Cogeco
Reviews and Complaints

My parents who are in the 80's Peter and Carla VanWensem, 333 Hedonics Road Apt. 203 Peterborough Ontario K9J7R6 moved on July 13 to the above apartment, and had Cogeco scheduled for July 13 between 2 and 5 and Cogeco did not show. They called after 5 only to be told no one could come to do the hook up until July 31. This is unacceptable, they have no phone and no TV. They should have been rescheduled for the next day. My name is Karen, I am there daughter . Please help, I hate to think what would happen if they were sick and cant get help. I can be reached at [protected]. This needs immediate attention..

Thank you in advance

July 13/2018
I hooked up internet to my new apartment in March as a first time customer. I did not have any technological issues and enjoyed my internet service very much! In early May I had to emergency move out of my apt after realising it had cockroaches. I moved in with a friend who did not ha e internet so I called and asked for my services to be transferred. The appt was set up for a week and a half later on a Friday from 8am to 5pm. After waiting the week and a half I stayed home all day the entire Friday from 8am to 5 pm and nobody showed up to hook it up! I called and they said they could set up another appt for the following friday 11am to 2pm. Not happy about having to wait another week I agreed and waited. The following Friday I waited home and nobody showed up again! Called back and waited the extremely long call wait times again foe them to tell me all they could do was set up ANOTHER appt for a week and a half later! I then decided to cancel instead of transfer. I I I Called to cancel, and waited another hour for them to say they're system was down and to call again later. I have tried calling a few times after but haven't had the time to wait the full time to speak to someone as I work full time and have a baby. Today, right now I have currently been on the waiting line for 3 HOURS! HORRIBLE HORRIBLE SERVICE! I just want to cancel as I have had a Terrible experience.I will definitely not be recommending cogeco to anyone. I hope things change.

I would like to know why there isn'the enough employees to service customers in a more timely process. Customer service stinks with wait times lasting well over an hour to get serviced, or to rectidy billing discrepancies. I have a landlines and Internet service at my business, a hair shop, for business phone and Internet WiFi for my customers, costing $98.45 monthly I have the same service at my residence, for the sum of $132.14 monthly. Why the price difference? This is ridiculous. Services should be improved, as well as fair pricing policies. I will placing a complaint with the BBB as well as writing a letter to the editor of the Windsor Star. I will research other mediums I can find in the search engines online. Customers should be privy to better call servicing and fair pricing. Cogeco should be employing more representativeso to make services more timely, without ridiculouslying long phone waits. By Jove, your company can surely afford it, how much are you paying for the satelite signal, probably for free, while you get away with over charging customers. Less employees, more cash flow for your greedy coffers. Please don't send a band aid solution, send a real customer resolution. Very unhappy with the non service this company current provides it's customer base.

Cogeco regularly overestimates internet data usage so it can charge overage at the end. My account showed 8GB of usage for one day whick I didn't absolutely use and knew was false. My router shows total usage. When I called to address the issue, I was told by two very rude and belligerent agents that their metering was fool proof, that they wouldn't change anything, that either I used it or somebody was stealing my WiFi, a bunch of stupid patronizing excuses. When I refused to accept their ridiculous explanations and accusations, the rep simply hanged up on me. A word of caution: check your usage regularly even though my experience suggests even if you catch them overcharging you, they will probably do nothing to remedy the situation! But if so many people complain, it would probably encourage them to modify their practices.

Hi,

Good Morning.

My Cogeco a/c no: [protected]

I have made a request to change of address on Cogeco internet service from my previous address (880 Colborne Road) to new address 41 Niagara Crescent Sarnia) and got an appointment on last 29th June, 5 PM to 8 PM. On that day at 11 AM technician called me about my appointment and I confirmed his time 5 PM to 8 PM. I was in the Move out and move in work and looking a call from the technician. I was 10 minutes drive from the new address. Technician arrived the address at 5.13 PM and put a notice that he reached and the party (me) not available, asking me to get another appointment. My question is, for the technician, time is value than the client time? I was talking with the customer service by seen the notice from the door, your representative says, you (I) must be present from 5 PM to 8 PM until the technician arrives. He (technician) will not make a call on his arrival. Making a call by technician will not affect his time and $$$. Instead, I lost my internet connection because you guys supporting the technician side and encourage them to don't call them, the customer has to spent time from 5 pm to 8 pm at his location to get connection. Whenever I call the customer service, to get answered the call takes around 30 minutes. My hours also counted and payable. Please note that, I would like to cancel my internet service effective by this end of this month and send me a billing to my new address 41 Niagara crescent, I will pay my owes and let me know how to return the equipment too?

Thank you for your invaluable service.

Muruganandam Sundararajan

I don't know how cogeco can get away with running tv add saying they have good customer service. I had a replacement hd pvr receiver delivered on june 6 2018. I call that night to get it authorized and was told 3-5 days. Since then I have spent more than 8 hours on the phone with them (on hold /talking to them). Two weeks ago I asked to be escalated to the office of the president (web site "you will be contacted usually within 24 hours"). I still have not got any response from anyone. I even called a couple of times since that and was told it was escalated and not to call back as someone will call me. What a joke this is.

I have called Cogeco 7 times in the past 3 weeks and have been on hold for 90 minutes each time regarding no cable service on my tv. All they can say is that it could take months for this to be resolved. Every time I call, a different story is given to me. First I needed a box digital box. Then when that arrived, there was a problem connecting it. Someone was going to contact us. Then there was something"frozen" and the IT department was going to contact us. no one has ever contacted us. We're left waiting with no cable service.

My new payment date May 23RD..Old date May 16th...Money taken from my acct on may 16th..I did not transfer funds because didn't need to. Wrong..$35. charge from Cogeco..$45. charge from bank. Cogeco did credit my acct .$35. but not the banks $45. Take it up with the bank.. What? Your mistake, not the banks. Not getting money from bank. not banks mistake. Sorry that's the best we can do. Not right. Your mistake, OWN it.. [protected] or new acct number the bank is telling me is not valid [protected]..

I have been with cogeco for over two years and in November of 2017 I cancelled my cogeco services at my current address because i was moving to a different apartment in January. I had the technician come and set up my new services and all of my new information was provided to cogeco, i started receiving my bills and made all my monthly payments then in March i received a bill stating i had a zero balance owing and not to pay my bill. I found this odd so i went to the limeridge mall location to which they told me i had a credit on my account so i did not have a bill owing. Come April until now i keep receiving bills saying i have a previous balance owing from March! when i have called cogeco they have told me they are doing system updates and this is a mistake, yet when i called today billing told me they were sending me bills from my previous account thats why i had a bill saying i owed zero dollars but they are telling me i have to pay for my services at my new address for march. I dont see how this is my problem when for 3 months ive been provided with the wrong information and cogeco expects me to pay for their mistakes!
They have the most horrible customer service and the wait times are pathetic to speak to a agent, over 45 minutes!? Maybe if they did not treat their customers horribly and provide them with the wrong information your wait times would be more reasonable.

I have been waiting for my digital cable tv service to be restored since April 30th. At least 6 escalations have been written up and I have yet to hear from a supervisor (which is suppose to happen in a few days). As of today June 26th I still do not even have complete basic service and many of the extra services that I pay for are not operational. No supervisor has contacted me and there is no way to speak to anyone who is in charge to rectify the situation. It would be nice if someone in charge would at least contact customers and show some semblance of caring about the customer and the product that they are representing. At this point customer service is sorely lacking! I along with the few hundred customers who have contacted the Hamilton Spectator have been treated extremely poorly.

We got a new modem last week, tried to get the wi fi going, we spent literally hours and hours on hold with horrid staticky music playing in our ear, and were always told the same b.S. The main switch is stuck. What does this mean?
I want my wi fi that's all I want. You better fix this or I am going to shawn o'shea from global news with this problem. Enough is enough. The problem is that no other provider offers internet in this area. And cogeco does not give a s*t about it's customers.

In April I was advised to call regarding an extension of our loyalty discount.

I have called at least 30 times only to be told that you are experiencing difficulties implementing a new system and the wait times are very long.

On 3 or 4 occasions after waiting for a long time I have talked with someone who has put me through to a loyalty representative. Then I am told that the wait is a minimum of 30 minutes. You do not provide a the opportunity for a customer to leave a call back number.

A month ago I called your office in Montreal and left a message. No response.

I must say this is terrible service.

We have been a customer for more than 30 years but that loyalty is wearing rather thin.

Our account no. is [protected]

Cogeco has such a terrible customer services. It is a mistake after mistake, I don't know what is their problem, if their employees are not well trained or their system is failing, because it is unbelievable what is happening.

We moved from Hamilton (which was fine there) to Georgetown and here is when all this nightmare started.
Some things that have happened: technician not showing up, double charging the monthly bill, incredible having two accounts (one in Hamilton and one in Georgetown), installing internet without wifi because they said their system said so, having internet (wired btw) for only 3 days then they installed a new router and no internet at all for a week, calling customer services and not been helpful at all.

We had to go get services from a new ISP and everything is working well now. But we are having issues canceling cogeco now because they leave us on hold for 1 - 2 hours and then the call gets disconnected and we still have to sort out the bills they are overcharging us. We have wasted our time so far to fix this because they drop the call and never call us back.

where can complain so I don't get billed more from cogeco, for a services we are not using anymore? Because complaining to them directly has been a nightmare.

My complaint is with cogeco - I have been waiting on a line that was supposed to be reattached across the street for over a month and a half, since april 15th, the first wind storm. Cogeco keeps sending a person out whom states every time_ why I cant fix this, you need a road crew. Four times now this has happened even after it has been clearly stated each time that they need a road crew. Compliants board, is there anything I can do to help them get it together? My phone is internet based and I don't even have a phone due to this... Isn't it my right as a canadian to have a telephone? What if I have to call 911 and cant?

To Whom it May Concern:

I recently moved into a new apartment and previously heard good things about Cogeco internet and cable services, so I thought I would give the company a try… that was a huge mistake. In fact, I had planned on writing a long, elaborate letter about the absolutely horrendous customer service (or lack of) that I received in my mere 1 month with Cogeco services. Instead of wasting even more of my time, I am just going to objectively list all of the things that have happened to me in, let me repeat myself, 1 month.

1. Had to set up my own internet if I wanted it faster (fine), then had to call to connect it where the agent had no idea that I was offered a combined TV + internet package - he had no record of it. Then continued to try to sell me something more expensive.
2. Cogeco cancelled their appointment to set up my TV cable 1 hour before.
3. Waited for 3 hours for a tech to show up to the rescheduled TV cable setup appointment and they never came. I never received any sort of follow-up until my first bill came in the mail 1 month later (Monday, May 28, 2018 - see below). I would be glad to provide the written email appointment confirmation.
4. Received a bill in the mail, which should cover both internet and cable (though the cable has yet to be set up) that I am expected to pay in 5 days (date received: May 28/18; date due: June 2/18).
5. When I called back on Monday, May 28, 2018 regarding the no show to my appointment and the bill I received, AGAIN there was no record of any TV being included in the plan.
6. This last call to your business occurred with a "customer service" agent named Catherine from the Billing Department on Monday, May 28th, 2018 between 12 and 1 pm. She refused to listen to any of my issues until I provided my "PIN number" due to protocol… I was glad to see someone finally following protocol (I guess simply not showing up to a scheduled appointment, and then not following up the customer, would be following protocol as well?). When I upsettingly voiced my concerns to Catherine, she threatened to drop my call. I requested to speak with a manager and she said there was no manager available for me to talk to.
7. Many "service" numbers on the Cogeco website are out of service.
8. Tried to cancel my services and waited 2 hours to speak with a representative... I never got through.

I am astounded that this business was awarded the "Highest Customer Satisfaction Award" in the past. Obviously that trend has gone downhill significantly. With that being said, I will be sure to relay my negative experiences to my family members who had originally recommended Cogeco services, to limit any further people being taken advantage of.

COGECO. Cable internet and phone service.
I had a contract it ended. I phoned for another offer Cogeco said they would keep same amount of I would do a contract for a year. I happily accepted. Expecting to pay same amount as previously re terms of contract had a balance of over $55.00 owing called was on hold for over 25 mins then talked to someone and then call was over 50 mins then transferred and call has now been over 1hour 20 mins and still waiting as I type this. Who knows where it will go from here. The contract they offered was suppose to be same amount as my previous contract if I agreed to a 1 year contract instead of 6 months. Now I get this balance of over 55.00 when I already paid my usual bill. I should have never agreed to another contract with this comoany. And if it doesn't turn out well I will be cancelling my Cogeco and I have been a customer for years. And I have had to call about issues before but this is just not right at all. Waiting to speak to someone is always terrible. Still on the phone and it's 1 hour 36 mins and counting. Very frustrated transferred again to cancel service. They say because billing date has changed I owe balance of 55.00 and change. All I know is on first week of May I paid my normal amount and now same month I owe another 55.00 because of billing well for me that is two payments in 1 month. Over 133.00 instead of my normal 77.86. and then I will get my next bill for normal amount but still because of billing date change it ends up being 77.86 + 55.00. that's how they can get extra money in 1 month from you. And they did this last year two they say change billing date and in 1 month you end up paying alot more because 2 payments come out of your bank account one first week of month then another 20th of month. Still waiting to cancel now 1 hour 54 mins prob will be here for awhile yet. WORSE COMPANY EVER.

Called regarding a billing error, sat on hold 2+ hours, billing issue "resolved". Next bill arrives, billing error not "resolved". Call back, no record of previous call, 2.5hrs total call time more people than I care to count, "resolved" again. 10 minute restart to activate additional data usage as part of billing error correction. 26 hours later, 3 calls averaging 1.5 hours each, no update available, it's in "pending activation status" according to tech support: call back tomorrow. Support line gives a busy signal for 4 hours straight? I didn't know busy signals still existed on a phone... Where am i? 1980?

We are completely fed up with the terrible speed and internet connection provided by Cogeco! There are days when the internet connection is being lost several times per hour or ever minute. And of course they cannot come to check the same week, let alone day. We went to them because we also became fed up with Bell, but are contemplating moving to another ISP if there is one around here.

I requested confirmation of a one year promotional pricing before I had my services suspended for my three month vacation period. On my return they had increased my services by 33%. A dramatic increase in price and a complete cancellation of my promotion price without warning, with no explanation, they sent me a bill although I had taken back all equipment and had limited services for the preceding month. After thirty phone calls in one month I finally left Cogeco for the bad service, I could not live on the phone to have things corrected. How can Cogeco bill for limited service when their customer service is not available to correct their service problems?

I activated my service with Cogeco on March 22nd, 2018 and ended up with TiVo which is MUCH MORE then I needed. I loss all channel selections on March 26th, 2018. When trying to view a channel I get "...you do not subscribe to this channel...V58".

Called daily to find when I will be able to view stations and get a different answer each time. I have waited one(1) hour on the phone only to be told this is a technical problem. Called technical support for help when after 1 1/2 hours my call was dropped. I hate to count how much of my time I wasted to get somee answer.

As of May 24th, 2018, this issue has not been resolved. Was advised that they escalated my problem, therefore technical support has no knowledge of what is being done.

I am left in limbo not knowing where to go from here.

Is there not something was can do as a group?