Rogers Communications
Reviews and Complaints

Horrible horrible experience with rogers.

Scam done by rogers and brightstar together

I bought a phone from rogers 3 months ago, and I lost the phone, they told me to contact bright star. On contacting the brightstar they asked me for 3 documents, photo id and service request form and the proof of address, I gave them everything and they said the request for a replacement phone has been approved and you only have to make a payment and you will get the phone. After I called in to make the payment, they told me they need another proof of address (for not reason cz I already gave them the proof) anyways I gave them another proof of address and they then told me it was rejected because the sim was not in the phone.

How does this even make any sense, if I lost the phone how do I know if the sim is there or not.
And they are not doing anything to resolve the issue. They told me I am not covered even when I have been paying the premium device protection, and gave them the required documents. And rogers wants me to pay the full amount of the phone I dont even have.

Dont fall into their scam people. They just want to take money from innocent people.

Hi,
I have five lines with Rogers under my account number is [protected]. In recent months I was getting monthly bill of heavy amounts. I was busy and traveling to overseas. Finally I got chance to open and check my billing and payment history. I found out that:
1. Beside paying every month I was being charged for late payments every month. In total I was charged $144.80. I don't see any legitimacy on these charges
2. One of the lines [protected]) used by my younger son, a full time college student, been charged $81 from January to June, but from July $551.61, August $273, September $128, and October $106 were charged.

When I called Rogers, I was told that it was long distance charges to USA. I have other line that I pay $6 extra to call US unlimited and texting. In such case a warning or alert should have raised or US calling plan should have been offered to avoid unbearable charges. In this era of cheap communication how a student can pay $552 in a month if he happened to call a US number. It was Rogers primary responsibility to educate consumers and act in the best favor of consumers. No such action was taken to protect the consumer's fundamental rights by Rogers.

I strongly believe that Rogers Canada has violated my rights as a consumer under Consumer Protection Act 2002. I hereby request you to refund illegitimate late charges ($145) and over charges of $775. I reserve my rights to take this matter to Ontario Consumer Protection Department or to Small Claim Court of Ontario Canada.

Sincerely,

Muhammad Anjum
Account # [protected]
Cell # [protected]

This is to voice my great disappointment and absolute displeasure with Rogers.

I have been a Rogers' wireless customer for many years. I no longer have a contract, which means that I may cancel my account at any time without being penalized. I temporally moved to England and needed my account to be suspended until I got back.

I contacted Rogers and they advised me that it would cost $30 per month to do so. I instantly thought that that was absurd. I asked the Rogers representative why there was a fee. He explained to me that it was their normal fee for suspensions. I then advised him that I no longer had a contract with Rogers and why I couldn't just cancel my account.

He agreed that I would not be penalized for cancelling my account, but the only downside was that I would lose my current plan. Again, I have been with Rogers for quite some time, so I had the "Loyalty" plan which gave me 600 minutes, unlimited text and 5GB of data for $59 per month. I advised the representative that Rogers had a BYOD promotion which gave unlimited talk and text, and 15GB of data for $60 per month. The representative advised that the promotion ended yesterday. That's fine. My goal was not to change my plan, but to show that Rogers did occasionally give promotions with plans that are better than mine. Thus, my "Loyalty" plan was not such a great plan at all even though I have been with Rogers for so many years.

I then asked to be transferred to a manager to hopefully resolve this issue. The manager basically told me the same thing the representative did. So I cancelled my account and WILL NOT BE RETURNING AS A ROGERS CUSTOMER when I go back to CANADA next year or EVER AGAIN.

To recap, I wanted to suspend my account while I was out of the country with the intention to uplift the suspension when I got back. I was asked to pay $30 per month even though I had no contract. I was basically told that in order to remain a Rogers' customer I would need pay this absurd fee or else cancel my account. I DID NOT FEEL LIKE A VALUED ROGERS customer, thus I CANCELLED MY ACCOUNT. ALSO, I WILL NOT BE RETURNING AS A ROGERS CUSTOMER OR BE ONE EVER AGAIN.

I have been a Rogers customer for over 20 years, and last fall, when my old BB died, I took up their offer of a new phone for $95.00 a month. About 4 months ago I was temporarily without internet connection and used my phone for data. I soon had a call from Rogers, offering to connect me to another program, for $125.00 a month, which would allow me more data time.

I thanked the woman and said No, as I am an older person living on a very small pension. I could not afford the extra fee.

About a week ago I had a call from Rogers to say that I owed them $110.00 I asked about this and was told that it was taxes on my $95.00. Without thinking, and not wanting to be cut off from my phone useage, I paid $100.00 and then realised that in fact they had connected me with the increased data program, which I specifically said an emphatic NO! to.

I cannot afford the additional fee. What recourse do I have?

Hi,
I have a problem with my internet since 2013. My account number [protected]
From 2013 I'm on a temporary line. Temporary Linie damaging my shingles getting loose. Please see pictures
I call Rogers hundreds of times to come and fix my internet and take off temporary line My internet connection is very bad. For example, I pay for Download speed: up to 1 Gbps1 ; Upload speed: up to 30 Mbps
and today I was testing on several websites last test https://www.speedtest.net/result/8419506809

By the last three weeks, I almost call Rogers every day they promise to repair in two days than in five days ..never done. Today they promise to fix connection (what about remove temporary line) in next 48h I don't believe them.
I asking you for help.

Thank you,
Romuald Grabiec
10Minton PL, Brampton, ON
L6S2S7
Phone:[protected]

I share a phone plan with my two daughters and we share 5 g of data. we do no go over the data. our billing date is from the 14th to the 14th of the month. however, this month we had already hit our data amount 2 weeks into a new billing plan. no one has left anything open and one phone (mine) has data turned offer unless I am at home. my cell is [protected].

I received a text from Rogers today telling me that we are not $50 over in data charges and it will be turned off until the new billing period - another week away.

this is highly ridiculous.

also my daughter went in to Rogers store a week ago and was going to obtain an upgrade on her phone [protected]) and was told that she is not able to get it because Rogers has now changed our plan - WITHOUT notice to her. I used her upgrade in March and she is now eligible to use my upgrade for a phone, but Rogers said no we now have to change our plan.

I have been a rogers customer for many many years and am very dissatisfied with its service and plan on looking around at other phone plans

I have always recommended Rogers in the past, but will not do so anymore. They do not value their customers or customers' loyalty

On June 9, 2019 a Service Call was begun, to update the current Roger's home services to "Ignite'. The service could not be completed and the owner was reassured, that she would be contacted for the completion. As of today, June 12, there has been no one in to set things up. The services, that were 'disabled', have left this residence with no LAN line and no cable TV for over 48 hours plus. This is totally unacceptable with an 88 yr old, deaf senior living here. The "Roger's" service people are suggesting that the 'owner' try to enable her systems on her own, until they can come back?! The Original ticket #C144312436 was created for the 'incomplete install' and another ticket #I1349858 has been created for the install. We have had numerous excuses but the recent one from last nights "no show" when the service person said no one was home? There were 5 adults in the house, 3 cars parked in the driveway and a large dog that would have barked to alert the household. The service call was scheduled for last night between 5 and 9:00...no one showed up. I think it is time that we get an explanation and some action to complete the service.

I recently had my Iphone 8 stolen. I was instructed by a Rogers representative to contact BrightStar regarding this issue. After doing so and sending them the necessary forms I followed up with a phone call to confirm that my documentation was received.

I was met with hostility and rudeness by the Brightstar representative as I inquired about the process of replacement. I'm left feeling angered at the lack of information and the unknown possibility of when my phone will be replaced. I purchased the device protection in good faith will the hopes that my phone would be quickly replaced if accident or loss occured. Instead I have more questions than answers. My phone is very vital my business and the thought of purchasing another 800$ phone is not very pleasing. This is not acceptable!

You will notice that I initially submitted this complaint in Dec 2016, over 2 years ago and was hoping that Rogers would do something to remedy this defect in their TV Box software - unfortunately no change, so am repeating this complaint with the hope that Rogers will rectify the search engine in their cable TV Box, Nextbox

Gents / Ladies, Dec 15, 2016

The search engine on Nextbox is useless and worse than the search engine it replaced. About a year ago, Rogers said that they would be introducing an improved search engine - nothing so far. For your information, an improved search engine should incorporate the following;

1. Enable the customer to differentiate between searches for TV programs and searches in Rogers on Demand.

2. Search results for series should be orderly lined up by Season and Episode - presently results are completely scrambled by season and episode making the entire search effort frustrating and useless.

3. With regards to movies, suggest that a brief synopsis of the movie show up when one hovers over the movie title box, similar to that of Netflix. With Rogers, one has to click on the movie title box to see the synopsis, and then click to get out and continue browsing - tedious and time consuming.

Furthermore, the record feature does not work properly as from time to time and for no reason at all, this feature discontinues recording a series that was programmed to record on a weekly basis. This causes me to miss an episode and to make this anomaly even worse, the missed episode is not saved in "Rogers on Demand" resulting in missing the episode in entirety. This destroys the continuity of a series and destroys the viewing experience.

It would be much appreciated if Rogers would address these deficiencies in their software.

Sincerely,

Ed Kurys P.Eng MBA

To Whom it may concern
On November 15, 2018 I wrote to Rogers Buisness Office to ask if I was due for an update. It took about 4 days to get a response. Something happened with the rep I was dealing with and they gave my request to a Nabil Qureshi and it's been awful service ever since. I asked what phones would be available for update and Nabil sent me an email with 3 columns and I could not figure out where to look for my update because there was phones that were offered at ridiculous prices. I kept going back and forth to get a phone at no cost. This policy from Rogers does not make any sense because Rogers will recover the cost of the phone after 2 years anyway. Can you please look into this awful service. If Rogers does not value my Buisness I could go elsewhere. Please advise ASAP.

THANKING YOU
ANTONIO PAOLUCCI

We have been dealing with our tv pixelating for over a year now and no matter what we do or who we complain to all we get is the run around. They have us deal with this guy Rich Scott who we are suppose to call and when I do he tells me he has to exculate it to the maintenance team. Well I have called him approximately 3 times in the last 3 weeeks and all he says is he will have to call maintenance again. I don't understand why we have to pay a cable bill each month for service we are not getting in properly and get the run around. I now from what Rich has said its a main line because my brother who lives across the street is having the same problem.

If you can't get our cable working properly then you need to come up with a better solution for us. For all the trouble we have had and have been trying to get you to fix it, we shouldn't even have to pay a bill.
All we want is our tv working properly and feel like we matter to you and our issue needs to get resolved.

Over the pas 9 months my combined bill for internet and TV has increased 33%. I reviewing the details I see that a discount that was promised to me when I set up with Rogers has been removed.
In calling to inquire I was told that it was simply that rates have increased.
Being on a fixed income I'm not sure how much longer I can stay with Rogers. Is there something you can do to get my bill back to what I originally agreed to.
I do get regular phone call from Rogers to review my bill however each time I am told the rate I have is the best you can do
Please review and advise
Thank you
Regards

I cannot believe how Rogers would treat long standing customers, 25+ years. I give this company more than $5000 dollars per year. I will cease to do so since they say one thing and do something else. What's more they tell you what you want to hear with no follow up. I run a business and I will make sure my customers know this. Although I cannot criticize the product I am definately criticizing the service end of things. Without quality service your company will eventually take a huge financial hit.

Rogers text me an offer on internet last year. I left Bell and port my internet and home phone. Big Mistake. The internet is awful. It takes forever to load. I can't get service on my porch. Service does not work during morning and evening time. I called in about the promotion they have for $24.99 for 500u. They will not honour this promo. Stating that I have not been with them long enough or that It was a win back offer. This sucks.
I never had these problems with Bell internet.
I will be go back to Bell. Rogers needs to be honest.

We have been dealing with Rogers tech support and higher for almost a year now. We have pixelating on our 2 TVs for a long time now. We have had several technicians come out to our house to fix the problem. Well the problem still has not been fixed and I'm still trying to get some one to listen and solve our problem. Every time I call in I have to talk to someone different and explain everything all over again and still get the same result nothing done. I have all the case numbers and peoples names that I have talked to or who has come out to the house. I expected better service and solutions from a company as big as Rogers. We pay a lot of money and nothing is fixed. I talked to someone tonight (oct 22) and he said he was management and could help me but the only solution he had was for us to go to ignite tv which wasn't solving anything for us. Unbelievable customer service.

On Sept 28 I bought an apple watch with the hopes of using for training so that I would not have to bring my phone with me. Subsequently, I have been numerous phone calls and problems with this advertised activation service. There were many glitches and many hours (about 10) spent talking to the tech department to get the watch to actually be able to have cellular. On October 13, almost three weeks later the issue was seemingly resolved, only to find out that my phone was now disabled and I could no longer call out. More conversations ensued with tech agents. I then waited all day with no cell service for outbound calls for a text that was supposed to come that day. When the text fianlly came it said that the issue was resolved. When I tried to use my phoen to call out again, AGAIN it did not work! I was then again talking to tech reps etc. I am sure you can appreciate that this is an uncapptable use of my time and energy and that an advertsied service should not take 3 weeks to get up an running only to then have more problems. Not to mention the lack of service, attention and courtesy on the part of the Rogers company and reps. I am appalled at the miservice and incapable customer service that has resulted and no one from Rogers has even contacted me to discuss the matter. No apologies, nothing. There has been glee at success from agents when they have finally gotten one step right0- however I am left frustatred wondering why are you so happy when this should just work in the first place and all the time and effort I have put into this in order for you to figure it out?
I find this very disrespectful of my time and in this day and age the company is light years behind.

I am so mad at Rogers right now I have a share everything plan that was to have Canada wife free long distance and that is not the case with 1 phone it only has local calling. Wait times are awful wait half hour to get hung up on so I called back and waited anoth 30 minutes before talking to someone that I couldn't understand and had no answers for me that I would have to call back for customer service. This company charges way to much money considering there are lots of cell phone company's offering 40 a month plans for each phone with Canada unlimited and 5 gbites of data. I have been in a massive fight with Rogers about my bill every month this just is not fair anymore

Do not use 'ROAM LIKE HOME' in Portugal. I just wasted $150.00 with Rogers. I contacted Rogers prior to my trip looking for a 'cell package for Europe'. Rogers rep told me, that I could use ''ROAM LIKE HOME' for $12.00/day and I would have access to my phone, texts, emails, etc...just like home. Total fabrication, I couldn't make any calls, reply/receive texts, and got the odd email. Total waste of money. When I got back and called Rogers, their response was, Well we don't control the cell towers there. What? are you kidding me...why are you telling customers that there will be no problems than... Total scam, don't use 'ROAM LIKE HOME' in Portugal with Rogers...get a local line from Vodafone and an internet stick when your there, cheaper and you will have everything you need. Rogers also told me that they were billed by Portugal for my text and internet usage...again total fabrication as I couldnt make any calls or texts?

My neighbour is a Rogers customer. I like him. Rogers has strung a cable to his house by crossing our property and putting the cable through our trees.

No one asked our permission to do so. This was all done while we were not home. This happened in May 2018.

I have asked Rogers very politely 4 different times to remove this cable. My neighbour has as well. He was told originally that the cable would be buried in 4-6 weeks. We are well past that now. When he called Rogers, he was told that it would then be buried in 24 hours. That was 4 weeks ago.

On my last interaction with Rogers, on August 20, I was told that Rogers was waiting for city approval to bury the cable and that the cable burial season ended on November 1. Remember, this temporary cable was strung without our permission when we were not home.

I would like the cable removed immediately. I also would expect an apology for this behaviour.

20 Aug I got a call from a Rogers agent who clearly indicated that my present discounted internet service contract would soon end and that they are offering another promotion in its place including a one year term with basic cable and telephone included for an 11 dollar increase in cost. As pointed out to the agent this is not a promotion because promos don't usually cost more money. She indicated that I was being offered the cable and phone, and then indicated it was an upgrade. I asked what I was dealing with a promotion or an upgrade she then said a promotion. It seems to me that Rogers has the wrong people in place trying to promote their services. especially when they cannot clearly indicate if what they are selling is an upgrade or promotion.
Secondly during the conversation I made it clear to this rep that I purposely cancelled telephone and cable services the year before and really have no need for phone and Cable, again they indicated the only way I could receive this so called promotion was with the bundled service. I had agreed but told her I was not interested in receiving the box for TV. Again, they insisted that I could not get this so called promotion unless I took the box...Unfortunately enough, Rogers is persistent in shoving services down customers throats, who have intentionally have cancelled serviced due to higher than usual costs. Why Rogers is making promotions such as this totally make me wonder. If I wanted the added services fine but I don't. Rogers needs to look at promotions for stand alone internet services vice bundles. I am not happy with the way Rogers tends to sell products as a promotion but yet they are an upgrade costing extra money otherwise an upgrade. Very poor business ethics.