Rogers Communications
Reviews and Complaints

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

regards

Uwe Kretschmann
[removed]
ph [removed]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Regards,
Mr. Blair Clarkson.

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

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

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

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

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

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

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

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

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

My entire family has been with Rogers phone service, and I went in today to change my plan, and my experience was terrible. On March 9th 2017 I went in to the Rogers store in Stone Road Mall, Guelph, ON, and dealt with a customer service representative named Jan (as in January) [ID: QAA]. It took over 2 hours for me to be dealt with. After an hour of discussing, and setting up my phone, Jan realized that he could not use my ID, that he had already previously checked. I remained extremely patient and calm, as he took phone calls repetitively from other customers throughout our conversation. I left feeling very dissatisfied and frustrated, as I have no phone to use for the next coming days. Jan mentioned that the company would compensate for this extreme inconvenience with free accessories. I hope that Rogers will deal with this issue in a more efficient manner than I witnessed today.

Rogers,

I have now spent 4 hrs of my time in the last 2 days emailing and on the phone . I have contacted melissa sud for further help as to the issue regarding my phone bill.
There is a change reflecting on my bill for a phone melissa stated was free. Since purchase I have received numerous cut offs. Re connection fees . Hundreds of dollars of late fees all because of a charge on my account that is not mine.
My current bill is over 1000.00 which only 145 is my own due. My phone us cut off (both on acct) and they are used to run two separate buissness. Which I am now loosing Alot of money on !
This is the seccond time I have had major issues with rogers and has taken hrs to resolve. Not only is this costing me money. I'm not getting paid to non stop contact rogers and settle something that should have been so easy to fix !

At this point Im about to take serious further action as I am wrongfully being charged. And it is also effecting my credit which had no issues at all before rogers!

Customer service couldn't even help me till I called 6 times yesterday back to back. Who is for seeing all this training? Every single one had a different excuse
AND a different reasons as to why they couldn't help further. On the last phone call she simply sent an email out to Melissa which has been asked for for months repeatedly ! None could do it. Not one till the last call made yesterday! And she works in the same department as all the others I spoke to.
There's something wrong here.
I have been with you guys for over 7 years ! Where is the loyalty and customer service after thousands of dollars have been put in your pockets !

Like I said.
Tomorrow if my phone is not revolved I will be putting this in the hands of social media as well as a representative.

I shouldn't even have to be writing this right now.

K.f

My name is Carol, I'm the customer from the third company. Although I'm not Rogers customer, but I'm sure my company pay to Roger for installation with cable.

The Rogers guy came to my place on Monday morning to install the cable.
And he only came in for 5mins and left without checking the singal is arrived or not.
After he left, i still have no cable singal at all.
Tried to contact that Rogers guy, but didn't respond at all...
I know it's not Rogers problem, it's that guy's bad service.
I don't know his name, but this is his number
[protected]
Such a bad worker. Not professional at all.

I called on 11/02/1979 about my internet ( I couldn't

Connect to the Internet). I spoke to a lady who said she can't do anything to help, She connected me to the tech expert department, they hung up the phone on me. After that, my account babe disappeared from the wireless network. I called customer service. They hung up the phone on me.

I am switching to Bell. I am paying CAD135 every month for you to hung up the phone on me?

Thank you!

I called in June 2014 to have my Internet service disconnected from my condo as I had sold it and the last date there would be June 20, 2014

I called in September 2014 as I got a call from someone at Rogers asking for my payment that was due in August, to my surprise, they apparently have no record of my initial cancellation in June.
They confirmed receiving the box but didn't stop the service. How stupid would that be, paying for a service without a box?

I need this fixed as it still showing on my credit bureau.

I can be reached through email: [protected]@yahoo.ca

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

Incident started July 14th 2016 at 10:01 am and the last call was December 13th 2016 at 7:09 pm. My mom used to be a customer with Rogers 9 years ago, she had canceled her account due to going with a different company, mind you this was 9 years ago, but over the past 6 months my personal phone and my other one I let my mother use and mind you my numbers do not belong to Rogers, have been getting flooded with calls from Rogers demanding money from my mother for a bill that she no longer deals with, she got very upset and hung up the call but since then every day they are calling my numbers demanding my mother, it got to the point i told this one caller that i refuse to put my mother on the phone, and this caller from the Roger company had the nerve to raise his voice and got angry with me and slipped out a few swear words, since that call I started rejecting their calls, but they keep calling from we hours in the morning to we hours at night. I do not know how Rogers got my numbers they refuse to remove them from their list, I want these calls to stop cause I am at the point of taking legal action on this, myself and my mother do not need to be harassed by a company she no longer deals with. Posted below is the recent calls that this company have made in a run of a few days

We called Rogers Cable Internet Phone Cell Phone company to upgrade our internet from 125 GB to 200 GB on November 10.

But we were billed for using extra GB beyond 125 GB. Called Rogers and said the upgrade was cancelled because a new modem was not picked up. I said the agent who upgraded didn’t tell us to pick up the modem.

On November 22, another Barb tried to upgrade, couldn’t do it, she transferred me to Rogers Customer Relations. Got Donna, who listened and gave us to different prices for the same internet and channel bundle. Lost faith in her, and we cancelled the whole thing.

Today, November 23, I called and talked to James, who upgraded the internet but the channel that we were watching (channel # 679)simply disappeared. I asked James why. He said “I detached the specialty channel, (Channel 679, which is NOT part of the regular bundle that we talked about).” I requested him to attach it. He said, “Yes, I did, and it will take 3/5 minutes to see on your TV screen.”

Call ended but channel 679 didn’t show up. I called Rogers again and go Surrinder on the phone, who advised, James neither processed the internet upgrade nor attached the channel # 679.”

Surrinder upgraded the internet from 125 to 200 GB and gave us the dullest channel 861 instead 679 as compensation. But I’m going to miss the sitcoms in channel 679 but who is gong to compensate for this loss?

But still I’m not sure Surrinder did everything correctly or just lied to me as other Rogers agents did.

Rogers provides not services but tortures because Rogers has become a torture chamber for customers like me.

Rogers is not only a shame for Canada but also for this human race.
But nothing works on the shameless greedy Rogers management.

I was contacted by a Rogers small business customer care person by the name of Stephanie Amoah. She promised a better package, with 2 phones, for my business. At the time, I was with Fido. She told me not to worry about it. I had to pay off all owings to Fido prior to changing over to Rogers, which I did. Stephanie promised to take care of Fido, and that the transition to Rogers will be taken care of by her. I received my new phone a week later. Almost immediately, I started having problems with my LG G5. The Internet was not working and neither could I open attachments such as documents via email or text message photos. I spent over a month complaining about this. I reported Stephanie to the Ombudsman of Rogers. A few days later I received an email from Aldrin, another rep there. He sent me a new phone, which now works. NOW Fido has sent me a bill for over $900, and I have no idea why. Fido's bill is absolutely useless and offers no explanation. I contacted Stephanie, who promised to "take care of it". Weeks went by with that. Aldrin promised to "take care of it" as well, and informed me Stephanie did not have the authorized right to transfer me over to Rogers to begin with as I was still in contract with Fido. However, she had told me differently. I now have Fido reporting me to a collections agency, which is not good for my credit, especially for my small business.
This has been an absolute nightmare, I am sorry I every was contacted by Stephanie and joined Rogers. I now have a $400 Rogers bill to pay, which I will not pay until this is all resolved. All I have been doing is dishing out money and barely anything has been fixed.
Rogers is useless, your customer service is so bad. The only thing saving you is the fact that you are a large company. I left you for a reason.
I want this all resolved immediately. I strongly believe I am now being charged by BOTH Rogers and Fido as Stephanie took care of squat. If there is an outstanding balance owing to Fido, that is ROGERS problem to fix, not mine.