Rogers Communications

This marks the 11th time I have written, gone into store or phoned in to speak with someone at Rogers regarding this issue.

During the weekend that the $60/10 Gigs plan was briefly available, I spent a huge amount of time trying to phone in to get it but the lines were always busy, so I went into my Rogers Store here in Squamish. The manager was absolutely swamped (as he always seems to be) and said there was nothing he could do for me at that moment as he had too many customers but took my name on a list with about 10 other customers who were told the same thing as me. He told me I should be contacted the next day as I there in store and therefor eligible to receive the plan.

I was not contacted so I went back into the store. He told me that he had given my name along with the others on the list to "Rogers" and that they would be calling me to set up the deal.

I received no call and went in and talked to him again and was told the same thing.Again no call.

I phoned in a few times on the matter and was told there was no record of my name and nothing to be done. As there is obviously a huge disconnect, and it seems my name has just been ignored by someone somewhere.

After gong back in, the store manager in Squamish Ramish still says that I should have every right to ask for the offer and to try calling in again.

I Do, and Eventually I am given to an escalation manager who offers me a far less good offer. $70/8 Gigs. I do not see why I should have to take a lesser offer when I did everything in my power to get the deal while it was being offered.

At this point the woman Im speaking with is being incredibly rude and condescending and basically telling me she doesn't believe me that any of this took place. (I would love for someone to go and listen to these last two calls to see how both women talked to me.) Do you train your mangers to speak down to people? I told her I would go into the store and have someone talk to the manger who would vouch for my story.

I go into the store, wait over an hour to speak to the Manager and put him on the phone with the manager from your escalation line. He explains the exact same thing that I have said here and basically, goes back and forth in a fight with your manger right there in the store. He tells her many times that as per his protocol he has emailed my name and a list of others to "Rogers" and was told that it would be dealt with by them. She tells me that as there is no record of him calling in for me (he was trying and couldn't get through at all) that this is invalid. There is literally no connection between "Rogers" standing in front of me and "Rogers " on the phone and it could not be more evident that the two are working against each other much more than with each other. I got off the phone with her after him talking to her and pleading my case for me affected her in no way, and she was actually much more rude and condescending after their conversation. I at one point asked to speak to someone else and after putting me on hold for a long time came back on (same person) and demanded I agree to a list of the things I had declined to take. I have never felt more bullied or threatened by a representative off any company. After being threatened with a time limit, (I understand there is a way to say you have 24 hours without it coming across this way, but it was all in the delivery, again please listen to the recording.) I felt that I had to take the offer or lose any bargaining position that I had made, and as the service has been horrific so far I had no faith it would get better.As I was running late for my yoga class and needed to get off the phone this could not be before I had to get off the phone and again I was threatened. I have spent many many hours dealing with this and it is very disappointing to be treated this way by a company I am a very good customer with.

I am happy to ask the store manager for the copy of his emails if I need to prove myself further.

At that point he told me he was so sorry

I recently bought i phone 8 on a 2 year plan on December 15 and was told as it was open box phone i would get a credit of 200 on my first bill but when i live chat with mi[censored]a this morning i was told i would have to physically go and meet the store agent who promised me as they dont see any notes
I told them i am out of country for my wedding and not coming back until feb, Mi[censored]a was not able to help me and i really felt disappointed and regret on why i signed up again for another 2 years
I already paid the full amount upfront for this phone . Even the billing was confusing and agent was not really able to explain. No hopes if i will get my money back which i paid for buying a open box phone. VERY FRUSTRATING!

I have been a Rogers customer for 10+ years. This incident has been ongoing since November 17th, 2017 where I submitted an upgrade request to Rogers for the new iPhone X.

The phone was on back order by Apple considering the high demand of the product. I was advised that I would HAVE THE DEVICE 11 days after I submitted my request. It is now 42 days later and I still DO NOT HAVE MY DEVICE. I followed up once a week via e-chat and I was blatantly lied to time and time again in regards to my extended delay. The customer service reps did absolutely nothing to compensate me for having to wait longer than they initially advised.

Why would a company advise a specific delay/wait time while knowing that the time they advised was not realistic? I understand that the phone is very popular and that the back order is not on Rogers but Apple. However, the company should be accountable for the guidance they are providing their customers. If I knew back in November that my "Christmas" gift wouldn't arrive, I would not have made my purchase and at this point there is no point in cancelling since I've been waiting for so long. This has effectively ruined the entire holiday seasons because of Rogers not setting expectations correctly. I feel cheated as I was advised that I would receive my device before Christmas.

The customer service reps then acted cold, unapologetic, and honestly couldn't care whatsoever about my delay. I was made to think that it was my fault. I was told that Rogers will do NOTHING to make up for their shortcomings. This is how Rogers treats customers who spending $1300+/year for the last 10+ years. Clearly this company does not care about customer retention or even having any human decency.

I got a cellular plan with rogers in march 2017. I have had issues from day 1. I didn't get my phones on time, their chat representatives were not helpful & could provide little to no information about the hold up. I was checking out upgrading options and a week later a new phone arrived at my door... The exact one I was looking at on their website. I never checked out, and agreed to purchase the phone. When I went online to tell them of this error, they told me I did request the upgrade and I couldn't return it.
I was given free spotify service for 6 months of my contact, which I cancelled before the time was up. For the last 3 months I have been charged 2-4 times for this service on one bill. Why would I need 4 spotify family accounts!? I use apple music and am very happy with it. Spotify was fun while it was free. I also went online to cancel this service, and 3 times I was told it was cancelled and they credited my account.
Tonight I am again on their site talking with someone to cancel my account with spotify. I am not pleased with this service, and it has taken over an hour to be told its a 3rd party issue, and they will "open a case" for me.
I also upgraded my phones recently to take advantage of some freebies. I purposely upgraded my phone to the pixel 2, so I could get the google home mini. I have yet to receive this or any information on it. My husband also upgraded his phone, on purpose, to the samsung s8, so he could get the google home. Again, we have yet to receive any information about getting the item.

I am beyond frustrated with rogers and would cancel, but they charge you waay to much to leave them. I feel like I am trapped with a [censor] cell phone carrier.

hello
i am using rogers service since last 1 year but i never had this issue i am very disappointed and dissatisfied with this . when i bought this sevice with you your rogers retailer ask me to pay $600 and i had give him 2 iphone 6s but at that time i told him that if in future i have to stop this service what should i do he told me that you have to pay $600 subsidy for both the phone and when i go to the retailer shop he told me that i cant do anything about this and rogers suspended his rogers product he is no more sell rogers product he give me very bad answer and i call to rogers customer care even they didnt give me any answer regarding my bill . your rogers retailer cheated with me he charge me $600 and plus 2 phone i told him give me my teo phone he abusing on me and even you customer care agent abusing very badly this is very rediculus . i want whole credit on my account that you guys charges me on my bill .. because i had never experimce this type of issue with anyone . i call 100 times to customer care agent they always abusing and disconnect my phone .

This is a complete insult to me! Christmas themed adverts on november 4th during hockey night in canada is a complete lack of couth and in fact common sense! This is a telecom retailer who is wayyyyyyyy too early in promoting sales 2 months ahead of the holidays, which in fact, are a time to celebrate jesus' birthday, not to recklessly promote their bottom line/shareholder profits! I am disgusted! No wonder I refuse to do business with these [censor]!

My mom got a bill saying she rented a number of movies on her nextbox which she didn't. She never rent's movie's. She contacted Roger's and told them that the bill was wrong and told them that someone must have hacked her nextbox and they told her that it is impossible to hack the neckbox. Some of the movies that where rented were while she was in Hamilton. Roger's got feed up because she wouldn't pay for the movies that they cut her services off. So now she has no way of getting a hold of no one because Roger's wouldn't look into the matter.

Firstly It seems to be impossible to reach the customer representatives through phone.Three days before I received a mail from your company to inform me about my past due bills.I have been getting internet service from your company since may. before the internet service installed to my home, I have been informed by Rogers customer relation representative that no installation and technician fee will be charged.But When I received the first bill it was 152 ca.when I called your company regarding this issue, the customer service representative told me that this 152 was charged mistakenly and advised me this amount asap but added that installation and technician fee would be deducted from the forthcoming bill. I was shocked when I see the second bill; it was 95 ca.I was supposed to be charged 69 plus tax. now it was stated in the last mail that I was still supposed to pay 252 ca. Why? if I did not pay, I was informed that after 14 days internet service that is provided by your company will be terminated.
therefore I kindly request to terminate my agreement with your company at the end of September 2017.I do not want to receive internet service because of the reasons I mentioned above.

They are a 21 frist Centry mafia !
Every month they add extra money to m and my mums bill they lie when they sell you the contracts and you have to call up mutable times to try and get what they promised! But wow that deal has gone now ! What I haven't even used me phone yet ' and rogers start there scam ! Then data holly ffffg 270 dollars extra no text warning! AND !and I had wifi connection all month never left my house . Data off on my I phone they are con artists on every level just out to take everything thing they can get from you . And make it so hard to talk to the right person to fix the problem! And they know we all work long days so they just hope we just let it slide as know one has the time for there scams as we have jobs they never call back and when you do get to talk to some one they cant help you hahaha they have to pass you on to some one else . And then after explaining another time ! Ps they know this is a time waster so they hope you just pay there [censor] bill !
You have to go all though it again. ! Then they say technical will look into it and call you back in 2 days. A week later I call and wast more fff time that cost me a lot!
Explain again then they say there not sure call back in another 3 days .
This is i business based on knowing they can always over charge on every thing !
Because no one has the time to get to keep calling then on to another person another person lol To fix there errors! But no one is alound to refund there over charges or correct there own mistakes.
Roger must me from Italy
As he know how to [censor] you over and get away with it legally. As working people just don't have the time for his game play . And he knows it ..
get rich by [censor]ing with the little guys .
Your company should not be legal !

I'm going to keep this short.
We moved from Cambridge Ontario to Tillsonburg Ontario.
Phoned Rogers to transfer my Tv, phone and internet service to new address.
Sold our house and the service was stopped on June 28th 2017, to be re-connected on August 16th 2017 at [removed] in [removed].
Talked to concierge service, sort of one stop communication. Nice.
Gave me our new phone number, arranged appointment for new connect in Tillsonburg.
Moved into nephews house, had no Tv.
Phoned Rogers to have basic TV service at [removed] in Cambridge for about a month.
Picked up PVR and had service under my name at [removed].
Arrived in Tillsonburg, Rogers rep. showed up and hooked up Tv, internet and phone service.
Moving company lost phone and internet modems.
Rogers installer left a phone modem, so we had phone, but said could not leave internet modem had to get one at rogers store in Tillsonburg.
Hooked up Tv, had only basic cable service.
I made sure, that the PVR I hooked up was the one from my Cambridge address.
This is where the " fun " begins.
Phoned Rogers, was connected to concierge service, listened and said it was a technical problem..was connected to tech department, which promptly informed me that it was not a tech problem and switched me back to concierge service.
I told them repeatedly, that it was a PVR problem, but then what does the customer know?
Another call the next day, no TV service other then the basic cable.
Chat line next day.
What PVR's do you have she ask...The one from my old address and the one from my nephews address I said. She couldn't find the PVR in my name from my old address, implying that I had an " illegal " PVR and clearly that doesn't work.
Finally I hung up and took the, my PVR from my old address, to the local Rogers store for exchange. And sure enough, the reason she could not identify MY old PVR was, because my old address had disappeared because I had " cancelled " the service. Well, I hadn't cancelled the service, I had transferred the service. But Roger may not have " transfer service " they only have " cancel " service, and this is important, which means the box had to RE_AUTHORISED!
And the lights went on full blast when I took the new box home and there was a phone number asking to call Rogers to authorise the box.
In short, NOT one of the Rogers customer service reps understood that once the service is CANCELLED from my old address, I would have to have the box re-authorised and my complete TV service would have been restored based upon my account service.
I spend 4 to 5 hours on the phone and the chat line to have this issue resolved and I had to solve the problem myself.
Maybe as a reward for my " pain and suffering " you would be so nice to wave the cost of having to replace my phone and internet modems my moving company lost, instead of having to pay you for the replacements.
Thank you for your consideration

regards

Uwe Kretschmann
[removed]
ph [removed]

I (had) been a longtime Rogers cable customer since 1986, and then on the evening of March 29th, 2017, I got a call from a Rogers Telemarketer telling me I could save money with a Rogers Bundle of Intenet, TV cable and home phone all for $110/month. I was cautious and asked about customer satisfaction re: any problems and the Rogers Rep told me that "my satisfaction was guaranteed or I could cancel at no cost to me."
-Fri Mar 30th I got an email from Rogers the next day quoting almost double the $110/month price so I called into Rogers to cancel and they said the price would be adjusted to fit the offer I'd been given so I then said I would try it and the install was scheduled for Mon April 3rd, 2017.
- Tues April 4th, the next day I had no internet so I again called Rogers ...
- Rogers Tech came again on Fri April 7th and he replaced the Rogers Modem, it worked for a while but was slow and then died entirely on Thurs April 13th so I called into Rogers again ...
- Rogers Tech came again on Mon April 17th and got internet working slow & died on Fri April 21st
- Rogers Tech came again on Mon April 24th, got internet working but slow and died entirely next day
- Rogers Tech came again on Wed April 26th, got internet working slow and died entirely next day
- Rogers Tech came again on Sun April 30th, got internet working slow and died entirely next day

These problems continued here below are Internet speed tests done while Rogers techs were at my home: Please note the erratic and slow speeds ...(which multiple Rogers Techs told me were due to the Old Rogers cabling feeds in my neighbourhood.)

IP_ADDRESS TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS SERVER_NAME DISTANCE_MILES
99.237.165.108 4/26/2017 2:08 PM GMT 32.39 32.8 31 Toronto, ON 0
99.237.165.108 4/26/2017 2:11 PM GMT 58.81 32.41 38 Toronto, ON 0
99.237.165.108 4/26/2017 2:13 PM GMT 76.31 32.71 38 Toronto, ON 0
99.237.165.108 4/26/2017 2:14 PM GMT 1.53 30.65 9 Toronto, ON 0
99.237.165.108 4/26/2017 2:14 PM GMT 1.53 30.65 9 Toronto, ON 0
99.237.165.108 4/26/2017 2:15 PM GMT 64.42 30.73 17 Toronto, ON 0
99.237.165.108 4/26/2017 2:17 PM GMT 66.77 29.4 40 Toronto, ON 0
99.253.229.114 4/26/2017 3:23 PM GMT 78.53 32.82 10 Toronto, ON 0
99.253.229.114 4/26/2017 3:38 PM GMT 79.44 32.63 9 Toronto, ON 0

Please note these speeds are horribly slow and erratic for what is supposedly a gigabit Rogers service !

Finally, on Wed May 18th I could take no more of this and cancelled all my Rogers Services, in person at the Rogers Store at Victoria Park and Kingston Road. Over this 6 week period I had endured over 20 calls, emails, live-chats with Rogers Plus 8 service calls to my home (each of which I had to take 1/2 day off work for !) and despite all of Rogers false promise every time I called in with problems...nothing Rogers did provided a stable, reliable, ongoing fix to these Rogers ongoing sevices-drop out problems...

The problem now is that even though I formally cancelled all these services Rogers in May after giving Rogers 6 weeks in whcih they failed to provide me reliable service...Rogers continued to bill me for services I never received ...and now today I received an email and a letter from a debt collection service working on Rogers behalf ?
(Below is my email response to their email)

Attn: Safian Rafiq (& Chantelle Phillips of Rogers)
Metropolitan Credit Adjusters Ltd
E300 6860 Century Ave
Mississauga ON, L5N 2V8

RE: Rogers Client Account Number: [protected]
? Outstanding Amount due: $608.96 plus applicable interest ?

Regarding this above Rogers Billing on My Cancelled Rogers acct, I have emailed Rogers several times on this matter (see below...)

As communicated in person and/or emailed to Rogers in April, May, June, July and now August of 2017...

RE: Account number: [protected]
Continued re-billing of Account cancelled on May 18, 2017 !

On May 18, 2017 at 1:18pm I cancelled all my Rogers Services bundle as this upgrade bundle in my Rogers services Never worked as promised by Rogers, from its start in April 2017.

My cancelling this Rogers services bundle was after me enduring 6 weeks of this Rogers services bundle never working as promised by Rogers.

Over this 6 week period I had endured over 20 calls, emails, live-chats with Rogers Plus 8 service calls to my home (each of which I had to take 1/2 day off work for !) and nothing Rogers did provided a stable, reliable, ongoing fix to these Rogers ongoing sevices-drop out problems...

After each service call to my home these supposed Rogers-Fixes died in a few hours or next day.

Even Rogers service techs while at my home told me "it was all probably due to problems on the old cabling in my neighbourhood"

Also, I never got the callbacks I was promised on these problems or the service discounts I was promised from Rogers reps.

Finally, after 6 weeks of this crap, I had enough and I cancelled all my Rogers services and switched back to a fibre provider.

I have detailed all of these Rogers exchanges in writing to the CRTC including this ongoing harassment billing for Rogers services that were formally cancelled because of never being fully provided or reliable as Rogers promised.

On May 18, 2017 I returned all Rogers gear to the Rogers Store at 2490 Gerrard Str. East and I have a Rogers Store receipt acknowledging these returns (and your Rogers Store rep acknowledged and printed on my receipt that $ 0.00 was then owing on my account.)

This Rogers service-bundle upgrade was NEVER provided to me as PROMISED: "Reliable, Stable & Continuous" Also. Rogers Reps at numerous times promised me verbally that if I was not fully satisfied, I could cancel these Rogers services for no charge !)

PLEASE STOP EMAILING ME THESE HARASSING BILLINGS for Rogers Services that were NEVER provided as promised. by Rogers and stop all actions against me by this Collection agency...Otherwise, my next steps will be to contact all Toronto Media, all Canadian Consumer protection groups, local LAW ENFORCEMENT OFFICIALS and the CRTC.

Regards,
Mr. Blair Clarkson.

Hi. I have device protection plan on my device and I request a replacement yesterday early in the morning since I dropped my phone and broke my phone screen on the day before. I was told by a Rogers rep via live chat on Aug 1st around 10pm that the replacement would come 1-2max after making a claim. He even mentioned that if I was to do the claim on that night I would get my replacement today. Please go ahead and check or conversation via chat and you'll find out that it was exactly what he said.
However, I received an email saying that they would CONTACT me by Aug 4th to talk about the next steps. I don't know how long my phone will be working for since its screen is not fully working and it is getting worse and worse.
Already contacted Rogers customer service 3 times and they did absolutely nothing to try to help me.
When they offer us the device protection plan they said "if any damage happens to your device, bring it back, pay the deductible and WE will give you a new one right away". They never mention that is another company that will take care of the replacement nor that it takes about a week to get the replacement.
It is so frustrating to think you're covered when you actually are not.
I tried even the possibility of upgrading my [protected] line to an s8 just to get a device sooner since we are going away for vacation on Saturday and I'll have no phone with me..
The agent over the phone gave me some crazy prices if I wanted to upgrade that line. Again, this is so frustrating to realize that we have 4 phone lines, internet, and are Rogers customers for about 4 years and we don't get any help or support when we more need.

Since this morning, I have been experiencing little to no internet, the signal is all over the place. When my mother decided to call about it given that I am only 16, the worker was very sarcastic and told my mom to call back later just so he didn't have to deal with her. Now, I am experiencing no service and when I do have it, it's poor. Definitely looking into switching companies.

I have been through 5 cable boxes in less than 2 years. Every time I call I get the standard: unplug it and plug it back in; nothing. Then a variety of questions about cords and such; nothing. Set up a tech support visit, tech guy comes, fiddles around with cable then replaces the box and leaves... REPEAT PROCESS.. unfortunately I have no alternative as the property management has an agreement with rogers and does not allow bell services in the building, which seems unfair to me... they have only 1 time given me a credit of 6$ and only because I freaked out on them. The product is trash and the customer service is just as bad.

Why am I being charged more than the set upon promotional offer after only 3 months? Shouldnt I be allowed to keep my agreed upon rate until my contract ends? That is very frustrating to think that you can increase rates and then firce persons to pay more while holding their contracts over their heads? I should be allowed to leave Rogers when they change rates.

My Name is Ernesto Muratore . I have 2 accounts the one I having problems with [protected] . some had changed my billing on march 24 /17 I had received a text and called Rogers back right away and it was straight out and got a text confirming that Today I had found that not only was I being ripped off I was also lied to by Rogers employee . I have tried to find the right complaint to fill and not such exist . I happen to be a reseller off internet and phones and have heard of nightmare stories never though it could happen to my account I am not out alot of money but basically I do not think that Rogers billing is a trusted place & give there staff the option of doing what they please with your account . I do not suspect anything going to done Rogers has giving me back 1/2 the amount and I am out $30.00. I should not be wasting my time writing this complaint and perhaps
be spending the time to look for another provider I have a account with telus for 20 years now never a problem

WE have 2 cable boxes that operate with Control 4 and have a technician that has installed them.
This week in the AM no cable, my wife calls rogers she does as told and reboots the boxes, still no cable Rogers says the signal is fine.
She is told call your technician the problem is with your system, which we do, he checks it still no cable and confirms the problem is with Rogers.
I call Rogers and do the same procedure as in the morning, still no cable and Rogers say's the signal is fine. I insist on having a Rogers tech.which I will meet Thursday morning.
All of a sudden today we get a call to cancel the appointment because the problem is fixed since they were working in our area.Cable is operating perfectly.
Why waste all our time and expense of calling our technician when all the time there was an outage. By the way I missed the hockey game.

On 17th March, 2017, I have received my roger bill for usage from february 12 to march 12 and i saw an overuse of around 20gb on my 125 gb of monthly usage. After learning that i am exceeding my limit, i changed my service to unlimited internet. So i was happy that no overcharge is going to happen now. So today, when i received a bill with $223 rather than $90, i got surprised and call the customer service. Apparently, they are charging me for the overuse of February, which i was completely unaware of. I requested them why i was not sent an automated email when i exceeded the limit and they said they do not know why i did not receive it. So, apparently there automated alert system is broken.

Rogers is offering unlimited internet for $120 or less but why i was charged $223, which is more than their unlimited internet charge and they could not give me any answer on that. Also they should turn off the internet if any user is doubling /tripling their bill.
Considering their automated warning system is broken, i think they should refund me the extra charge that happened 1 bill cycle before. I am not even certain they should be allowed to charge me for the internet usage in Februaly in april.
I am completely speechless with the service and scam that rogers is using to overcharge people.

I received an email promotion, addressed to me, from Rogers offering me a $20 monthly discount to switch my current internet service with them to unlimited internet service (Rogers Ignite 150u). I called the number on the marketing promo and after half an hour was trasnferred to another agent as the first one wasn't able to honour the offer (reason not provided). The second agent asked me the same questions as the first one, so I'm not having to repeat myself all over again, and after some time, said he was not able to honour the offer either, . At first he said the promo was only for new customers. I then pointed out the email said the offer was for me to SWITCH to a higher service. Nothing about a new customer. Realizing his lie didn't work, he put my on a lengthy hold and came back with another lie. He then said the reason was because I have a bulk plan on my television service. This is completely irrelevant and unrelated. So, Rogers is false advertising and wasting people's time.