Cogeco
Reviews and Complaints

Cogeco doesn't value customer's time. I had 2 installations appointment with no show up. first one was a Sunday. I stayed home the whole day and no one showed up, neither called. I got rescheduled when I called with so many blah blah that we are going through customer management system upgrade. This time, I stayed home on a Wednesday and NO showed up AGAIN! WHAT the heck is wrong with this company?

Hi there,
 
I am writing you to voice my displeasure with the customer service I received at your Limeridge Mall branch over the last 10 days or so. So basically, I was on a promotion you guys offered me back in November 2017,  and it expired in May 2018. I was told to call in early May and I could get a new promotion. I did so, but because of your lengthy system upgrade, when I called, they couldn't make any changes to my account. Ok, fine, no problem. I then waited a few days like they said, and went into the Limeridge Mall branch. When I was there, we went over the promo they said was the "only one" they could offer me. This included saying they could waive the charges for the TSN / Sportsnet channels, and there would be no monthly charge for the Tivo. But at this point, they STILL could not make any changes to my account, and I was instructed to come back in a few days and everything would be fine. So, I did. This time, I was offered a DIFFERENT package and told it was the "only one" they could offer. THIS time, there was a $7 / month charge for the Tivo, but they would waive the sports charges. But yet again, the system was STILL down and no account changes could be made. This was on Friday, May 11. So then I returned to the store lastnight. Finally, they said account changes could be made. But apparently the price promo I was given just a few days earlier, was not true, and wasn't available. They said they did not tell me this. Here's the thing : It was the SAME lady working both Friday,  and last night ! So at this time, she went over the "only" promo available with me. There was now a $15 / month charge for the Tivo, and they could NOT waive the charges for the Sports channels as they previously had said. This is absolutely ridiculous and is horrible Customer Service ! Last night I had in my hand the pamphlet from my previous visit, with HER writing and hi-lighting on the page. But she said she didn't make that offer to me. So, needless to say I was not impressed, and I left. I willnow be terminating my services w/ Cogeco on Friday, and will be letting others know via Social Media how horrible you guys are to your customers. Shame on you. 
 
 

We have an appointment for install of cable and internet yesterday between 5-8. We have email confirmation. When they didn't come by 8 I called number provided in email, only to wait one hour for someone to answer. When they picked up finally the last indicated that their system shuts down at 830 and therefore they can't check to see what the issue was. She said I have to call back tomorrow (today now). This is not acceptable.. Firstly.. We arranged for this to set up the day before our big move and no one even respected us enough to call us to inform they were not coming. We have 2 young kids that needed o get to bed but we waited around expecting they would come. Secondly.. If cogeco picked up my call in 30 min or less than the system would have still been avail to check what happened and try to resolve this. We are new to cogeco and this first experience certainly does not give us confidence that we will stay long.

In late April 2018, I received my TV and cable costs, from Cogeco, they took away my loyalty discounts for 14 years of being with them. I could not get thru their service, billing or tech dept for over a month, line is always busy. The sent their bill which was 20.00 more per month without my permission.

The TV doesn't get the channels I paid for, the transmission is terrible, TV freezes, and they are charging more. Stay away from this company! They are charging more and service is terrible, you can't even speak to them on the phone. A lousy business, but there is little competition in this area, thanks to the CRTC that does nothing.
I am deducting 20.00 each time their service sucks and not paying the higher rate.

I am filing a complaint with the CRTC, and cutting the cable line, I can get free TV on the internet. The internet will be with another provider.
This is the last time I will deal with Cogeco.

Terrible customer service I've been waiting over 3 weeks to reschedule my setup that they cancel the day with no show never call and now they will not give me a specific date to set my new setupday. they they suggest I should call them back and been calling them back every week twice a week this is my third week going they will not able to reschedule my setupday according to their new system and someone will call me back.
They won't let me talk to a supervisor they're always tell me there is nobody available and they cannot do nothing special for me but to wait there call.

I am so disappointed in your customer service system, after waiting 1 hour to speak to an agent, it took me 2 second to put my face to the phone to talk back to the person that had got me as a person... and they hung up, absolutely terrible customer service, it's fine for me to wait an hour but they can't wait two seconds for me to respond. I will be letting others I know about this terrible customer service I received.

I called to get my tv package changed. I waited 1 hour and 6 minutes and gave up. I spoke to 2 different agents who had a hard time finding me in the system because of the system switch thats going on. I was told somehow my account had been left behind and they were working on it but it would take a bit longer because they are extremely busy and I had to be put on hold to wait again for the next available person. After another 20 min I hung up as I can't be tied up on the phone for hours. I'm disappointed to waste over an hour on the phone and not get anywhere!

I called on Monday because my Mini Tivo boxes were not working (no network), so I couldn't watch TV in my bedroom or in the kitchen. I was able to watch TV only in the room where I have the main TV box. Though I had internet (Cogeco too), the Tivo mini boxes kept indicating they were not able to connect to the home network. However, I had internet. When I called, the customer service rep told me to perform a series of resets to my main box and the router. Didn't work, and to my SURPRISE, the customer service rep told me after that he couldn't help more, as they didn't have systems (some maintenance issues), so I would have to call them back on Thursday (3 days later!) as they estimate it would be by then when they could test what was wrong! Puzzled by that response, I decided to hang up, and try the next day (Tuesday). I did the reset again, didn't worked, and then I called again. Another rep took my call, and asked me to do the same reset I had done already. When I explained the situation, and the result of my previous call, then and to my surprise the rep told me not only that they could do anything else, but also that they could not book a service appointment until the maintenance of the systems where finished, and by the way, that now they were expecting that it would take until the next weekend! What kind of company is this? What is customer service about? Even worse, when I expressed my discontent with this, and that I could not understand why I could not book a service appointment, I received no response. When I told him that this was my second call, the rep ironically responded that I could call as many times as I wanted, but they could not do anything! That was ridiculous! Not only they do not do anything to help but also, they make fun of their customers! I was certainly pissed of! I'm cancelling Cogeco! Horrible customer service, and by the way, slower and slower internet (effectively half of even up to 10mbps speed, for an advertised 60mpbs in peak hours!) I have tested it!

What is the matter with your company ? We had an appointment to add phone service to the internet and cable we already had with you for the 25th of April and someone called a week ago and had to reschedule for today (April 27th) between 8-5pm. I just called customer service (1-888-6- cogeco) and after being on hold for 20 minutes I was told that no one would be coming today after we have waited here all day ! To top it off the man I spoke to (Zak agent #2478) told me I could not speak to a manager as none was available and that no one could tell me when we could re-book an appointment to increase our services (adding the phone) ? No one even bothered to let us know that no one would be showing up today- I had to call you to find that out ! I guess you don't want my money ? Honestly not good customer service at all ! It is now 5:26 PM and I just called back to the customer service number and spoke to "Sandee" Agent #2836 who told me the best she can do is have "someone" call me tomorrow !

Cogeco has been our ISP for years now and our internet service has gotten steadily worse over the past several months. It seems pointless to call and complain since we always get the runaround! Personally I play Microsoft Solitaire daily and my connection to the internet to play this game is always being lost for a few seconds to minutes, but NEVER long enough for the problem to show up if I call to report it!
Also, since you revamped our Tivo service recently, the On Demand service is losing the connection at least once EVERY time we try to watch a show!
Our patience with these never ending problems is wearing very thin!

After i did a fresh installation of Windows on my mother's laptop a week ago she was unable to remember the password for her email and I forgot to set it so 4 days ago she called Cogeco to have her password reset. She was able to access her address book contacts at that time. For reference I am an adult and am just visiting at this time.

Today she told me she could not find her contacts in her address book in Mozilla Thunderbird but was able to before. She checked Cogeco Webmail and found them to be missing so I decided to contact Cogeco customer support. I searched online for the phone number and called them, I was transferred to another person twice. The person i ended up talking to said she never dealt with this issue before but tried to help me and was unable to do so due to not knowing how to deal with the situation. This was not the first time I called Cogeco regarding an issue and was transferred to a person who was expected to deal with an issue he or she knew nothing about and this is not the customer service representative's fault in either case but due to improper training i n the call centre and improper direction of calls. But then things became rediculous.

When she turned out unable to help I asked to be transferred to some body who dealt with this or could give an explanation as to what happened. I eventually was talking to another person and instead of helping with the issue he was claiming that there was an offense and the internet account may have been suspended. Asking him to clarify only led him to repeating that and at one point claiming this is a part of "customer education". At that point I was getting irritated and he then said i should not be getting worked up about the wording. I demanded to speak to a supervisor and he hung up.

He called back later and said somebody in the office posted today about an offense by the account holder and my mother's service and credentials may or may not be suspended and then said the offense was malware possibly getting onto my mother's computer but they are not sure if that is the case and it may refer to something else and service may or may not be suspended but then said not to worry about it and Cogeco will call back in 24 to 48 hours to explain what is going on and hung up.

There was still no explanation as to what happened to my mother's address book contacts or attempt by Cogeco to retrieve them. And now my mother will find sleeping at night more difficult tonight.

What I would like to see as a resolution for this complaint is for customer service to direct calls properly and seriously, the way the customer service representatives handled this call both unnerved me and angered me, I would not like Cogeco to continue treating customers in this manner. Customers use Cogeco's services by choice and most of them have other options, they will not stay customers if they feel mistreated.

I signed up with Cogeco. An installer came with his two weapons an electric stapler and electric drill.

I explained in detail what I wanted. The minute I turned my head he stapled the cable across my beautiful new oak hardwood floor and shot staples everywhere. They sent someone to remove and reinstall and this time he concealed the TV cable.

A year later I called to have one of the outlets moved to our bedroom. Pmce again the installer became rude, insulting and totally uncooperative. He made stupid installation suggestions i.e. move the TV which I had installed to his choice of over the bed headboard. Then suggested the other two walls one of which was floor to ceiling beautiful mahogany shelves to thereby cover my shelves with the TV.

He insisted on stapling the ugly black wires on my lovely white wall and ceiling which would be a fast, easy, quick on an out installation which would have ruined my walls. I showed him how to easily conceal the cables with almost no difficulty and he said he could not do that. I asked about getting one of his competitors to do it and he said yes you better call them and he walked out the door in a huff leaving the door open in su zero weather whereas I had just got out of hospital with double pneumonia.

Cogeco installers insist on destroying a home interior with such sloppy work so beware before you sign up of how they use their tools as weapons to lower the value of your property with sloppy installations.

It took less than an hour for my daughter to move the TV jack with fully concealed cable.

I regret ever contacting Cogeco. I wrote a letter to the Executive office and they added insult to injury by not even responding by letter or by phone.

The installer came to the door with a big chip on his shoulder and ready to be rude and insulting because he remembered having to re-do the sloppy installation. in the initial call and seemed like he wanted to get even wth me for not accepting the sloppy and damage to my home.

The Corporate office condoned this type of service by not responding to my complaint. Hopefully their investors. will rad this and make changes to their horrible treatment and mistreatment of customers.

My brother was with Cogeco, Hamilton for 25 years. (the bundle) Recently he moved and called Cogeco to have his service moved to his new location. However somehow during that move his modem got lost. He can't find it. Cogeco told him in no uncertain terms, that they would be billing him $170.00 for a new modem. That modem that got lost was 25 years old in the first place. You would think that after 25 years of loyalty, and the promise of continued service that they would simply provide him with an updated modem and write the 25 year old modem off. They are certainly NOT a service I would ever subscribe to. We are looking for another service provider now.

I don't mind verifying my information so agent know I'm who I say I am

the agent transfer me to another department

the agent asked how can he help me ****I ASKED MY QUESTION**
he asked me to verify my information
i said the woman did not warm transfer me I should have been warmed transfer
DID NOT WARM TRANSFER ME - so I had to go through verifying my information ALL OVER AGAIN,
Then again asked me AGAIN
the agent asked how can he help me
I told him I already answered that question
he mention to me he had to verify my information,
I told him I ALREADY DID
***Then again asked me AGAIN
the agent asked how can he help me
I SAID DO YOU NOT REMEMBER MY QUESTION WHEN YOU FIRST ASKED THAT QUESTION

HE SAID REPEAT QUESTION

IF AGENT CANT REMEMBER A SIMPLE QUESTION
1. HE SHOULD HAVE PAPER & PEN TO WRITE DOWN QUESTIONS
2. HE SHOULD BE TRAINED TO ****LISTEN?

VERY FRUSTRATIING AGENT CANT REMEMBER A SIMPLE QUESTION!

We recently reported an outage to our internet, we were promised there would be a service technician the next day and we had to be home from 8-4, after 4pm the next day no service rep had come we called only to be told someone had moved the appointment to the following day -No notice to us who were waiting ALL day, then they came the following day which was a Friday - of course they came Friday afternoon only to tell us that it was not in the house but 150 feet down the road and it would take 2 guys to fix it - they would come back next Tuesday but since they did not need to come into the house no one needed to be sitting at home all day. Tuesday arrives and we come home to find a cable on the ground leading up to our house - not attached. No Note or phone call to explain, we again call only to find out the technicians decided it was too windy for them to install the cable and they would come back another time - No one could tell us when that might be. At this time we've been without internet for 8 days going on 9. Wednesday comes and we get smart enough to call first thing in the morning to see if someone is coming - ther service rep says NO according to her computer the issue had been resolved! After clarifying that NO the problem was NOT resolved they said they would send someone out. Finally it got fixed. We've been told we will get a credit for 8 days we did not have internet but it may not happen for the next bill or the bill after that...can anything they tell you be trusted! (no credit for the overages in our mobile data usage during the outage)

Do not sign up with cogeco, they are a scamming company who do not care about the customers and rips off customers.
I can say with confidence that I am never going back to cogeco, every representative I talk to gives me a different explanation or excuse and that does not give a customer a very good idea of the company. I had gotten a loyalty discount due to cogeco's fault on my account and i've gotten the reps name and employee number. But the invoice didn't not reflect those changes so I called back and they said something completely different, and that's those changes cannot be made and that it's impossible. I argued with them on the phone for an hour and waited 2 hours to get transferred to another stupid rep. Who am I supposed to believe when every rep you talk to gives you a different answer? This is [censor]ing ridiculous and a truly [censor]ed up company that doesn't not train their employees well enough. Unbelievable.

Cogeco used to bill me (withdraw money from my bank account) on the average about every 30.4 days, which is the average number of days in a month, which makes sense. However, for the last 8 months, they have billed me about every 28.5 days. So, they are billing me, each time, for a full-month's worth of service but I am not getting a full month's worth.

I do not understand why they have changed things?

I have been a loyal Cogeco customer for many years. I currently have what I thought was a bundled service of internet and phone. As our phone is a beacon for unsolicited calls from Air Duct Cleaning, I decided to cancel the phone line. When I checked the online packages, I discovered that my phone and internet are not bundled and I have been paying over $30 a month extra.
I have talked to two customer service reps this morning to cancel my phone line. I waited 20 minutes to get the first rep and she had to transfer me. This took another 20 minutes to get to the second rep who put me on hold "for a sec" over 20 minutes ago. Extremely poor customer service.

I have had Cogeco for a whole 5 days and I must say I should have did my home work and researched their service complaints there are many. My internet and phone are constantly going down all the time 5 times just in this afternoon soon as it goes out I pick up the phone but alas the phone isn't working so I wait sometimes up to 20 mins and call. Well I have talked to their tech, billing and a tech supervisor and all respond the same way quote " we are sorry to hear about you intermittent service but we can't get a tech out there till wed Oct 4th between 8-12 So I responded with I have to put up with this for another 6 days. The reluctantly said nothing we can do about it till then and one tech ran some tests from where ever he might be and said I was suffering from signal loss. I told them that my wife had to call friends to knock on my door and tell me that she was trying to call me but couldn't get through. That was because the phone and internet was down.
All I heard was how cogeco was loyal to their customers and had loyalty customer discounts and this and that as I was deciding whether to switch service providers. I must say I was impressed but they hooked me in. I always thought there was a law stating that you had to be provided with a working phone in case of emergency ? I guess I was wrong about alot of things. People should do their home work before switching to cogeco ! or
they will suffer with disappointment be warned.

I have been a cogeco customer for years but only because my choices are so extremely limited in the town I live in. I used to have a bundle package that included tv and internet. When I needed to change it because it was so expensive, I cancelled the tv portion. After all they have us by the b**ls...who can be without internet these days! Because I unbundled I only save a few dollars a month instead of the difference between their posted online rates. ugh Now my service is so poor, internet is not in the least bit reliable. After riding that out for some time, I went on their website to find out that I am paying almost $25.00 a month more than the posted rate for the exact same service! BTW, yes it's unbundled rate and not new customer, so apples to apples. Of course a loyal customer doesn't get anything except JACKED! I would love to cancel, but unfortunately only Bell and wave direct are available where I live and neither of those are any better from what I'm not. HOW DO THEY GET AWAY with this crap? Why aren't they governed so they can't put the screws to us? If you can provide the service for a lesser amount then that's what we should ALL pay. Shame on you! If you fixed your rates imagine the loyalty you would get. How short sighted you are