Rogers Communications
Reviews and Complaints

My name is Roland Dugas and i have been a Rogers customer for the last 30 years. I'm 66 yrs old with a very tight montly budget. A fews weeks back, Fido offered me a new phone and a good deal which i accepted. Last week i called Rogers for information on my recent bill which was resolve. While on the phone Rogers asked me if i had a cell, i told them i had 2, one with fido and another with no line. They asked me if i wanted to change to rogers since i have an account with Rogers. I said depends on the deal and possibly having a second line on my other phone. ... They offered me a good deal for which i was satisfied. 55$ for my new phone and 45$ for my second phone. I accepted.

1. First complaint: They gave me a new number for my new phone that i did not request, huge headache. Found that out at Rogers Office in Bathurst NB. From there i called Rogers and requested that i they could get my old number back. They told me to wait 90 min. and that i would receive a message asking me to answer yes in order to keep my old number. I have never received that message. Instead i received a message that because i did not answer yes and therefore they could not change my number. Ok i will keep that number, i have no choice.

2. Second complaint: Yesterday i received a bill from Fido for 155$. I believe that Rogers never cancelled my Fido account and that they did not buy out my Fido contract. Now what do i do. I have stress over this situation and i am out of options. Did Rogers buy my contract from Fido. Have They cancelled Fido. Do i still have to pay for my upgrated phone from Fido.

3. Third complaint: It took me 3 days to write those complaints because of the stress that this situation have cause me. Hopefully you can solve those problems soon. Roland Dugas account no: [protected]

I had problem in billing. My promotion discount was not applied accurately. I have called rogers for 7 to 8 times and they keep on transferring my phone call from one department to another then they finally hung up. I am on phone from last 4 and half hours. Another issue is regarding my phone protection was promised to be free for first few months but still i am getting bill. When i visit store they say i will see adjustments in next bill but no adjustment in last 6 months.

today 4 hours on phone made me feel frustrated.

I have spoken to three different people at rogers . All gave me different information. I asked if there was an outage and they claim NO . Then all different people tell me different information. Now your all using the same system and access the same information. This being said many areas are without service which sounds like an outage to me . And I am done with Rogers . We are changing over to Bell ! As my daughter who lives down the street has no issues . I use bell at my office as well no issues . Something definitely wrong with rogers and no one can answer a Simple question what’s going on in the area ! Don’t use rogers of your thinking about it as their service literally sucks !

I have a bulk account in my building that I'm trying to reactivate, I'm on hold now for one hour and 30 minutes and I got to talk to 3 agents that put me on hold until they work on my account just to find out that they dropped my call and I was back on line on the general customer service line..still on hold as I'm writing this.

This is after I spent days on the phone to try to figure out why I cannot get the cable channels working on my current account.

I guess that if there was not some bonus involved for a new customer there is no interest whatsoever or responsibility for Rogers Customers.

At least do not keep saying that you are fully Canadian customer services. this is really a shame!

I have a pay as you go account and Rogers charges me $.70 for every promotional message that Rogers sends me and every spam message that I do not pick up. This depletes my account very quickly with very little actual usage myself. Rogers allow no direct contact with an agent and the only contact provided is to obtain account balances, top up or buy new products.

Currently moving into a condo unit (expensive unit as well as it is at Friday Harbour Resort in Innisfil Ontario) which has advised that they have an agreement with Rogers so wifi is included in my condo fess, I have now contacted Rogers three times in 2 weeks to try to set up an appointment to have them come set up my wifi but i have been told i need to "set up an account" for my unit. I have been given the same response "we need to email the address maintenance department to put your unit in the system so we can create an account - should take 24-48 hours (this was on Sept 23) I called back 48 bus hours later (Sept 27) still no email response and was told the same thing, called back again after another 48 hours (Sept 29) and same response with now an apparent third email sent to the "address team", well now Im moving in and dont have wifi and cannot work yet I have paid my condos fees/wifi for the month. So im paying for wifi that I dont have because a "address maintence team" cant respond to emails from 3 different rogers sales agents. I also pay for my parents rogers home bundle for the last 5 years and I will now be cancelling that service as this is just ridiculous. I was told there is no one from that team to speak to and to call back again in 48 hours.

Signed up for Ignite service on September 13, 2022 and was told I am eligible for Disney Plus for six months. Rogers was suppose to send me an email but still have not received an email and my Rogers account says I'm ineligible for this service.

Called on Sep 16, 2022 C180370575 and have had no response

Called on Sep 19, 2022 C180456529 and was told I would be eligible in 24 hours. Sep 20th no email to setup Ignite TV

Called on Sep 22, 2022 I1892672184 told I should be eligible 7 days from the Sep 19th case call.

Sep 27, 2022 7 days have arrived and I still did not receive an email.

Super frustrating could someone please explain why this has not been resolved?

I have an open repair request since August 22, 2022 regarding my Rogers home landline - cable, not wireless. I have a particular problem when I try to call a specific other Rogers home landline number in that they can hear me but I cannot hear them. It is not a standard one-way voice situation as the party on the other end can call other people and I can also call other people and hear them just fine; I can call this same party's home landline number from my cell and everything is normal. This same party can call me from a cell number and everything is normal. There have been random incidents as of late where someone tries to leave me a voicemail message but I cannot hear it; I tried calling from a different landline yesterday to try leaving a message; I got cut off half way through the message before I could leave one; I am unable to call Rogers on my landline using the 1-888-ROGERS1 as it doesn't connect after calling; therefore, I use my cell phone to contact them regarding updates. Both the other party and myself went and purchased new home phones in the event that one was faulty; still did not help. Every now and then I get the same text message apologizing for the delay and that they are still working on it. I call at least once a week and each time the new person on the end generally states "oh, this is from August? We are usually able to correct within 48 hours; I will escalate this" Each time I call I ask what do "the notes and date entries show on the service log reflecting what you have done to try and fix the problem"? I am only give the answer, "we are working on it" but won't give me details. They insist they don't need to come to my home and test the hard line coming into my dwelling. It's been over a month yet at no time during my communications has it even been offered from them to give me any kind of accumulating credit for not having a proper working service that I pay for. I am pretty certain my request gets looked at and then gets dumped back in the queue for the next person as no one knows what to do to fix it. This particular party is my elderly father who I call several times a week; he has a hard time with clarity on a cell phone and is one of the main reasons I have retained the home landline as he is able to hear much better using it. A generic automated updated that someone hits send every week and to appease a client is not a course of action. I have 4 other services with Rogers besides this one and am almost ready to contact retention and end my accounts with them after over 30 years of being a loyal customer. If anyone has any suggestions of what they might think the problem is I would be happy to hear them as maybe one of you has the answer. Thank you for listening.

Despite changing all 3 of our cell phone settings to reduce data usage I am constantly being charged overages. One of my lines (mine) is only personal use as I have a work phone thru another carrier. Two of the lines work from home, the other is my 13 yr old's and have the infinite network with boosters. The wifi seems strong for the most part but I assume because of these $640 data overage charges, it must get dropped a lot of the time as we don't really go anywhere outside of grocery shopping and the in-laws (which we use their wifi if needed). So where are these overages coming from? We receive the data usage Texts and never respond with "GO" so how am I being charged overages if I am not authorizing them in the first place? I spoke to a call center 2 weeks ago and they "launched" a fraud case. Said they would follow up the following week. No call, no email. I called back and spoke to three more today to be told the fraud case was closed. Finally got a manager who I recorded basically saying their system data is accurate and shouldn't be questioned. I explained that there have been billing errors in the past that were fixed ($5516 in overages were charged in the last 18 months. After arguing, I had $2k of it reversed and now I am fighting for the rest! He reviewed my file and said that it was regarding text and phone charges, not data (like in this case).There was "nothing he could do", I just had to pay it. I recorded the whole thing. I have since filed a CCTS complaint form and will try to go thru the ombudsman, but really? I can't believe what we have to pay for communications these days. All the networks are owned or will be owned by either Bell or Rogers. What a farce. Where is the free market? Where is the value? More importantly, where is the customer service? Since when was the customer always wrong?

9-9-22 BRANTFORD, Franklin Street - I have had very intermittent Internet service since July 2022. Since Aug 18, 2022, I have logged over 17 pages of outage details, including hours of phone and chat calls to Rogers, 4 house visits by technicians, conversion to "Ignite"... My internet service is still on/off every few minutes. I work from home, on computer and I have lost over 30 hours of work in the past 3 weeks! The latest technician today, told me it is an area network problem.

Rogers! Are you listening? FIX THIS NETWORK!

On August 2nd, we chatted in to see if we could add a line on my shared data plan (I am a preferred customer) for my boyfriend. I have the chat transcript saying we wanted the $45 10GB plan, and he said he could give us $45 25GB plan so of course we took it. He also said there would be $0 setup fee and a free sim sent to us. No issues.

We chatted back once the SIM came and everything was great, they ported over his phone number and everything works great. I confirmed we would have $0 setup fee, they confirmed.

We get the first bill and voila! the plan was a $90 plan they set us up for, and charged us the setup fee. I am currently in a chat with Dodzi from Preferred Support at Rogers and this one is telling us too bad so sad it's because I am a preferred customer and it's too bad no one told me it wouldn't "work".

Well, they had no problem adding the line so the fact that it didn't "work" is on Rogers, not us. I have a written verbal contract and have no problem going further. I have plenty of time on my hands.

I have been a Rogers customer for almost 20yrs now. Multiple phone lines. Recent experience with call center is quite a surprise. Traveled to New York on the 8th of Jul, huge inconvenience on both travel and work related events due to no phone services. Net work came back on the second day. But was on and off for the next couple of days. Called customer service mentioned about roaming charges when I didn’t get a full functioning cellphone service. The rep said I should have called technical support team. I asked how can I perform a call if there is no network. He said I should have found a place that provides free Wi-Fi and call them. Are you kidding me? I spent all that money and traveling in US to call Rogers Tech support and paying for services I didn’t get to use? You have no idea how much potential loss occurred because of your poor network on this round. Now you blamed on me for not calling the tech support? Nice try! What a stupid logic! People be aware of this If you are someone considering Rogers.

On August 15th Wasabi Ali came to my door to sell me in a great package. For $119, I could get tv, internet, ho e phone and HSM. I would also get all cell plans associated with my home address at $35 for 25 go of data.

When the contract documents arrived, I noticed that HSM was not included in the $119 price and reached out to Wasabi Ali via text message and he stated that it should be included. I also asked about my cell phones and he asked for both cell phone numbers and Rogers account TD to make the adjustments. I kept checking my account and no adjustments for either cell phone or the HSM. Although I have this conversation in text messages, Wasabi Ali is denying the deals he presented me but has also said he made a mistake. So I signed a contract based on false information from the sales associate and I want the a corrected asap.

We depend on RSHM for our home security and protection. On May 1st my wife accidentally entered in the wrong which turned out to be the duress code.

Unbeknownst to us Rogers was notified and police were contacted. HOWEVER, Rogers received the duress signal at 11:22:13am and attempted to call the police 9 seconds later but did not make contact until 11:49:55am.

Police arrived shortly after 12:00pm to check in on us. The policeman confirmed that they did not receive the call until 11:50 and expressed concern as they were aware that almost 30 minutes had gone by before Rogers contacted dispatch.

When we signed up for this service we were told that in an emergency that police would be dispatched immediately. This was far from the case. In speaking with Rogers following this event I was bounce around 5 different reps and was not able to get answers as to why it took almost 30 minutes to make contact with the police. What I did learn is that Rogers uses a public telephone line to contact the police and there is not alternative when the line is busy.

Despite the false alarm, I believe we have been seriously mislead and Rogers has not live up to the service expectations they have set. Had this been an emergency someones life could have depended on their response time. None of the 5 people I spoke seemed to care. They stood behind the fact they made the initial call to police 9 seconds after the duress signal was entered as doing their part. But it isn't the call that's important, it's making contact that counts.

I called on July 17th, told the address was not in the database, they would setup. It took 6 more calls to get this moving, done on the 17th, then I needed a background check, took a week, then a week to get on the schedule for the 8th. On the 8th, technician showed, said he did not have the right equipment, was going to show on the 13th, never showed. I called Rogers and they moved to the 14th. I got a call morning of 14th that weather was bad and he wanted to reschedule. Appointment was 12 to 5, weather was fine by 1PM, He rescheduled to the 22nd anyway.

I started this process back on July 17th because we have Ukrainian refugees living in the home and they need internet to communicate, we are still waiting. I can understand no install in bad weather but weather was fine during install time and appointment still got moved out another 8 days.

Got bounced around both their phone service and online chats at least a dozen time each time. Was on chat for 2.5 hours at a time.

Horrible customer service to get access for internet which Rogers has monopolized in our area in New Brunswick

Went to this Rogers store today ( Aug 5 2022 ) to add a line to my wireless for my son's 13th birthday present. When I got there, the doors to the store where locked and a sign asked to scan a QR code to be placed in line. There was another customer waiting and myself. I scanned and did what was asked and waited. Today the humidex was sitting at 35 degrees so it was uncomfortable to stand outside. Looking into the store I noticed 2 workers and 2 customers. I thought that it did not make sense to have customers wait out in this kind of weather when there was plenty of room in the store. But I waited and about 15 -20 mins later I was let in. As soon as I came in I asked why this store is making people wait outside in this kind of weather. The answer I received was that it was the store policy. I commented that maybe they should change the policy in conditions like this. I was told that there is nothing he can do about it and looked away from me. So, I felt that was not an answer that was respectful I commented that although the employee had his rules to follow, he should be thinking outside of the box and gage what the situation is and maybe ignore that rule. His answer back was that the policy is to avoid theft in the store. Ok, so they have theft problems, but is that the customers fault? I let him know that maybe the store needs to hire security if theft is a big problem and not punish the customers who want to give them business. That was my conversation with this employee. Then a second employee started to take care of my need , but since I was upset I asked who the manager was and I would like to speak with them. He told me that the Manager was not there at that time and tried to can her to no avail. I then ask him to take my number and have her call me when she has time which he did. WE then started to work on what I needed and something in their system was not allowing them to add a new line and a message would come up and ask that the customer ( me ) call a number that is for the verification department. I called the number and waiting about 7 mins before they answered. They asked me why I was calling. I told them that the store people computer ask for me call them. The person on the phone then said OK, I just text you a verification code. Problem was , they sent it to my Rogers phone which I did not have with me. After telling me that they could not do anything I did yell and told that I can verify who I am in store with multiple identifications. With a huff, the person on the phone said " ok, what's your postal code, what's your birthdate, what was the last bill you paid and what is the last 4 digits of the visa you used to pay the bill. I complied but at this point was getting a bit upset and I commented that I will not give him my password if he asks. He then said , ok, the verification has gone through. So the store employee went back to the system to try again and again it said the same thing to call a number for verification. He call his support team and they had the same problem and informed him to ask me to call the verification people again. I again called the verification number and waited about 15 minutes before someone answered. I explained what happened and he said again I sent a message to your phone which I explained that I do not have that phone and please send it to the phone i was using, but he said he can not do this. So again he asked me the same questions as before. After he said , ok it's done so I asked if he can stay on the phone while the store employee can try again. Employee was tryng but it still was not working. All of a sudden the first employee come to me and says that he has to leave and the employee needed to take a break. He was very stern about this and I said that we are almost finished and that the verification people where on the phone trying to resolve the problem. He again ask me to leave the store for 20 min until his manager comes back who by the way, second employee told me that she was at Vaughan Mills which I guess was shopping or something else. At this time I was angry and told him that it was not right to do this to customers , that the problem has to do with your employer and his manager and had nothing to do with me. The store shows that the it closes at 7:00pm. The time was 6:20. He insisted that he had to leave and asked me again to leave the store. I told him that what he is doing is not right and that he need to treat customers a lot better then this and I left and waited outside in the 35 degree heat. About 10 minutes later, I saw the store manager arrive so I went to the door to speak with her. She closed the door in front of me and ignored me. I waited a little longer and I knocked on the door. She came out and basically told me that I was rude to her employee and that she is putting a note on my Rogers file and that I should go elsewhere for my phone service .

First of all, the first employee that I complained to looked upset that I complained. It also seemed that he wanted to leave early for some reason although it was not closing time. He told his manager that I was rude and yelling which at one time I was yelling at the verification people. The worst part was that the manager did not verify with me what happened before she told me to go elsewhere. Bad management. It was clear that the manager was supposed to be there earlier so this employee could go home early. He was clearly agitated about this and took it out on a customer.

Rogers should think long and hard on how they train their employees. AS an owner of a business, I would not have my business if I treated customers this way.

Sorry Rogers Store, but you are clearly in the wrong.

Thank

For the last time, stop harassing me or I'll bring this to court. I don't owe you anything. My account has been closed since January, the equipment returned but because of some stupid incompetent people in your organization, you lost it in your warehouse. Not my fault.

So for the very last time, close this account and stop harassing me. I have the personal email of Martha Rogers. One more email and I will forward her my complaint.

Regards.

Isaac Wells

Account Number : [protected]

My girlfriend went to store to pick up her phone. I accompanied her to the store. We were serviced by a female worker who was training a new male worker. This other Male worker decided to butt in and take over. We had gotten the device, and had denied the extras 2 times, such as the screen protector, case, and block. This new male worker asked 2 more times, then pressure insisted a 3rd time, at which point I said we have said 5 times now we're not interested. He became very aggressive, asking what my problem was? I said we've said no 5 times stop asking, at this point he became very hostile and kicked me out of the store. I complied and walked into the mall, to wait on my girlfriend. He angrily says get out as he starts walking towards me in a threatening manner. I said I am out, and I will wait in the mall for my girlfriend outside of the store, he then continues to walk towards me in a threatening manner, I then said, you do not want to be walking at me like this. He then says I will call security, I replied that's a great idea, what are you going to say, you kicked me out of store for denying, upsells and then making me feel threatened? He then replies I don't want to see your face, is it because I am a trans-woman? His co-workers were embarrassed, my girlfriend was crying because he was stressing her out. The security guard happened past the store, he says nothing to him, because he knows he is in the wrong. This is no way to treat anyone if you're in the customer service industry, he went from zero to enraged in 1 second. He didn't offer apologies to either myself or my girlfriend. He is a horrible person. This happened [protected] @ 3:40

In May, like hundreds of thousands of Ottawa residents, we were left without power and Absolutely No Rogers services for two weeks after the Tornado in May. So I called Support to ask for a refund... Three days... 10 Anonymous Supporters (WE are here to help you) dozens of wasted hours..

THE BOTTOM LINE:

1. Rogers does not believe that there was a Tornado in Ottawa in May...

2. Rogers Techies say there were no outages at all in Ottawa in May..

3. Support person said that even if there were outages which I had not proven, it was an act of God.

PAY IN FULL.

Plus pay extra wireless charges. (I am a 70 year old disabled person with Stage 3 Cancer.. The phone was my only lifeline..

Too bad, you used it... You Pay.

NO APPEALS POSSIBLE.

NO CONTATS TO SENIOR MANAGEMENT,

Surely, hundreds of thousands of people victimized by the Rogers outage. then victimized by Rogers itself would love to hear your response which I shall pot and copy.

May I suggest a Class Action >

I returned a device more than a month ago but I’m getting it charged from last 2 bills. I’m paying my regular bill but every next bill includes the returned device price and late payment penalty.

I have called roger customer care 20 times and had been promised to get a change in 24 hours but yet no solution. It’s unnecessary mental harassment.

Need a solution right away.