2010 6:20 pm EST

No Need to Comment...The pictures of the install speak for themselves. On a positive note...if you are looking for a job, it appears as though Rogers will hire anyone to do installations. You don't even have to care about the quality of your work.

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rogers worst service
Toronto, CA
Jul 17, 2009 12:14 am EDT

They are the worse service company out there that I've experienced to the point of a joke.

Pissed off, is far behind to...are you guys kidding. You can't possibly be that bad at service can you.

I give up, guess I can live without all the tv phone and internet, rather than ever have to try to contact them again, that's how bad it was for me and bitter.

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rogers worst service
Toronto, CA
Jul 17, 2009 12:07 am EDT

What is wrong is they are a monopoly and that is always a problem.

They are arogant and take our money and don't provide the service promised.

I never dealt with a company that had this bad customer service before.

The calls are either not monitored as they say or the agents know how to get around that.

Worse customer service of any business i've ever dealt with in my entire life, if you have the patience to call 8 times like i did, you will find it is as bad as the first call.

Rogers should be ashamed something is going on at their company that the age nts are unhelpful, don't know anything, bad service, rude, hangup.

You couldn't pay me to hire that if i owned a business.

I work in customer service and if i didn't know anything and hung up on the customer i would be fired.

It's a disgrace.

I have''t even been successful at getting a supervisor to complain to, no one cares at that company just take my money.

Over a whole year it's been the same thing. I haven't even been successful at cancelling my services, as now that is it, they just hang up.

So no complaining, no cancelling.

They are obviously trained to hang up on anyone unhappy or so fed up they want to cancel. And they say they monitor calls for quality, who? Obvously they are out to lunch every day.

Isn't this a modern country last time i checked, not communist, you have to. What is the difference with bad monopolies.

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rogers worst service
Toronto, CA
Jul 16, 2009 11:49 pm EDT

I don't know what is wrong with them but I totally agree, all they do is hang UP.

tHEY don't seem to know what a power button is and when I asked for a supervisor they hung up.

So I called back, 7 times in total the same night. Was hung up on as I didn't wan't to relate the issue to the rep any more.

If you asked for a manager or supervisor they will hang up on you.

Finally 8 calls later was told to ask for Office of the President.

Then another call later told no phone for that ...have to write and was given a strange P.O box number for that. /Like some weird criminals.

I WANT TO CANCEL ALL MY SERVICES, PHONE, TV., COMPUTER, BECAUSE THE SERVICE IS SO BAD AND THE RUN AROUND.

I hate this company more than I like tv or internet or phone.

They actually disgust me. There must be another company, but Fido for phone forget it, they are just as stupid, and rude and would never go back.

The options are too slon'and they think they can take money and give ### service because of that.

Take my money, give service that's the fair exchange, they are cocky.
THEY HAVE THE NERVE TO SAY THE PHONE CALL IS MONITORED FOR QUALITY ASSURANCE.

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Rolexmonger
Mississauga, CA
Feb 01, 2009 8:09 pm EST

I am looking for 200 to 300 pissed off Rogers customers. Your complaints have to be more than just something you don't like. It has to be something unfair that Rogers is doing, something that you would like resolved but they won't do it, etc. I am planning on starting a class action lawsuit against the company. Once we have enough people with legitimate grievances, we must hunt for a good lawyer who specializes in this type of lawsuit, and who thinks s/he can win and be paid from the hundreds of millions of dollars that we will ask. We have to hit them so hard that they will actually feel it. It has to be a significant chunk of the company's net worth, that way maybe they will finally get it and shape up. Contact me at oysterwatch@sympatico.ca

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john
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Oct 26, 2008 9:36 pm EDT

Not only are they becomming the worst service in canada along side bell, they are not giving customers what they pay for. Net trottles during peek hours, so basicly when people are home the most. Blocking security encrypted connections outright. They are compressing the hell out of peoples HD signals so they can squeeze more signal in. So much for HD TV from rogers. Also the fact they rais etheir prices every 3-6 months. Plus Seems every time I phone their call centers. "I dont know what you are talking about" awnsers, customer service reps hangning up and people who can barly speak a word of english.

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Rogers Communications wrong contract, bills overcharged

I have been a Rogers Customer for 2 years when i decided to add my husband. The girl who added him (in Polo Park Shopping Centre Store) put us on a totally different plan, than what she put in the contract. So for 8 months I was getting my bills for $240 and up instead of $110.00 like she promised. The problem is that she put us on unlimited talking after 9, but in the contract wrote unlimited after 6...If i am not mistaken her name is Linn or Lynn and she was moving to Vancuover that same night. . If you are reading this and you know who I am talking about or you ARE Lynn please consider what you have done. You have not idea what you've put us through financialy and emotionally! Why should I pay for your unprofecionalizm and stupidity? But this is not over yet. When my husband got his Blackberry, she didn't put the serial number on file (I guess it's called cross -reference). So when the phone broke and we shipped it to the manufacturer under varanty, they RETURNED THE PHONE TO THE STORE, AND THE STORE DIDN"T KNOW WHO"S THE PHONE BELONGS TO, SO THEY KEPT IT UNTILL I WROTE AN EMAIL ASKING WHERE THE HECK IS MY PHONE? BUT THEY STILL WANT TO BILL ME FOR THAT TIME THAT MY HUSBAND DOESNT HAVE THE PHONE. When I called customer service they "are unable to do anything since it was the stor mistake, not theirs'... Guess what? The store needs receipt for that transaction, but they didn't give us any receipt, since the... serial number of the phone will match the account number! (remember Lynn forgot to add that number). Extremely dissapointed. Thats 2 major screw ups in less than 6 months...

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RogersDarrell
Toronto, CA
Apr 30, 2012 3:50 am EDT
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Hi Yuliya, my name is RogersDarrell and I'm from the Rogers Social Media Team. I'd like to help if I can.
I've sent you a Private Message for further detail.

RogersDarrell

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Rogers Communications misled promotion

Has anyone been misled by a promotion or a Rogers Rep? I didn't realize I did until I received my last bill! My bill went from $150 a month to $270!

I received a call from a Rogers Rep in mid February asking me if I'm interested in converting my BASIC Cable to a VIP cable. I told her I had no interest because I HARDLY watch TV and so she offered me a Trial service for 2 months. I asked her THREE times if there was going to be a change to my bill and she said in her exact words "Maybe a Dollar Change". I repeated after her saying "So it's only going to be a dollar change on my bill" and she said "yes". I was being very repetitive during our conversation to be reassured the information was accurate. Thinking that I would do the trial and then cancel in two months, I agreed. Never in our conversation did she mention that I would have to pay an extra $120 for the service or else it would have been an IMMEDIATE NO. She made it sound like it was free trial!

When I received my bill 2 weeks ago, I called in to the Cable department and asked to issue a refund and get downgraded IMMEDIATELY. She said I WOULD get a refund within 4 days for the difference and she would send in a case.

I called in today to confirm if the changes were made and if my refund went through. To my surprise it didn't! The rep said that he would downgrade for me TODAY (April 22). ... I thought that was done when I called in 2 weeks ago. He also told me that I won't get my refund because there's NO documentation of this trial promotion. I felt COMPLETELY MISLEAD and I'm quite upset about it. I don't think I'm going to trust another Roger promotion ever again.

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John/Bella
Toronto, CA
May 24, 2012 11:10 pm EDT
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I've had cable with Rogers since attending university in 1996. Last year I decided to subscribe to their internet and cell phone service. That was a huge mistake on my behalf. They litterly tried to overbill me for $100.00. When I contacted them with regards to this, they sent me from dept to dept. Not only do they overbill, but their service is highly questionable and they are highly ignorant. In fact, contacting Rogers is a highly obnoxious situation, as I can attest to, because I just spent the last three days conversing with this dishonest or questionable organization. And for those of whom think the government or the CRTC is going to intervene, well you are sadly delusional.
Please, take it from me! It is consumer beware. Do not believe them, and being cynical when dealing with Rogers should aid in your frustration. Be highly cautious. In fact, I will say one last thing: Rogers is an organization of theives and liars. Sincerely, John.

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Rogers Communications poor customer service

Following an advertising campaign, we decided to bundle our cable, internet, phone and cellular services with Rogers. We gave the agent the particulars explaining that if we switched, we wanted to ensure that we were receiving apples for apples. The agent told us that Rogers internet service was the equivalent of our Bell plan and that Rogers would handle everything. Subsequently, we were advised by Bell that there would be a cancellation fee. We could easily have given proper notice, but Rogers promised to handle all of that on our behalf. In addition, the internet service provided by Rogers was, not the equivalent of the Bell service. Trying to undo this was a nightmare. We were on the phone for a total of 8 hours talking to customer service reps who all commiserated and aplogized but did nothing to correct the problem. Ultimately, Rogers provided a credit because of their incompetence and because we have been very good long term customers, but ever since then we have had nothing but problems with billing. We previously paid in full for the year but decided that since we would likely discontinue the only remaining service (cable) once the contract was completed that we would pay monthly. We arranged for a pre-authorized payment. Rogers has claimed twice that they did not receive payment despite the transaction showing up on a credit card statement. When this happens, you receive letters demanding payment and endless calls in which you repeat the same information to the customer service rep. During this last incident, we were told that the price has increased...so much for having a contract. After decades, we will be switching cable providers when the contract terminates in a few months. To summarize, whether it involved obtaining information about service, arranging a switchover or billing, Rogers has been an absolute nightmare.

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So Unfair
Toronto, CA
Feb 20, 2013 3:14 pm EST

I am glad that there are customers that are willing to take the time to complain about Rogers Very Disgraceful Customer Service! I have had nothing but nightmares with their agents, lack of customer service excellence, rude attitude, verbal abuse and total disregard for us their clients. People please before signing with the telecommunications giant, review their customer service history, take these complaints seriously and don't allow their sales pitch to override what will come after you acquire their services. They also have an annoying automatic bill payment reminder that will call your phone one time I had as many as 8 calls in one day for $65! In addition most of the times you answer no one and no recording is on the other end of the phone it will just hangup! Also the packages they offer there are better deals with other providers... and you will pay less with others for more than what rogers will offer you!

RogersDarrell
RogersDarrell
Toronto, CA
Mar 25, 2012 9:14 am EDT
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Hello, my name is @RogersDarrell and I'd like to help.

Please reach out to us via Twitter at @RogersHelps or through Facebook at facebook.com/Rogers

Thanks, @RogersDarrell

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11:40 am EDT
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Rogers Communications billing

Where do I begin to articulate the feeling of disappointment, regret and disgust with having a wireless phone with Rogers?

I’ve lived in Toronto for some time and, against the advice of many I bought a phone from Rogers using a pay-as-you-go plan. Several months later, after considering the plans advertised at the time and the advice of a Rogers Customer Service Representative I took a 3 year plan which should have considerably reduce my monthly bill as the plan was “tailored to meet my particular calling need”. This was my first mistake.

One month I received a bill for over $600. I called Rogers and, after navigating the seemingly treacherous labyrinth of options and waiting for what seemed like an eternity to actually speak to someone, I was finally able to explain my reasons for shock and confusion over my bill and asked for, at a minimum, a reasonable explanation and adjustment to these charges. To the CSR’s credit he did make what I considered a just and fair adjustment to the bill. However an explanation could not be provided as to many of the charges, only apologies, and a modification to my plan which should “prevent a re-occurrence” and would allow me to see “even more cost savings in my monthly bill”, to which I accepted. Mistake number 2.

Months later I moved to Northern Ontario for work purposes taking my phone and, off course, my Rogers plan with me. I soon noticed an increase in my monthly bill and upon closer inspection discovered that I was being charged long distance fees for incoming calls. I also discovered that my ongoing plan, for which I was paying an additional fee for early evening calling, was already a part of the original plan and I was paying for this additional add-on unnecessarily. This was immediately corrected, although no refund was forthcoming as the CSR’s are apparently not authorized to make those adjustments. A long distance plan was recommended that would correct this problem as it would allow me to keep my 905 number while living in a 705 area, which is for the moment temporary presently my preference, to which I agreed. Mistake number 3. You would think that I would have learnt my lesson by now. I’ve also discovered that whenever you make a change to your plan during the course of your billing cycle you also have to pay month in advance, for reasons which are still beyond my comprehension. Now comes the proverbial straw.

This month I received a bill from Rogers for over $760. Over $360 were long distance charges for incoming calls, over $100 for my original plan, and the rest were for outgoing long distance charges where “Roaming” fees are attached.

I called Rogers on Sunday night, 11th March, seeking an explanation and a resolution to this bill. To her credit, the CSR was quite understanding, pleasant, knowledgeable of the details of my present plan and even expressed shock at my bill. She explained that the long distance plan I had (which was recommended by the Rogers Customer Service Representative) only covered Rogers-to-Rogers cell phones. It also did not address the charges for incoming long distance calls. She, however, couldn’t not explain why I was being charged roaming fees for outgoing calls as I assured her that my apartment building (where I was when I made those calls) was certainly stationary at the time. After over an hour and a half she indicated that she shall send a “note to the back office” and that someone would call me within 48 hours to update me as to the status of this bill. She also recommended changes to my plan which included:
1. A long distance plan which was considerably more expensive than the original but I was assured would definitely the correct one, which we activated immediately and deactivated the original long distance add-on plan.
2. Changes to my calling plan going from 300 minutes to 200 minutes with a My-10 as she was able to determine that based on my calling history and my present and foreseeable needs would be more than sufficient and ensure that my overall Rogers bill would be less than $100 per month. This was put in a note on my account to be activated at the beginning of my next billing cycle to avoid the additional ‘one month in advance fee’ that Rogers charges when making changes to your plan during your billing cycle.

I called Rogers on Wednesday night (14th March) having not received any call from them within the promised 48 hours. The CSR indicated that according to her files a decision was already made, that the bill and the charges “were legitimate”, and though I was required to pay it in its entirety, she was willing to make some reasonable adjustments. I told her that I was both shocked and disappointed by the decision, particularly after outlining my conversation with the CSR of the 11th March, and immediately asked to speak to a Manager to which she acquiesced.

The manager greeted me with “Hello Mr. Ramnasibsingh, I am told that you are not willing to accept a %50 adjustment to your bill?”. I immediately attempted to correct his error by informing him that no offer of made. After my second attempt to correct him and after putting me on hold he apologized for his error but then reiterated that my bill was indeed legitimate. I attempted to explain to him what my concerns were and my conversation with the CSR of the 11th to which he insisted that he already understood the circumstances of my bill and needed no further explanation. Despite incorrectly outlining my calling history and the conversations I’ve had with Rogers CSR on several occasions during our 30 minute conversation, he still could not give an explanation as to why such exorbitant charges were attached to my bill. Despite being, in my personal view, insistently argumentative and somewhat arrogant, said that Rogers are not responsible for these incoming charges as the Rogers CSRs only gave me ‘advice’ and it was my responsibility to accept it or not.

After insisting he did not need any further input from me and that he was more than acquainted with the facts of my case, made an ‘offer’ to give me an adjustment to my bill for the next 6 months based on the details of ‘my plan’ which he proceeded to outline incorrectly. After several attempts I was able to explain to him his errors after which he proceeded to make a ‘final offer’ which, in totality, was less than the original. He claimed that he does not have the authority to make any changes to my present bill (a contradiction to my history with Rogers as well as his opening statement to our conversation). Upon request he also explained to me the cost terminate my plan with Rogers in its entirety so that I could switch to another service provider, which together with my bill, was simply unaffordable. I am now faced with this ridiculous bill with what seems like no option for recourse and no fair or just solution to my present predicament.

All I request from Rogers is that they:
1. Take ownership and responsibility for their poor advice which contributed to over $360 in long distance charges for incoming calls
2. Provide an explanation as to why I am paying Roaming fees for long distance calls
3. Provide an explanation why, all of a sudden, CSRs and Managers no longer have the authority to adjust the bills of a Rogers customer, but can seemingly negotiate only some charges to future bills for only a limited time, contradictory to even the conversation between myself and the Rogers ‘Manager’ on the night of the 14th March.
4. Provide an explanation as to why, after my numerous attempts over the last year to work with Rogers, be reasonable in solution finding, trusting the advice to trained Rogers Representatives I am yet to receive a bill which remotely resembles my official wireless plan.
5. Investigate my conversations with agents of Rogers on both the 11th and 14th March to determine the validity of my claims (all calls are recorded for ‘training purposes’), review my present bill and billing history to determine the validity of my concerns and that my present bill be reasonably adjusted prior to my stated bill date.

Since I have been with Rogers I am yet to receive a phone bill for less than $100. It is my opinion based on my experiences to date that when someone is locked into a contract with Rogers, the service seems to mirror the formal definition of extortion (Illegal use of one's official position or powers to obtain property, funds, or patronage; An excessive or exorbitant charge). Because of the cost I am being required to pay now and the stated cost of terminating my plan ($500 plus tax) I simply cannot afford to switch to Bell, where I have been assured by many present Bell customers is exceedingly better and free of the experiences I’ve had over the last year.

I am seeking any assistance that can be rendered in finding a solution that would see the next couple of years not reflect my wireless experiences of the previous year with Rogers.

One thing’s for certain, I presently do not recommend Rogers wireless ‘plans’ to anyone. The actual phone service is, in my view, reliable. It’s everything else that has me feeling trapped, abused and in some respects violated particularly after my last conversation with one of Rogers representatives. Believe me when I say it is simply not worth it. There isn’t a day that goes by that I do not regret my choice in wireless service providers.

Shrivasha
[protected]@yahoo.com
A seemingly trapped, definitely dissatisfied and disappointed Rogers’ customer

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JGallant
, CA
Mar 18, 2009 11:47 am EDT

In November 2008, we bought a new house and since the house already had a satellite dish we decided to change from Rogers to Bell Express Vu.

I called the first week of November and informed them I wanted to cancel my services as of December 1st (internet, home phone & cable). The lady I spoke o said no problem and made the changes to my account.
Of course the week after all my service were cancelled ( 3 weeks before the date requested). I called AGAIN and told them what they had done, they of course said no problem we'll fix it. My services were reactivated, however and the next bill was a charge of $315 for reconnection.
I called AGAIN and told them they had charged my checking account for a reconnection fee, she said they would credit my account.
Then December 1st came along my services were terminated. Being a new mother it took a month to return the equipment which they had charged me $483 for, so when I returned it I got a receipt in the Rogers store as well as in the mail informing me of a credit of $483 for equipment returned. To this day I have not received.
On January 14th & 21st, they charge me $345 for equipment not returned, which at that time makes my other payments going through that day go NSF and the bank charges me $40 per NSF.
Again Feb 16th & 23rd $377.21.
I've called on 6 occasions and 3 out 6 they told me they removed my checking information to avoid future charges...of course this was not done. I've asked to speak to a supervisor and they never transfered me.
Bottom line I'm on maternity leave and need this money, they have now told me I need to wait 4 to 6 weeks to have this credit to my account and then I can request a cheque to be sent and this on top of all the NSF that occured...are you kidding me?
See attached my bill thanking me for returning the equipment and the credit that has been sitting there for 2 months, which is just a part of what they owe me.

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h westner
trent hills, CA
Jan 02, 2013 3:58 pm EST

after reading past complaints of some Rogers customers I am convinced to not make my complaint to Rogers.I bought a new phone at Best Buy and when I asked the clerk to cancel my pay as you go account she said she could'nt do that so I just stopped using my pay as you go and opted for a 3 year monthly paid account for my new phone.I was later informed by Rogers that I had accumilated a 200.dollar credit on my pay as you go account I asked them to credit my monthly paid plan with the the credit.Guess what? Since then they have been silent and ignore my letter to follow up.I am not surprised ! hwestner1@sympatico.ca

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2:02 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Rogers Communications poor cable tv signal from rogers

Hi Im posting this on behalf of my elderly parents who are retired both in thier mid 80's. They have been with rogers for many many years an they have a rogers box and also subscribe to a specialty channel (Rai International) This is an Italian station which they spend a big part of thier day enjoying together. They recently had a problem with thier cable and a tech came to service the problem... the service tech told my dad that he had to report him for having more than one tv in his home, and ever since he has to use only the tv with the rogers box because when he hooks up other tv's, one in bed room and one in basement with a splitter he then loses the digital rogers box signal? Can rogers have the right to pssibly weaken the signal strength to only allow for the rogers box to work and when additional tv's are hooked up it fails? Please help me in this matter for I feel the next step is to cancel with rogers

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mbelperio
Brampton, CA
Feb 19, 2012 1:23 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Rogers helps locking you into a conteract for overpriced services and then if youu are unsatified you are stuck enduring the remainder of your contract or pay some outrageous fee.
Without this policy they would never surv ive.

I don't understand shy companies don't try other marketing strategies like good service at a fair price?

They will poffer you everything except that.

R
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@RogersDarrell
Toronto, CA
Feb 17, 2012 6:49 pm EST

Hi mike mike,
My name is @RogersDarrell and to answer your question; yes, Technicians have the right to remove any illegally installed splitter. Unless your parents pay for and Extra Outlet ($6.99 p/month fee) or have Digital VIP Cable or higher, any splitting of the incoming Cable is prohibited and will be removed and/or prevented.

If you have any other concerns or questions please feel free to reach out to us on Twitter @RogersHelps or Facebook/Rogers.com
Thanks, @RogersDarrell

Rogers Communications In-depth Review

Business Overview: Rogers Communications was founded in 1960 and has since expanded to become one of the largest communication and media companies in Canada. They provide a robust catalog of services including wireless communications, cable television, telephone, and Internet connectivity. Despite a competitive industry, Rogers Communications has maintained a strong foothold due to its comprehensive services and widespread recognition.

Quality of Service: In terms of speed and efficiency, Rogers Communications brings high-speed internet and effective wireless coverage. However, like any ISP, they do experience periodic network downtimes. The company’s customer service can be a mixed bag, with some customers noting exceptional support, whilst others face longer waiting times. Their commitment to support and maintenance is commendable, with regular updates to hardware and software in a bid to improve customer experience.

Product Offering: Rogers bundles a range of services — TV, internet, home phone, and wireless — with flexible options to accommodate various user needs. They have consistently embraced and executed technological advancements, including 5G, which has further elevated their service quality. User experience is generally good, though comfort levels can vary per specific products or services.

Pricing: Rogers Communications offers competitive pricing matching the industry standards, though they may appear expensive for basic packages. Comparing with competitors, prices are in a similar roundup, although the specific features in each package may vary. Rogers often provides promotions and discounts, especially for bundled services or long-term contracts, which can enhance their value for money.

Network Coverage: With a strong regional presence in Canada, Rogers Communications dominates in many areas with its superior network quality and reliability. Continually updating their technology ensures customers almost always have the latest in advancements, including the growing reach of their 5G network.

Customer Support: Rogers Communications offers several modes of communication, including telephone, chat, and social media for customer support. While there are periods of high-volume which can lead to longer waiting times, most customers find their issues resolved effectively. 

Corporate Responsibility: Rogers Communications has shown commitment towards reducing its environmental impact and actively participates in numerous community-related initiatives. The company also places a high priority on ethical practices, including a strong stand on data privacy and consumer rights.

Online Presence: The Rogers website is informative and user-friendly, providing a hassle-free way for customers to access and manage their accounts. Their mobile application equally offers a seamless user experience. Their social media platforms are actively used for customer support, updates, and promotions.

Company Culture: Rogers Communications ranks well with employee satisfaction, offering competitive benefits and fostering a growth-oriented environment. They promote diversity and inclusion, making it a forward-thinking entity in the corporate world.

Final Verdict: Rogers Communications offers solid coverage and an expansive suite of services with state-of-the-art tech, although their services might be costly for some. While improvements could be made in customer service, they generally handle issues effectively. Their online platforms are easy to navigate and they maintain a high standard of corporate responsibility. The company's future seems promising with continued expansion and investment in new technology.

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