Rogers Communications
Reviews and Complaints

I am a retiree, have no business use except emergency contact purposes on my mobile phone and therefore I used Rogers payasyougo, no bills until the credit on the card is used up. . My monthly usage for the past five years is about C$8. Last August, I topup the credit on my phone and the balance after topup was about $130.

Then in November, I bought a new phone, the Samsung Galaxy. A few days later I got a text message from 33445 on a quiz contest, and believing it was from Rogers, I answered the message and keyed in my phone number. Then I regular received text message from 33445 and I deleted them each time without opening as I did not know how to get rid of such annoying messages. Until last week, the service on my phone was disconnected because the balance was zero. I called Rogers and discovered that from November till February, I was charged $76 in total by Rogers on text messages.

I definitely was not told and never received any information that there is a $2 charge for each message until I surfed on the internet when I could no longer use my mobile phone. Sprized and Rogers refused to refund me as they maintained that I had to bear the charges since I responded to the first message.

I have tried all morning to reach a live person so I can cancel the Pay-As-You-Go transaction i made yesterday at a Rogers store, but this service is fully automated, and cancelling is not one of the options. I've sent an email but I have never received a reply to any email I have sent in the past. I am cancelling because I wasn't told that it cost 40 cents per minute. When I read the information after the fact, I worked out that paying $100 up front for a year at 40 cents a minute gave me 250 minutes, even less because they're deducting 75 cents a month for 9-1-1 calls. But I was told I would get 400 mintes for my $100.00. This is gross misinformation the clerks are required to give the consumer, and it's an unethical business practice in the extreme.

Helloo
People be safe with rogers services they are just playin a game with poor people
i used to have rogers home phone and internet first time when i calld them they told me they have highspeed internet 65 GB for 46 dollers and home phone for 16.95 with no features i paid only2 months 49 something for internet and 20 dollers for home phone and then 3rd month i got a bill it was $135 dollers for 3rd month they have charged $105 for internet and $30 for homephone when i see my bill i was shoked coz we r using only one laptop wich is for school stuff not doing anything else but we have 65gb for every month is that possible ? and then i calld rogers whts happening they said we dont know u have to pay then i was going to cancl my internet and home phone after they said if im going to cancl i have to pay for cancellation fees $300 dollers but when i called them first time they told me its not for a contract they have cheated up im a singl mum with low income i have to pay for bus passes foods and my rent gt lots of stuff to do so i paid only half for rogers because i didnt have more money and then 4th month it was $300 somthing i calld them and explain my situation but the people how are working in rogers really rude and they dont even care for people so i paid my bill half month by month now we have rogers service for 8 months i got a bill last week it was $958 dollers i told them to cancl my service and send the final bill i can pay little bt little but they didnt do it they are charging too much they are just playing a game with poor people

PEOPLE BE CAREFUL WITH ROGERS SERVICES IF YOU USE ROGERS SAMETHING HAPPEN TO YOU

I was a Rogers customer until recently. Rogers repeatedly charged me for phone calls I did not make and roaming fees despite not having left the 604 and 778 area code regions. I logged complaints via e-mail so I'd have a paper trail. Each time, Rogers was willing to cut the erroneous costs but I am angry I spent so much time poring over every bill and filing a complaint.

Even if you state in your Rogers account that you don't want to be contacted by them for marketing purposes, that won't help. You see, Rogers outsources its telemarketing to a company called Gemma Communications. The Gemma staff called me upwards of five times/day badgering me to upgrade my phone or upgrade to a more expensive plan. I filed a complaint with Rogers, who said that Gemma was "not a Rogers company but are acting on our behalf" and that my complaint wasn't valid and wouldn't be rectified because of that!

What else? Oh yes, cancelling. I hopped over to Wind. Rogers made this a nightmare for me. One month before the two phones on my family contract ended, I called Rogers about cancelling. The rep wanted to charge me $2000 to cancel my basic family plan. TWO THOUSAND DOLLARS. I demanded to know where this quote came from and the rep passed me onto the retainment department, where the rep said she that fee was incorrect and that I would need to pay $600. Yet I had the cancellation literature in front of me as I spoke to these two cretins and nowhere was it stated that I had to pay beyond the penalty of whatever I would have owed for the remaining month.

I ported one phone to Wind before the contract expired. Because my mother no longer wanted a cell, we decided to let the contract expire but not before e-mailing and calling Rogers to express our extreme frustration with them and to cancel the one phone at the end of the contract. They did not and continued to bill my credit card for $30+.

I took the basic service only, I got surprised bill saying I have made long distance call. I never know there is long distance service available to my home phone. So, I called them and they told I made long distance call for 41:00 minutes. I do not event get 5 minutes free time at home and they are telling me I talked for 41 minutes. Ok ! fine then I asked how could it be possible that I have long distance activated in my home phone. I got another surprise, each basic Rogers home phone comes with long distance facility. Ok, could I block it. No ! No ! No. The provider is not Rogers so, they cannot block it. Ok, how could I reach the third party to block it. You cannot reach them. Surprise! and surprise! and another surprise! is you can only block it if you buy a long distance provider either from them or any third party! Imagine how they are trying to cheat people. They are feeding me that I do not want to. I was upset and called for cancellation ! Another surprise! I will have to pay for my remainig 7 months @$20 even my monthly bill is lower than that. How could I make the line to stop them treating me like this way? Please help me.

I have my rogers account for the past six going on seven years now i am disabled and i pay an average of $200 dollars amount for my services with Rogers including phone/internet and cable T.V i get paid every month and i pay always the sum or more i stated to you. i am tring very hard to clear up any little out standing amount to the best i can but its hard but i do try my best to do so.But i did fall behind and due to my billing cycle i cannot help it but i do pay at the end of every month. I am always getting calls from their credit department asking me when i pay i always tell them the same anser but then they want more and more i try to reason with them but then they threaten me with lost of services each month they never want to listen even though i had this account many years with them. Sometime i lose some of my channels and have to call and argue with them and plead o put them back on. I feel this is bad buisness practices on their part it seems since Ted Rogers died they have become very greedy company who simple does not care about their customers but only the money i think something needs to be done about them and stop this harrasement to people who do pay even a major part of their bills each month . So please take this complain serious im sure im not the only one this happening to and please take some action against them to stop this thank you

the tv shows that are on demand do not get updated enough. usually you can watch a show three days later but lately its over a week.
now they have disabled the fast forward so you cant skip parts if you want. why dont they just leave a good thing alone. I hate Rogers.

I called Rogers to book for a move August 1, 2011. I was told that the first available day would be August 9, 2011. Well...my fault I didn't call sooner but ok. Then August 9th, I found out that they had CANCELLED my services. I was being billed for early cancellation of my contract of $981. I spent about an hour on a pay phone talking to Customer Service. I assured them that I did not cancel my services, I had moved and wanted the service TRANSFERRED to my new address. The rep gave me a case number, said that he could not authorize such a large amount, but a supervisor would be able to do this. He said it will take up to 10 days for it to be off my account. The phone cable and internet were installed later on that day. Oh...did I mention that they changed my phone number and didn't tell me. I went to make a long distance phone call...couldn't make any long distance calls - because I owe them $981. After another hour long phone call to Rogers, this customer service rep assured me that this matter was taken care of. I still can't make long distance calls, but she would send an email and I should be able to make long distance calls in about 48 hours. She advised me to go out and purchase a long distance calling card. So today, I'm watching tv...lost my cable and this $981 charge is still on my account. I really don't know who to talk to at this point...3 different customer service reps have assured me that it is taken care of and it isn't. If you ask to speak to a supervisor, apparrently they don't have supervisors. They tell you a supervisor will call you back in 48 hours and you never get a call.

Does anyone have any suggestions how to get this rectified? I'm desperate!

My mom had a cell phone with them over 3 years ago which she lent out to my sisters boyfriend. He racked up a large bill that went unpaid for a couple of month. As soon as she found out there was a bill outstanding she paid it off and cancelled the phone. A couple of weeks ago she went in to see about getting a smart phone from them as well as one of the ipad things. They told her they would not sign her up for a three year plan with both items due to the over due bill from years ago that went unpaid for a couple of months. They told her she could get one of the items but not both? weird I know, so she went to another cell phone company who were more than happy to sign her up and offer both items rolled into one plan for her. She then called Rogers to try and clear this up so if she ever decided to go back with them that she wouldn't have this embarrassing issue. They flat out told her she was out of luck and when she requested to speak to a supervisor they said no and no was final. I think this is a ridiculous use of power and will be searching for a contact number higher than those published on the sites as she should not be thrown under the bus with their customer service reps. If you have any advise on how we should proceed that would be most appreciated.

Thanks.

im battling canver right now been with rogers cell phone 4 ever mainly pay as you go but the last while my son turned of age to sign a contract on his own yes bills were paid now im battling cancer i am on wsib waiting for a settlement i dont no the last time i contacted rogers but 2 cell phones deactivated but now the bill is ot ragious you get tansferred everywhere in that dept there are a few nice ones but ive tried to make payment arrangements the one arrangement iwas 2 days late i was hospitalized when i got out i tried my cell for emergencies only didnt wor deactivated then you keep calling and begging for hep then you get a rep stating no you listen to me the others are wrong the payment is higher then ever not being used and yes my son had bad luck with blackberries broken easily front screen lost 2 stolen then id put a new one added to my account rediculous price and they said new they were refurburshed i have a chip nokia its under his name but im added his mom the cell phone was his only connection to me and his friends now im dying he is clinically depressed and i have nothing right now im fighting to stay alive but it would be nice for someone to do something nice for us the customers he no longer has his phone i have my cheap nokia i hope to live until my fundraiser july 23 2011

was approved had to go to store to varafy my id I was told to fax in they refused it as well. I am taking to loss provention team of Rogers and Fido. I have a account number here now I am tired of this bull crap they want me back as a customer I cant get it on contracted phone nor monthly with out passing the C Check. Anyhow I am getting a Blackberry 8800 with simcard and charger and so on I am going to go pay go they better not touch my pay go when I do this or they be taken to better business agency.

I'm getting tired of this. Rogers own terms and conditions state they are not throttling downstream traffic, yet I'm only receiving less than 1% capability in the service that I am paying for. This has been tested, replicated and confirmed in Rogers own labs by their own technicians, yet their Execs tell me in a letter outlining my complaints there is no issue, but yet I can prove it by way of speedtest:

»www.speedtest.net/result/1283265070.png (3.13 Mbps down, 1.20 Mbps up)
»www.speedtest.net/result/1283266718.png (3.18 Mbps down, 1.51 Mbps up)
»www.speedtest.net/result/1283267850.png (3.98 Mbps down, 0.98 Mbps up)

This is hard-wired to the network with no other devices active. This is on my supposed 75 Mbps service! Add to that the garbage SMCD3GN that we are forced to pay for that they have NO resolutions to the issues that plague it and enough is enough already. Every single one of Rogers Internet customers should be filing complaints. Let me know if you'd like some Exec's email addresses and I will be glad to help you out!

I can also point you in the right direction to file complaints with the correct organizations that will make Rogers stand up and take notice or at least have to provide detailed answers other than "we see no issues on our end."
Rogers Execs emails:
terri.[protected]@rci.rogers.com; michael.[protected]@rci.rogers.com; brian.[protected]@rci.rogers.com; ken.[protected]@rci.rogers.com; robert.[protected]@rci.rogers.com; liz.[protected]@rci.rogers.com; shelagh.[protected]@rci.rogers.com; jenny.[protected]@rci.rogers.com; john.[protected]@rci.rogers.com; stacey.[protected]@rci.rogers.com; [protected]@rci.rogers.com; brian.[protected]@rci.rogers.com; nadir.[protected]@rci.rogers.com; [protected]@rci.rogers.com; matt.[protected]@rci.rogers.com; tom.[protected]@rci.rogers.com; [protected]@rci.rogers.com; dexter.[protected]@rci.rogers.com; ted.[protected]@rci.rogers.com; edward.[protected]@rci.rogers.com

CRTC Execs:

[protected]@crtc.gc.ca; amy.[protected]@crtc.gc.ca; konrad.[protected]@crtc.gc.ca; tina.[protected]@crtc.gc.ca; caroline.[protected]@crtc.gc.ca; karl.[protected]@crtc.gc.ca; chantal.[protected]@crtc.gc.ca; len.[protected]@crtc.gc.ca; gerry.[protected]@crtc.gc.ca

Competition Bureau Execs:

melanie.[protected]@competitionbureau.gc.ca; paul.[protected]@competitionbureau.gc.ca; john.[protected]@competitionbureau.gc.ca; lisa.[protected]@competitionbureau.gc.ca; douglas.[protected]@competitionbureau.gc.ca; lisa.[protected]@competitionbureau.gc.ca; ron.[protected]@competitionbureau.gc.ca; pierre.[protected]@competitionbureau.gc.ca; mollie.[protected]@competitionbureau.gc.ca; vicky.[protected]@competitionbureau.gc.ca

CCTS:

[protected]@ccts-cprst.ca

I got charged for $5 each of "23687 Solow" spam message, and total of $25 for 5 spams. Rogers sent me a bill. So I contacted rogers asking for refund, rogers said it collects money for Solow, let me contact Solow. This is very outrageous. I said, I pay rogers fee, I use rogers service, and I got bill from rogers, why I cannot contact rogers to resolve this issue, rather, you want to pass the ball and let me contact tihs spamer Solow. Rogers CSR showed very impatient and said they cannot do anything about that. So, I complain here that if rogers would help spamer to collect spamming money rather than help its "valued" customers, I would seriously consider that Rogers is part of spamming.

I have received assurances from Rogers for the past 5 months that access to the internet has been turned off on my daughter's cell phone. For the past 5 months, I continue to receive "data" and "music" download charges. Rogers keeps claiming they have fixed the problem, but this is not true.

Now I am receiving bills from Gameloft Guild - but when I phone the toll free number, they can't tell me who or how this subscription was activated. Rogers also claims it is not their responsibility; neither accept responsibility for something (internet access) that was "shut down"

Rogers, you have lost me as a customer and I will blog this complaint everywhere.

Roger's business practices related to cancellation of services is a major problem. I cancelled cable/internet services a few years ago by phone and then subsequently returned their equipment and was told I had a balance of .01 which I paid. I relocated overseas and then a few months later I started to getting harassing collection calls from them on my Vonage internet phone, many of which were in the middle of the night for me. They claimed that I did not provide notice of cancellation and that I had an outstanding balance. I told them to forget it and I would not pay as I had notified them and had returned their equipment with no outstanding balance reported by their staff. I subsequently was harassed for some time until I took the matter up with the CEO's office whereupon the service charge was waived. I thought the matter was over but it resurfaced several months later with a collection company. I again had to call the CEO's office for action.
Fast forward to yesterday where I again decided to cancel their service. This time I went to their retail outlet to get a confirmation in writing that they had been provided notice. They are not allowed to take cancellations there for some reason (only sales). While, I was there it was sad to see a women returning equipment for one of their parents who had passed away and she was told that they would still be charged for a month until they formally cancelled. I went on line to try to cancel but that is also not allowed by the Comapny. I then had to do the dreaded telephone thing and had to go through two humans to give notice. I requested an email confirmation but they sell internet but don't use it to do business (except sell). I asked for a confirmation number but they don't provide that either. The best I could get was a name and a workload order number.
In the course of dialogue with the Rogers Customer Service, I complained about the notice requirtement and suggested that when they get their equipment back that they should close the accouint with no notice required. This was reasonable business practice consistent with other utilities and organizations. The person indicated that it was the norm in the telecommuications industry --- i.e., one of the pat bs anwers they are provided. This is absolutely not true. The practice of my new internet provider is 2 or 3 days notice (just enough to process the work order). I also cancelled my Vonage phone on the same day and they require no notice at all. In fact, the Vonage representative indicated concern that I was leaving and offered a month's free service so that I could avoid having to make a subsequent partial month payment to facilitate the transition to a new phone system. What a difference in service.
My concern about Rogers practice is as follows. There is absolutely no way that I would ever accept their billing and cancellation practices (several years ago in a billing dispute, I had to threaten to throw their services out of a building that I controlled to get them to back off). They will always address my particular problem but continue to rip off others. The problem is that most people don't have either the time, clout or inclination to fight them over inappropriate charges. Young people who can hardly afford it are the ones really getting ripped off by their practices. Consumer protection regulation is unfortunately required to address the practices of this company which are notorious in Canada. The other is through public forums that educate people about their poor and predatory business practices.

On Sunday March 6th around 1:30pm my fiance and I went into the Rogers video in Millrise. After picking a few movies we waited in line to rent them. The girl at the till already showed us a demeanor that she was "not wanting to be at work", she asked us for our card, or i.d.. I handed her my drivers license since the account is under my fathers name (whom we live under the same roof as). She asked the normal questions then informed me of three late charges on the account. She then told me in a rude tone (which was present for the rest of our visit in the store) that I have to make a new account for myself. Surprised at this, since my father and I have always used the same account I asked her why this is, she snapped a response back and informed me to pay the three late charges on my fathers account, because of her tone I denied to pay these fees (had I been allowed to use the account like I have in the past, I would of cleared up these charges without a issue) and told her I would clear up the difference with him. She then snapped back "Well if thats how you want to be." I said nothing for the rest of the transaction.

I as a paying customer Do not appreciate being talked to and treated like a child. Unless this girl (Danielle the assistant manager) is spoken with and I am provided with a written apology, my family and I will be renting movies from Blockbuster and will tell our story to everyone we know.

It was not the fact that we had late fees to pay, or that you have rule that need to be followed, I had no problem with creating a new account, it was the tone and the lack of respect that I received from this individual.

Please feel free to contact me at [protected]@gmail.com

This is so ridiculous...they offer you an opportunity to win an iPad and then enter your cell phone number into a system that sends out daily trivia questions to you and charges $2/message. Even though we didn't open the messages or message them back, we get charged. So now we've got a $58 charge on our phone bill that we have not authorized.
How the heck does Rogers get away with this crap! Do they have no monitoring of their

Hi my Name is Wilda Everett Cell phone no is [protected] i have been charged $81.03 for charges that i never put on my phone and would like to be credited with $81.03.I have a seniors plan for $15.00 a month which is all i can aford.
My name and address is Wilda Everett 55 Kingsley Crt Apt 17 Fredericton NB E3A 5a3 i would be very pleased to have this handled as soon as possiable please thank you Wilda

We have been using rogers for over 2 years now and have been less than pleased with their service. A couple months ago, after been fed up with slow speeds and constant drop outs we decided to call rogers for a solution. A technical support employee convinced us it was our crappy router and suggested us to get their all-in-one modem/router for an extra $1.50 a month.

After the first bill the next month we noticed that we were going over the 60gb monthly limit, something that we never encountered before. After months of carefully monitoring our bandwidth and even sometimes avoiding the internet completely in fear of being charged, I was still shocked to notice we were going over the 60gb limit.

Searching the day to day usage, I noticed that one day 18gb's were "donwloaded". Easily 16 gigs more than normal. This was the same day I was trying to watch a movie on the Play Station 3 that I transfered over from my laptop. I had trouble getting the sound to work so I had to transfer this 4gb file over several times. I didn't think much of it because it wasn't useage.

After multiple calls to Rogers who explained to me something that I already know, how "transfers on the same network are direct transfers and don't count for bandwidth because it had nothing to do with the internet" (DUH). I insisted that because it was a modem/router, it was incorrectly mistaking a LAN transfer for internet usage. Essentially Rogers charged us 18gb's of bandwidth for ONE file (putting us over our monthly limit). Moreover, this explained why we were always over our limit because we transfer all kinds of movies/songs to our Playstation.

After he talked to his boss, who talked to someone else who talked to the guys that runs the servers, they informed us that it does indeed count as useage. Frustrate and busy with other things, I called back the next day and within 10 seconds my overage charges for the past couple months were refunded.

I was wondering if anyone else has any similar problems with the *** all-in-one modem/router and I wonder how many other people are being unnecessarily charged because they share/transfer files in their OWN network. Also, isn't this illegal?

One month ago I called rogers to cancel my cell phone, the customer representative let me change to prepaid phone and didn't talked about any fee. Based on their pirate rule, I need one month to do this transfer. After they got one more month fee from me, I called them today. They told me there is $50 fee for the transfer, it is definitely a trap. They know me will not accept it, I just canceled my service with Rogers, but they will charge me another month fee based on their pirate rule. Why does Rogers like to make this kind of money by setting traps and cheating acustomer? Is there some kind organization to protect us from this kind of cheating company?