Rogers Communications
Reviews and Complaints

A technician came to my rental property in Oshawa on April 25, 2023 to install Ignite Internet in the lower unit, the basement. My tenant indicated the Rogers technician had to access the furnace room, which was locked and I, the landlord, is the only one with the key to access to the furnace room. When I went yesterday to the unit to do a furnace maintenance, I found cables from Rogers hanging unsafely all over the place in the furnace room. when I asked my tenant who opened the door that was locked with a key, he said the Rogers technician unlocked it and accessed to the room. I wondered how he did open the lock without having a key, and access without consent, and then left a huge mess and unsafe cables hanging over. The worst part? Calling Rogers Customer service today 4 times, for a total of 3 hours from 4:30pm to 7:30, being on hold for 2 hours, getting disconnected 3 times, speaking to 12 customer reps (Joe, Joel, Meenakshi, Raman, Syed, Funcot, Joel, Hemal, Ranbir, Kenika, Jay), to whom some were extremely disrespectful and rude (e.g. Ranbir, Jay) and not getting any solution but getting the caller, me, even more frustrated. Ranbir was extremely disrespectful and did not want to transfer my call to a supervisor, but he was right when he mentioned I was wasting my time and he did not want to help me and supervisors would not find a solution for me. Calling Rogers was the worst customer service experience in my entire life.

My name is troy palmer & my services-all of them- have been cut off completely & both myself & one of tour very own employees-more than one now-but the main one-jennifer jones -who at the time of her helping my roommate & myself as we were hacked & the victim’s of identity theft & that we found a whole lot of very incriminating evidence of fraud done & dtilm willfully being done to us by the hands of this company-we have a lot to tell someone that jennifer jones who was in the office of the president position while working with us solidly for at least 11-months was able to discover & really aided us-or so we feel-a whole lot more than anyone is even trying to now-with the exception kf a few very hard working-really great -conscientious people who really wanted to help -please-we implore you to reach iut to us-&-we do not want to speak with rhe current office of the president- rhjs tiung man has been thoroughly insulting & unprecedentedly unprofessional & i’m hoping to speak with anyone whom is willing to listen & look-with me on the phone & on line at the same time to show someone-anyone-who can change things & whom has an enormously large scope &/or capacity &/or authorization levels to do &/or make such changes quickly & as effortlessly & efficiently & as in as timely a manner as possible-simply due to the scope of this massive-massive fraud that’s happening & what seems to be an overtly complicit coverup or a an insanely high level kf stupidity-i’m not quite sure-but im still trying to reach someone ar rogers who will listen-before i go very public with this story-we’d like to give you the opportunity to fix this & make more appropriate decisions & put into effect plans for contingencies [censored] this instead of making this so much worse-we have soooo much to tell the appropriate person-whom will not be the current representation of the office of the president-this tony or whatever his name is-a very unprofessional & problematic young man who is abusing his power in rhis position in a lot of ways rhat i will outlive to the appropriate person-thos individual & how he’s choosing to deal wirh rhis entire situation is putting your company & it’s good name in a great deal of jeopardy-from how he’s refusing to help us or listen to us or have any one else but him deal with us so he can exclusively screw us-keep us quiet…? nope-please call us at the number ending in 7303 -troy’s handset-thank you so much & we look forward to hearing from you as will our law enforcement professionals investigating this company for wrong doing in a rather large scope-in a number of rather off-putting instances all the way from employee fraud such as g. M.’s of your locations opening fraudulent accounts without customers knowledge-consent or authorization-& proceeding to rack up thousands of dollars in charges for five years on these customers accounts & now are literally ignoring these good people & not helping rhem at all to literally making it so no one else can help us-so the actual act of being criminally negligent-but not to just anyone-but to two of your customers-tour very consuming public…? we are shocked & appalled at this type of cut-throat behaviour in a business such as yours-quite surprised are we-& are patiently awaiting an appropriate persons telephone call-thank you so much

I was told I could get internet at my address, I waited days for them to get here only to have them tell me they couldn't hook internet up at my place. I start a new job on Monday and now have no internet and look like a complete idiot thanks to this company. I'll probably loose my new job that I just moved across the country for thanks to their incompetence. Your staff should know where they can and cannot hook up internet not have people wait for days until a tech comes out and says they can't. I look like a complete fool thanks to this company at my brand new job. I will never purchase another Roger's product for the rest of my life after this experience. I tried to file a complaint by calling I was hung up on. The worst experience I have ever had dealing with an internet company. I am sharing this review every where I can so no one else has to go through this and possibly loose a job cause of them.

I would consider myself a pretty patient person. However the lack of knowledge of some of your employees amazes me. I feel like depending on the person you get on the phone or in a store will always tell you different information.

I am a 'preferred customer' and I have been told that I do not pay certain service fees. I went into one of your stores in Tillsonburg over the Easter weekend where I was told by one of your employees he had 3 phones there for me and that he could set my dad up but it had to wait till the Monday. I went in there first thing Monday morning and after waiting 45 minutes while he tried to log into his computer, I was told because I don't live in Tillsonburg he can not help me. This was something his manager (who was there) told him. Yet the Brampton and Orangeville location both told me that they had never heard of that rule before. Then they told me in Tillsonburg that they would charge my dad to help him change over his phone. I had called them and spoke to one of the employees who told me they would be more than happy to help my dad at no cost. My 80 year old dad goes in with his new phone and is told they will need $50 cash to do it. Nice, take advantage of a senior. This infuriates me. Luckily my dad called me first and I told him not to give them any money. When I called to speak to the manager she hung up on me and told me my dad was no longer allowed in the store. Honestly this was the worst customer service I have ever experienced. And quite honestly disgusting they would take advantage of a senior.

Here we go again... I have contacted Rogers three times regarding this issue. The lack of regard for a customer is just unacceptable. Twice I called and was basically lied to.

I started an Ignite Internet and TV account with Rogers, and as soon as my profile was created, I provided them with my banking information for direct withdrawal when the charges were billed. Rogers FAILED to withdraw the funds and ended up charging me $3.92 late fees! Good thing that I went to my account and saw these unjust charges. I called well over two weeks ago and I was told that my banking information has been on file, and the rep did not know why it was not utilized and told me I had to pay by credit card (!) in order to avoid more charges. I told her that my banking information was on file so have Rogers take the money. The conversation was clearly going nowhere and I was forced to make some random payment by credit card. The rep told me I would be credited the $3.92 soon. That never happened. I complained again to Rogers and I received an email that my complaint was "escalated." Again no response and no resolution from Rogers. I decided to contact Rogers customer service again last week. After the torturous wait, as always, I was told that within 96 hours I would be credited the unjust late fees. As of writing this complaint, nothing has been resolved. Rogers is a thief and should be reported to the authorities. The company hopes that the customers with complaints will just go away. I have to suffer because Rogers did not do their job. I enrolled in direct withdrawal, but Rogers failed to withdraw the funds and charged me bogus fees and now they refuse to pay them back.

On April 19th, I returned my Rogers equipment to the Rogers store at 1987 Yonge St.
The next day, I realized I mistakenly included my laptop battery charger with the Rogers equipment.
I returned to the store and was told they didn't have my battery charger.
I find this very curious.
When I returned my Rogers equipment, the staff member carefully catalogued each piece of equipment. He surely noticed that my battery charger was not
Rogers equipment, yet said nothing. He simply accepted my battery charger which had disappeared by the next day. I then spent $80 to buy a new battery charger.
I notice Rogers advertises the staff in its stores are helpful and courteous.
I would be nice if they were also honest.

An account was taken out in my name without my knowledge or agreement.

The account bill was not paid.

Roger's never contacted me, but they did report a bad credit under my name, unpaid account, to the credit agencies.

Upon reviewing credit agency report, I contacted Roger's directly and reported to their fraud department and they refused to provide paperwork or particulars of the account citing privacy issues (there was a different email address and a different physical address on the account). Roger's fraud department refused to remove my name from the account.

Roger's is insisting I pay the bill and at the same time refusing to provide the account particulars, I believe this coercive behavior is known as extortion and it is causing my borrowing rates to go higher causing further financial damage.

I had an ongoing dispute w/ rogers over the roaming costs since the summer. Which I paid.

I was not told how to alleviate some to this until my 2nd or 3rd call in the fall. Which I did, but continued to get these outrageous bills.

At such point I said to cancel the service at the end of the billing cycle (December). I have paid THOUSANDS of $$ in 2022. And the phone was almost entirely shut OFF. I bought a new phone in the US in October. I was a Rogers customer for 20 years. I have an email stream conversation about this. That employee dropped the ball. I wrote cancel the phone at the end of this billing cycle. Since then I've written numerous times. I've called. I've been given numbers that do not go anywhere. There is nowhere to write to them.

I am not paying them for the phone after the December billing.

Hi,

On February 9th 2023, I rec'd a promotion email from Rogers offering me a plan ($40 for 20G) if I would return as a customer. I emailed 3 times without ever getting a response so I decided to call. I spoke to a person named Patrick [protected] ext 9975) and I explained to him that I was interested in returning but that I was in Mexico until the end of March. He told me that there was no problems and that he would keep an eye on the promotion and activate the sim cards before it would expired as this was for the return of my wife and I so 2 phones.

I retuned from Mexico 29 March and the following week I tried to reach Patrick but it was always a answering machine which I left a voice mail of 3 occasions without ever getting a call back.

I again got tired and decided to call Rogers again and with my luck the person that answered was Patrick and without any apologies he simply told me that the offer was over and never proposed anything to me. I was living it but simply said thank you and hung up.

To summarize, I'm an executor of an Estate. Returned all the equipment to store in Mississauga. Obtained Two (2) receipts confirming this at store level by Rogers Associate. Fast forward 4 months, Rogers sells the account to a collections agency WITHOUT sending any bills past the month I return the equipment as final bill stated equipment returned. Eight hours of wasted time on the phone, 9 people spoken with, 4 different departments and the last "Manager" I spoke with hung up on me after I was waiting to be transferred yet again to another department. Bottom line, death in a family is hard enough, following COVID protocols during a pandemic and returning goods to a store during that time is difficult - having a MULTI BILLION dollar company put a grieving family through what it has is outrageous and despicable. I hope who ever reads this thinks twice about trusting anything this company says or promises as they do not care. I'm done - frustration on top of pain is not worth this effort for a company who appears disorganized and disfunctional.

I contacted Rogers Customer Service for several days in a row. Each time I called, I was put on hold for several hours. All I needed is to change the account owner. Simple request. Every time I called, I was transferred from department to department. At one point I begged not to be transferred again because it meant additional two hours on hold. It seemed no one knew how to help me. Twice I was simply hung up on. Can you imagine a representative of a company just hanging up on a customer in order to avoid helping them?! Rogers Customer Service is absolutely the worst! The lack of training, rudeness, and no regard for a customer's time is evident. One day when I was on hold for six hours, and at the end of my patience's rope, I asked to speak to a supervisor. I was told no supervisor was available to speak with me and that I had to complete a form and that "someone" will get back to me in 5-7 business days. Of course, no one contacted me. If this type of customer service existed in any other developed country, this company would be bankrupt. This would never fly in the US. I don't understand why this is allowed. Atrocious, completely unacceptable, and flat-out wrong business approach and behavior.

I have been on customer care calls for hours and even on chat. I received a very unsatisfactory service from Rogers. When I called Rogers the first time to move from Fido, and I told them I wanted a Canada+US plan, the agent sold me a 75+tax per month for which she had applied some promotions to come to this price (although I'm able to see a similar price on the website). Then, my bill arrived to be 380$ and it was billed for two months although I only asked for this plan to be for one month and that I will change the plan after. I was only expecting a monthly bill, the billing system was not communicated by the agent and this has never happened with my previous telecom providers. I have been on customer care calls since, to ask for why there was this much charge. Turns out, the agent made some errors and added additional services I did not ask for. After a long time, they were able to add some credits and manage this. Although, the bill is still not what I expected. The agent on chat said that there are some additional charges and that your bill should be 208 so he can correct it. Now, if you calculate 75+tax for two months, it's around 170, not 208 by any math.

Another concern, due to all this, I moved to a new plan with Rogers for the second month since the bill was too much. I asked them to move to a 40$ canada only plan which they did. Now, apparently the price of 75+tax that the agent promised me was because she applied promotions across two months (this I did not know) - and that these promotions will be cut in half because I changed my plan for the second month.

So after so much time waster on calls and chat, I did not get the 75+ tax price for one month as I was looking for. I received a 208$ bill for two months and they said credits will apply in the next month bill and they will remove promotions for the second month. So for the one month I actually used the canada US plan, I paid more than 100$ which is even higher than what the website says. What was the point of getting on so many calls with the customer care.

Also, when I called customer care regarding my billing issue, they told me that they would solve it via email since they couldn't do it on call. I got no email, had to chat with customer support again.

I'm thinking to go back to Fido now, atleast they are honest about the bill and don't play games like this - add promotions in two months split without informing the customer; don't follow-up on issues raised by the customer; add false charges on the bill and leave the customer to keep calling. Eventhough they are owned by Rogers, might be better at honesty.

I am receiving daily phone calls for an account balance that I am not part of. My ex used my number as his emergency contact and now you have called me every day for 2 weeks. I was polite at first and offered to relay the message to him when he saw his children next. They still called me every day. I am no longer willing to be nice. I asked to be removed. They assured me that they would removed my number from that account and the calls would stop within 24 hours. It has been 5 more days. I have asked at every single phone call to be removed and they have said they would and do not. At this point it's harassment and I'm over it.

4 m ago,2 sells person on behalf of Rogers came at my door.they provide me a very good home internet price.they convince me to terminate my contract with Bell and be a Rogers customer.

I asked them do I need to terminate with Bell right now?

They said :No

We will contact you and Install then you can terminate with Bell.

After 1 week I got a package from Rogers.

I was waiting for Rogers technician.After 3 m I called Rogers .

They said you have 4 m unpaid bills.

I told them no one installed the package

How can can I pay for services that you din’t provide me?!’

I wrote a complaint just a while ago to explain my stressful situation. I hope you have received because I have no way of knowing if you did or not. My name is Suzanne Blanchette living at 105 -2737 Innes Rd., Ottawa ON, K1B 4L3. My email address is [protected]@outlook.com. I can be reached anytime at [protected]

PLEASE CONFIRM UPON RECEIPT. THANK YOU.

I am terminating my contract with Rogers wireless phone. I closed my account as of today March 4th 2023.For the following reasons, multiple phone calls hours of time spent to try and resolve the issue. Total fail! So many calls spoke to so many people but got the same answer, there's nothing we can do? I exhausted every possibility of trying to rectify this ongoing issue. All I wanted is for Rogers to honor the contract I agreed too. The very first phone they sent me was a new Motorola I was happy with everything except they sent me only a 32GB phone not the bigger one I was promised. So, they send me a refurbished 2021 model, nothing but problems battery life was less than a day, had a constant echo, turned its self-off wouldn't turn on had to call Rogers multiple times for help. I would hear a caller they couldn’t hear me or vice versa! many problems for a supposedly new phone. It finally totally died for no apparent reason wouldn't turn on at all a little green android laying on its back with the front Panel open is all it showed, it was completely dead! Called Rogers again this time I'm told no worries, it's covered under the warrantee because it was less than 3 months old, the technician told me they would replace it with a new phone it was covered. During all of this run around I got he said it would be here in 3 to 5 business days didn't show up the Friday it was supposed to be delivered even got the confirmation from Purolator it would be here for sure. Didn't come till Monday? I open it and low and behold another used phone this time they admitted it in the letter they sent with the phone saying "Our Certified Pre-Owned Promise? a like new lightly used device! Your device may contain third party parts?! a 30-day warrantee I paid for a new phone This is the only phone I had! I work with the elderly, and I need a reliable phone and provider! Found out in less than 3 months I made a big mistake going to Rogers. This is not acceptable! I wanted what I agreed too not a used 3-year-old phone they left me no choice but to go with another supplier. I am now with Bell I want my contract dissolved they did not honor their part of the contract at all. I am not paying another cent to Rogers. They are in total breach of our Contract. I did all I could. I'm done with Rogers as of today. They have no right to bill me for anything. I reluctantly paid my last bill that's it. I would never ever recommend Roger's communication of any kind to anyone. Thank you. A very dissatisfied customer. Yes I did report this, out of my hands now.

Recently I have changed to Rogers Connection Mastercard to take advantage of the perk offered by Rogers. Unfortunately, I was told that I can't use the perk offered as the plan I am having is under business. I made it clear to Customer Service many times that my account is personal, and I am using my company's perk.

I also offered to switch my plan to a personal Rogers plan and I was told I have to pay a penalty due to recent a phone upgrade. This is unacceptable and I don't understand the logic. I am not cancelling the line I am switching between product lines to take advantage of the perk.

In the end, I have to end Rogers Connection and go to World Elite.

But I do like to know if I can transfer the line to my daughter so that she can take advantage of her Rogers Connection MC perk. WITH NO penalty fee.

I am writing to express my disappointment with the service I have received regarding the exclusion offer that was made to me over the phone, txt, and email. I was contacted by one of your representatives who offered me an exclusion package that included 110GB / $65. The package was very appealing to me, and I accepted the offer. However, since then, I have not been able to receive the services that were promised to me as part of the exclusion package. Despite multiple attempts to resolve the issue, the problem still persists. This has caused me a great deal of inconvenience and frustration, and I feel that my trust in your company has been undermined. I am extremely disappointed with the way this situation has been handled, as I was promised a service that has not been delivered. I urge you to take immediate action to resolve this issue and provide the services that were promised to me as part of the exclusion package. If this issue cannot be resolved quickly, I will have no choice but to cancel my service with your company and seek services from another provider. I hope that we can resolve this issue and continue our business relationship.

Last night (Feb 14, 2023) I spent 4 1/2 frustrating hours on the phone being passed from agent to agent and being cut off from the Credit Department three times. I was enquiring as to why $70.96 was withdrawn from my mother's account on Feb 6. On January 5 of this year, my mother moved into a long care home. Her account number was transferred to this new address and attached to their Bulk Account. For some reason no one could see the account history of mothers account for her old address and they could not see the $70.96 that was withdrawn.

My time is valuable to me and I can no longer waste my time speaking to staff who either do not have the skill to do their jobs or have not been given the tools to properly do their work. I would like for someone with the authority and ability to deal with this issue to contact me and provide and explanation of these charges.

I have been waiting over 4 hours for a tech to come and hook up my internet, he / she did not show up, this was a schedule appointment by rogers, and a text message was sent to my phone to be home and ready. I was on the phone for over 4 and a half hours to get transferred 3 time and they want me to wait another two hours to reschedule and new time for a tech to come to my house, I work at 5am, and it is now 845 pm, I cannot wait two hours I have to get slept, my schedule appointment was Feb 7th at 4 pm to 6 pm. Like I said no show or phone call, I'm not a happy customer at all, this is not how you should treat your customers.
My number is 416,821, 5611 Ed Lyrette
Thanks Ed