From Customer Care to Rogers Office of the Ombudsman: How we resolve customer issues

At Rogers, we take our commitment to listening to you, our customers, seriously. Not only do we have a process in place for you to voice your concerns and resolve your issues quickly, we’re also the only telecommunications provider in North America to have an Ombudsman to provide an independent review of your unresolved concerns.

In 2012, 91 per cent of customers were satisfied with the Ombudsman’s resolution, according to the recently released Annual Report. As well, the majority of customer cases received by the Office of the Ombudsman were resolved within 30 days.

However, 74 per cent of cases submitted to the Ombudsman may have been resolved sooner by following the Rogers Four-Step Complaint Resolution Process:

The Office of the Ombudsman is the last step in our Four-Step Complaint Resolution Process, and most customer concerns get resolved quickly and efficiently by our Customer Care agents. But in the rare event that your concern can’t be resolved in the first three steps of our standard escalation process, the Office of the Ombudsman is there for you.

Click here to read more of the Office of the Ombudsman’s 2012 Annual Report.

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427 comments on “From Customer Care to Rogers Office of the Ombudsman: How we resolve customer issues

  1. Tom

    I have two issues with the whole process. First, you have eliminated email support. When this was first announced, it was alluded to that customers could now rely on the social media such as Facebook and Twitter to have issues resolved. But when Rogers blocks legitimate customers from using these means of contact because they do not like what they post, email would sure come in handy! It is a shame this was discontinued. Furthermore, email is convenient because the customer can send the email at their convenience and not have to wait on hold over the phone for inordinate amounts of time only to be shuffled from one department to another only to be potentially hung up on and have to start the whole process all over again. You did your customers a disservice by discontinuing email!

    Secondly, I once had an issue and had to contact the office of the Ombudsman because the Office of the President did not follow through on their promise to contact me. It was only because I contacted the Ombudsman that I finally received a call from the Office of the President. The Ombudsman was great, but the Office of the President was leaving a lot to be desired.

    1. Tom

      No comments from Rogers! Hmmmm! I am still puzzled as to why you promote the social media but ban legitimate customers from posting on the social media sites!

      1. RogersNicolas

        Hi Tom,

        If you came on Redboard this week, you may have noticed that WordPress was under maintenance.

        Sorry to hear about your issue. While we did remove email support, we introduced our social media team which is helping customers on Facebook, Twitter and forums. As far as written communications are concerned, you may also be assisted via Live Chat.

      2. Tom

        You missed my point Nicolas. I have been banned from posting on your Facebook page, yet I am a legitimate customer. In fact I have two separate accounts with Rogers and spend a lot of money. However, because one of your social media reps did not like something I posted, the social media is not something I can use, unless of course you can pitch in and help to remove my ban! What is the point of using the social media if you prevent people from posting?

      3. RogersNicolas

        Hi Tom,

        I know where you come from but, before the ban was issued, you had already been asked to review our commenting policy which is mainly based on courtesy and respect. The same rules apply in the Community Forums where you continue to be an active user. Send me us a PM on Facebook and we’ll be happy to review this situation with you.

  2. beck

    I really dont think nicholas should be the representitve from rogers to reply to post, he is often cold and fails to ever answer questions, he is always refering people to look elsewhere for what they requested

    1. RogersNicolas

      Hi Beck,

      I’m truly sorry to hear you feel that way. I always strive to share all the info we have at hand and provide great customer experience. I might refer to Twitter or Facebook for customer support related-questions since Redboard isn’t a Care platform. This being said, I’m more than happy to listen to feedback, if you have anything in particular in mind and will be sending you an email to know more about it.

  3. Joe DAmario

    Please help me understand the rationale behind removing Sesame Street from programming on Channel 100- On Demand.

  4. michelle

    I am getting really annoyed with Rogers services. I have been with Rogers for more than a decade and thought of switching but stayed loyal. Whenever I have issue with customer service have no answers for me.

    Concerns
    I tried upgrading to a new cell phone device because the one I have are giving me problems. My 2 year term ends this month but now they are telling me that I have signed for 3 years which change without my knowledge.

    My rewards program they introduced…I currently have 15,000 points which I can’t even redeem on anything because I was told that nothing is available. Then why have this program if you can’t provide?

    1. RogersMike

      So sorry for the issues, Michelle. Could you kindly reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They can assist there.

  5. michelle

    Hi

    Under this code I just learned….

    •Domestic data overage charges will be capped at $50 per billing cycle

    in regards to this..a couple of months ago i was charged $452 for my data overage. I was surprise to see that bill and called them up. I told them that i wasn’t aware of that charges. I was told that it was used and I have to pay for it. Why is it that i did not get a call no notify me of the situation and just surprise me with that charges

  6. Christopher

    Absolutely not impressed with this company as of today.

    Tried to upgrade my device (which was damaged), have to pay an early upgrade fee – which is fine. Was told that my $55 plan now jumps to $80/month for the exact same features I have on my existing plan. The reason? Apparently the Sony Xperia Z1 (2014 model) is a more advanced phone than my existing one. What a poor reason.

    So after a call to customer relations, I was told by a smug-sounding rep that the best she could do was $70/month. By the way, I also dislike being talked over by any customer service rep like this one did to me.

    So here is some smugness. I will take my Rogers business (cable/internet/wireless). And transfer to another provider. And yes, I can get pretty much the same wireless service from another provider, for very close to my current $55/month. Let’s face it, all companies are the same, but Rogers seems exceptionally poor when dealing with these issues.

    1. RogersMike

      Truly apologize for the experience, Christopher. When upgrading to another device, you would need to change to one of our Share Everything plans. If you’d like, feel free to reach out to our customer service specialists on Twitter @RogersHelps or on Facebook.com/Rogers for additional assistance.

      1. Christopher

        RogersMike, it just goes to demonstrate that Rogers has no interest in holding on to existing customers. When a plan jumps from $55 to $80 for no reason, then I’m treated to a rude experience by one of the Customer Care team, it’s time to move services elsewhere. Loyalty department wouldn’t even get on the line with me – told the agent at the call centre that they had nothing to offer me. I doubt that a Rogers rep from twitter of facebook will change anything.

        Share Everything plan? What am I sharing? I have one wireless device.

      2. RogersMike

        Our social media reps are pretty amazing, you should definitely reach out to them before you make a decision.

  7. mary joy moore

    I have had several issues with Rogers,since I signed with them in August,2010. In March 2015, I was so frustrated that I sent a Registered letter to the office of the president. Rogers has not even bothered to aknowledge my letter. My next step is to go public. Joy Moore

    1. RogersMike

      Our customer care team would be happy to look into the situation to find out what happened with the letter. Please reach out to them on Twitter @RogersHelps or on Facebook.com/Rogers.

      1. mary joy moore

        I don’t like doing things on facebook and don’t have a twitter account. How do I talk to a live person?

      2. RogersMike

        Sure, I can have someone contact you. I’m going to have the team send you an e-mail requesting contact information. Hope everything gets resolved quickly!

  8. Breigh

    Hello, there is an issue with my bill and Rogers keeps calling saying that I owe 1037.40 for the phone I apparently didn’t send back and an added charge. I am not paying this as I sent all devices I have, back.

    1. RogersMike

      Good morning! I’d recommend contacting our customer service team on Twitter @RogersHelps or on Facebook.com/Rogers – they’ll be able to investigate the situation for you.

  9. Eleonore Heidinger

    The Rogers Online Protection key has expired!!! This has been going on since April 24th, 2015 and none of your Rogers TechXpert employees have been able to fix this situation, turned over to a manager as well. Does this mean I have no protection whatsoever? Please advise A.S.A.P, prior to our seeking another carrier!!!

    1. RogersMike

      Hi Eleonore – could you please reach out to our support team on Twitter @RogersHelps or on Facebook.com/Rogers? They can investigate the situation and help fix your issue.

  10. Naveen

    Hi there i am long time customer of rogers since i landed in this country more than 12 years dont having a major issue as long as i was bachlor but not anymore i got married and having a little boy, being with a family i got so much liability and bills to pay . I have rogers hi speed internate, tv and cell phone connection with rogers. My rogers bills going to beyond my limit paying too much since i got new phone on x mass time due to having my old phone problems. I just want to squees my bills please give me a better deal and some discount so i will keep continue contract with rogers. thanks for your time. I will look forward to your reply

    1. RogersMike

      Hey Naveen! We don’t provide customer service on Redboard, but our team on Twitter @RogersHelps or Facebook.com/Rogers would be more than happy to look at your account to see what they can offer. :) Good luck!

  11. Anabell Zapata

    Dear Sir/Madam,

    Mane is Anabel Zapata very loyal customer for Rogers. I am writing today to complain of the underprivileged service I received from your company on June 10, 2015 at 8.44 pm until 11:00 pm. I was called and your customers rep name Brenda to adjust my June Bills, which I have been called for the last 4 months for the same things repeatedly.
    I faced problems giving all the details and finally decision to managers and client rep. and waiting for 2:00 hrs and finally the Rep name Brenda on the phone with the same issues for so long and did not know that you having charging that huge amount money, I am appalled. This is unethical and an abuse of invoices practices. She was very unprofessional and not very useful she said that it’s your bill that what you have to pay

    Brenda, she hang up on me without any resolution; very awfully to myself what she did and then I called again be on the phone for more the 3 hrs be on hold and then nobody pick up the phone from 10:00 pm until 12:00 pm . That tell you how revolting and atrocious l I am with your company.

    I am try to pay my bill and she was very rude tell me laid after laid try to confused me. Last bills was 349.00 and after 5 hrs on the phone they adjust and they promises that my bill for this months will be showing the correct amount $ 145.00 for the 3 items cell, cable and internet.

    I had been a customer of Rogers from past 20 years very loyal and excellent credit history. It is disappointing that Rogers such a huge company will be so unprofessional and the Customers Rep they are hopeless that don’t care about the customers at all which it very horrific.

    I would afford you one final opportunity to reconsider your position and confirm to me
    Today, that you will (reimburse the charges) or alternatively send me a letter of deadlock. If I do not hear from you within this timeframe, I will refer this dispute this with social media. Rogers Publishing and Media – Contact the Office of the President Office of the Ombudsman’

    I trust this is not the way That Awful Company wishes to conduct business with valued customers—I have been with you since the company was founded and have encountered such treatment before and now. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.
    Yours faithfully,
    Anabell Zapata

    1. RogersMike

      I will have someone contact you via e-mail, Anabell. Hopefully we can resolve this as soon as possible!

  12. Daniel Greenwood

    Hi

    I originally sent this to the complaints department.

    Shall we say I have a concern with all of the above issues.I want to keep this as short as possible since the amount of time I wasted with Rogers is beyond comprehension.

    The 1st problem happened when I spoke to a rep and he convinced me to upgrade my services which I did.All contacts with your people you have on file.I called back a few weeks later when I noticed there was something wrong with the amount of money for the services I ordered was different from what I agreed.After a half hour wait I spoke to this person around 15-20 minutes and he explained to me the original sales guy entered a wrong code and that was why it was differant.He went to change it but one of the reps he asked said they can’t change it to the original deal I was offered and I had to take the offer with a PVR box which was more expensive.This did not sit well with me and I called back again and spoke with someone else who agreed it could be changed back to the original amount which was the 1st three months at $72.00 (These figures aren’t exact) after which it goes up to around $105.00 including tax.This other call took about another 30 minutes including the wait.

    The next episode happened this morning,.I called your Rutherford and Bathurst store which is a full service store.I told him my intention of buying a 3rd party PVR box including digital conversion.He said all I had to do was call in to the support line to activate it.They will charge me $7.50 a month and there would be no need to send a technician if the outlet was live.So I spent an hour driving to a Best Buy store and purchased it.When I called in I was told by your Cable technician or rep that since the box is not one which is on your list they cannot activate it.Why couldn’t your rep this morning tell me this from the store.I am fed up.This is not called service but its called a bunch of people whom you are hiring who are not properly trained screwing things up and making life difficult for your loyal Customers.

    I don’t know what you can do for me.Perhaps a free rental of a PVR box for a number of months,Perhaps taking me out of the service I agreed upon so I can take another look at what I should do next.All I can tell you is a few of the newspapers write columns on people who are mistreated by large Corporations.I happen to be one of them.What do we do next

    1. RogersMike

      Hi Daniel, truly apologize for the poor experience. Although we don’t provide customer service via Redboard, I’d highly recommend sending a private message to our customer service team on Facebook.com/Rogers – they’d be happy to help!

  13. clive emdon

    Greetings Allison Fitton of Rogers! June 16
    I would like to understand how and why Rogers allow con-jobs to persist at the rate they do on your service, without action against them.
    I’ve been plagued by a group of persons announcing that I am the winner of a grand prizes, ranging from $999 to $10-million. The former related to a prize coming via a casino in the US from Readers Digest. The second one was described as a prize from my grocery store to its 350 regular clients (which of course is rediculous). I’m civil and don’t cut them off immediately and they then suggest the only way to enable me to get that prize is to place a $500 payment down in advance showing the bank receipt when sent, to demonstrate my authenticity– clearly a con-job of sorts. Then they don’t stop there, they make more and more calls, trying to track me back to find out if and when I made the payment.
    I checked both the grocery store and the casino to see if there was any truth in their story, to be told “No nothing of the kind!” The grocery story said it’s only competition was for a year’s free food products.
    I have complained to Rogers but get no response despite the call service person trying the number and confirming that she thought it was a con-job.
    The numbers in question were: 1876816 1827 (any number of calls, the last being on June 9 at 12.22pm) and in the last week:1 876 363 4085 (twice, and I have the exact time of each call, June 9 at 1.56 pm and June 10 at 11.06am.).
    I would support your service having a ‘report line’ for such calls, linked to the police. With proper follow-up.
    Best regards,
    Clive

    1. RogersMike

      Good afternoon, Clive. Suspected fraud calls would need to be reported via the Canadian Anti-Fraud Centre. They’d be able to help!

  14. Valerie Black

    How do I contact the Office of the President? If I click above it just takes me to your Support-Contact Us page. There is no link or contact info for the Office of the President

    1. RogersMike

      This post is from 2013, so it’s a bit outdated – this process no longer exists. If you complete the form here, you should get a manager contact you.

      1. Valerie Black

        I’ve done that – not satisfied. The following is on a Jun 18, 2015 Confirmation of Account Change Details:

        ‘If you have a concern that was not resolved, then we invite you to submit a Share A Concern form (located at rogers.com/contactus) and we’ll respond within 1 business day. If you’re not satisfied with the resolution by one of our management team members, then you also have the option to speak to our Office Of The President or even directly with the Ombudsman office. Finally, you can also write to the Commissioner for Complaints for Telecommunications Services (CCTS): http://www.ccts-cprst.ca or 1-888-221-1687.”

        No phone number or other contact info for Office Of The President provided.

      2. RogersMike

        The form on the Contact Us page goes to a general mailbox where the owner of the mailbox reviews all submissions. They proceed to assign each submission to the appropriate team, whether it be management or Office of the President. If you have already spoken with management and were not satisfied, when you share your concern again, you should be directed to the Office of the President (they don’t have a direct phone number).

  15. patricia fitzgerald

    i spent well over 30 minutes getting the most basic information from the rep on the phone. her name was Lean. please listen to the recordng. this occurred on June 24th. It occurred to me that rogers trains its customer care reps to be pleasant but virtually useless. id rather have someone brusque but effective.

  16. patricia fitzgerald

    how do i get in touch with the ombudsmans office . what is the email address. are u really just trying to waste peoples time when u direct me back to a page that sends me right back into the morass i just emerged from
    Please send me the ombudsmans email so that i can get a response to my complaint and not have any more of my time wasted. is your complaint service just a way to wear customers down

    1. RogersMike

      The Ombudsman’s e-mail is ombudsman@rci.rogers.com.

  17. patricia fitzgerald

    Ok, so I just got an email from rogers. apparently i am now a level 1 customer, not a level 2 customer. However, because my husband has already opened a myaccount online, I cannot even though i am now a level 1 customer. what was the point in wasting my time and giving me level 1 status on the account when it didnt help me get access. would u please specifically address this

    1. RogersMike

      We don’t provide customer support on here, Patricia. I’d recommend reaching out to our customer service reps on Twitter @RogersHelps or Facebook.com/Rogers. They’ll be able to assist.

  18. patricia fitzgerald

    Also, why dont u send email reminders that end of billing cycle bills are available online. isnt that a straightforward way of reminding customers that their online bills are ready. In frustration, I’ve requested that paper bills be restored.
    I agree with Toms comments. A single customer care rep can never deal with the entire issue. the passing on of the problem to a second and even multiple others is unrelenting. Its not a surprise that customers express extreme frustration and its not a surprise that Rogers customer complaint service is rated as “disappointing”

    1. RogersMike

      We do send e-mails to customers when their bill is ready – it comes from Rogers.online.bill-w@rci.rogers.com. Perhaps your e-mail address that we have in the system is incorrect? Again, please reach out to the team on Twitter/Facebook, and they can determine why you’re not getting the e-mail.

  19. christopher gulley

    hi i am contacting you in regards to my rodgers account that was cancelled two months ago they continue to call me in regards to this account i had put a three hundred dollar deposit down when i took this account i switched services and cancelled this accounti have been waitingon my final bill to be sent to me minus the three hundred dollar deposit i did if i cant get this matter resolved i will have no choice but to take legal action to get this matter settled my lawyer is laura glydenburg they gave me this site to try to get this matter resolved if we cant then i will take legal action to get this settled thanks for your time

    1. RogersMike

      Hi Christopher – I’ll have our customer care team contact you via e-mail as soon as possible.

  20. Grisza laufman

    I am 71years old ,long loyal customer.i am so frustrated whit being constantly bombarded whit TEXT MSGS ,my wife and brothers don’t have this problems we all have same phones ( I PHONES different providers) I already spent soooo MANY hours whit customer service,and seems to me that this can NOT possible to resolve.i will have to look for different provider if that what CORP WHANT

    1. RogersMike

      Who are the text messages from? Is it always the same number or is it multiple numbers?

  21. Mike Tyrrell

    Hi, does the Rogers Ombudsman deal with issues regarding Rogers Community access stations?

    1. RogersMike

      Yes they do. They will get back to you shortly!

      1. Mike Tyrrell

        Thank you!

  22. Lena Taylor

    Hi,

    Today I dialed a number using my cell phone and the number was out of service. I was immediately redirected to an automated message to press #2030 or similar code to what the message announced as a national telephone directory. Approximately 20 seconds into the lengthy message I final hear that you must be over 18 to use this service and it costs $4.99.

    Rogers has refused to take my number out of the automatic redial to this unnecessary and hideously expensive service. (I’ve no doubt Rogers takes a cut of anyone stupid enough to think its a free service.)

    In the future all that should occur when a number is out of service is a message that the number I dialed is no longer in service.

    Appreciate your assistance.

    (Today I learned there is a facebook page on I hate rogers. Sorry to say I understand why some individuals may be driven that far.)

    1. RogersMike

      Thanks for the feedback! Will pass it along internally.

  23. Emmanuel Efraimidis

    Spent more than 6 hours over 2 days dealing with nothing but incompetent people. We have been a Rogers customer for more than 20 years and spend more than $300 per month on the various services. They decided to update the Next box and wiped all of our PVR recordings. All of our kids movies, shows and other recordings gone. This was further exacerbated by dealing with absolutely useless people in various departments giving us conflicting stories….yes it will retrieved to no sorry, nothing we can do for you. Frustrated, angry and feeling completely ripped are only a few emotions that we are feeling. This is how a high valued client gets treated? Truly unfathomable!

    1. RogersMike

      I sincerely apologize for the troubles, Emmanuel. Please contact our support team on Twitter @RogersHelps or Facebook.com/Rogers – hopefully they’ll be able to make things right.

  24. Mike Tyrrell

    Hi,

    I just wanted to say thanks to the Rogers Ombudsman office for helping to resolve my issue so promptly. I’m not sure the issue will stay resolved, as I believe it may be a cultural challenge (which can be tough to expunge when you have employees that have been around for over 30 years) but I am hoping that it does remain resolved. I feel that my complaint was taken seriously and dealt with very quickly and fairly. This has gone a long way to restoring my faith in Rogers. I hope others find satisfactory solutions to their issues as I did. Thank you for your help.

    1. rogershayleyf

      So glad things were resolved to your satisfaction, Mike. We truly appreciate your loyalty as a customer and hope you have a good experience with our services moving forward :) Have a great weekend!

  25. Shawn Kerr

    Hi, sorry to bother but I can’t seem to find an email for rogers. Can you assist?

    Shawn

    1. rogershayleyf

      Hi Shawn – are you trying to contact someone at Rogers in specific? Or a specific department?

  26. rita Litherland

    I have been a 20 year plus rogers customer. I have dealt with office of the president for the same issues that continue to be ongoing. I have 3 phones with rogers. Two have data. I have questioned them regulary regarding the extra 10 charges on 2 phones, They said it was overage and to avoid these charges to input a tracker and turn data off. I even was told to go thru a process that won’t allow u to go over that can be imputed. this was all done and to no avail the bill is still the same. i am beginning to question the billing. i have dealt with a tanya fro the oop. my last submissions did not receive a foollow up. I am frustrated with the time and money it has cost me trying to resolve this.

    1. RogersMike

      Hi Rita – apologies for the experience. I’ll have someone contact you via e-mail to discuss.

  27. Mike

    https://www.rogers.com/web/content/contactus

    This is your email contact? This is nonsense. On to my issue

    Hello,

    I am a long time customer and for the most part have enjoyed Rogers services however your most recent change has compelled me to express my displeasure as watching tv has become almost unbearable.

    The new PVR/Guide is very disappointing. Firstly, there is a giant timeline through the guide itself which is very distracting. There is a clock on my pvr itself and the time shows in the top right corner, the big line through the guide is overkill and simply distracting and unnecessary.

    Secondly the system is slow, and laggy. Much slower than its predecessor.

    Thirdly and most concerning is the functionality of the pvr itself. Again, its slow to bring up. The functionality of it is really poor. The tv stops when brought up. It doesn’t show whats currently recording at the front/top until its 100% finished. If you have lots if recordings you have to continually scroll down to the bottom regardless of having it sorted alphabetically or not, and its super choppy/laggy in doing so. Its not nearly as user friendly

    There is no way to easily bring up all your recorded series, no way actually at all. For instance I recorded one series on one channel, than recorded the same show on another channel and could not bring up the original channel to cancel which was easily down with your old menu. This ones functionality from top to bottom is inferior… By a lot.

    I am a fan of most things Rogers but your new guide is really a bad experience right now as its very user unfriendly and seems highly incomplete and unfunctional. You should take the new user interface and incorporate all the old features. This one needs drastic improvements both esthetically and in functionality. Its slow, unresponsive and not functional, especially in comparison to the old guide. Hopefully there are some Drastic improvements, especially as it relates to the PVR.

    1. RogersMike

      Appreciate the feedback. I’d recommend posting these suggestions to our Idea Box where the appropriate team will review.

  28. ron

    how do i fi.d the # to conact the president. Rodgers will not help me past step two. Thanks Ron

    1. rogershayleyf

      Hi Ron – just to clarify, are you looking for the # to the Office of the President?

  29. amna safdar

    you guys are rip off. charged me more than i was quoted for. RIP OFF total rip off. charging me more and rip off. my brother pays 62 unlimited data with fido and you charge 90 for 2g. pathetic

    1. rogershayleyf

      Hi Amna – sorry you’re so upset. Please contact our support team on Twitter @RogersHelps or Facebook.com/Rogers and they can look into your account and see what we can do for you.

  30. Nicole Poitras

    I recently received the worse service ever from Roger’s I very upset with the service when you would like to upgrade your phone you talk with someone at Rogers but when you go to pick up at Store completly different Story no happy with the service I received the person was not even able to read note in my account no good

    1. RogersMike

      Apologies for the experience, Nicole. Could you kindly reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to help!

  31. Patrick Laforest

    I have complained about my litle to no service in my area many times I was told to purchace a signal booster . The boosters price was outragous. I work on a farm in the outskirts of moose jaw sk. Is there a way i could transfer to a network provider in my area thank you.

    1. RogersMike

      Please contact our support team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to assist!

  32. Michelle Haig

    Hello Rogers cut my service off I don’t understand why I paid my last bill in full and they were so posed to credit me $320 they owe me money and cut my service now I’m paying for their mistake I’m in another country and bought a package from them to use and I can’t even do that … Are they even allowed to continue charging you for somthing that your not even using ? I need my phone to work this is terrible of them to do to me I’ve been a customer of theirs for over ten years makes me want to change phone companies

    1. RogersMike

      Hi Michelle, apologies for the trouble. Could you please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to investigate your account there.

  33. Nisha Parikh

    Hi my name is Nisha. I am currently with rogers and I have been dealing an issue for over 5 months that’s not been resolved yet. I would appreciate if someone can contact me to get the issue resolved.

    1. RogersMike

      Hi Nisha! Apologies for the troubles. Our customer service team on Twitter @RogersHelps or Facebook.com/Rogers would be happy to get this issue resolved for you. Could you please reach out to them there? If you don’t have Twitter/Facebook, kindly let me know.

  34. Sim

    Hi there,
    I am contacting you in regards to a very unprofessional and disappointing experience at your Rogers store located on 10026 Hurontario street in Brampton.

    We had come in to exchange a modem and as we were speaking to the representative at the desk, another employee came up to that employee and started talking about a conflict with another exployee. She didnt really acknowledge him because she had customers (Us) in front of her. As she was looking up our information he continued to try to talk to her and then she asked him to get the new modem for us and he replied “no I can’t I’m doing something else” and ran over to one of their kiosks to look up something for a friend whom he was talking to via text the entire time. As soon as she left to go get our new modem he walked over to where she was standing and started texting on his phone right in front of us. I am very appalled by the lack of professionalism and customer service at this location. Rogers is definitely not being represented as it should be. I have family and friends that work for the corporate office in Toronto and am shocked that you hire and run your stores with no regard for customer satisfaction.
    I am writing to let you know of this because I am a new Rogers customer on the business end and I have never experienced something this unprofessional while I was with bell for 20 years. You should follow up and check on your stores to make sure they are not just hangout spots for their employees.
    I hope to hear a response.

    Thank you

    1. RogersPaul

      Hi Sim, I really appreciate the time and detail you invested to bring this concern to our attention. I can assure you that we will provide feedback through the appropriate channels to ensure a professional experience is delivered at all our Rogers retail locations, all the time. I’m going to email you shortly to gather some additional details about your experience that day. Thanks again!

  35. Jesse Kostman

    Hi this is a complaint. A Rogers communications driver almost hit me today while I was with my kid. The man was swearing at me in front of my child. I took the license plate down. It is A L 17989. This guy was driving wreck less and putting other people at risk.

    1. RogersMike

      Hi Jesse, so sorry for this. Could you please provide a location and time of the incident? I will pass it along to the appropriate team.

  36. Mahsa

    Rude customer service, no help provided ever.

    1. RogersMike

      What issues are you experiencing, Mahsa? Our customer service team on Twitter @RogersHelps or Facebook.com/Rogers would be happy to help!

  37. Allan Holt

    I want to watch TV in my living room – the impossible dream of a Rogers customer.

    I bought a condo and after moving in I found there was no cable outlet in the living room.
    Soon after a notice came out that Rogers was rewiring the cable in the building, so I thought – cool no problem.
    Then they decided to only rewire the core and not the units.
    So I called Rogers, and they said no problem, we can do that but there is a charge. No problem I said.
    He came out and said – there is nothing I can do.
    So I called an independent wiring guy, and during our talk he said that since Rogers looks after the wiring, he cant do it.

    I am a computer guy, so I though – I will sign up for anyplace TV, get a tablet, and do it that way.
    I went to sign up and it wouldn’t take my account number.
    I used the online support chat and they said because the building had a bulk account, I cannot sign up for a rogers login.
    Then Shomi came out and I thought – AHH finally – so I went to sign up for that and found I have to first have a rogers account.
    I thought – hmm I will get a wireless TV receiver, and found that the majority of the brands out there don’t work with the Rogers equipment.

    I guess the only way I can watch TV is to call Bell, even though Rogers is included with my building condo fees.

    And they wonder why they are not Canada’s favorite company.

    1. RogersPaul

      Hi Allan, thank you for bringing your concerns to our attention. I’d like to direct you to a team who can help escalate the wiring issue for your unit. If you are on Facebook or Twitter, it’s our support team at @RogersHelps and facebook.com/Rogers. Having worked with this group, I know they can help you. If you have any other questions, don’t hesitate to ask us.

  38. Ruth Vachon

    The CRTC really needs to get involved with the way the “big 3″ are supplying services. I have been in a contract for cable with Rogers and slowly they have been narrowing their tv packages to choose from, while increasing my services. I received my newest bill and i’m now up to $200 a month for internet/cable. I logged on and saw with disgust that Rogers only offer 3 different cable packages not 6. 3 of them are identical price, allowing you to choose basic or start paying $118 plus tax for their top NOT including movies. I thought the consumer can be able to pick and choose stations instead of these strategic packaging? Unless I want foreign programming , radio stations, a “fireplace station/ Aquarium station” which is unbelievable , they have it locked up to make you receive $100 or more for JUST CABLE. Enough already, between cell phones, internet and cable I’m spending $500 a month. Why is the government not stepping in?

    1. RogersMike

      Hi Ruth, thanks for your feedback. In case you’re unaware, the CRTC has released their decision on TV channel packaging. By March 2016 at the latest, we need to offer a small basic TV package for no more than $25. We also need to offer customers either the Pick-and-Pay channels option OR small low-cost bundled channels option (we will decide which we will offer at a future date). Furthermore, by December 2016 at the latest, we need to offer customers the Pick-and-Pay channels option AND small low-cost bundled channels option.
      We’re pleased with the CRTC’s decision because it means more options for you. Here at Rogers we are fully aware that the way our customers view entertainment is quickly evolving. We know you want more flexibility so you can design your own personalized experience and that’s what we want to offer. We actually started this work over the past several years and now offers dozens of services on a stand-alone and theme pack basis.
      Hope this helps. :)

  39. paul douglas

    When i recieved my hd box and VIP package it came with LEAFSTV now its gone and we need too pay?? I call that BAD BUISNESS…. If u offer it as part of package it should stay as package!!!! Im very disapointed in rogers for this i guess the all mighty $$$$$ speaks again gonna hav too reconsider my rogers account

    1. RogersMike

      Hi Paul, we sometimes review and make changes to our products and services in order to offer the best entertainment experience possible. You can still receive Leafs TV for $5/month.

  40. Adaeze

    My issue with rogers, have been a bell customer, moved to a new place and contacted rogers for better reception on my wifi, they promised heaven, they ended up sending a technician who did not know what he was doing and ended up cutting my existing wires with Bell at the end of the day, the installed modem could not work as expected as the Netflix which i had wanted for kids, was breaking up. I pointed this out to the tech guy he called his boss and said someone will come to do something, they could not and we asked them to pick their modem, but instead of paying for my wires they messed up and my time they sent us a bill of $30 which we paid cos we dont want them to mess up our credit but I want a refund cos i dont know what the fees was for as they said activation fees for what didnt work for even a day? that is totally not acceptable pls.

    1. RogersMike

      Hi Adaeze, kindly reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to assist.

  41. Matt

    Hello I’m in a bad financial situation.. Just started a new jod.. And I’ve been a Rogers customer for over 4yrs.. I’ve got 6 kids 4 of them in school.. Not having my phone is a serious proble.. So I call and speak with the credit team and was extremely upset as how they handled it.. Basically telling me that I’m not having my services restored till the full bill is paid.. I realize you don’t need me as a customer., but I do exspect to be treated the same as someone that’s on top of there bil.. I alway pay my bill just not on time.. I’m not asking for a hand out just respect and to be taken seriously.. I’m very sorry that I wasn’t able to keep my arrangements and will get back on track in the next 2 months.. Please help with this.. Matt Smith

    1. RogersMike

      Hi Matt, apologies for the situation you’re in. You would need to speak with our Credit Operations team for situations like this – they can be reached online here: https://www.rogershelp.com/customerserv/credops_landing.php?s=204 Best of luck with everything.

  42. Raya

    Hello there ,
    I was very loyal to Rogers, for years, til I moved to an apartment in brampton, when the problem start with rogers, i asked for high speed Internet unlimited, all the work i do is on internet , dealing with my costumers, upload pictures download, beside building websites…. .. I keep calling none stop ROGERS, ASK THEM TO FIX MY INTERNET,, my complains are all recorded ( hope so ).. even on facebook i showed my frustration, always wrong promises, I kept paying for none stable connection.. i was paying for services that i was not getting,, some were very rude on the phone, some said ohh its your location ( so I had to move to get a stable internet ).. lost so many contracts cause of rogers.. I paid what i paid, at the end,,I GOT REALLY FRUSTRATED, AS YOU OWN ME MONEY, NOT THE OPPOSITE.. I WAS PAYING FOR NONE STABLE CONNECTION…now rogers is sending me to credit bureau to collect their money??????????????????? tell me,, in which planet that should consider fair,???????? i lost many of contracts cause of rogers, plus me paying for couple of years….. .PLEASE WITHDRAW THE CLAIM ….THEY OWN ME MONEY ..

    1. RogersMike

      Hi Raya, apologies for the issues you’ve been experiencing. In order to discuss credit issues, you would need to reach out to our Credit Collection Consultants via live chat here: https://www.rogershelp.com/customerserv/credops_landing.php?s=204 For the issues with your Internet, our support team on Facebook can definitely help – I’d recommend following up with them. Best of luck, hopefully everything can be resolved soon.

  43. Tony Frangoudis

    I’ve been a Rogers cable viewer for 47 years and a Rogers customer for 30 years and last week they took away my Leaf TV. Yup! Without even a notice! It was part of my package that I’ve had forever but now they say it’s not available for that package BUT I could order it individually for $5.99 a month. They should leave existing packages for customers that already have it already be! If they want to change the packages for new customers fine but don’t stick it to your loyal customers ! They offered to give it to me for free for one year but I said no way! It should never have been removed in the first place!

    1. RogersMike

      Hi Tony. We sometimes review and make changes to our products and services in order to offer the best entertainment experience possible. So you’re aware, we sent a bill message in July about the removal of Leafs TV, and it’s $5 per month.

  44. akm hossen

    on may i wanted to cancel my service and called cancellation dept. spoke with the manager said will give me upgrade and online i saw that i do qualify for upgrade . i do have two line with rogers got passport and Samsung note. now i got a bill showing that i got charge more than what i was suppose to be paying. my bill was higher because they they didn’t give me the discount that i was suppose to get. i was suppose to pay 50 dollar extra for both of my phone after using my rewards phone. now i am getting calls from the collections. finally got a time and look at bill and called customer care on Sept 30th , after 37 minutes of hold spoke with the guy name Thomas, he was saying that by bill is correct. and i am telling him is wrong. asked him to transfer the call to manager he put me on hold for another 30 min and said that he got an email from a manager saying that all the bill is correct. i asked him i want to speak with a manger he said no manager is available. so if the manager is not available how he got an email. this guy was a piece of work. while i am writing this complaint i am still on hold with thomas for 2 hours now , with out any help. please pull the call recordings on my hardware upgrade and the conversation that i had with thomas. why rogers never get their things straight. and why hire a employee like thomas, who cant help consumer. i have been with him on the phone more than 2 hours. this is why i wanted to cancel my service with rogers. please look into this and fix my bill.

    1. RogersMike

      Good afternoon! We don’t provide customer service on here, so I would recommend reaching out to our social media team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to help!

  45. Roger Wasley

    Morning
    I have first live chat then phoned customer care and I am still dissatisfied.

    On the weekend on Saturday there was an English Australian game on TSN2 I think it was 1445. I recorded this while out and then when I went to watch it that night I found it was a car race.
    So then I recorded the Sunday Morning 0130 AM game of the day for two hours and when I watched this on Sunday I found the first hour was NFL Oregon Colorado. As a result I only got to see the first half of this critical game.

    I know it is TSN which is Bell but Rogers are selling me this product and it is not what I paid for. If I brought a Teflon fry pan and it had no Teflon I would return it for a refund!

    What sort of refund will Rogers offer me for this improperly sold product?

    Regards R Wasley

    1. RogersMike

      Hi Roger – kindly contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers. They should be able to assist.

      1. Roger Wasley

        Afternoon Mike

        So why call Customer care again when they failed to help me the first time?
        I posted on this ombudsmen site after trying option oen and two and then finding option three presidents office is a typical rogers run around and redirected me back to customer care.

        Even when typing this reply and hit enter to submit my reply I get a pop up page stating ” I am posting too quickly – Slow Down” REALLY did I type too fast?

        Rogers can try this re-diversion and silly page response but the fact remains you have a peeved customer who did not get what he paid for!!!

        So what will YOU do Mike?

      2. RogersMike

        I’m not a customer service representative, Roger – you would need to contact our team on Twitter/Facebook for assistance in this matter.

      3. Roger Wasley

        What is the point of an ombudsman if all you do is say from what I have seen to ALL customers “contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers. ”

        This is why I am now talking to bell about their services and costs.

        Time for a change to a company that I hope cares more about its customers than Rogers does.

      4. RogersMike

        This is simply an article about the Ombudsman, Roger. I’d recommend reading step 4 on how to contact the Office of the Ombudsman.

  46. Steven Sarasin

    I have a complaint about something that has been ongoing since 2011 that I would really like to resolve.

    1. Steven Sarasin

      Also I have dealt with consumer service , collections, and everyone possible managers and all and have not got the right results so I want to speak with someone who can give me the right results.

      1. Rogers_Chris

        You can contact us through Facebook.com/Rogers or @RogersHelps on Twitter, Steven.

  47. Dahn Batchelor

    Even though you and I agreed on the amount I should pay the bank and I paid it several days later, the bank sent me another statement saying that I owe another $27.00. I read your instructions to the woman I reached at the bank and she said that she would close the account and notify me that it has been done. She further told me that she would have the comment placed on the credit bureau removed and she would advise me when it has been done. Since that discussion I had with her last week, I have heard nothing from her. I a,m really pissed off with your bank. I am really glad I cancelled my card with your bank. I have been banking all my life and never have I had so much grief with any of the others at all. Please advise me if my account with your bank is closed and if the statrment made in the credit bureau has been removed.

    1. RogersMike

      Hi Dahn, are you talking about our Rogers Bank credit card? If so, I would recommend contact them at 1-855-775-2265 (we don’t provide customer support on here). Best of luck!

  48. Breigh Butchart

    I’m having issues with my billing.

    1. RogersMike

      What issues are you experiencing? Please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to assist!

  49. Lerecia

    I require the phone number for the office of the President, please provide?

    Sincerely,

    Lerecia

    1. RogersMike

      They don’t have a general phone number, Lerecia, but you can contact them here, though! https://www.rogers.com/web/content/contactus

  50. Ann

    Hi,
    I have been with Rogers for the past 16 years, and I was really disappointed with its recent customer service. Last week I called Rogers to inquire about the extra monthly charges on the cable and internet service (I was charged with 2 months), and was told that is because some agent made adjustment on the account so it cannot be reversed. At the same time, I spoke with the Customer Relations department since I was able to cancel my cable service, and they offered me a deal on my current plan. Couple of days ago, I spent 1.5 hours on the phone just trying to get to the correct department, and was disconnected at the end. I gave up and filed a “concern” and was ignored. I gave up. I will like to know what is the fastest way to cancel Rogers services (Cable, Internet and Home Phone). I really do not want to wait for another 1 hour. I think I am ready to move on. Please have someone contact me.
    Thank you,
    Ann

    1. RogersMike

      Hi Ann, I’d recommend contacting our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to assist. Apologies for the troubles!

  51. Larissa Adigun

    I HAVE BEEN HAVING PROBLEMS WITH MY TWO BUISNESS MOBILE PHONES FOR ALMOST 2 WEEKS NOW. WE HAVE THE SAMSUNG S6 AND WE UPDATED THE PHONES, THE NEXT DAY OUT PHONES CANNT RECIEVE CALLS TEXT MESSAGES ARE DELAYAED BY HOURS AND WE HAVE NO WAY OF COMMUNICATING WITH ANYONE. WE HAVE CALLED ROGERS ALMOST EVERYDAY TO SEE WHAT THEY ARE DOING TO SOLVE THIS PROBLEM. NOTHING HAS BEEN DONE STILL. THE TECH SUPPORT TEAM HAS ESCALAED THE PROBLEM TO WHICH WE REVIEVED A EMAIL STATING THE PROBLEM WAS RESOLVED AND IT IS CLEARLY NOT. ROGERS TEAM HAS YET TO SATISFY US WITH THEIR CUSTOMER CARE OR MANAGEMENT TEAM. THEY HAVE BEEN RUDE UNIFORMATIVE AND UNPROFESSIONAL. I AM STARTING TO REGRET THE FACT THAT BOTH MY HUSBAND AND I SWITCHED PHONE PROVIDERS TO ROGERS. 2 WEEKS WITHOUT OUR BUISNESS PHONES IS RIDICULOUS AND EVEN MORE SHOCKING IS THAT ROGERS HAS YET TO SOLVE THIS PROBLEM OR INFORM THEIR EMPLOYEES WHO ANSWER THE INCOMING CALLS THAT THIS IS STILL AN ONGOING PROBLEM.

    1. RogersMike

      Hi Larissa, I apologize for the issues you’ve experienced. Our social media team will be sending you an e-mail shortly to discuss.

    2. C Rabjeet

      I can solve this problem for you – disable your VoLTE.
      Settings > Applications > Phone > Disable VoLTE.

  52. Sunveer

    Hello,
    I tried searching up what rogers customer service email was, but was unable to find it. Can you please provide me with an email?

    1. RogersMike

      Customer service no longer offers support via e-mail. You can either Tweet with them @RogersHelps, send them a message on Facebook.com/Rogers, or visit Live Chat here https://www.rogers.com/web/content/contactus-billing-accounts

  53. Edward

    I was on hold for 2 hours today to activate a new tablet plan.
    The most exiting thing is, they hanged me off and saying the office is closed.

    1. RogersMike

      So sorry for the poor experience, Edward. Were you able to get the tablet activated in the end? For what it’s worth, you should be able to activate on rogers.com/tablet as well.

      1. Edward

        no, I still have not. I placed the order online, but it does not let me finish unless talk to someone.
        I’m on the phone again now, and I have already held for an hour.

      2. RogersMike

        If you were still not able to activate, please let me know.

    2. Edward

      I still have not activated after 2 hour hold…

      1. RogersPaul

        If you have a profile on either site, our support team on Twitter @RogersHelps or facebook.com/Rogers would be able to help you with activating your tablet. Please let me know if you prefer to have the team email you instead. I’m confident that they will be able to get to the bottom of this for you.

      2. Rajender pedi

        Are you able to solve my Rogers master credit card problem

      3. RogersPaul

        Thanks for clarifying that Rajender. For assistance with your card, you will need to speak with Rogers Bank customer service at 1-855-775-2265.

  54. Kieron Quigley

    Rogers support just always leaves me wanting more -support that is. Proper, full, end to end support. I really want that phone I ordered, am I getting it? You tell me. Rogers has no idea…

    http://tinyurl.com/myrogers

    1. RogersMike

      Hi Kieron, I will have someone contact you via e-mail to discuss the situation.

      1. Kieron Quigley

        I don’t need another long discussion, please. I just need a tracking number. Its an easy enough request.

        Kieron

  55. Rajender pedi

    My card was blocked with out notice, calling daily customer care they are saying no time frame my card is having credit.Simply saying account under review from last 20 days.

    1. RogersMike

      What card are you speaking of – your SIM card? If you could provide more details, that would be appreciated.

  56. Ash and Pervish Ismail

    We have been having a problem with rogers with over-charging us on rent to own PVR boxes for the past few years and receiving different information each time we call the rogers.

    account number xxxxxxxxx

    1. RogersMike

      Kindly contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to look into this for you!

  57. Sonika

    How do I contact the Office of the President? I already sent in a complaint about 4 days ago and have not received a response.

    1. RogersMike

      You would need to follow the steps above, however, if you’ve done that and still haven’t received a response, please reach out to our support team on Twitter @RogersHelps or Facebook.com/Rogers – they can help. :)

  58. Rick Merrick

    I will not knowingly purchase any Rogers products until Alex Anthopoulos in charge of baseball operations again. I will be cancelling tomorrow all Rogers TV stations through my cable provider.
    Alex Anthopoulas was the only reason that I came back to the team after the 1994 baseball strike, up to that point I would attend games upto 30 times a season. He gave me a reason to get interested in baseball again. I will support any team that he goes to but will not step foot in Roger Centre again.

    Every player on the team is expendable but the job Alex has done he deserves to be in charge of all baseball player personnel decisions. It’s to bad as I was enjoying following the Blue Jays again.
    Dark days are here again.
    Sorry that the mismanagement of Rogers in this affair has led to this disaturous ending. I was a big fan of Paul Beeston as well and the way he was treated was also despicable. That error could be overlooked as he has done it all and I am sure was probably somewhat ok with retirement, or other future endeavours.
    Alex on the other hand is a young man with a great baseball future, where he goes my total support goes with him. I’ll find other places to spend my entertainment dollars.

  59. Phyllis Bryan

    No bill again,they should be here now. WHAT WRONG with the bilingual department

    1. RogersMike

      We have bilingual reps on Twitter @RogersVousAide or Facebook.com/Rogersfr … please reach out there for assistance.

  60. Rajender pedi

    My Rogers mastercard card was blocked I am having credit balance amount after calling so many times customer telling no time frame to settle. Today I am keep trying to call waiting for hours no body spoken it is to bad .I want to settle. I am rogers customer for past 8 years.

    1. RogersPaul

      Hi Rajender, thank you for your comment today. Are you calling Rogers Bank customer service at 1-855-775-2265? This is the correct group to speak to regarding inquiries about your Rogers MasterCard.

      1. Rajender pedi

        Called number of times to return my money they are telling deposited in my account but not deposited . When I am calling everyday waring for hours nobody replies when some one reply they tell account under review and your amount deposited but in my bank what to do next.

      2. RogersPaul

        How long ago was this matter escalated? Were you provided with a ticket number or other reference?

  61. Diane Rybak

    I have made numerous calls to customer care. My emails have disappeared off of my computer, and about 2 weeks ago hundreds more disappeared. Rogers has told me that my emails are on a Yahoo server. My previous email was xxxxxxx@rogers.com. This is the address where all emails have disappeared from. I require access to them ASAP. Rogers tells me that they have tried to change my password but it am still locked out. They now tell me that they are communicating with Yahoo to resolve the problem. This has bee. Ongoing since last December. I still cannot access my emails. I require access to them . Please pursue my retrieving my access to my emails

    Thank you

    1. RogersMike

      Hi Diane, apologies for the experience. Could you please contact our support team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to look into the situation and hopefully rectify it for you.

  62. Rajender pedi

    Please solve my problem

    1. RogersMike

      As Paul mentioned, you would need to contact Rogers Bank directly.

  63. Filomena Cervoni

    I just signed in to myrogers.com in an effort to view my bill. It was totally confusing. Please email me a copy of my current bill.
    Sincerely,
    Filomena Cervoni

    1. RogersAndrewNP

      Hey Filomena, that would be something that our Social Media team could help you out with. You could reach them via @RogersHelps on Twitter or http://www.facebook.com/rogers :)

  64. paul barao

    getting anywhere with rogers they are frustrating to deal ,speak, or even calling them the customer care people are not helpful at all .I have e-mailed ,called numbers of times trying to get to my account with no luck live chat are useless do not answer their calls and sending off password that do not work this company is truly useless and should have more compaction in this country we cannot win with them they ignore customers and never even return calls or e-mails their management team is the worst .
    my number is xxx-xxx-xxxx if and when they decide to call me until then I will not pay my bill .

    1. RogersPaul

      Hi Paul, thanks for voicing your concerns here today. I’m not sure if you are on Twitter of Facebook, but a team of experts are available 24/7 through @RogersHelps and facebook.com/Rogers. If you’re not on either social media site, let me know what problems you are currently experiencing and I’ll get the right person to connect with you at your convenience.

      1. paul barao

        rogers paul I have tried rogers help they truly are useless not on facebook I do not believe on that garbage you only get I trouble you guys send me password to log in to my rogers bss none of them work I have called numbers of times customer care same result like I said live chat is worst they are never on line not sure why you called live when no one is ever there I would like to speak with someone that knows what their job .

      2. RogersPaul

        Thank you for your prompt reply. I’ve documented your concern and forwarded this to a colleague in our business team to call you in the next 24 to 48 hours. Please let me know if you you miss the call or do not receive one so I can ensure this is addressed as quickly as possible.

  65. paul barao

    rogers paul it has been more than 48 hours and still no contact from rogers customer service like I said you guys truly are useless worst customer service I have seen you really do not care about customer service your managers are a piece of work who never call back the customers like I said I need to get a copy of my bill or you will not see a payment need to get to the bottom of all the extra charges that is the only thing you guys are good for is extra charges on the bills .I have given you my number many times over not sure why they cannot call .

    1. RogersAndrewNP

      We have escalated the situation for you now. We will follow-up to make sure you are contacted and I do apologize for the delay.

      1. paul barao

        rogers Andrew it’s not your fault but the managers that do not follow up their promises if the rest of the world run their business like rogers does they would have gone bankrupt but rogers does not have compaction in this country because the government does not have b……s they get away with anything they want .

  66. nadalie williams

    To whom this may concern I’ve called into the Rogers through on many occasions explaining my situation about my bill and it seems as if I am NOT getting through to anyone I’m getting hung up on and getting courtesy of deposit for $100 that’s the most I can do towards my bill I feel like this is such an insult I didn’t like you’re so many years and the one time that I’m in a situation and I asked Roges to help me with my bill I can’t afford to pay all this amount but I’m being charged every month I’m havin miscellaneous charges on my account where are there telling me that I’ve called Pennsylvania Hong Kong United States all these other places that are not registered to me and it’s very frustrating when I’m trying to talk to the representative and ask them about my bill every month my bills just getting higher and higher and I pay I try my best to pay but I don’t have a job I’m not currently working at this time so I’m really trying my hardest as a single mom to still try and pay my bill I have other obligations to me besides Rogers Rogers is not the only bill that I have and I’m trying my best and I feel like I’m being taken for granted I have a payment arrangement on file I told Rogers call center about how much I’m going to pay and when I’m going to pay it today I have no service I can’t access my phone only emergency call and my kids are in school I find that very unfair there’s other providers out there that are much cheaper and I believe that they have more respect and they do accept loyal customer I’m very loyal I have been with Rogers for many years I don’t see why no one is able to work with me with my difficult situation we all have difficult times and unfortunately it’s my time and I’m trying to do with it the best way I can I really cannot afford this bill going forward I really don’t know what to do at this time.

    1. RogersAndrewNP

      Hello Nadalie, I can understand the situation that you are in. I would suggest that you reach out to our Social Media team @RogersHelps or on Facebook http://www.facebook.com/rogers to see if there is anything that we can do to further assist you.

  67. Joe

    To Kim Walker

    At Rogers, we take our commitment to listening to you, our customers, seriously. Not only do we have a process in place for you to voice your concerns and resolve your issues quickly, we’re also the only telecommunications provider in North America to have an Ombudsman to provide an independent review of your unresolved concerns.
    Three emails and 4 phone calls asking for someone to call me and still have not received a call have been trying for a week and a half
    Joe

    1. RogersAndrewNP

      Hello Joe,

      Do you know if any of the members of our Office of the President team have tried to get in contact with you as of yet? If they have not you could reach out to them directly here: https://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=contactUsShareAConcern They would be the point of contact prior to the Ombudsman’s’ office in an effort to resolve your issue.

  68. Cleaon

    All i have to say is that the rogers business dept DOES NOT know what they’re doing. Im still not sure how ANY of them got their job including this so called President of the Office that is SUPPOSED to call me back. . more than 5 business days later. NOTHING. . . . .

    You’d think they’d do more to assist someone attempting to open a new account with them. Nope. .

    You should be ashamed and set your standards higher. Dont think that because you have control of the communications business that you can take advantage of the little man. . or even worse. IGNORE the little man.

    Disappointed. .

    1. RogersMike

      So sorry for the experience – could you please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to contact Office of the President directly to see what’s happening with the escalation.

  69. Rajender pedi

    Any body can solve my excess amount refund to my td visa credit card from rogers master card.I called number of times rogers customer service they are telling they deposited on Oct 21 2015 till date it was not in my account.

    1. RogersMike

      Hi Rajender, you would need to continue contacting and discussing with our Rogers Bank team, whom you can reach here: https://www.rogersbank.com/en/contact_us

      1. Rajender pedi

        Contracting and discussing from last 45 days not solving my problem.

      2. RogersMike

        Have you tried contacting the Office of the President? You can do so using the steps in this post.

      3. RAJENDEDR PEDDI

        Can you help me getting my excess amount from rogers master card trying from 45 days customer service says elevated how many days i am trying to withdraw all my services

      4. RogersAndrewNP

        I would suggest you reaching out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers on Facebook, to see what can be done to help.

  70. paul barao

    finally after 20 e-mails 30 phone calls to rogers Noreen was amazing she took care of the problem not sure why rogers customer service reps had to put customers through this it only gives you guys a bad reputation and God knows rogers already have one hope there will not be a next time but knowing rogers I can guarantee there will be a next time rest assure that I will hunt you guys until you get straight your heads customers are always right without them you have no business and jobs.

    1. RogersAndrewNP

      Glad to hear that you were able to reach a resolution Paul.

  71. Iyke

    Please is there anyway you can take me off your email list, i have tried to unsubscribe cannot find the button, I just made a complaint once and henceforth have been receiving unsolicited mails from you filling up my email.

    1. RogersAndrewNP

      Where are the emails coming from? You could reach out to our support team and they should be able to assist with getting you removed. They can be reached via @RogersHelps or http://www.facebook.com/rogers

  72. Beverly White

    I have a complaint I would like to submit. Do you have an email account that works? The one linked here does not.

    1. RogersAndrewNP

      What was the complaint regarding Beverly? Would it be something that our support team might be able to help with? You could reach them @RogersHelps on Twitter or http://www.facebook.com/rogers on Facebook. Alternatively you could try using the link here: https://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=contactUsShareAConcern

  73. James R. Grainger

    To: President of Rogers Communications
    Fm: James R. Grainger
    Re: Complaint

    To whom it may concern,

    I am very discouraged with Rogers regarding our cable connection resulting in @ the 3rd week in November 2015.

    * No picture
    * No sound
    * No information on channels
    * Delays in changing channels
    * Occasional pixelization on screen
    * Freeze frame for 2-3 minutes

    On Sunday, November 22nd I had to reboot the Rogers Box to receive anything.
    The Roger’s Box info read DnLd where the time normally is located, and finally a message on the TV “Your set-top is currently installing new software. A reboot may be necessary, Thank you for your patience”.
    That last line really annoyed me.

    The reboot did not take 5 minutes as per instructions, but rather 15-20 minutes. Finally, back to a picture, but still delays on changing channels.

    NOTE: I called 1-888-764-3771 on Wednesday, November 25th to speak with a technician.
    After a lengthy conversation, he informed me that there wasn’t any problem on my end, but the problem was WITH ROGERS on their side, of which they were having problems communicating with the Roger’s boxes for upgrades.
    He said it would be fixed shortly, however Thursday, Friday, and Saturday passed, and on all those days I had to reboot the Rogers’s box each time BEFORE I could watch TV.

    Overall, we were inconvenienced from “November 19th to November 29″ before we had a no-problem experience.

    Oh, by the way, I had two telephone messages saying they (Rogers) were working on the problem and it would be back to normal soon, PLUS they would call me to say everything is up and running satisfactorily when finished.

    There was no call to tell me it was okay, for your information.

    I have been a long-time customer with Rogers and I must say your service is very disappointing.

    I am seriously thinking about switching to BELL.

    According to my friends, they say BELL is better at this than Rogers.

    Also, in the past when a problem occurred, Rogers would tell me that there would be a reduction in my cable charges for the inconvenience.

    NEVER, has Rogers reduced our monthly invoice for problems.

    I DEFINITELY expect a bill reduction for the 11 days of NO TV this time around.

    Regards,

    James R. Grainger

    1. RogersAndrewNP

      Hello James, sorry to hear of the issues that you have been experiencing with your cable. I can appreciate how frustrating it can be, what I would suggest is that you reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers on Facebook. They will be able to help you with both getting your services working correctly as well as take care of the reduction for the down time.

  74. riva ellinson

    We heard a rumour that you are planning on removing the acquarium channel (205) from your available channels? If this is true we would be extremely upset as we use it daily as a backdrop on our 55 inch television rather than gazing at a black screen. The acquarium channel is soothing and delightful and adds a sense of calmness to our lives.

    1. RogersMike

      I love that channel, too! Haven’t heard that rumour, so as far as I know, it will remain where it is. :)

  75. Stephanie

    Rogers help line: I am trying to upgrade my phone as my current one is broken, and keep the plan I’m happy with currently. I do not want a “share everything” plan.
    What are my options? I simply want to change phones and I’m happy to sign another contract so that Rogers can justify the subsidy. I’ve tried to ask this question via every avenue your website provides and no one has responded to me.

    Many thanks,
    Stephanie

    1. RogersMike

      Hey Stephanie! If you’d like a new phone, you have two options – 1, purchase the phone on contract with a subsidy, but you would need to change to a Share Everything plan; or 2, purchase the phone outright for full price, in which case you wouldn’t need to change to a Share Everything plan.

      1. Stephanie

        Or, option #3, Find a company where loyalty is important – sign a new contract with them and take advantage of one of the sweet christmas packages going on right now! :)

        Thanks for your prompt reply.

        Stephanie

      2. RogersMike

        I don’t recommend option #3 …

        Reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – perhaps they’ll be able to work something out with you!

  76. Holly Aylward

    Contacted “Retention” twice to ask if our service “bundle” could be modified to reflect an increase in our data/Internet performance/gigs to justify the 14% increase in our annual Rogers bill that is due on December 13, 2015. I was quite curtly refused. I do not understand how our annual fee could increase so excessively without an adequate improvement in our service bundle. I do not think my request was unreasonable, given the fact that we are represent an account long-served by Rogers.

    1. RogersAndrewNP

      Hello Holly, thank you for your message. Not all plans/packages would be available to be provided at a discounted rate, however I would strongly encourage you to reach out to our support teams @RogersHelps on Twitter or http://www.facebook.com/rogers on Facebook to see if they can come to an amicable resolution with you.

  77. Tom theodoru

    Hello, I had purchased an Iphone 6 back on July 13, 2015 for my step son,, Jack Vautour. The transaction occurred at 1899 Brock Rd, Pickering, Ontario. They offered to take his old phone back, an Iphone 5, for $85.00. To date I have NOT received my credit of $85 to which I was promised. I’m not surprised, I have been through this several times with Rogers which they do not comply with credits or promises. They hope most people don’t complain so Rogers can keep the money. Well I’m not, I want to know why I have not received my credit, it is now December. I did visit the branch in Pickering in September asking why did I have not receive the credit. They did say it would take a few months. Really are you sure its not 6 months. I am writing this to you in hopes of getting my $85 credit ASAP. And once again another inconvience by Rogers.

    Is more training required at these stores, I don’t trust any Rogers associates, I’m sick and tired being lied to.
    Time is running out, I need to find other alternatives other than Rogers service.

    Tom Theodoru

    1. RogersAndrewNP

      Hello Tom, thanks for reaching out. It is not our intention to provide you with anything less than what you had already been promised. If you could kindly reach out to our support team on Twitter @RogersHelps or http://www.facebook.com/rogers they should be able to clear this up for you.

  78. ADILE LUZATI

    can you please see if there is a request regarding a number
    xxxxxxxxxxxxxx, as we need to tract this for our records

    1. RogersMike

      If that’s an Ombudsman request, we wouldn’t have access to that information – please reach out to them directly.

  79. Joyce Kailing

    Hello
    We have phoned several times about our roger services. They have been out several times, you would think for the money we pay a month we would get better service. The service is terrible, some channels we cannot get, and the others channels pixilates. You call customer service they say they are monitering the service. The other nite they monitored the service, I get a call tell me the service has be taken care of. It was doing the same as before I called. It is a joke. Rogers Internet, cable phone are very unreliable.
    I feel we should get a discount on our bill, but we would like our cable fixed. It’s not just us, our neighbours have the same problem, they have called had service people out. We would like some answers.

    1. RogersPaul

      Hi Joyce, I’m sorry to hear about your service issues. Have you had a technician out to your home to address this in the recent past? I suggest connecting with our support team on Twitter @RogersHelps or facebook.com/Rogers as they are equipped to troubleshoot, and if needed, schedule a technician.

  80. paul barao

    unbelievable with rogers customer service they cannot seem to get it straight the interaction number and case number do not exist Ixxxxxxxxx case number cxxxxxxxx done by Sandra on Dec, 18/2015 on Dec, 28 spoke with georgette who informs me these 2 numbers do not exist never existed not sure why I was told this and why I get a bill on Dec, 24 for 420,00 when after speaking with Sandra she tells me it was 132.74 can someone at rogers get it straight once and for all my number is xxx-xxx-xxxx Paul Barao regards Paul.

    1. RogersPaul

      Hi Paul, thanks for connecting with us here again. Sorry about the delay but I was able to check in with our social media support team to confirm that your account has no balance due. Perhaps there was some confusion with timing of the payments vs. when the bills were printed and sent out? If you would like to discuss this with someone, I can ask that a member of business customer care connect with you by phone at your convenience.

      1. paul barao

        rogers paul like all other rogers customer service reps you keep passing it on to some else but never take care of the customers your service really does suck big time .

      2. RogersPaul

        I’m sorry you feel this way Paul. My colleagues and I here on Redboard are not members of the customer service team. When an account issue is presented, we provide direction on next steps or reach out to the appropriate group to provide assistance. If you have an outstanding issue that needs to be resolved, please let me know and I’ll ensure it’s taken care of.

      3. paul barao

        rogers paul yes I do have issue with customers service reps they lie to customers never input any conversations we have with them and when we provide interactions numbers which they gave us it always never exists this is why rogers has a bad reputation

      4. RogersPaul

        Let’s get someone in touch with you about these concerns with customer service. Could you provide me with a contact number and best time you can be reached in the next 48hrs?

      5. paul barao

        rogers paul I have done this over 100 times it still gets me no were because the managers are too chicken to call the customers and deal with the problems created by them if only they deal with this from the beginning the problem would have been resolved a long time ago .
        my number is xxx-xxx-xxxx and they can call after 6 p.m. when I’m done from work .
        regards.

      6. RogersPaul

        Thank you Paul. If you are not contacted in the next 48hrs, please let me know and I will follow up with the manager.

      7. paul barao

        yes I will

      8. paul barao

        rogers paul finally someone from management office got right I hope thanks’ to Aldrin he took initiative of the problem delt with it and I hope it is resolved once and for all we will see on the bill

      9. RogersAndrewNP

        Thanks for the update Paul and please let us know should you have any other issues.

  81. Andrew Chisholm

    I need someone to contact me in regards to my concerns. My complaint is in the office of the president

    1. RogersPaul

      Hi Andrew, thanks for connecting with us here. When was your complaint submitted to the Office of the President? Have you been contacted by their team yet?

  82. nassib el tenn

    on December 31st my plan will end and I needed a renewal, I had a samsung S4 and needed a new phone with my plan ( 5gb , unlimited calls and texts to US- this plan is a corporate plan with RBC) I had a $200 mall credit with oshawa mall, so I called rogers and i spoke with a corporate specialist to ensure I could use this credit towards my new phone ( i called at 3:43 and again 5:44 and after 1 hr and half on the phone she told me that my plan is updated and im okay to go to a rogers plus store and upgarde my phone.) BASED ON THAT I took my 9 month pregnant wife and we went to Oshawa from Mount Albert, an hour drive. Once there the store employee was so rude, even the manager (Brian ) wasn’t helpful at all after I nicely asked him if he could please call a rogers corporate specialist to see if there was any way they could help me upgrade my phone, as I was informed I could. He rudely respondedhim i’ve been her for 3 years I know what I’m doing. I then proceeded to call again for the second time after not receiving any help from the store employees and the second corporate specialist I spoke to that day changed my plan to 1 GB WITHOUT TELLING ME. I had the worst experience bouncing between ‘advice’ and each ‘specialist’ was telling me different things. I did not feel like I was dealing with a large organized corporation, instead I felt like I was dealing with a small company who did not have any uniform policies or trained personnel. I became so frustrated I went to the Bell store to switch over my number with them. My wife has been a loyal rogers customer and I am was even thinking of switch my cable and internet plan to rogers from bell. Unfortunately, I was really really disappointed with the service I had. Today I called again and spoke to Jared ( reference number was I898600803) I was able to update the phone and thankfully he knew what he was doing. He took it upon himself to double check my plan and make sure it was updated correctly. I WAS SHOCKED knowing that the plan was changed from 5 GB to 1 GB and Jared corrected the error. I was really upset with that service and I wanted to file a complaint for all the inconvenience that me and my 9 month pregnant wife had with rogers yesterday. We shouldn’t have had to go through all the trouble we went through with such a large corporation.

    1. RogersMike

      So sorry for the poor experience – we always want our customers to feel satisfied. I’m glad to hear everything is straightened out now, but if you do wish to file a formal complaint, you would need to complete the steps listed above. Best of luck.

  83. Mehulkumar

    Please call me at xxx xxx xxxx, I talked to the manager of customer department and he couldn’t resolve the issue and he said office of the president is gonna call me to resolve
    So please call me at the time provided in my file cause mnts synod the time I never get call back from rogers as promised

    1. Mehulkumar

      And also forgot to mention that I have been with u guys since 2007 and every month there is a problem in billing and I have been bery un satisfied I would rather say unhappy customer.

      I think you guys should have 10 happy customers than 20 unhappy ones but clearly rogers don’t care about that cause all they care is money
      Hoping to hear soon from you guys

      1. RogersMike

        Hi Mehulkumar, apologies for the billing issues. As mentioned in the article above, you would need to follow the steps indicated in order to speak with the Office of the President. It’s highly likely that you will get contacted as per the manager escalation, but you may want to complete the form here just to be sure. Hope everything gets resolved soon!

  84. Siew Harn Leung

    Dear Sir,

    I have recently bought your $100 Pay-As-You-Go Plan. I just could not find out my balance so that I know when and how much to top up. Just one day after activation I dialed *225 and was shown the balance is “zero”, but how could that be? I dialed *611 and the 1-800- number but was put through all sorts of pressing the numbers options but not what I wanted. I went back to the store where I bought the plan and was told they could not help. I have no Facebook nor Twitter, have only emails.

    I tries several times to register into Rogers webpage but failed.

    What is happening to Rogers? With this new management I cannot find satisfactory support. I could not speak to anyone on the phone, all I got are robotic instructions to press the keys for answers! Some years back I did have a Pay-As-You-Go plan too and was able to get the account balance then. Do you wish me to give up Rogers service after one year or when I used up my $100 which I have no way to find out when?

    Please try to help.

    Siew Harn Leung

    1. RogersMike

      Good morning! So sorry to hear all of the issues you’re going through. At this time, we don’t offer Pay As You Go support online or through e-mail, so you will need to call in order to get assistance. However, here’s a quick tip for the phone system … if you can’t find the correct option within the automated system, try pressing 0, wait for the automation to start again, press 0 again, and repeat … it usually takes about 5 tries before it connects you to a live representative. Apologies that we can’t assist here, but hopefully the phone tip will work for you.

  85. Christopher Roberts

    Hello. I wanted to cancel my Rogers account and I currently moved back to Sydney Australia on the 26th of November 2015. I snapped my Rogers sim and I tried contacting them by the internet. They told me I can cancel my account that way and I had to call. The toll free number they provided didn’t work. And I’m unable to contact Rogers and they took note of this but are still sending me bills. I refuse to pay for them when I’ve told them I need my service cancelled and want to know what I can do about this?

    1. RogersMike

      Have you tried reaching out to our reps on Twitter @RogersHelps or Facebook.com/Rogers? They can assist with cancellations there, and there should be no reason for you to need to call.

  86. Theresa de Luca

    Hello, I am very concerned and frustrated with the constant lying and betrayals from Rogers and its agents!! I upgraded my iPhone 5 to an iPhone 6 on dec 23.2015 at the store on bay field in Barrie. Was told my new plan would go from 35.00 to 55.00 to cover the cost of the phone, same plan in place. Paid the 530.00 upgrade fee. This was confirmed multiple times during my upgrade with Shannon at store. Then looking at bill online I find that the plan is 60.00 not 55.00/ month!! Spoke to mark at Rogers on the phone, reference number I901290986 Jan.07.2016. He says there are no 55.00 plans just the 60.00. Asked for a manager. Manager refused to take the call. Mark informed me I had to go back to the store to do deal with this because that’s where the transaction took place. No help whatsoever!!! Went back to the store on Jan.08.2016 spoke with Shannon who originally dealt with me. She called supervisors and retention line and they said there was nothing they could do because I am an employee of Rogers and cannot apply a discount to account because of the already Forty percent discount I receive. I asked why they couldn’t credit my account the $120.00 that I will incur over the next two years due to Rogers error and outright lying about the price of the plan. They would not help me! So I am asking for you to give me a good explanation about why no one at Rogers is taking this seriously!! The credit should be applied with no effect on any of my other services or discounts without question!! Loyal customer should mean customer satisfaction!! I am definitely not satisfied and I am Prepared to tell everyone I know how Rogers condones agents lying and getting away with it!! I want the $120.00 credit on my account and Rogers to take responsibility for the mistakes you make on every single call and interaction I have with Rogers!!! That would be the honest and decent thing to do!!! You can contact me by phone or email. Phone. XXX-XXX-XXXX. Expecting a prompt response. Thank you

    1. Theresa de Luca

      Phone number is XXX-XXX-XXXX

    2. RogersAndrewNP

      Hello Theresa, as you have mentioned that your account is marked as an employee account you would need to reach out to the employee line for support.

  87. Don Lasell

    I have repeatedly attempted to access my account information online and have spoken to numerous agents, only to be redirected with no resolution. I have also sought resolution regarding a glitch in my OGM, again with no resolution. Finally I have chosen to switch service providers haven given Rogers ample opportunity, only to find that my final bill is $200.00 more than was quoted to me last week. I have no way of checking my bill to understand the discrepancy.
    I will never choose Rogers again.

    1. RogersMike

      Hi Don, sorry for the issues you’ve been experiencing. Please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers … they’ll be able to access your account and provide you with the info you require.

  88. stephanie

    Please advise how to unsubscribe to redboard.
    Thanks.

    1. RogersMike

      I’ve updated your settings for your last post … you shouldn’t receive any more e-mails.

  89. Don & Susan Ewles

    Account # x-xxxx-xxxx and x-xxxx-xxxx
    During August 2015 we made changes to our accounts. The main change was to change our home phone from a land phone to a cell phone and Rogers offered a I phone xxx-xxx-xxxx and we elected to go through my wife corporate account with Royal Bank. Since this change the I phone has not worked correctly and the parties we call are unable to here us. Many frustrating phone calls to Rogers has still not resolved our problem with the cell phone. Rogers takes no ownership in the phone themselves nor do they even want to talk about it. They refer us to Apple 30 miles away. The customer service received is so poor since dealing the Business side of Rogers its a wonder they are still in business. Can you please help us in resolving our problem.

    1. RogersPaul

      Good morning Don & Susan, thank you for bringing the concerns about your device to our attention. I would like our support team on Twitter @RogersHelps or facebook.com/Rogers to look into the calling issues you’ve been experiencing. Do you use either social site? If not, please let me know and I can have them connect with you by email instead.

  90. krishanthy selvam

    Hey there I need to speak to u about my bill and I’m 15 years customer pleasegive me a call back my no is XXX-XXX-XXXX

    1. RogersAndrewNP

      To discuss your bill you would need to reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers

  91. zach

    Hello, I’ve been having problems with my internet for some time now. It has recently been brought to my attention that rogers gave been slowing down internet, due to hidden IP Addresses. I will say what Rogers is doing is illegal and could be brought into the court of law. I will ask you kindly to please stop doing this as it is very frustrating. Also I will add you can be sued for this.

    Please respond soon.

    1. zach

      And as expected no reply maybe its time to go back to Bell

      1. RogersPaul

        Hi Zach, thanks for connecting with us here. Unlike our support team in social media, we are not staffed on this board 24/7. If you’re still experiencing issues with your Internet service, I suggest connecting with them on Twitter @RogersHelps or facebook.com/Rogers.

  92. lea birnie

    once more I have called your service department only to be told to unplug my TV and they will reboot, THIS DOES NOT WORK.We have had the service people up 5 or 6 times. On a good day the picture breaks up once a minute to not being able to watch at all We pay over $250 a month and certainly would not call this service even mediocre. This problem needs to be resolved.

    1. RogersPaul

      Hi Lea, thanks for bringing your service concerns to our attention. I recommend connecting with our support team on Twitter @RogersHelps or facebook.com/Rogers, as they are the experts in technical support.

  93. Lindsay Mugford

    Calling Rogers reminds me of the childrens game “musical chairs”. You are bounced from one person to another, sometimes causing you to be on the phone for up to 2 hours at times. Frustrated. I have 3 different Samsung phones from Rogers. All three have the same issue. (S4, S5, NOTE5)

    On many occasions while using the phone, the person whom which I speak with can hear me, but I am unable to hear them. I have made several complaints to Rogers. My most recent phone is the Note 5. This phone is not even 2 moths old and having the same issue. Another issue is not receiving calls. This has happened to all of the 3 mentioned phones.

    I am a disabled person and need a reliable phone due to any emergency. Your phones are far from being reliable. Last week, myself and my wife witnessed a car accident. The parties involved did not have a phone. I called 911 to require assistance. During the call, my Note 5 continued with the issue of me not hearing the 911 dispatcher, but they were able to hear me. The dispatcher called me back 4 times. The first three attempts they could hear me, but my end was nothing. On their fourth attempt, I was able to hear the dispatcher. This is uncalled for as the issue has been with three phones.

    Many phone calls to Rogers ended up with no result. The customer service representative tried to talk me into getting a new line. NO. Deal with the issue instead of trying to scheme the customer into something they don’t want. This Note 5 is less than a month and a half old, and has the same issue as the S4 and S5. I wanted to take this phone off the line and use a simple phone. Not another Smart Phone. Rogers want to charge me almost 500 dollars to get out of this instead of taking ownership that there is a problem.

    There is no way I’m paying 500 dollars for an issue that has been reported to Rogers many times, and Rogers trying to squeeze more money out of me instead of taking ownership. For 3 different phones to have the same issue, it proves something is wrong.

    I want Rogers to rectify this issue without trying to give me the shaft as I refuse to pay for a service that is not reliable. Take ownership instead of giving your customers the shafts.

    Lindsay Mugford

    1. RogersMike

      Good morning, Lindsay – so sorry to hear all the trouble you’ve been through. Could you please reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to review your account, assist if they can, and escalate your issue if required.

  94. paul barao

    Could someone please ask Aldrin from the management office contact me at xxx-xxx-xxxx he knows about the problem with this I5s phone .Aldrin we took the phone to the Rogers store at Bloor and Jarvis in Toronto they were not helpful at all .As a matter of fact the customer rep. told me to contact you not sure why he said that but I guess he just didn’t want to deal with the problem. He also said you guy’s are having big problems with that make .I guess this is what you get for being a loyal Rogers customer for more than 35 years the run around .Hopefully you will get this as I have left a couple of massages for you with office customer service.

    1. RogersPaul

      Hi Paul, I emailed Aldrin, you should hear from him soon. Thanks!

      1. paul barao

        yes he did right way thank you

  95. Franceso Salituro

    I handle my father’s bill and when I call certain departments I get put on hold for a very long time and sent different rogers departments. e.g. If a call Credit Operations – Toronto, I get Tech Support -Halifax.

    1. RogersMike

      So sorry for the experience, Franceso! You may want to reach out to our team on Twitter @RogersHelps or Facebook.com/Rogers in the future – no waiting on hold or transfers!

  96. Patrick Sacco

    I am so frustrated with the experience I will now share. I turned my TV on and all of the channels have changed. No warning that this was to happen and no rhyme or reason to the changes, unless there was a decoder ring that I didn’t receive. I called support and was told there was an 11 to 16 minute wait. after 25 minutes the phone rings, but no one answers, it just ring continually until I hung up to try another approach. Tried emailing the ombudsman, but that email address wasn’t valid. So now we are here. I can hardly wait to see what’s next.

    1. RogersPaul

      Hi Patrick, sorry to hear about our experience. I recommend you tweet or post to our support team on Twitter @RogersHelps or facebook.com/Rogers. They are quick to respond, and can provide the same type of customer service and technical support you would get by phone, all in one place. If you have any questions, don’t hesitate to let us know!

  97. B.D.

    There are numerous issues that I would like to discuss regarding mu encounter with Rogers today.These range from miss information ,being told that no manager is available,my call being refused to be taken…etc. This was a very bad customer experience .I won’t go into the hour wait on the phone BEFORE the disrespect began

    1. RogersPaul

      Hi there, sorry to hear about the experience you had today. Our customer service and support team on Twitter @RogersHelps or facebook.com/Rogers is available 24/7 to discuss your account and provide assistance to resolve your concerns.

  98. Anyomous

    You Guys really Messed up the PVR!! the Navagatr thing is crap!!

  99. Conor

    Your embeded link for step 3 “office of the president” does not route to the correct information.

    1. RogersMike

      This page is from 2013 … it’s a bit outdated. If you’ve completed the top two steps without resolution and would like to discuss with the Office of the President, you can complete the form here: https://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=contactUsShareAConcern

  100. tony nardi

    30,000 emails are gone from my mac mail inbox.

    a few days ago I was having problems with my rogers email account in my Mac Mail. A Rogers technician suggested I get rid of a duplicate inbox on my Mac Mail (name WD). This WD inbox had been created by another Rogers technician a few years ago. My Mac Mail essentially had two Rogers Inbox folders with two corresponding Sent folders. I deleted the one the technician suggested, except that in the process it deleted over 30,000 emails including the Sent folder that corresponded to that (WD) Inbox. The remaining (Rogers – POP) inbox contained only 700+ emails and fewer still in its corresponding Sent folder. On the advice of yet another Rogers technician/supervisor (last Wednesday Feb 16, 2016) I have tried to restore my Yahoo/Rogers email account (my online Yahoo/Rogers account was showing emails that go went back only as far as Feb 2, 2016.) This new technician (Phyllis Case # C017968287 had also informed me that restoring within seven days did not mean that Yahoo/Rogers would only restore the last seven days of emails, since in her (personal) case Yahoo was able to go as far back as six months. But the request to restore needs to take place within 7 days of having lost the emails. I tried restoring and it only went back a few days. I need my emails all the way back to October 2015. I have all my emails prior to October 2015 backed up. But I need from November 2015 to Feb. 2, 2016. Nobody seems to be able to help. My email inbox was deleted on Wednesday Feb 16, 2016.

  101. RogersMike

    Good morning! Could you please reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to look at your account and hopefully find a way to reduce your bill.

  102. Alfredo D'Amelio

    I’m a Rogers costumer since 1974 I was getting some discounts every 2 years this year because my discount finish on April 1rst. I call Costumer service and did not get any discount the operator tell me that if I return an old Digital box I have for few years i can get some discount, I return the box and was told that mi discount will be $ 22 on my April bill after that I have to pay $196 per month .

    Why and old costumer is charge that much when Rogers,for the same services charge at the NEW costumers $78 per month ,is not fare to charge that much to a senior pensioner,I’m going to look for cheaper service and when I found it I’m goin to say good by Mr. Rogers.!!!!

    1. RogersAndrewNP

      Hello Alfredo, have you tried to speak with our Social Media support team @RogersHelps on Twitter or http://www.facebook.com/rogers they should be able to review your account with you to make sure you are getting the best available deal.

  103. David Breda

    My home internet is not consistent with speed very slow.

    1. RogersMike

      Our support team on Twitter @RogersHelps or Facebook.com/Rogers would be happy to troubleshoot with you. Kindly reach out to them – thanks!

      1. Lindsay Mugford

        Contact Rogers via Facebook or Twitter? What a Joke!! I’ve had issues for months. Managers/supervisors refusing to take the call, when speaking to customer service, until I threatened to contact Rogers Ombudsman and the CRTC concerning my issues. Next morning I received a phone call from a Manager, concerning my issues.

        I actually have contact information for three managers, email and direct phone number, and finally my issues have been taken care of. I will not deal with anyone else, except the three managers. My issues are now taken care of, and receive email from them, concerning all isue, and written documentation of the isue resolved.

        Stand up to Rogers. You pay a lot of money for their services, so they should accommodate.

      2. RogersMike

        This isn’t a customer service channel, Lindsay, as we’re not customer service reps. This is simply a blog post on how Rogers resolves customer issues, which is why we redirect Twitter or Facebook. I’m pleased to hear that your issues have been taken care of, though!

  104. Ray Markovich

    Hi Rogers team
    I was loyal cutomer to Rogers over 20 years.
    Its time to upgrade my plan and I am asking Rogers to give me free devices.I did ask about Samsung note 5.
    I have two lines.
    The sales team wouln not cooperate and I ask for managers with authority to approve fre phone for me.
    21 year cusomer deserve free phone,I think!
    I fI get negative answer I will go further,maybe calling Rogers top management.Somebody must care.
    Thanks
    Ray Markovich

    1. RogersMike

      Hi Ray, could you kindly contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to look into the situation for you. Thanks!

      1. Ray Markovich

        Thanks for your quick response.
        I dont use twitteror facebook,sorry.
        Is there other way to establish contact with Rogers?
        Thanks
        Ray

      2. RogersPaul

        I understand Ray. I’ll have our support team connect with you by email, using the address you’ve provided here on Redboard. You will receive an email in the next 24-48hrs. Thanks!

  105. Paul Bruno

    AS a result of all my services being bundled for a cost of approximately $500 per month for as long as I can remember, I have qualified to gain access to Rogers NHL Game Centre Live with free access.

    Sadly it has not worked for much of the last two seasons and I have spent numerous hours with the interminable Rogers phone tree and not got any solutions, including this day, Feb 28, 2016, when I was transferred 4 times over a period of 2 hours without even getting to the Tech Support for NHL Game Center Live.

    Please help…
    Paul Bruno

    1. RogersPaul

      Hi Paul, thanks for bringing this to our attention. I’m confident that the experts with our support team on Twitter @RogersHelps or facebook.com/Rogers. I suggest connecting with them to have this resolved.

      1. Paul Bruno

        They were not helpful on three separate attempts. I need to speak to someone who is actually fluent with your NHL Game Centre Live product and understand that such a department does exist.

      2. RogersMike

        Our social media reps are fully trained in resolving all issues with the product. That said, what exactly is the issue you’re experiencing?

  106. Ismaeel abdallah

    Hi ,
    Pls check what is the issue with my bill XXX-XXX-XXXX
    It look like something is wrong I send many emails and no answer am out of the country pls check and revert back on the same email

    1. RogersAndrewNP

      Could you please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to answer all of your questions, as well as look at your account and assist you with your bill. :)

      1. Ismaeel abdallah

        Thanks alot

      2. Ismaeel abdallah

        Thanks my issue sorted out appreciated

      3. RogersAndrewNP

        Awesome, thank you very much for keeping me posted. :)

  107. Emmanuel Maduagwuna

    I am not a customer was to enroll your services but your staff messed up my house during installation doesnt know what he was doing, O made a complaint…..pls pls can you remove my email from your mailing list, I keep getting mails that dont concern me thanks for not flooding my email

    1. RogersAndrewNP

      For assistance with updating your marketing permissions I would suggest reaching out to our Social Media team @RogersHelps or http://www.facebook.com/rogers they would definitely be able to help with this.

  108. Jordon laranie

    February 25,16 I received a replacement phone from Rogers. I was not given the option of iphone6 upgrade. Also the took advantage with out my ok to open the the phone. Which didn’t bother much but since they are giving me a hard time to swap my phone for the upgrade I would have obviously taken if I option was given. Now because the talk time is over 30 minutes they won’t let me. I just found out from a friend that I should have been given the option to have a real upgrade iPhone 7. I’m very upset and feel taken advantage of.

    1. RogersAndrewNP

      Hello Jordon, you could reach out to discuss the matter with our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers to see what options might be available. I don’t think the iPhone 7 would be an option at this time as the device hasn’t been produced yet.

  109. Seamus ( pronounced Shaymus )

    Dear Sirs , going through the complaint procedures is a waste of time . I have been a Rogers Customer since the late 80’s . I have channel 429 ,which originally was The Soccer ,Rugby channel , I noticed over the years how Rogers over the years have created new channels ,with Soccer ,and Rugby ,in order for me to view ,the games that i originally paid for ,Rogers requires me to pay extra for these channels , Eg , Today the Soccer Champions League game ,which normally would have been viewed on the 400, s channels and was available to me !, and other loyal Customers , Is now been shown on Bein Sports Cha 392, 391 , extra $ 14 , I think it is Discraceful the way you can Gouge People into watching their Soccer games , Takeing Games from Channels that people pay to see , and showing games on other channels in order to force customers to purchase extra ,it is down right criminal what you are doing , I am a 64 yr old man living alone on a disability cheque ,the only enjoyement i have ,is to watch my Soccer ,and my Rugby . I have been a loyal customer to Rogers since the 80s , Have Rogers been loyal to Me , No they have not !!!, just check my bill ,and see what i pay to Rogers every month ,fot TV, my rogers Phone ,and my Internet , And Still you want to squeeze more money out of me ,” that i have not got “, MY acc number is X-XXXX-XXXX, if you want to check my information, I would appreciate a Reply to my Complaint , Thank you !!, Sincerely Seamus Smith .

    1. RogersAndrewNP

      Hello Seamus, as we are not a support channel we wouldn’t be able to look into your situation directly, however if you were to reach out to our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers and they should be able to help. When it comes to the channel on which a game is being aired that would depend on the broadcaster that has purchased the rights for the game.

  110. Emmanuel Maduagwuna

    Can someone in rogers re board or whatever pls delete my email from your unsolicited mails why are you flooding my email with mails pls i have complained to all pls delete me from yoir mailssssss…….

    1. RogersMike

      When signing up/posting here, you likely would have selected the “Notify me” check box. I will remove that for you right now.

  111. Rafi Danan

    Hi
    I have a written contract from Rogers for a set amount and when the bill arrive it is about $50.00 more
    This is not the first time that happens.
    I cancelled my cervices with Rogers as of March 13 and i am back to Bell.
    I hope there is not going to be a need to call the CRTC.

    Please contact me for more info.

    1. RogersMike

      Please reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to investigate. Thanks!

  112. Crystal

    I tried live support but that didn’t work. I have serious complaints. Like 5 months ago, I ordered a new phone on a plan which required a 100.00 deposit. My cable and Internet ect bill was not paid yet. The guy on live chat didn’t tell me they were gonna cancel the order but anyways, after waiting 2 full weeks without my phone, I contacted live chat to find out my order was canceled until my bill was paid. Yet they kept my 100.00 deposit for the phone and tried to say it was returned to my bank. I closed my bank account one week after I ordered my phone and went with a bank closer to me as I am disabled. My closing statement had no refund of the 100.00 deposit so I escalated it to the office of the president tenisha jones. She told me that the deposit was never taken out of my bank but, if I paid my bill and put another 100.00 up for the phone, I’d get 200.00 off my next bill. I refused it I even sent her a screenshot of live chat admitting it was taken out and not returned. She then ignored me right up to today! So, I made it clear to her, I am not paying my bill until I get my stolen money back! So to date, my bills remained unpaid since August. They sent me notice today hand delivered it said by someone putting it in the mailbox and driving away that my service wI’ll be disconnected in 14 days but they will send a representative to my door on the 22nd to collect the bill…. since I can’t complain to them as I can’t get through, I hope this gets passed to them, I will not be giving anyone who comes here money, I will never no matter what be paying the bill. They illegally call me 4 or 5 times a day which I log. I know my rights! People who read this learn from me, in my opinion, don’t go with rogers, look up the consumer rights act and use it! I am on disability and will not put up with threats, demands or harassment from you or credit agencies. I have sent cease and desist letters to all credit agencies for prior harassment due to a bill from well over 4 years ago, and none of them can call without being sued so, they dont. If rogers keeps harassing me, I will send the same to them and use my rights to the fullest if they don’t stop. From here, I’m writing the ombudsman. Again, those who read this, in my opinion, don’t walk run from rogers! They will do anything to screw you over and steal your money if you don’t know and exercise your rights! Thank you!

    1. RogersPaul

      Hi Crystal, thank you for taking the time to raise your concerns to our attention here. We have a dedicated customer service team on Twitter @RogersHelps, and facebook.com/Rogers, where you can message with confidence that your issue will be addressed in a timely and professional manner. Let me know if you have any other questions that I can help you with.

  113. Catherine May

    March 29, 2016

    I cannot succeed successfully to ‘FAX’ to
    Hong Kong CEO office
    Hong Kong Social Welfare office

    to report ‘harassment’ by local legal titans, who had been
    stalking me online for many months;

    Every time the line had gone through but something will
    click off at my side that the FAX cannot send through;
    I heard it clearly on the monitor of my phone;
    the TWO fax machines will connect but ROGERS here click
    it off;

    I suddenly recalled a couple of months ago, a ROGERS employee actually asked me
    for my PASSWORD.

    I had the date recorded especially a date when I tried to CHANGE MY PASSWORD
    because of Microsoft sending me ALERTS that someone was tampering with my
    email account;

    This EMPLOYEE asked TWICE!!!!
    I think it is ILLEGAL for him to do that.

    Please contact me back and I will try to work with you to ‘track’ that employee
    down.

    Thanks,

    1. RogersMike

      Hi Catherine, apologies for the issues you’ve experienced. Could you kindly contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to investigate the situation and escalate if required.

      1. Catherine May

        Good day, Mike, thanks for treating me seriously.

        I used to correspond with a really nice gentleman from
        President’s office;

        I hope I don’t sound too stupid to you but I do not use
        Twitter or Facebook, or any social media.

        I just use emails. I am a senior learning english and computer.

        sorry to trouble you but I like Rogers and I find it frustrating
        if any employee violated Company Discipline because it may
        open up the compay for litigation liabilities.

        Thus, pls give me a email address if you can.
        Thank you again.

      2. RogersMike

        Sure thing, Catherine – I will have the team send you an e-mail shortly.

  114. Rosalind Cohen

    My husband and I have been trying to resolve an online billing issue since July 1, 2015! We have spoken to each dept, then customer service and then a manager! To no avail! We get many case no’s, but to to date the issue has not been resolved! We can’t check on line for our billing and payments! It is stuck at July 1,2015!

    1. RogersAndrewNP

      Hello Rosalind, very sorry to hear of the issue that you have been experiencing with your online profile. If you could kindly reach out to our support teams via @RogersHelps on Twitter or http://www.facebook.com/rogers they should be able to get things cleared up for you.

  115. Corrie Morgan

    I have spoke with different agents and was promised different credits on 4 different occasions n was misinformed on my plan every time it’s really frustrating and how do I pay over 800$ for 5 phones I’m a single mother of 5 and I believe this is far to much. I just hate that when I asked for a manager today the agent argued with me

    1. RogersAndrewNP

      Hello Corrie, I would suggest reaching out to our Social Media team, you can reach them @RogersHelps on Twitter or http://www.facebook.com/rogers

  116. Claudia Boodram

    Please contact me with a telephone number of someone I can talk to regarding some issues I am having with an upgrade.

    Thank you.

    1. RogersMike

      IF you have Twitter or Facebook, you can reach out to our fantastic customer service reps there. Twitter @RogersHelps or Facebook.com/Rogers. Otherwise, all of our contact info is here: http://rogers.com/contactus

  117. soktheavy bun(sophie)

    Hi there, I am a customer of rogers for quiet ometimes, but around feb.2016 I got a phone call from rogers offer me new device for free but change the plan, comebine two line in one account.
    after we talk negotiate many hours he said he will send us Sumsung Galaxy S7, one plan got two set of galaxy S7 and the plan is 115$ and No cost to the phone, and he confirm that if you don’t like, we can call him to change the phone or change the plan , then he gave me his direct number, once when we got 2 set of phone, I tried to call him so many times but he didn’t pick up the phone at all, I even leave so many voice mails on his direct number as well. I leave it till I got the invoice of $1150 and other bill the plan is $150 on 3 new phone number, they said it is not a fraud but it mean I owe them money. I’m so mad, now I don’t want to do any change to my old plan and I want any phone, I just want to return the phone back, now they asked me to pay the penalty…can you believe it, within just a month I have to pay $800 penalty for nothing, I didn’t even use the phone, they fault me in a contract…whatever it is!

    I need justify please!

    Please tell me what is rogers mission and values to their customers

    Regards,

    SOKTHEAVY BUN

    1. RogersMike

      So sorry for the issues you’ve experienced – I’m sure that our customer service team on Twitter @RogersHelps or Facebook.com/Rogers will be able to assist. Please reach out to them there.

  118. Lorraine Jung

    I want to know what on earth is taking so long for my problem to be resolved. I called on January 3rd 2016 because I had an issue with my SHOWME and my channel 100 pay per view.

    As of today’s date, April 26th 2016 I am still getting recordings to my cell phone saying that they are still working on the issue.

    For God’s sake, your kidding me right. here is the number they keep giving me in the recording

    C106302802. For something to take over 5 months to resolve is absouletly ridiculous. I would hope to hear from you soon about this issue.

    Please email or I actually prefer to speak with the President’s office about this Please have someone give me a call
    at XXX-XXX-XXXX. Only call on this number. I never use my home phone.

    Thank you

    Lorraine Jung

    1. RogersAndrewNP

      Hello Lorraine, sorry that your issue has been ongoing for so long. If you could reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers they would be able to take a closer look and get things resolved for you.

  119. Tony Lorefice

    Have not been receiving my invoice via email for the last few months, this has happen several times in the last couple of years.

    1. RogersAndrewNP

      Hello Tony, sorry to hear that. If you could reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers they would be able to assist you with getting that cleared up.

  120. daniel simon

    please .
    i need help for a refound.
    i got over sea long distance $99 and have not been able to use it,
    due to the total miss of explanation how to use it.
    sorry .
    i do need some help
    MR d simon.
    thank you .

    1. RogersAndrewNP

      Hello Daniel, for assistance with configuration or refunds you would need to reach out to our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers

  121. Olivia Assim

    Called over 6 months re static on home & slow internet. Technicians came over but static still there. Assumed its was my home phone so purchased new set, then returned for a replacement set still static still there – there was no need for me to get a new set since this was still a Rogers signal problem that tech can’t seem to fix. More recently, a tech came out last Friday to my home and he determined problem was with Box outside on street and said about 8 houses were being impacted and he would request tech to fix. Still super frustrating so called tech support who now advise me that box was fixed but prob is at home and made appt for tech to come out tomorrow. Note I had to call tech support to find out this info. For last 6 moths I call tech support they reset signals and it helps for approx an hour then super static. Can you imagine the frustration calling multiple times per day I. Some instances, and having to verify info each time. The last straw was when I was transferred to cc serv today for a credit, I was put on hold for over 25 minutes and then asked to hold again for $134 credit and then asked to hold again while they process it as it will take some time and I have to be on the phone while this is being done. I think I should have been offered 6 months free, and even that could not compensate me adequately. I explained to the cx serv rep that I had a sick person and two kids to take care of and asked whether she could somehow process it without me being in hold, her answe was no she also said I,d have to hold for a manager or supervisor. Don’t know why I am still with Rogers, will see what other options are out there.

    Olivia Assim

    1. RogersAndrewNP

      Very sorry to hear of the troubles that you have been experiencing Olivia, I would suggest reaching out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers they would be happy to work with you until the issue is resolved completely.

  122. Peter Kastner

    How do I contact the office of the President?

    1. RogersMike

      You can try here: https://www.rogers.com/web/Rogers.portal?_nfpb=true&_pageLabel=contactUsShareAConcern&_nfls=true&setLanguage=en If you have already contacted customer service and a customer service manager without resolution, you should be directed to the Office of the President.

    2. Ken McDowell

      Be aware I have now had at least 3 calls and the latest was Today July 24, 2016, at approx 3:24PM and I am on the NO CALL ZONE for MARKETING, Do you not advise your group to Check the CRTC No Call List or do you want to have me file a complaint to the CRTC. My phone Number is XXX-XXX-XXXX

      1. RogersAndrewNP

        Hello Ken, if you are registered on the do not call list you shouldn’t be receiving marketing calls. If you could please reach out to our Social Media Support team @RogersHelps on Twitter or http://www.facebook.com/rogers they would be more than happy to look into the situation and work towards a resolution.

  123. Jim Patchett

    Subject: Service outage on May 11, 2016 from 10:00am to 6:30pm.
    When i returned home this morning I found the phone, cable and internet service was not working. I called 1-888-3771 and received a computer voice answering system I followed their protocol to report my problem I was told the system was down in my area L4T 4M6 I requested a callback when the problem was resolved and give my mobile number. During the above time frame I called rogers many times and got the same recording the system was still down. As of 6:00pm no callback from Rogers then I called again and was able to speak to a live person and he told me he had checked rogers signal and it had been restore. He then handed me the problem by referring to samsung the manufacturer of my tv to resolve the no cable signal service displayed on my tv screen. I was irate and told him neither i or samsung created this service outage and now Rogers are passing the buck and the problem to me the paying customer. Without another option I had to concur to finally resolve the problem. Rogers customers service sucks i.,e. no callback no technical help no phone,cable or internet service from 10:00am to 6:30pm. I would appreciate that this example of what I experienced above must be addressed and corrected.
    I want full compensation for loss of business and not charged on my next bill.
    Sincerely,
    Jim Patchett

    1. RogersMike

      Hi Jim, apologies for the service interruption. Please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers to discuss.

  124. Robert Weill

    I can’t e-mail the office of the ombudsman. I haven’t had phone service for over a week and get no satisfaction from the first 3 solutions above. I can be reached by cell at XXX-XXX-XXXX. Rogers ported our phone numbers (XXX-XXX-XXXX and XXX-XXX-XXXX) and they can’t find them. When calling those numbers a message comes through that they haven’t been assigned. Rogers came here lase Sunday to install and the 1st number worked for 15 hours after that nothing. Your technical team hasn’t done anything. As well I asked for a temporary new home line while they are trying to resolve the issue and have had no response.

    HELP ME.

    1. RogersAndrewNP

      Hello Robert, sorry to hear of the issues that you have been experiencing with migrating your numbers over. If you could reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers they should be able to work with you to get this resolved.

  125. Michael markovich

    I again have an on going issue with my rogers account i have asked numorious times for a extra line and get rejected repeatedly spperently because i have another closed account i have no knowledge of in ottawa i didnt have rogers in ottawa i had bell i want the extra line and continue to get rejected this is unacceptible considering what i pay for garbage customer service reps and crap service

    1. RogersAndrewNP

      Hello Michael, I would suggest reaching out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers and they would be able to look into the matter with you to get things resolved.

      1. Michael markovich

        Been 2 years trying to resolve this crap with them sorry its like talking to a wall

      2. RogersAndrewNP

        Was it our Social Media support team that you were working with?

      3. Michael markovich

        Anyone i talk to had placed the order got called again today stating they refused my order once again because of this issue that i have no clue what they talking about

      4. RogersAndrewNP

        As this is not a support channel I would suggest reaching out to our Social Media support team @RogersHelps on Twitter or http://www.facebook.com/rogers and they will be able to look into things for you.

  126. Michael Janetakes

    Just received a second email from April from Rogers Management Office with the following reply – so far nothing has been resolved and we are still not getting any service.
    Good evening Michael,

    Thank you for your email reply.
    I am sorry to hear that you are experiencing this concern with your
    account.

    In order to get a faster resolution I have escalated the case to the
    back office team to get this fixed.
    I really appreciate your time and patience in this matter.

    Thank you,
    April
    Manager, Rogers Management Office

    Rogers Communications
    1 Mount Pleasant Road, 11th Floor
    Toronto, ON M4Y 2Y5

    Submission ID :2016-025443

    Original Message Follows: ————————

    OK April,

    My name is Michael Janetakes
    We moved from 140 Erskine Avenue Apartment 102 Toronto February 26th
    to the address above.
    Maria Acosta is an employee of Homestead Land Holdings and it seems that
    there is a mix up with her being associated with us.
    In addition, my wife is getting emails from Fido relating to Maria’s
    account information with them.
    I hope that one of your associates can resolve this matter without a
    great deal of difficulty.

    Perhaps someone can follow up
    many thanks

    1. RogersAndrewNP

      Hello Michael, I do apologize that things have not been resolved at this point however based on the message that you shared the situation has been escalated to the team that would be able to correct the problem. I would implore you to follow-up with April for updates on the resolution.

      1. Michael markovich

        I have tried many times and still get the same crap if aprilwants she can contact me directly im done arguing with a company that over charges for bad customer service plus this for an extra line

        Plus the fact i used to indirectly work for rogers and knew ted rogers thru rogers and the blue jays since his passing rogers has gone downhill in the csr area

  127. George Hart

    Hello-

    Another bill received today that has the wrong amount owing. Interesting that there is no phone number on the bill. Maybe it should have been sent to someone else. Unlike some of your customers, I read the bills.

    As usual, the amount owing is different with each bill. But that’s typical of the so-called “customer service” from the billing department. There are people who operate the automated billing system, but it seems that the company’s focus is on profits.

    I’ve tried other ISPs, but “profits” is their driving force too. How many more multi-billions of dollars does a company need?

    I re-joined Rogers April 24, 2016, and have the Ignite 60 plan at $92.50/mo. I will pay that amount on the 24th of May.

    I’d call, but the majority of your Level 1 reps are untrained, requiring repetetion of simple things like a phone number, so that’s a waste of time.

    GH

    1. RogersAndrewNP

      If you are having issues with your bill George you could reach out to our Social Media support team @RogersHelps on Twitter or http://www.facebook.com/rogers

  128. George Hart

    Hello-

    The bill that came in today’s mail was for the correct amount. Well, one of the 2 amounts was correct. I re-signed for the Ignite 60 plan on April 23, 2016.

    The bill was for a 226 phone number, which I have never had. The people programming the billing system need some re-training, or to be replaced? That’s the company’s choice.

    GH

    1. RogersMike

      Hey George, please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers for investigation.

  129. David Ortega

    I am prepared for your Mrn Visit from your friendly Bill collector as i have the crew from CBCs Market Place here to film the whole Process of forced payment on what Rogers consider a problem Acct: this should be good.

    1. RogersMike

      Good morning! Could you kindly reach out to our Live Chat customer service team here? They’ll be able to look at your account to see what’s happening. Thanks!

  130. Robert Zaychkowsky

    Why are we over on our data , especially on my Samsung Tab, when it is hardley used and is mostly off, I would like a detailed
    list of my data usage, as i am hereing more and more of people getting ripped off, If this cannot be resolved you can have the
    Samsung Tab back and i will close the account.

    1. RogersPaul

      Hi Robert, thanks for connecting with us. Any account related questions will need to be address by our support team. You can find them on Twitter @RogersHelps or facebook.com/Rogers.

  131. Sajida Jaffar

    I would like immediate and fair resolution of my dispute in regards of my wireless plan I have started on May 24 since then I am back and forth through customer and support which they have started inquiry with office of president but still it didn’t get resolved. The person I spoke with from office of president offered he will waive early cancellation fee and Advised that I can move back to Fido and Rogers will unlock my device so I reactivated my Fido contract and called rogers request to unlock but that never happened I have tried several times and explained my situation each and every time but every single agent I spoke provided me different options non of them could help me out, the worse was happened yesterday June 5th around 2:14pm the agent after listening the whole story spend 30 mins hang up on me and didn’t called me back. The issue started On April 14th at 1:00pm ID # 959996 agent offered me new cell phone plan and I agreed as well I wanted to start new plan for my 14year old daughter so I agreed to the offer, everything included $248.64 with taxes, three cell phone, Internet and home phone. Next day April 15th I called Rogers to find out what best offer they could give me if I switch two additional cell phones of my older kids to the rogers from fido the agent agreed to offer me two phone S6 for $118 each with monthly plan including all existing cell phone, Internet and home phone $336 included taxes/5GB. I have recorded our conversation as prove what I have been promised. Also agent asked me not to mention the discount he gave me to the verification department, later that day I received call from verification department though never agreed with the term and price he said to me. But next day received vice message from same agent saying that he processed the new contract with out verification and mailed out the devices to me. I would appreciate if this issue get resolve as soon as possible other wise I will take further actions. Thanks,

    1. RogersAndrewNP

      Hello Sajida, as this is not a support site I would suggest reaching out to our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers for support with the Rogers side of the issue. You could reach out to @FidoSolutions for assistance with the Fido account.

  132. Rolf Piro

    Rogers

    The switch from Bell Home Phone to Rogers Home Phone does not work.
    No calls can be sent or received. This adds more problems to the service
    Problems that we already have.

    The upgrade of Cable is not what had been promised.

    Rolf A. Piro

    1. RogersPaul

      Hi Rolf, thank you for bringing this to our attention. Our support team on Twitter @RogersHelps or facebook.com/Rogers can troubleshoot this with you. If need be, they can also schedule a tech to come out and get your home phone working.

  133. upinder chadha

    Hi,
    Today when I open my online account I find out that my balance is with overdue payment. When check the details I had made that payment. I call rogers customer services and than ABBY customer service agent pick up the phone I told him that when I went back home country I informed customer service they temporarily suspend my phone and charge nominal. Abby than check everything in my account and fix the problem.
    Thanks and I appreciate Abby very much.

    Upinder Chadha

    1. RogersPaul

      Good evening Upinder, thank you for sharing this positive experience with us!

  134. Patricia Lynn Carson

    I have become very unhappy with rogers cable and telecommunications as I have been a customer in very good standing and I have always paid my bill on time I have been a customer for over forty years and over six years ago I moved in to a condo and at that time I had no choice but to stay with rogers communications and when I agreed to your service you guaranteed me two outlet which where included in bundle with rogers for TV phone and internet service but I have also tried to keep the minimum of service with cable as I am widowed and I can only afford so much a month for this service I have cut back to the basic as I can’t afford anymore than that and I even purchased one of my own digital box from rogers to eliminate that $7.50 a month rental on the digital box with the idea of purchased the second digital box and then saving another s$7.50 for the second box. An now that I have only got the basic bundle you are now charging me $7.50 for the second outlet which for the year comes to a 105.00 a year which if I could would purchase my outlet so I wouldn’t have to pay that extra service fee or money grab of my money I don’t work as I was forced to retire and am living a fixed income which doesn’t increase as much as your cable and TV in a single year. I am now in a position to looking around to find another company that can offer me a better deal were I can control my TV and looking at digital box where all I have is net flex which I have now and I would settle for using it. I have two outlet connections with Netflix and they only charge me for the one as I live on my own and can only watch one TV at a time. I have also talked to both your sales department and they had talked to the customer service and they refuse to offer me any better deal for my money and the other deals are only for short time then those prices go a way up and continue going up where the average pensioner can’t afford this service. We now in our condominium have Bell which has come in to offer their service along with another company call Frontline and I also no of a couple more companies that offer TV which works off of the WI Fi which I am also considering if they can offer me a good deal if you look at my package you are only giving the most basic of TV so I it isn’t a great deal for the money I am pay. I have also been told to inform your ombudsman as well. I am a very upset long time customer.

    1. RogersAndrewNP

      Hello Patricia, thank you for your long term patronage we really do appreciate all of our customers. As this is not a support channel I would implore you to reach out to our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers If you don’t have either of these options please let us know an email you can be contacted at and we will have them contact you to see if there is a better deal we can provide for you.

  135. Marivic Bojo

    I am writing this to express my deepest frustration and disappointment regarding rogers costumer service. I was charged for more than 2k dollars in a span of less than 2 months just because of using my ipad sim. I have a share everything plan with my iphone and ipad. I pay more than a $100 a month for that. Well,obviously i did not know about how big is the charge is. I lost my sim phone and I was thinking its still a free txt and call because it is with the same plan anyway. Im so frustrated that nobody even bothers from Rogers company of this way way high charges. Hey guys, I think it is still part of your responsibility to your costumers to inform them regarding charges they incur outside their respective plan right? I really felt robbed and cheated. Is this how you treat your costumer??? 2k dollars for less than two months, really rogers??? just wow! Im sorry but I will really give all the negative comments that I can give to Rogers Company. I hope there will be no more customer that will experience what I did from your company..

    1. RogersPaul

      Hi Marivic, thank you for expressing your concerns here today. Notifications are normally sent to the account holder/email address on file, and usage information is accessible through the MyRogers app. I’m not sure who you have had the chance to talk to at Rogers, but our support team on Twitter @RogersHelps and facebook.com/Rogers is available to review your account with you and answer any questions you have.

  136. Latoya Morgan

    I have been a customer with Rogers for over 15 plus years. Sadly I have to say that the services still has yet to be improved. I spoke with a Jamie from customer relations this morning and he was very rude and unprofessional. First, he pulled up the wrong account and was releaseing information off another account that resides at my address. He kept interruptive and was not willing to help. He was very anxious to transfer the to a different department because he was to lazy to do his job. This service is unacceptable, I’m paying too much money to have service like this. This representative needs to be reprimanded.

    1. RogersPaul

      Hi Latoya, thank you for bringing this to our attention. I’ve passed your feedback along to our social media support team, who will be emailing you sometime today. We aim to make every conversation with our loyal customers a great one, please accept our apology for how the call went earlier. If you haven’t heard from the RogersHelps team by tomorrow, please let me know and I will follow up.

  137. Glen Pitt-Taylor

    lost my i phone 6 plus, but last email i got said my wireless plan been changed. but doesn’t do me any good i don’thave new one send to me, a replament

    1. RogersMike

      Could you please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to take a look at your account to investigate. Thanks!

  138. Patricia Lynn Carson

    I am very upset with Rogers telecommunications and it isn’t only your company that is nickel and diming the customers but the problem is I have been a customer of rogers for over 40 years and I am on a fixed budget as I am now retired I try to keep my cable to the basic as it is all I need and by doing that I am penalized by being charged for an extra outlet of 7.50 a month I did purchase a digital box so I wouldn’t have to pay for the rental of it and I was planning on purchasing the other digital which I rent for 7:50 a month what I am up set with is the fact you are charging me 7.50 for an extra outlet which I never had to pay for but I was told that the only way I wouldn’t have to pay for the outlet is subscribe to the package that is more expensive which runs about 168.00 a month which is only for a few months and when you hook us onto that the price goes a way up even more so. I have been looking at other companies that can offer my a better deal or I am just going to do with out cable TV all together as it is impossible to control the amount you pay for Cable Television as if I try to save your are finding other ways to charge me more which is just plain highway robbery I would not recommend rogers to anyone I usually tell them to stay with what you have or shop around. I know you will not do anything about my 7.50 for the extra outlet which when I moved into the condo I am living in it was agreed that I got two outlet included in package but now that you are telling me that it is because I got a cheaper package there is nothing you can do about it. I am a widow and pensioner and I live alone at I only watch television either in my bedroom or living I do have Netflix at the let me pay for single outlet and I can watch in either living room or bedroom at no extra cost and that is my plan to increase my Netflix to have more variety and do away with basic cable television all together. If you wish to reach me you can all me at XXX XXX XXXX

    1. RogersAndrewNP

      Hello Patricia, if you could share an email address with us we could arrange to have someone contact you and look into options.

  139. Brigitt Manz

    Hi there
    Please enplane me how to install the password and greetings on Sumsung 4 without knowing the password saved on the cell

    Thanks Brigitt

    1. RogersAndrewNP

      Hello Brigitt,
      For assistance with your device you would need to reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers

  140. Jacqueline

    Employee was rude to me on the phone.. He hung up on me the first time I called and second time he was just rude. Than when I went to the store to pick up a charger for my iPhone I was inquiring about he couldn’t answer my question about the charger than he shrugged me off . His employee number is XXXXXX works at the Pembina location 2855 Pembina. Very rude to customers not knowledgeable of the cell phone accessories

    1. RogersAndrewNP

      Hello Jacqueline, sorry to hear of your experience, did you have the chance to speak to the store manager? Were you able to get your questions answered? Should you still require assistance our support team would be happy to help @RogersHelps on Twitter or http://www.facebook.com/Rogers

  141. Jason kirsh

    My iPhone currently is not working, when I called to speak to tech support I spoke with someone who could careless. I asked for a supervisor, his name was Fred and he was also an unpleasant person to speak to.

    1. RogersPaul

      Sorry to hear about your experience Jason. We have several technical experts available on Twitter @RogersHelps and facebook.com/Rogers who are available 24/7 to assist. They can help you out!

  142. IRFAN FAROOQ

    Hello,

    One of rogers rep come to my cousin home and gave him rogers advertise. Second day rogers rep call him for asking to install the rogers services. My cousin had Bell internet, tv and phone. Rogers rep told him if you want Rogers ignite 100 deal in $99.00 then , he will cancel the Bell services, and install the rogers services and you dont have to worry about it and after that you will get $99.99 plus hst. No new bell bill come only you will get final bill. Last two month he got Bell bill, Rogers bill . He used one service and received two bills. After installation Rogers customer service call and ask for canada wide calling option for $7.00 only. He agree on it , he think that i have the same package and I add canada wide phone service so i have to pay $107.00 plus hst.

    Now issue is here my cousin is not in the same package what rogers rep offered and even he received bill $127.00 from Rogers and $320 from Bell. My cousin install rogers services as per rogers rep advice that he will cancel bell services and he dont have to worry about bell bill.

    Now he received Rogers bill and Bell bill. who will pay the both bill. I talked to Rogers customer service and roger president office but no one help him in this matter. now I have no other option to file complaint in CRTC or consumer protection office before i complaint to these office, I hope you will resolve these issue

    Regards

    irfan

    1. RogersMike

      Hi Irfan, I’d recommend having your cousin reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers … they’ll be able to look into the situation for him.

      1. Irfan farooq

        Hi
        Thanks for reply . My name is add in his billing . And I authorize to talk on his behalf

        Regards

        Irfan

      2. RogersMike

        We don’t have account access on here, so if you’re authorized, you can reach out on Twitter or Facebook as well. :)

  143. Danielle Kennedy

    Good afternoon
    I hope that you can help me resolve this ongoing issue, please.
    I had a cell phone contract with Rogers for many years. My bills were always mailed to my home. I live on the U. S. border in Fort Erie. Every time I got my bill I had to contact Rogers to credit the ‘roaming’ charges which come with living beside the border. Every time anything changed (for example, my daughter requested more data, I complied and, my contract was extended for another 3 years as a result. Then she lost her summer job, this happens with teenagers and summer jobs. When I needed to reduce her data my contract was again extended for another 3 years. And when her phone was stolen and we needed to connect a new cell phone to the contract, not purchase a new phone, that was given to her, we only needed to attach it to the plan, it was extended yet again). Suddenly I stopped getting bills from Rogers. I knew I owed money, and mail service in my area is not good, (I often receive my neighbour’s mail), so I assumed that is what happened when I didn’t receive your bill for a couple of months, so I made payments of $100/month and waited for a bill. I contacted Rogers about that and I was told that they were being sent via email. I told them I didn’t have a computer, I didn’t at the time, mine had crashed and I didn’t have the extra money to get a new one. I asked them to please continue to send me paper bills. I waited a few months and when I didn’t receive one I called again and again requested a paper bill. I was informed that you didn’t do that any more. I explained that I didn’t have a computer so I needed the paper bill. I waited, and again contacted Rogers about the fact that I didn’t have a computer. Indecently, for some unknown reason, the main contact number for my account was changed, for some unknown reason y someone at Rogers to my secondary number, my daughter’s number. She told me later that she had been receiving calls from Rogers telling her that her account was past due. When she finally told me I called right away to have it changed back to my number (in hind sight, I guess that was done when we connected her new phone years before, but I was not aware that a mistake had been made by your staff until years later) Finally, I was so frustrated that I found a new company, Koodo. Within days of Rogers being notified that I had a new provider Rogers sent me a paper bill in the mail for over $800!! I contacted Rogers many times over the next few weeks requesting a break down as to how they came up with that amount, especially since I had been a customer for many years and according to my calculations our 3 year contract was over or nearly over. I never got a reply! I contacted Rogers online many times asking for a bill so I could see how you came to the amount of over 800!! While I waited for a reply I made a monthly payments of appr $25 – 50 just to keep my account current to avoid having it go to collections but not wanting (or being able to) send the $800+ only to end up with a credit balance once the issue was resolved. I never heard from Rogers again! Finally, I wrote my last email, just like this one, explaining everything and asking you to look into it, and how I felt that it was unreasonable to send someone a bill without a breakdown as to how you came to that amount, and how it was my opinion that Rogers failed to maintain their contract with me by changing the way the billing was delivered and how I thought that since every tiny adjustment I made forced my contract to be restarted that since Rogers changed their contract with me I felt it only fair that it should end our contract without a penalty fee. I felt certain Rogers would agree and asked them to either end our contract voiding my bill which now stood at $600 and change, or send me a bill to explain the charges. I never heard from you again so I assumed that everything had been cleared up, until my furnace died and I needed a new one, in the middle of winter. When Embridge came to fix my old furnace, and we discouvered that it would be better and less expensive to get a new one they checked my credit rating to find that my account had been given to a collection agency. I called Rogers and the lady I spoke to was unable to tell me what collection agency even had my account. Nor could she tell me how much I owed or any record of how Rogers came to the amount of $600. something. I feel it is unreasonable to come to an amount out of thin air and expect people to pay it, just because you say so. All I have ever asked is for an explanation as to how you came to that amount, just a breakdown. Keep in mind that I hadn’t received a bill in probably 6 months total. I had been putting $100 a months while I waited for a bill, and please remember that every single month I was charged roaming which needed to be manually cleared off. When I finally got to speak to the lady at Roers after being denied a new furnace, she said that your records only go back 3 months so you have no way of knowing what the roaming charges are. I never received bills to know how much roaming charges I got. Nothing has been more frustrating and has left me feeling so helpless than this incident. I am a single mother who is not able to grab $600 out of thin air. Now I am ‘trying’ to arrange a mortgage renewal on my home and am not able to because I ‘still owe you $600, and if I had that much to throw at this problem to make it go away I wouldn’t even know where to send it because Rogers was unable to tell me what collection agency is taking care of my account. When I finally did get a new computer I was unable to gain access to my old email address because I couldn’t remember it or my password for it.
    The person in charge of helping me renew my mortgage told me he once had an issue with you and contacted you in this manner and was pleased with how quickly you responded and how you handled his issue. He suggested I contact you this way and ask you for a confirmation number so it could be used to show the mortgage company that I am trying to resolve this issue (which I have tried very hard to do many times before).
    This has been so frustrating and has upset me so much over the last few years. It has hung over my head and made me feel helpless. Like I said, even if I had any extra money, which I don’t, I wouldn’t even know where to send a payment, and now I won’t be able to qualify to renew my mortgage like I was unable to buy a new, less expensive furnace for my home because of this.
    Thank you so much for any assistance you can offer me,
    Danielle Kennedy

    1. RogersPaul

      Good afternoon Danielle, thank you for taking the time to contact us here today. I appreciate the detailed background info you’ve provided. I’m going to have our support team connect with you through the email address you provided us. You should hear from them in the next 24-48hrs at most. I’m confident they will be able to fully assist you.

  144. Ron Atanelov

    Hello,

    My name is Ron Atanelov and I’ve.m been a loyal costumer with Rogers over 10 years.

    I’ve been experiencing technical difficulties with my internet for the last 6-7 months. I had at least 5 technicians come over and diagnose the problem, however no one was still able to resolve this matter and this is extremely frustrating! I’ve spoken with mangers of every department and there has been no solution. I’d like to speak with someone high enough that can take this matter to their hands and help with my problem.

    Regards,
    Ron

    1. RogersAndrewNP

      Hello Ron, sorry to hear of the troubles you have been experiencing with your internet. If you were to reach out to our support team @RogersHelps on Twitter or http://www.facebook.com/rogers they would be able to offer a solution for you.

  145. Jason

    I don’t know what contacting the ombudsman will do since all of her twitter post are regarding other companies, and concerns with pokeman go. Maybe this is the issue rogers has as it’s employee don’t even speak on their own company and the constant issues it has with mistreating customers. again I have been made to paid $1800 to cancel all my services with rogers which is absolutely ridiculous. I know nothing will ever be done about this and I know I will never get any of my hard earned money back due to your companies lack of ability. I want all to know this company is scum!

    1. RogersMike

      Hi Jason, if you are disputing your cancellation fee, please reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers. They’ll take a look at your account and see what’s happening.

  146. Angelina Pursley

    Hi I am getting over charged on my cable TV and my Cell
    Rogers tell you one thing and change your bill to another
    Can you please look into my bill

    1. RogersMike

      Hi Angelina! Kindly contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers. They can take a look at your account and figure things out.

  147. jiyao weng

    I was trying to setup an Internet service with you Rogers. I filled application form online and got quick response by email from Adam B (Senior Sales Specialist) to correct some typo with my address. I told Adam B that I needed a self-installation. Things were fine so far. The second day, I called your service to arrange equipment delivery, but was told a technician would do installation. If I needed self installation, I had to talk to another department, and then my phone call was forwarded to another guy. I talked to the guy and asked for 2 things: 1) My wife was going to pick up equipment at 700 Eagleson store; and 2) I would do self-installation. The guy on the phone confirmed with my requirements. This morning, my wife went to 700 Eagleson store and was told the computer system didn’t work and she had to go Kanata Centrum store. There she was told a different story: 1) she could not pick up the equipment; 2) a technician would go to my house for installation. My wife and I spent a lot of time on the phone and on the road, but we got different answers from what we asked. Were those guys not happy with self-installation? If they didn’t, why they told us at the first place?

    1. RogersAndrewNP

      Hey there, if you could reach out to our support team @RogersHelps or http://www.facebook.com/rogers they would be able to double check the status and let you know the next steps to complete the install.

      1. Ken McDowell

        Get My Name off Your LIST as I do not need to Know all the Problems Rogers Communications cannot resolve

      2. RogersAndrewNP

        We have just removed you from getting the notices, please let us know if you continue to receive them.

  148. Brad Scott

    I looked at my garden yesterday afternoon, and discovered that a Rogers technician or contractor had come onto my property and buried a cable.
    I was not notified that this was going to happen. No notification at all. The cable doesn’t belong on my property, it belongs on the neighbors property. He moved the cable over to our side when he built a new fence 2 years ago.
    Does Rogers Have carte blanche to walk onto anyone’s property unannounced? Isn’t this trespassing?

    I asked this of Keith, a cable technician, who I was transferred to on the phone. Keith emphatically stated “this is an issue between you and the city”. Keith was rude, constantly interrupting me when I tried to ask questions. I spent 10 years in customer telephone support, and never would have interrupted a customer like Keith did.

    I spoke with the City of Oshawa and was told that its an issue between Rogers and myself (transcripts available upon request).
    IF I was informed about the cable burial, I would have told the tech to park it on the other side of the fence.

    I am very unhappy about this, and will NOT be renewing my cell contract with Rogers.

    1. Brad Scott

      UPDATE:
      I am on live Chat with Christina from Moncton. Last communication

      08:49Christina
      What I can do is create a case on your behalf and have someone contact you. I will send you a form for your contact information

      08:49Christina
      If a form requesting your personal information does not appear, please click here to open it in a new tab

      08:50Christina
      Thank you. One moment please

      That was 20 minutes ago. Great customer service, Rogers.

      1. RogersMike

        Sorry to hear the issues you’re experiencing, Brad. Was Christina able to complete the case in the end?

      2. Brad Scott

        RogersMike
        July 28, 2016 at 10:53 am
        Sorry to hear the issues you’re experiencing, Brad. Was Christina able to complete the case in the end?

        Not sure why I can’t reply to your post, Mike, but after waiting all that time, I had another agent get me the case number. I would like to discuss this issue via phone. I have the case number. and Photos.

      3. RogersMike

        I’ve asked our social media customer service team to send you an e-mail to get additional information from you – they’ll schedule a call back for you. Again, apologies for the inconvenience.

      4. Brad Scott

        RogersMike
        July 28, 2016 at 11:58 am
        I’ve asked our social media customer service team to send you an e-mail to get additional information from you – they’ll schedule a call back for you. Again, apologies for the inconvenience.

        Thanks Mike, but inconvenience isn’t the word I am looking for. Invasion of privacy and trespassing are the words that should be used here.

  149. Sherry Gosselin

    I have been a loyal Customer for over 15 years, as well I was an Employee of Rogers from November 2000 to November 2010. I recently upgraded my services with Rogers wireless to provide me with more data, with unlimited Canada wide LD, unlimited texting, video, pictures and c/d and voice messaging. I contacted Customer service today and spoke with Tara, with my concern about my 1GB data in regards to the text message I received today stating I was at 90% usage on my data. When I contacted Rogers on June 23/24 to increase my data, from 500mb to 1Gb, I was never told that if I upgrade my device that the 70.00/month would not continue. I was given this information today from Tara. My concern for calling in today, is that my Husband and I have no home phone and this is my means of communication for personal and business. I asked Tara what the cost would be to increase my data from 1GB to 2GB and she offered me a sale price to increase from 70.00 to $75.00/month for 2 GB, but proceeded to tell me that if I upgrade my device that I would lose the $75.00/month. I feel misled, from June 24th. I contacted Bell, as this is my Husbands provider and have been offered to go on a share plan with Unlimited nationwide LD, text, video, picture, voice messaging, conference calling, cd/id and cfwd with 2 GB data for $65.00/month. If Rogers cannot meet my needs, I will be forced to move on. As much as I would like to maintain my loyalty with Rogers, . I have to look at what my costs are, especially with my Husbands new Small business.

    1. RogersMike

      Hi Sherry, could you please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to take a look at your account and see what they can do. Appreciate the loyalty!

      1. Sherry Gosselin

        Please advise, why you are not able to help me? I do not use Twitter and don’t want to go through Facebook for this issue.

      2. RogersMike

        Unfortunately, I’m not a customer service rep and therefore do not have access to account information. You could always try calling back and asking for a manager, if you don’t want to use Twitter or Facebook.

    2. Sherry Gosselin

      Being told to contact Customer service back again and ask to speak with a Manager, was not the response I was expecting. I would have expected that my concern would have been addressed or forwarded to the appropriate department to resolve.

      1. Sherry Gosselin

        Rogers escalation process has changed and I might add, not for the better!

      2. RogersMike

        This is a blog post, not an escalation avenue. The escalation process is described within the post above.

  150. Amul gandhi

    Hello
    I have very specific complain about your contact Center wait time which is not at all efficient in with time beginning what I am being told your wait time is 10-15 minutes 35 minute passed I have to give up I then called again it’s 45 minutes wait time no response I gave up this is how rogers contact Center – operate I am very disappointed with this waiting for someone real person to discuss your plan Then I tried reaching out Facebook social media I wanted upgrade and discuss about my services no one able to give me answer if they are on social media don’t they have any authority within that 2 hours I spoke 10 different social media Rep and I keep on repeating to every Rep I have this issue and I wanted to sorted this out – which is very fraustrating still that issue has not been sorted out -because they even don’t how to handle this issue they literally throw me out now i feel like I am not human I have decided I do not want any service from rogers you have another distractor client who is not happy with waiting time on call Center efficiency and Facebook social media Rep – I would not recommend rogers to anyone please see my post in FB. and my message in FB PRIVATE MESSAGE

    1. RogersMike

      Thanks for contacting us, Amul – really sorry you had a poor experience, and I’ll be sure to pass along your feedback internally.

      1. Amul Gandhi

        I do not wanted any of your product and services due to poor rogers services, both contact center and social media rogers have failed to provide me service in timely manners.

  151. May Kerr

    I want Rogers to stop calling my home phone with people from India….as I am on a do not call list why are these people still getting my phone no…as a Senior it is frustrating as these people can hardly speak English…..would appreciate if you would do something about this complaint………

    1. RogersAndrewNP

      Hello May, for assistance we would need you to reach out to our support team. You can reach them on Social Media @RogersHelps on Twitter or http://www.facebook.com/rogers

      1. Heather Begin

        Hello
        Can someone please help me, Ive been on you customer phone centre for four hours. Each agent needs the story then attempts to transfer me to a manager. It hangs up or routes back to a regular agent. Cant help to think this is on purpose. How can I reach a manager to resove a problem with my account

      2. RogersPaul

        Hi Heather, sorry to hear about your experience while calling in for assistance. Are you on Twitter or Facebook? We have a dedicated support team that is available 24/7 who are able to address many issues. You can find them on Twitter @RogersHelps or facebook.com/Rogers.

  152. Carrie griffin

    I’ve just cancelled my account with Rogers due to several issues!!
    My phone has been acting up the past 2/3 months I call Rogers maybe 3 weeks ago she tells me reboot it and call apple I’ve been in contact with Apple the last 2 weeks and they can’t resolve the problem!! This morning I call Rogers and he tells me contact device aid and I’ll get a new phone I clearly ask is it covered by my insurance I’ve been paying the last year or so he said yes!!! Device aid them tell me I’ll be hit with a charge of over 200 dollers when I ask why when I’m paying insurance he refers to it as car insurance!! I was never told about this charge when I took out insurance and feel I never should be obliged to pay that when I’m all ready paying monthly insurance!! I’ve had no option but to cancel my plan because this is not the first issue I’ve had with Rogers and I’m sure wouldn’t be the last!!! I’ve now to pay 250 dollers or something for the outstanding payments on my phone which I can not afford as I have to go and get a new phone!! I should have been made aware of this before I took out insurance I pay enough money on my phone bill every month and never miss a payment or late for a payment!! This service has been nothing but a nightmare since I joined with Rogers!! I’m now phone less and living over seas from Ireland with no phone to contact home until I can come up with the money for a new phone!! I had the same issue at Christmas when I unlocked my phone and get to Ireland and my phone would not work leaving me stranded at the airport with no contact to my family!!! Days later the issue was resolved!!! I feel cheated and let down by this phone service

    1. RogersPaul

      We’re sad to see you go, Carrie. If you have a change of heart, we would be happy to try and make things right for you.

  153. Christopher M MacInnis

    Over the last week (Aug 02-07) my digital cable has been distorted on my TV. I tried all that Rogers said to do and than went into a Rogers Store Barrie Ont. He told me that it probably was the digital box if all else failed and than informed me that if I purchased the box out right more than a year ago the warranty is no longer any good. Well if I was told, when purchasing the box out right that I only had a 1 year warranty and if the box became defective after that there was nothing Rogers could do, I would not have purchased the box out right as I had a history with your digital boxes becoming defective and in need of replacement. So over the last year I spent more on a box than if I rented month to month and this really annoys me as your a multi Billion Dollar Company and I am an individual on disability with a Major Mental-Illness wit limited finances. It should be a policy strictly enforced by your customer service staff at the time of sale I have found that the life of your digital boxes is 12 to 16 months and surely by now you know this trend with your product ever so well and do nothing about it but continue to take peoples money knowing it’s not a good transaction for the rogers customer if they are persuaded to purchase a digital box out right.

    1. RogersPaul

      Good morning Christopher, thank you for bringing your concern to our attention. I agree that it is important to make sure our customers are fully aware of the pros and cons with purchasing or renting our equipment. We have a support team on Twitter @RogersHelps or facebook.com/Rogers who is able to address such an issue. Do you use either social media site? If so, I recommend them as your next point of contact.

  154. Betty Nasimolo

    I am beyond angry with Rogers I have called in severally and my internet is still crap. To make matters worse the employees are non nonchalant like its my daily job to call Rogers everyday stay on the phone for hours just so the internet can still be faulty not to mention that the whole of Rogers doesn’t even know how to fix their own internet. I asked to speak to a supervisor and i was refused and the employee even chuckled on the phone and said i couldn’t speak to a sup. You are very vigilant in sending late notices and putting people on collections ruining lives by damaging their credit but take no responsibility for not giving exceptional customer service and fixing the issues with your services . It is clear my money doesn’t mean anything and its time to move on. GOOD RIDDANCE ROGERS

    1. RogersPaul

      Hi Betty, thank you for connecting with us here. As a customer, you are very important to us and I would like to connect with you a group of experts who can help you out. If you’re on Twitter, they can be reached at @RogersHelps, or on Facebook at facebook.com/Rogers. If you’re not on either site, let me know and I can have someone reach out to you by email.

  155. Ramandeep Mann

    Rogers signal doesn’t work in white rock, BC as whenever I go there I get charged for roaming and there is also no signal to make or receive calls or messages as I don’t receive full benefit of the plan and amount I pay for my phone.
    Hope Rogers does something to improve the signal strength and make sure they give full benefit to the customers for the high amounts of phone plans we pay.
    Thanks

    1. RogersMike

      Hi Ramandeep. Kindly reach out to our technical support team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to troubleshoot, and escalate the issue if necessary.

      1. Ramandeep Mann

        I did speak with someone and they told me that there is nothing they can do and I need to make a comment/ feedback online in order for anything to be done. It’s very frustrating to call every month to have the charges reversed and still have no proper service.

      2. RogersAndrewNP

        Did you speak to someone online as Mike had suggested or was it over the phone? The added benefit with the online conversation would be that they would have access to the complete history of all interactions so you wouldn’t have to explain the situation again if they are not able to fix it.

      3. Ramandeep Mann

        Who do I talk to online? And how?

      4. RogersPaul

        Do you use Twitter, or have a Facebook profile? If so, you can visit twitter.com/RogersHelps or facebook.com/Rogers and inquire with the customer service team there on social media.

  156. George Carr

    I recently attempted to upgrade my phone to a Sonim XP7 On live chat I was told I would need to agree to a two year contract in order to process the upgrade. After the 2 year contract was completed I was then told the Sonim XP7 is not available. When I asked for the two year contract to be reversed I was told that can’t be done. The Sonim XP7 is on the Rogers web page. I have called in a number of times trying to get this phone without success. Twice I was told someone would get back to me. My wish would be I can get the phone I tried to order. If that is not possible I would like the two year contract reversed.

    1. RogersMike

      Hi George, so sorry for the poor experience. Could you please reach out to our customer service reps on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to look into the issue and determine if that phone is available, and if it isn’t, how you can get your plan back.

  157. Ted Diamantouros

    Hello,

    My name is Ted Diamantouros and i have been a loyal customer for over 20 years. I’m happy with my service and want to continue going forward. I have been getting a loyal $10 discount on 3 of my business cell phone lines a long as i can remember, and every 2 years i call back one month before it expires to renew it. This August it expires and i called in like i have been doing for the past 15 years to renew it and customer care/management could not put this back on my plan. Its only $30 but i’m trying to keep my bill that has every service from Rogers for over 20 years around the $450-$485 range as times are difficult to keep up with every bill. I would appreciate if you can help me as i am a loyal customer and will be forever.

    Thank you.

    Ted Diamantouros

    1. RogersAndrewNP

      Hello Ted, thank you for your loyalty it is greatly appreciated. As this is not a support channel we don’t have access to your account directly, however if you were to reach out to our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers they would be happy to review your account and provide available options.

  158. Philip Rogers

    Just spent over 45 min. with chat customer service and as a new customer they could not find my account even though I gave all info that they already have!! So being patient I did and filled out all requests and each time they said they need my account number. Long story short…I want to cancel? But I have no account and I want a refund for installation.

    1. RogersAndrewNP

      Sorry to hear of the issues that you have been experiencing Philip, if you were to reach out to our Social Media team on Twitter @RogersHelps or http://www.facebook.com/rogers they should be able to help out.

  159. shelia shistig and leb shistig

    we are a customers for many years, and just wondering why rogers doesn’t think any more for elder generation, many years we used doro cell phones was very happy. now its out off the market, for us very hard to go after new tehnology,, please bring back doro to market, iff you care for us another words older simple cell.

    1. RogersAndrewNP

      Thank you for your feedback as well as your loyalty. I will definitely pass it along for you. Currently the only basic phone that we offer can be found here: http://www.rogers.com/web/link/wirelessBuyFlow?forwardTo=PhoneThenPlan&productType=normal&N=11+52+4294883132&Nr=AND%28Site%3ARogers%2CLanguage%3AEN%2CProvince%3AON%29

  160. Jason Sullivan

    Hello,
    I have just got of the phone with rogers customer care. My issue is the apartment below me had a tech come in and hook up internet service. Around 7 pm. Now none of our services are working. Internet, home phone and digital cable. I am told that they will not send a tech back at this time at night, to fix the issue. I am not impressed by this action. I am leaving on a trip in the morning. I am have someone come house and dog sit, while this person also works. Now I am force to have a over night guest in my home with no rogers services, which I pay $500+++ a month for.

    This is unexceptable.
    Customer care person I spoke to
    Al
    I968344750

    1. RogersMike

      Hi Jason, apologies for the issues. Did you schedule a tech visit with customer care?

  161. JACK STEWART

    Firstly Rogers satisfied customers probably filled in a Q & A where the only outcome was satisfied. I looked at it and thought it self serving and it’s near impossible to talk to management. I tried Aug. 14 to access my on-line bill but had forgotten my password. To reset password you enter your email address – which I did – and got the message ‘Unable to find email address”. I tried ‘live chat’ who kept telling me to enter my email no matter how many times I typed it wasn’t found. I tried today and get the same damn message. Question – Rogers can send inane ads and such and a new bill to xxxxxxxxxx@rogers.com (my only email addr.) but can’t find my email address. Tried instant message today and 10 minutes later still saw the message re. a technical problem – please wait. What,s the longest anyone has waited? Should you reply don’t start off with inane were here to helps nonsense etc. Just help. If Bell wasn’t as bad as Rogers I’d switch in a second. A very annoyed customer.

    1. RogersMike

      Sorry for the troubles you’ve experienced, Jack. I’d recommend contacting our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to assist.

  162. Dale Wrightman

    I have tried to deal with you people. It is impossible. You promised me a price for my internet then after it was done you raised it by 20 dollars. I asked why because your modem failed and it was my only option. Your response was too bad that is the way it is.. Even your own employees told me rogers do not care about their customers. Wow I believe them. Well I am switching to Bell tomorrow and I told them that. They could care less. Unbelievable. Bye Rogers for good. All my friends are switching too. What a reputation for customer service.

    1. RogersMike

      We definitely care about all of our customers, Dale! Before switching, please contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers – I’m sure they’ll be able to help!

  163. Janet Phillipps

    Our Rogers account is in my husband’s name Haruo. However I pay many of the bills for our household, including Rogers. The latest bill informs me that I failed to pay the August bill. However my online bank record indicates that I paid the full amount $136.45 on August 15. The TD code is XXXXX. Please check your records and get back to me.

    1. RogersAndrewNP

      Hello Janet, as this is not a support channel we wouldn’t be able to look into that directly for you however our support team would be happy to help. Reach out to them @RogersHelps on Twitter or http://www.facebook.com/rogers

  164. Natacha Savage

    I have noticed in March that my home phone plan promotion ended and that I was paying $37.40 monthly. Outrageous! So I called and they said they would make the changes and to call every year when the promotion ends. I have been paying $37.40 since Feb and when I called the concierge they said it was up to me to read the bills. When I call Rogers, nothing is resolved under 1hr 1/2 on the phone. It’s long, annoying and sometimes life just gets in the way. I paid over $300 for my home phone in the last 8 months with no call waiting, display or a voice mail. It’s pure highway robbery. Now I lost my job and waiting for our dear Gouvernment benefit to kick in and my bill is over $900 for the first time in 2 years. When I ask them for help with the bill they flat out tell me to make payment arrangements!! It’s wrong to take money from people and when they notice, it’s wrong not to credit them, especially when the proof it there!!

    1. RogersAndrewNP

      Hello Natacha, if you could reach out to our support team on Twitter @RogersHelps or http://www.facebook.com/rogers they would be able to look into options that can be provided.

      1. Natacha Savage

        But isn’t that what I did already and decided to write this comment?

      2. RogersMike

        This is a blog, not a customer service avenue – our experts on Twitter/Facebook have access to accounts, so please contact the team there.

  165. Ann Boduryan

    We have internet issues since March 2016, I called so many times, I spoke with so many people, this problem went on in April and May, end of June they fixed the issue but in August same problem came back, we keep losing Internet 120 times a day sometimes NO INTERNET at all. I reported Friday, Saturday, Monday Tuesday and today September 7th, the problem is all my neighbourhood, they refused to send me second level techian and issue are still here, every time I report Imreceive a automated phone call from Rogers saying ticket has been closed, problem has been solved but it isn’t, problem is still there, yesterday they called ( saying ticket is closed) q0 minutes later NO Internet when I called Rogers tech, they said, they can see this issue my area, I really don’t understand why do I have to call everyday, how they can close the ticket and problem still,here, they did samething v]back in March, it took them 3 months to find the problem because they didn’t send second level tech, they wasted my time and their time playing around until end of May finally they send second level tech and he said it was a pocket issue, that we are not getting good signals, we are having exactly same problems now, Internet comes and goes sometimes no internet. If they can’t fix it I will cancel my service, I am. To going to wait around 3 months for them the find the issue/

    1. RogersMike

      Hi Ann, truly sorry to hear of the issues you’re experiencing. I’d recommend contacting our technical support team on Twitter @RogersHelps or Facebook.com/Rogers – they’ll be able to assist and ensure that you receive resolution.

  166. neil jones

    Please help to get my Yahoo email faults fixed up. My problems are on file with Rogers.
    Respond so that I know I’m not dead-ended.

    1. RogersAndrewNP

      Hello Neil,
      If you are having issues with your Rogers email account you would need to reach out to our support team. They can be reached @RogersHelps on Twitter or http://www.facebook.com/rogers

      1. neil jones

        You obviously didn’t check my file.
        I don’t need to regurgitate my many talks with tech support. Why has Rogers/Yahoo moved all our emails into the sent file, on four occasions??
        I want this fixed!
        Here is a copy of what I sent as feedback:
        I completed this survey 5 minutes ago – almost. I wanted to add a comment on the last page but had torespond to a pop- up, which caused the survey to end.
        Here is my comment: My email problem still exists, and in fact the move of my inbox emails to my sent file happened again Friday 9Sep. Also, today I discovered that two or more of my inbox emails disappeared during the latest Rogers/Yahoo fault!

        I spent a lot of time with tech support. The latest problem:They told me to sign up for TechExpert as the only way they could directly investigate the Yahoo email problems. I was not able to check the ‘Yes I agree..’ boxes since their iPad interface didn’t work – therefore couldn’t sign on to TechExpert.
        I have spent far too much time getting nowhere (check my file).

        I want this fixed.
        Neil Jones

      2. RogersMike

        Apologies, but this is simply a blog post – not a support channel. We don’t have access to your account here, which is why we recommend reaching out to our technical support team on Twitter or Facebook.

  167. Averil

    I just sat on the phone with Rogers trying to get new service I talked to 4 different people. Was told a iPhone 6plus one for me one for my daughter. Was 139 each. Plus my plan 80 for first phone 45 for second phone. With 10 gigs of data plus an extra 2 for free. And I would get a 400 credit. Then they sent it to verification and wouldn’t process it. Put me back to another agent. Now they tell me 300 per phone. Rogers store told me 139 per phone. I keep getting the run around and different stories and prices and spent my whole night on the phone. I told them to shove the phone and I will go to different derive provider. From 139 and now 300 for a phone. I’m angry and will never recommend this company to anyone

    1. RogersMike

      Sorry for the troubles, Averil. Kindly contact our customer service team on Twitter @RogersHelps or Facebook.com/Rogers … they’ll be able to assist!

      1. neil jones

        And I thought the Ombudsman was the last line of defence for solving problems .
        I have a serious problem – do you get someone to investigate or call me? NO, you are just a clerk on a mailbox who has the same advice: go back to sqare one.

      2. RogersAndrewNP

        Hello Neil,
        As Mike mentioned, this is simply a blog post, not the ombudsman’s office. If you could contact our technical support team via Twitter or Facebook, they are well trained to be able to further assist and work towards a resolution with you.

  168. Nizar Hammad

    Hi,

    my name is Nizar Hammad, the account is in the name of my wife Nouhad Hammad and the cell # is XXX-XXX-XXXX.
    Am overseas, and the unlock # provided by Rogers back on September 4th didn’t work.
    Have provided the EMEI of my cell and all related requested info, talked several times to different people at Rogers tech and billings since that date and got nowhere.

    Am very frustrated, Could you help?

    Nizar
    +XXX XXXXXXXX

    1. RogersAndrewNP

      Hello Nizar, sorry to hear of your troubles with the unlock. This is just a blog site so we don’t offer direct support here however if you could reach out to our Social Media team they can help you out. You can reach them on Twitter @RogersHelps or http://www.facebook.com/rogers on Facebook.

  169. Antonio Paolucci

    Hello
    I have gone through the Buisness center and then I went to the office of the President and spoke to a M. Najam. M Najam was suppose to send me a new phone and it’s been dragging for a while now. I was wondering when I will get this phone? Please Advise!!!
    My number is(XXX) XXX-XXXX

    Thanking you
    Antonio Paolucci

    1. RogersAndrewNP

      Hello Antonio,
      Your request has been forwarded on, she should be back in touch with you shortly. Thanks.

  170. Amjad AL Hourani

    Hi
    I have an issue with MyRoger , I can not access my account from my computer or my Mobil and i have following this issue with your staff for the last 2 weeks and NO ONE could solve the issue till today !
    I have called 1888-764-3771 and even i have to call 1888-383-2080 Mrs Hallly ! where i think she created this issue and could not solve it later on!
    I even can not pay my bill and can not manage my TV and can not log in to my Home monitor system while i am out , and all my online activities is not working !
    I have been promised many time that some one will call back and no one did.!
    I wonder if anyone can solve this mystery.
    A. Alhourani
    XXX.XXX.XXXX
    amjadhorani@xxxxx.com

    1. RogersAndrewNP

      Hello Amjad, sorry to hear of the issues that you have been experiencing with your online profile. If you could reach out to our Social Media team @RogersHelps on Twitter or http://www.facebook.com/rogers they should be able to fix things up for you.

  171. susanne

    I joined Rogers and was quoted $144 month including tax. They sent me a bill for $162. I called they said that is because there is $14.95 one time fee and they charge 8 days extra on the first. bill.
    I in fact confirmed with several people at rogers, and wrote their name down $144 month including tax.
    now they say $195 month and was given a $30 credit so my monthly bill is $162 month.
    None of this makes sense and apparently they don’t have notes seeing the quote even though I have the name and quote number. Nor can they see the notes of the agents that confirmed to me my monthly cost.
    Each time I call they tell me different price and I have to battle, then I get confirmation I was right $144 including tax, then they send a bill for higher.
    I seriously regret joining rogers. This is not being honest to me or sticking to the agreement we had made.

    What can I do?
    I would rather cancel all services than go through this stress any further. I should not have to pay any cancel fee.
    They brought the wrong box two times as well, they left me without t.v. working.
    They brought 4k box and wanted to charge me for it when agreement was not that I never asked for that.
    They wrote note in the phone in that I wanted to change box rather than accepting their responsibility that they 2 times brought the wrong box to my home.
    I tried to talk to manager and the agent put me on hold until my phone battery went dead.
    I tried to ask her to have manager call me back but she continually talked over me and ignored my request.

    Nightmare experience. I am new customer and it has been problem after problem. As well as price change anytime they feel like it. Not honoring or even able to look at their own notes and their own quote to me.
    Should be illegal.

    what can I do this is really unfair treatment to me?

    1. RogersPaul

      Hi Susanne, thanks for bringing your concerns to our attention. We welcome the opportunity to make this right for you. Are you on Twitter or Facebook? Instead of calling in, we have a support team who is able to assist you 24/7 at your convenience. You can find them on Twitter and Facebook through these links. Let me know if you would prefer to communicate by email, or phone.