Cogeco
Reviews and Complaints

I just rec'd my monthly bill and it went from $129.00 a month to 204.00 a month. I phoned customer service and told them that as 2 senior citizens on a very fixed income that I could not afford to pay that monthly..they forwarded me unto loyalty program and I talked to Ida, after waiting 50 minutes. She told me that my monthly rate will now be $260.00 and the 204.00 was pro-rated for the last mont. I could lower it if I didn't have the movie channel and no long distance plan.. I have been with you for a very long time and never have renaged on paying my monthly bill..many times of not having services because of technical problems and feel that as a loyal customer you have not met my needs and will terminate our subscription. I have recommended family and friends to you and will no longer do so.
Thank you,
Louise Perras,
Terry Olmstead
account #[protected]

I am so disgusted at their service. I have called numerous times about being able to get all the channels I pay for. They reset box overtime I call but it always ends up malfunctioning again. They have sent me new box but still ongoing issues! I pay a big fee for cable, phone and rented boxes. I have never had such bad service with any company's as I have with these guys. I know no on will even care about this but I am trying.

[removed]
Hello,

It's impossible to find a corporate contact to send this to so I'm sending it through here because I am thoroughly disgusted and need resolution to this. I have been a Cogeco customer for many years and can not believe what has happened recently. I have been billed an extreme amount of data overage, over $1000 was billed to me, and was nearly impossible to reach a manager that could do something about it.

The inconsistencies in customer service is disgusting. I've received service ranging from terrible to excellent with the multiple agents I've spoken to, but the length of time and effort it took to reach someone that could actually help, is unbelievable and I'm still fighting for what's right, because I refuse to accept what was offered to me as a resolution.

Cogeco failed to provide notice to me when I went over my data limit, and then charged me insane prices. I tried to work with them as soon as I received my bill showing the overages, and I get no help at all. I'm told that nothing can be done at all. I wait to upgrade to the unlimited data package until I speak with a supervisor...not thinking it would take weeks before I could actually speak to one. Having a supervisor call customers back is next to impossible! They make it so hard to work with customers. I work 10 hour days, make minimum wage and never miss work because I can't afford it. I'm needing the issue resolved ASAP but because it's a call back request to speak with a supervisor, it took weeks to get one. And guess what, my data usage is sky rocketing during that time.

How is it that sometimes it's a callback for a supervisor, and sometimes one is available? They actually have agents put customers on hold, and speak with a supervisor who then decides if they will take the call or not. What kind of service is this? How does this make a customer feel valued? They are purposely avoiding calls. This is terrible business practice and can not believe a company like Cogeco would do this.

I am a very patient and understanding person, at first I worked with them, asking for a supervisor to call me back on either Tuesdays or weekends because that's when I'm available. But I end up receiving a call while I'm at work, with a supervisor stating they've tried to reach me and to call back the regular customer service line if I still need assistance. No callback number to reach them directly. How is this good customer service? I went through this 3 times...3 times! each time took a week because I have to wait til my next day off to call back.

So after 3 weeks passed, I demand a supervisor right away because at this point, I've missed 3 calls. I get one right away. That's when I realized it's their choice to take it or not. The agent explained this by stating it depends on the reason for the call...wow. So I express my concerns, that I'm willing to pay for some of the overages, but that it's unbelievably excessive and can't afford it. They refuse to provide any credit. I then request their manager. I very kind and helpful woman finally comes to my aid and applies 70% credit towards my usage. This unfortunately was the best she could do, and I can't blame her for that. She at least did something where others did nothing at all. But it still leaves me with almost $400 in overage fees that that is still 4 times the amount of an unlimited plan.

This is completely unacceptable. I work my butt off to make ends meet and for a company to gauge their customers like this is...when they can give someone unlimited for under $100 but then charge hundreds when they have a lower package. And yes, I understand that this is to avoid customers taking advantage of a company, paying for a lower level internet package and then use as much data as they want and pay less for it. But I am not one of those customers, I had no problem upgrading to unlimited, I don't believe in taking advantage of a company which is why it angers me so much that they did it to me.

And the kicker to all of this, is that this wouldn't have been a problem if it happened before December. I'm told that's when the policy changed because before, if I had upgraded to unlimited, I would have had the full amount credited. The ENTIRE amount. But since the policy changed, I had to spend hours of my time, calling countless times, to get 70% credited.

I am looking for these charges to be removed. I could have switched to another provider and paid less for service but I'm loyal and believe in staying with a company if they are good to you. I even accepted a 6 month contract with them after all that happened because they have been for many years. But after the 6 months, I may just have to go to another provider if it means saving money per month because staying with Cogeco is not worth the stress of struggling to pay this bill. I would hate for this to push me away.

I would be willing to pay for part of the overage fees, but $400 is still far too much. If Cogeco had taken care of the issue in an efficient and customer service friendly manner, I would have been a happy customer. I feel that there needs to be compensation for everything I've been through. I'm exhausted, I'm torn but I will not stop until this is fixed. Please help

[removed]

I run a small business using Cogeco as our ISP for phone, email and Internet. Yesterday their phone service was out for over 12 hours! The entire business day was lost. A few weeks ago we could receive email but not send and this went on for about a day too.
Any calls to them only get you to a recording that blames the problem on a server upgrade. The problem is not the server upgrade - it is the clowns that are doing the server upgrade. When you think of Cogeco think of a circus tent - not an ISP.

Cogeco has just sent out a new monthly bill and have added a extra bill?
Currently I pay month to month bill but I have just received a bill in between two bills for an extra $24 amount?
I pay $68 dollars a month In between April and May 2017 they sent me a $24 bill. When i called cogeco they said they have shifted their billing cycle and a extra $24 was added but at the end of the year i will have paid an extra $24 so they are charging me for two weeks service i am not getting because of their new bill cycle.
Even the call centre rep said allot of people have been calling in and complaining.?
And if i don't pay they said they will send me a $93 past over due.
This makes no sense they are ripping people off I hope someone looks into this. So customers have to pay an extra $24 because of bill cycle shift but we don't get that two week extra time? I hope this makes sense but this needs to stop if you use cogeco internet please check your bills for April/May as something is not right.

Cogeco Communications are changing the billing cycle of thousands of customers and are over billing all those people by up to 3 days of service for TV, Internet, Extras and rentals.

My cycle (along with thousands of others I believe) was 29th of one month to 28th of the next month (considered a monthly payment). This could be for 28 days (once/year), 30 days (4 mths/yr) or 31 days (7 mths/yr). My new (effective Dec 29th, 2016) "monthly" charge for Digital Select 1 TV package is $66.99.

My bills were:- (for this one item – but all are similarly overcharged)

Dec 29 Jan 28 Digital Select 1 $66.99 31 days
Jan 29 Feb 28 Digital Select 1 $66.99 31 days
Mar 1 Mar 28 Digital Select 1 $66.99 28 days

and now they want to charge me

Mar 29 Apr 2 Digital Select 1 $10.80 5 days

Cogeco have chosen to use a default month of 31 days to establish a daily rate of $2.16 ($66.99 / 31). If you multiply 5 days by the daily rate you get $10.80 ($2.16 x 5) which is the amount they want to charge me for the extra days service they say is involved.

The issue is that for the previous 28 days Mar 1-28, I have been charged the 31 day rate of $66.99, which effectively would take me to the end of March (based on their daily fee calculation), 3 extra days. The change of billing cycle to start on the 3rd April therefore only means that 2 days extra should have been charged. So myself and thousands of other customers are being over billed 3 days on all of our services!

Cogeco have deliberately chosen this changeover date to take advantage of the 28 day billing month caused by February and are attempting to justify the 5 day extra charge.

Given their own daily fee logic, had they chosen April 28th as the changeover date, May 3rd would be the start date and there would only be 4 days extra to be charged - $4 x $2.16 or $8.64.

Even worse, if they had decided to change on Feb 28th, and make March 3rd the new period starting day then there would only be two days extra to be charged!

I have no doubt in my mind that the highly paid accountants (CPAs and CAs) employed by Cogeco knew about this deliberate deception and although I don’t know if it is actually illegal, (I have not consulted legal advice as yet, but I suspect that there may be grounds for a class action suit), I do know that a reputable, customer focused company would not have been so deliberately devious!

They have now included the extra on two invoices further compounding the issue.

After I received the first interim bill – 5 days extra and due on April 3rd, I received the next monthly bill a few days later and much to my annoyance, they have included the interim bill amount in the total for next month also! In my case the interim was $23.94 and my normal (and next month starting on the 3rd) amount is $148.53. But the invoice is for $172.47.

There is no indication on the latest bill that if you have paid the "extra" one do not pay the full amount of the latest bill!

So there may be many, many customers on direct billing who will be charged twice for the extra days as well as being overcharged for those extras days any way!

What about the elderly and financially challenged who I’m sure will be totally confused by the whole episode and will probably pay both bills not even thinking about it!

I did contact Cogeco Customer Service twice to no avail. Both representatives said I was wrong and a 5 day charge was correct and refused to forward my call to a supervisor or manager! Someone did call back and leave a message, but they left the same general contact number that meant I would have to go through the normal Customer Service rep, and would not be sure I was speaking to a real manager!

The CCTS and CRTC have both indicated they can do nothing about this and suggest contacting the company – what bull*. What’s the purpose of governing bodies with no financial teeth!

I would ask every Cogeco customer complaint to the company and definitely watch your automatic payments.

I have been a long time customer of Cogeco and always had excellent service until part way through 2015 and since then not only has the tv signal been horrible at times with repeat replacements of cable boxes that don't help the issues, but your internet (and I pay for top speed) has had repeat issues with connection. Now I find out you have been overloading your connection node to my area and I am expected to wait another 2 months for resolve. On top of it found out there are rotted out connectors in the outside box and wiring that needs replacement outside as my neighbours has line quality of below 50%. Your tech support has said too bad so sad, we aren't going to do anything about it. History shows I never called for tech support prior to 2015 and since then it's been hell, with calls every few months.I've learned to do without full tv enjoyment. Sending a tech to my home though I pay a high price for your inadequate internet service which is supposed to include tech visits for issues are denied. so when I appeal to your management they start throwing policy in my face because internet and tv are frequently used in my home. I pay a high price for your companies inadequate service and pay for that right to use your services. Your customer service has also hit bottom with rude knowledgeable reps from every department. I know that in the next year or 2 they are going to be passing clearance for more companies to enter our city and force you to share your territory and I cannot move fast enough to a company who actually values and wants their customers.

Cogeco...

To whom it may concern,

It's with complete astonishment and disbelieve, that I am even having to reach this point of frustration. I have never in my life dealt with a group of customer service agents, nor a management team that has been so unhelpful, down right ignorant and rude; of course that is when they actually take the time to even attempt to assist you in achieving any kind of resolution; however to do so they would be required to acknowledge your existence.

I have reach a point of frustration that no customer should ever have to find themselves in... This will be my last attempt to resolve the details of my cogeco services; any further discrepancies/suspensions or disrupted services experienced, will be fallowed by the cancellation of my services and a reach out to publication. With that said I am trusting that this complaint be forwarded to the appropriate recipients.

I first contacted Cogeco as a service provider on February 19th, 2016, (online) I received a very prompted, call from a sales representative by the name of zack( if my memory serves me right). With complete ease I had made my decision as to what service I wanted to move forward with and to my surprise, the service was scheduled for install the fallowing day! left With a fantastic first impression I felt confident of
my choice in obtaining Cogeco as my service provider.

On February 20th, 2016 I eagerly awaited the installation technician; upon arrival the against was very pleasant, I inquired about the equipment that was being activated as it didn't appear as I would have expected an advanced modem to appear he assured me he would verify with my service order that it was the correct modem. Very quickly I was up and running.

Over the course of the next few nests I found that my service seemed to be lagging when all my devices were in a connected state, I figured I would await my first pill and would make amendments based of my account usage. On April 12th I arrived home to find my internet services in a non-functioning state, I contacted technical support to resolve the matter. I was then informed that my account had been moved into a suspended state! Surprised as for whatever reason I believed April 19th was said to be my first billing date, I assumed there must be some kinda misunderstanding. Once I was put in contact with billing I was informed that in fact my billing date had been April 1st and had been returned "insufficient founds". Payment arrangements were noted to the account and reconnection was issued . While discussing my experience with my Cogeco services thus far, we were able to establish that indeed the equipment that had been installed did not match that of my requested modem. The agent scheduled a equipment swap for April 13th and I was assured this would be done at no cost of my own, as it was not of my doings. A credit for the "NSF" fee, a credit for the incurred rental costs of the incorrect equipment as well as a discount for the modem rental cost I believe for 3months he stated was to be applied to the account. Unfortunately myself and the install technician missed each other; my building is without a buzzer system. The appointment was rescheduled for April 14th, the equipment swap was a success and I registered " my account " as to be able to see the details of my services. The fallowing day as I logged into " my account" I observed a drastic jump in my bandwidth usage I immediately contacted customer service to investigate the spiked usage(225Gb in a 4hr block of time). The agent assisted me in ensuring my network security was established, he also discussed some promotions Cogeco had been offering. I decided on making an addition to my services, I added Tivo on a "perfect mix" package till I became acquainted with the service; install was schedule for April 19. I was informed that he was going to be noting to my account to credit the overage and that he was going to wave the install fee as a gesture of appreciation. Once the TiVo was up and running, the technician(Richard) was a great asset in giving me a crash course on the operations of the TiVo.

Around this time ï was contacted in regards to the status of my payment as it had yet to be received, when I contacted my bank it was discovered that a mistake had been made while inputting the account information and that the founds were being returned to my account and I would have to correct the account details and resubmit my payment.

On Monday April 25th I received the the returned funds in my bank account, I then contacted Cogeco billing department to inquire as to the best means for making a prompt payment, at this time I was informed that if my payment wasn't received by Thursday April 28th, that my per authorized payment details would be voided and new banking details would be required, this suited me just fine as I had recently opened a new account and was going to be closing the account on file regardless... However what posed to be a problem in my opinion was that I had yet to receive an updated invoice that was reflective of the actual account balance after the multitude of amendments to my service agreement as well as credits to be applied. The $191.87 that once was my balance would no longer be reflective of my current account balance, yet the agent was insistent of $191.87 to be my payment regardless of changes.. I purposely waited I till April 29th to make payment as she was adamant about current banking information be voided which I wanted and also I waited in hopes I would be in receipt of an updated account balance and could make payment accordingly. I did not receive an update as to my account balance so I personally did a rough estimate of my expected amount due and made a payment via prepaid visa of $80.40.

I was finally in receipt of a " said to be updated" bill on the evening of Friday May 6th, of $278.84! Nothing about that amount reflected the actual standings of my account balance... So concerned and rather annoyed by this point, I planned to contact Cogeco billing department on the Monday to fallow up whit this discrepancy, to my surprise on Monday May 9th before I even get a chance to be in contact to discuss the freshly posted "incorrect" bill, my services had pbeen suspended yet again! So after being tossed from one department to the next and absolutely no one being able to assist me in finding what my real account balance is, I discover that contrary to what I had been informed about my bank account information being voided as of April 29th, that in fact there was an attempt of withdrawal on my bank account of $67.69... Where the documentation of this statement came from and when this statement was produced to even notify me of a scheduled per authorized withdrawal in this amount; could very well be added to the list of "the wonders of the world"! So *7 employee's later( not one helpful in the lest and instead all were rude, ignorant, and down right offensive at times ) the supposedly current account balance is said to be $134.82 and although not $278.84 as previously believe by all 7 employees I encountered, and nearing 7hrs of dropped calls and call backs, reinstatement of my service was refused till payment is received! Even though there was not any grounds for the account to be subject to a suspension in the first place! I request to speak to a supervisor multiple times throughout the day with no call back or contact of any kind! Day 2: Tuesday May 10th I make online banking payment of $134.82 even tho I know the amount is still not correct in the lest.. I call in to billing department to report the payment and to see if there has been any advancement in the discovery of my account details, few different transfers and a few departments later; I'm told my account is $ 134.82 passed due and suspension stands till payment is received! I request a supervisor call back again... Day 3 Wednesday May11th (still no service) make a few different attempt to talk to billing department but with each attempt I was met with seemingly increasing state of agitation... At point I give up. Day 4 Thursday May 12th (still no service *still not one supervisors call back) I decide to try to call in again one last time, beyond frustrated and angry as one can be in my situation... Two departments later I'm seemingly talking with someone who for the first time in 4 days seems to even be listening to me while I try to explain the events that have lead up to this day, she reviews the notes on the account as well as the statements and in her calculations there is *$172.46* worth of credits that have yet to be applied to my account that's just based off the notes made to my account and not including payments made or anything else. I'm then put on hold, as she is try's to get in touch with billing supervisor and get my services reconnected. As I wait on hold exhausted with the hassles of my entire Cogeco experience my call waiting goes off but can't switch over now that I'v come this far.. The agent returns to me and says the service still can be reinstated because the credits still require approval! I thank the women on the other end of the debauchery that is Cogeco at this point and hang up the phone. I then check the voice mail from the missed call to find it was a message from the billing supervisor, I quickly call back and go over the whole chain of events again sounding like a broken record; she tells me that if I provide my new banking information that she well reinstate my services, she explains that there will be no withdrawals to my account in till July 2016 as the withdrawal submissions for June payments have already been sent off to the banks. I request reassurance of our convention a few times, attempting to give myself some kinda peace of mind! We go over her account of the balance on the account which is now believed to be in a credited state of *$-34*! Service returns around 10pm Thursday May 12th. All is seemingly corrected and in good standings I periodically check in on the "my account" and see adjustments being applied over the fallowing few weeks. I receive notification of June's bill being available at 12:30 am Tuesday June 7th, the account balance is $85.28 due to be withdrawn on Friday July 1st 2016, in the Am of June 7th I login to "my account" to review bill details, everything seems to be in order other then in the account overview page it says (account balance of $298) so to get the ball rolling on correcting this I call in to customer service to verify the standings of the account, I'm assured that everything is good and next bill is $85.28 and will come out July 1st.. I take a deep sigh of relief, I then change my tv package and call it a day, I login in to "my account" to review my channel line up and notice I'd like to get a few more channels so I use the email a call back request selection, I miss the call in the after noon and I think nothing of it, I later go and check my email to find a email from Cogeco informing me of a failed per authorized payment attempt! And here we go again! So I get home to find my internet service has been suspended now for the 4th time in 4months I check into the details of my bill it clearly states Bill issue date June 3rd, withdrawal date July 1st of $85.28, yet it now says $85.28 was attempted June 6th and was returned, and now shows account balance of $330! I have experienced $150 worth of NSF bank fees, collectively -approximately 5-6 days worth suspended service and more hours then I could even begin to want to get into!

I called into customer service and they told me there's nothing they can do... That I have to call back in the morning and someone will have to looking in to it... Ugh I'm not doing this again!

So what's next? ... When dose this get resolved? ...What's this going to cost me? ...And the ultimate question" where's my compensation? ...Is someone going to reimburse me for bank fees I'v had to pay? ...Even after being told %150 there would NOT BE a withdrawal? And where's the documentation where it says that your going into my bank account to take this money out? ...Don't I have a legal right to be notified if your going to touch my bank? ...Am I not even worthy of the acknowledgement of these situations? ...Do I not deserve the right of an apology? ...

I'v reached the end of my rope! ...I don't know what to do! ...

I'm completely lost for words, I'v heard of horror stories but I'v lived this one!

No customer should ever have to goes through anything like this, let alone even think of this as a " it could happen to you!...

Sincerely,
Disgusted and Appalled!

Ronald La Butte

I am writing to express my EXTREME dissatisfaction with the service and products my family received from Cogeco.

1). When we originally signed up we were offered a free phone as part of our cable and internet package. I declined, knowing a "free" phone was too good to be true. However when the installation tech came to install the cable and internet, he persisted and insisted on us getting the free phone line. "NO STRINGS ATTACHED, " he promised.

2). The phone line was an endless nuisance. Obviously, Cogeco had sold the free phone line numbers to every telemarketer they could manage, because we received no less than 5 sales calls a day. It was an abuse of our privacy.

3). Service was expensive. When we found cheaper more extensive service we cancelled.

4). Service was cut within 24 hours. Equipment was returned within 48 hours.

5). We were billed for the remainder of the service month. No problem, this was paid.
We were then billed for an ADDITIONAL month. The woman I spoke to on the phone after receiving this bill said that this was their policy because they require 30 days notice.
WELL THEY SHOULD NOT HAVE DISCONNECTED THE SERVICES IMMEDIATELY THEN.
If services were disconnected 30 days after I cancelled then I could understand being asked to pay, but they were disconnected immediately. I was not informed of this policy when I called to cancel. I did not receive the service. I refuse to pay for it.

6). This last invoice also included an early contract termination fee because the phone was on a 2 year contract. WHAT?!?! Yes, I guess their installation technician lied to me! But I didn't sign anything agreeing to a contract. In fact, I originally declined the phone package because I knew it sounded too good to be true. Am I to be held accountable for the lies and omissions of Cogeco employees? I don't think so. I refuse to pay.

7). I have logged OVER 12 HOURS of phone calls: with their customer service, their complaint escalation, their credit agencies. The employees must get penalized for cancelling accounts and repairing their billing mistakes because I have yet to receive any resolution. When an employee sees that I refuse to be bullied into paying what I do not owe, they simply transfer or drop my call.
I did speak to one Cogeco employee on the phone and she admitted that this was unfair, that the billing was unreasonable, and that it is common practice to transfer calls, not resolve. She promised she would take care of the invoice, which of course never happened.

8). I have just discovered that Cogeco is now reporting to the credit agencies an unresolved/late payment. Their incorrect reporting is causing a negative effect on my life. This is NOT a late/unresolved payment! It is an illegal invoice issued for services not rendered. It is defamation of credit.

9). Let me be very clear. I can afford to pay Cogeco's fake bill now, and I could afford to pay Cogeco's fake bill before. This is not about me being too broke to pay. THIS IS ABOUT COGECO BEING HELD ACCOUNTABLE FOR ILLEGAL BILLING PRACTICES.

10). Unfortunately, it seems as though I am paying the price. As I refuse to be bullied, this company has managed to destroy my credit rating and therefore prospects. I believe they commonly do this to hundreds of people. I WANT THIS RESOLVED AND I WILL NOT ACCEPT ANY SOLUTION THAT DOES NOT INVOLVE COGECO REMOVING THIS INCORRECT INFORMATION FROM MY CREDIT REPORT. This is NOT a late/unresolved payment! It is an illegal invoice issued for services not rendered. It is defamation of credit.

Cogeco claims I accepted one of their promotions packages onMarch23/16
On March28/?16 I requested to terminated their services.
On March24th, they had removed a bunch of channels and my voice mail on my phone and also added a termination fee of $150.00.
I have called and called their customer services department which has hung up on me after waiting for an hour, I have been passed off from department to department and not being able to talk to a supervisor.
I was never advised of their terms and agreement but when I found It online.
Their agreement Section 19 a describes a 5 day cooling off period.
They refuse to acknowledge it and wave the $150.00 Termination fee.
Even though they had cut off all the services.

I was falsely ripped off by Cogeco Cable which resulted in my Equifax credit rating being seriously damaged by them. Over the past 15 years, I have never missed any bill payments with all my creditors, and I have usually maintained an excellent credit rating. The overall credit system is corrupt as they side with the companies, and are biased against numerous honest consumers. After being told that the government Telecommunication will not pursue the matter and the Equifax company telling me that Cogeco is telling the truth, and they will NOT place my comment of defence on my credit report, then it is time to attempt to gather numerous others like myself and take legal action against Cogeco. If we take legal action together in a group, then it will be much more forceful and it will cost us much less as a individual. Interested... please contact me at my email... [protected]@telus.net Thank You.

February 2014
Home is Surrey, BC. Renovating empty house at Peterboro, ON. Ordered internet service from Cogeco about two months ago. Serious heart attack caused by 9 major blockages of arteries (2 -100%, 2 - 90%, 3 - 80% and 1- 50% blockerd) Obviously my brain and body was starving for oxygen. Planned to travel to BC for open heart surgery... flew Air Canada... extremely risky trip as cabin altitude is about 9, 000 feet above sea level... do much less air for me to breath.
I called Cogeco customer service to cancel service as I did not know in how many months I would return, , , for that matter my death was really possible so that I could not return. I explained all this to Customer Service, but she ignored my request and suggested keep service charging on my Amex card. I told her that I would be pulling the coaxial cable (my wiring) from the exterior wall box. SHE TOLD ME TO CALL LATER AFTER I RETURN TO THE HOUSE SEVERAL MONTHS LATER AND THEY WOULD REVERSE CHARGES. Well, this turned out to be all BS as they planned to exploit my credit card. The monthly charges continued.
April 2014 - Open Heart Bypass Surgery.
June 2014 - returned to empty house in Ontario. (much to short of recovering time)
Blah... Blah.. long storey to short...
Cogeco continued to bill me monthly until I cancelled...then the monthly bill jumped to $425 for the five months Amex disputed & reversed charges with no response from Cogeco and I was charged for the internet box that I returned to Head Office.
So I refused to pay the unethical false billing... later they placed the bill with Collections that was placed on my Equifax credit rating. After over 15 years of always paying my various bills I had maintained an Excellent credit rating... now it is destroyed.. bank will not offer me an mortgage. Along the way in 2014.. customer service accused me of being a liar. The overall stress has been extreme dealing them while I worry about getting a stroke or heart attack again.
I would strongly get TV or internet service somewhere to avoid false billings and getting your CREDIT RATING destroyed.
G Hynes
Surrey, BC

To whom it may concern:

After moving to my new address I had Cogeco internet installed on September 10, 2014 and since day 1, I started having difficulties with speed, slow connection-difficulty loading pages, unable to stream videos, down to No internet access at all.

Cogeco cable has been disconnected due to street construction and Cogeco left me with no internet service for 10 days!

After that I’ve called numerous times to customer service and technical support as
I recorded the slow speed (Download speed 23Mbps and -) that did not match the Ultimate 55 Package that I signed up for (Download speed 55Mbps/Upload 10Mbps).

After many hours, all requested system reset from my end and Cogeco tech support- showed no improvement. I had taken days off work for allowing Cogeco technician to fix this issue again and again.
Each time, I was assured the line is fully functional and ready to go when indeed my internet speed was not improved at all, just ignored …

Repeated phone calls, many of my hours and days spent to reason with Cogeco and ask why there is no internet and why I’m being charged when there is no service, non of any was answered or dough with by the Cogeco representative instead I was threatened that if I call for Cogeco technicians to show up again will be billed for their work !
On October 27, 2014 @ 11:40am (spooked to Representative Amy) new appointment was scheduled for technician to show up again, and I had to take all day off from 8-5pm again.

I was told that day that the modem that was installed by previous Cogeco technician requires additional package?!

I was not consulted about this decision, when technician decided to unplug my router and hooked up cogeco modem/router all in one for his own convenience hoping it will solve the issue, which it did not in this case!

I had my own router since day one and I did not request anything added to my services that I’m already not receiving!

It came down after all technicians’ visits and 5 months that the cogeco in wall cable had a broken connector, that was not once checked by any previous technicians…

Cogeco lies and cheats customers about the available services /speed, over usage, warning emails (never received) and their business techniques are completely dishonest, unacceptable and vulgar.

I was away; when I came back and I received the bill in February 2015 the bill amount was horrific!
I called Cogeco right away and as soon as I gave my account number the agent had a very rude attitude.
She then goes on yelling to me that my bill includes 2 months of my internet charges plus over usage fees, late payment interests, some technician work fees and on and on…
Cogeco has also added the amount from previous address to this bill as they can’t find the payment from August 2014.

Also she added that service charge for the technician’s visits were not all added as a customer courtesy from Cogeco so I guess I should feel lucky!?

When moving, back in August 2014 I have talked to Cogeco customer service to book appointment for internet hook up at my new location. I was told that my account balance has to be paid in full in order to get an appointment at the new address; that is as for the Cogeco Policy!
I have paid the bill of $444.16 back in 2014 and received booking for new installation on September 10, 2014. Cogeco supervisor offered to credit my new installation fee of $60 as for keeping the service and long time Cogeco customer.

Cogeco disconnected my internet service when I wasn’t home on February 24, 2015 and keep billing me again for no service provided in till March 11, 2015.

The package I have ordered (Ultimate 55-$63.95) was not provided as described by Cogego Company, therefore credit needs to be applied to my account ($ 63.95 x 7 months +13 tax) = $505.85
False and untrue/unreasonable charges including amount from previous address $444.16 (paid back in 2014), over usage fees $53.18 (did not go over! ), unreturned modem $84.75 (returned on March 5, [protected]@ Cogeco office -Pen Centre location) late payment fees $36.87 (ordered service was not provided since day of installation).
Time booked to accommodate cogeco technicians $125 per day/ x 3 days = $375
My time, car &kilometers ( 60km) driven to drop off equipment at the nearest location- $1.25/km= $75.

Cogeco has been harassing me, cheating, discriminating, and inconvenienced me by taking many hours from me without any obligation.

I expect “Cogeco” to be reliable for not providing the service to customers and in regards to my matter credit to my account in the total of $1574.81.

Cogeco is blocking ports that are used for house security. I caught them a year ago doing so and told them I'd file with crtc. Next day ports were open. Well a year later these ports are blocked again. Cogeco tech team has been left with several requests over 6 weeks and not return call. Although 2 days after first complaint isp speeds went from 30GB SPEEDS TO 3GB or NO INTERNET AT ALL from cogecos tech support closing hours until they reopen tech support in morning every night since than. Also i have logs, tests and video recordings of this every night. After several weeks of tests and logs as well as a little over $500 in an outside source a new modem and router changed all cable line inside and out still nothing zero help from cogeco. The 2 times I got a real person both put me on hold to see what can be done. Only to be put back to main service because they didn't want to look into issue. Of course from there I can't get back to a tech real person. When I call cogeco service they just keep telling me to make another request for resolve. That'll be the 9nth request in almost 2 months for cogeco illegally blocking ports.

Cogeco...not sure how the following is possible..."won an award for customer satisfaction".
I am very dissapointed & shocked at the low level of customer service I have received. I currently have home phone with Bell and was wanting to bundle with Cogeco by adding my phone line to my current services. After reviewing & doing my research online, I had come to the conclusion, I would be saving money with Cogeco and decided to call them & add this feature.
If you go to their website & calculate the "bundle feature" you will very surprised at the difference from what you find out online to what they actually offer.
Under the "select" package, you are receiving 2 calling features of your choice. To find out which these are, you scroll down to the section which contains all the calling features. You will find a list of features. I came to realize I would like the second line & voicemail. I called in & was told I was not able to choose the second line as an option.
It is very deceiving as it is an option to choose. It does not state anywhere (not even in the fine print) that you are not able to pick this. The exact line the representative said..."well it's a good thing you called because it's wrong on the website, we won't switch that for one complaint"...
Seriously?

TERRIBLE customer service...spoke with a few people on the phone including the "supervisor" which was the worst help of all!

Beware of what you see on Cogeco's website! They make it seem like such a good deal, until you speak with someone!

Worth the time to check out Bell for their services

We moved here in 2002. Prior to moving we were told by cogeco that high speed internet was available in our area. On moving in day, we were told by the installer that it wasn't available here. We cancelled the install and had to go with Bell dial up! Fast forward ten years (2012) and we still don't have cogeco high speed available here. I have called repeatedly over a 10 year period only to be told it is 'coming soon'. TEN YEARS of being told the same thing over and over again. I want to know WHEN it is coming here but not one single person at cogeco can or will tell me. We don't live in the middle of no where. Bell sort of upgraded so we get a WHOPPING 2.5meg of 'high speed' (not).

we in dpt of $300.10, agreed too make payments starting with $100.00.

cogeco, agreed to an appiontment on the 25th. no show-we called they stated we owed

$1000.00 exectly, . discontinued phone call. not knowing what to do but lie like that to get

a services illegally. that would not feel right!.

I got up one morning to find that my cable receiver did not work I purchased the receiver from Cogeco Cable About 6 years ago. I figured it was passed it time my self. I called the company and they told me that it would not receive there single, And need to be replaced. So I must rent a new box from them. The person I spoke to was invasive and had a hard time speaking to me, I Felt like I was being misled. I brushed it off and decided to let it pass. When I went to pick up my new box at the post office, The postal worker said to me they had over 200 to be picked up and it would take a few min't to find my parcel. well It raised my interest I got home and called the company and the tech told me they were no longer offering service on older receivers well I bought this receiver from them and if there no longer offering services on that receiver I would like it replaced, I asked to speak to a manager he asked me to call back. I called the next day and asked to speak to a manager, And that person told me that there was no truth to what I was told. I repeated my knowledge to them about all the cable receivers at the post office and she changed the topic of conversation to offering me a top of the line receiver that I can record with to replace my reciver. The manager then arrange to send a tec to my home to cheque out the problem . When the tech arrived at my home he come in and reconnected the cable box and then told me he need to go out to his van and send a singel to the box, I watched him( Back Door) he went out to his van and opened the dore stood there used his phone and come back in. ( he did nothing but talk on the phone I went out side and watched him for he was parked around the corner) When he came back in he called the office and asked them to do a large hit for him because he was receiving nothing from his computer. He proceeded to tell me that it was broken and need to be replaced he connected the new box And said he did not under stand why he was even called in. Winking at me on the way out the door (Yea ok). This company is comenseing a hug fraud and If I could receive cable phone and internet from another service provider cogeco cable would be out of my home for ever, but there are no other service providers in my area For cable. Internet and phone there is. But All In one is convent, I belive that some should do somthing about this. I can not even post my name or address for I would have no cable. Singed Wishing to stop a fraud.

I have always been disappointed with Cogeco since moving here from Toronto. I am appalled at how poor their service is and how behind in technology they are compared to Rogers in neighbouring areas.

Today I am posing to specifically complain about their total incompetence in simply loading content for their TMN On Demand service. Content that TMN sends directly to them. How difficult can it be to check dates and load movies?

I have already spent WEEKS talking to cogeco regarding this and still the problem persists. There are many on demand movies that NEVER appear on my list, or they appear WEEKS late only to get taken off within days. There are several films I never have the opportunity to watch because of this problem. Movies that I should have access to since I am paying for TMN every single month!

In addition many new episodes of some series appear late - not just a day but sometimes up to five days! This decline in functionality is extremely frustrating! I was told by Cogeco that they were fixing this problem two weeks ago and it still persists today. I check on the TMN On Demand website for movies that should be available for the CURRENT week to make sure my list is up to date with the one I have and since I've started doing this, it never matches up completely. The reps at Cogeco are unhelpful, assuming I don't know how to use their simple menuing system or suggesting that I am not looking up the correct week on the TMN website (which I am, I always DOUBLE check and for some movies that I had been looking forwarding to watching I check more than once a week to see if it has appeared).

I'm beginning to wonder if the cost and time spent on phone calls is worth the minimal service and massive frustration. I am seriously considering other alternatives and I suggest if any of you have other reasonable alternatives to Cogeco available that you think seriously about them!

I am someone that prioritizes my credit account bills so that my credit score remains high. The only time a regular bill like utilities and cable will appear on your credit report is if you walk away from an account and leave an unpaid balance of more than $50. So with a company like Cogeco, who charges a month ahead, I usually let the bill slide awhile. I end up paying like $7 a month in service charges for being a bit behind. I always felt that what you for your $155 per month for tv and internet was a rip off. You don't get many channels at all and the internet service is good but has quit on me for days at at time in the past. They also now cap their internet service bandwidth usage level--I don't use it that much so it has not been a factor but it's still an annoyance. So I always kind of paid the bill last in my list of bills.

One Friday afternoon I came home from work to find a fluorescent orange notice on my door that said. "It is now too late to pay any other way than by personal cheque to our tech." who will be out next week and blah blah blah. So I walked to my computer and paid the full balance online. I read on a bill previously that this may happen and that Cogeco would charge me $40 dollars for this friendly collection call. Who pays for anything by cheque anymore? It's just a way for them to nail you for more money. I realized that this is the end for me and Cogeco. I called their customer service rep. (so-called)and informed them that I wanted to cancel my service. After handing me off to someone who tried to talk me out of it, I was returned to Cindy, who said that she would assist me with this. I knew that I read some-
where that I would need to do so but I figured it's less of hurdle to dump these clowns, so fine. She then asked me if I wanted to cancel my service early and get a refund cheque for the balance, I said sure. She said that since there was going to be a collection call next week and someone was going to be coming out anyway, we could shut it off then. I said fine.

That day came and went and my service was shut off that morning. I told my wife who brought back the modem and HD cable box/ remotes. The lady at the store said. How come you're bringing this back today? You have paid for the rest of the month. She put the equipment in the back of the store and would not give it back. So my wife called me to let me know this. I called Cogeco and was told that 30 days notice is required to cut off services and that my service was shut off remotely and that no tech came to house. I was told that my service was cut off at my request even though the bill was paid.

After being told there was no manager available for about 2 or 3 tries, I finally got a hold of one and was told that since there has been a "misunderstanding" I would be refunded a whopping $50. This did not happen.

I have switched to MNSI internet and still don't have cable tv. My kids now play outside when they get home instead of asking to watch tv.

It's nice not to have that big fat bill every month now with the feeling that I'm not getting much for my money and being harassed for payment. I know I made the right decision after being blatantly lied to by this company.