Rogers Communications
Reviews and Complaints
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Verified Reviewer | Toronto, OntarioLousy products! Lousy service
- Service and product quality
Preferred solution: Deliver product or service ordered
User's recommendation: I would avoid Rogers. They ignore any service problems, act like they don't care. They act like customers are not important. Consider using a competitor like Bell.
Dishonest technicians
In Nov, 2012 I called Rogers because I suddenly and for no reason, I had no dialling tone for my two landlines. A technician arrived, told me I needed new telephone instruments .
We plugged in an old telephone and voila, I had dialling tone !!--so new instrument needed. Stupidly I forgot to ask him to check the second phone for dialing tone. I called Rogers again to inform them that I did not have dialying tone on my second landline phone. They sent a technician who was here for exactly 6 minutes and he told me that the previous technician had connected the phones incorrectly.
I then received a bill from Rogers for CAD$91!! The technician had submitted a report that he had to connect my phones---a lie to be honest. How would I know that I had no dialling tone if the phone was not plugged in?
I called billing department , told the man who was in Barrie, my story, he promised to reverse this $91 charge. This did not happen.
Today a Rogers technician was supposed to come to repair my intercom between 4pm and 5:45 pm.
At 4:17 pm I received a message that the technician was on the way. The time now is 7:30 pm and no technician. I called Rogers and was told that the technician had called me and I did not answer the phone.. Believe me there is nothing wrong with either my cell phone or landline.
He is a liar--he did not call me as I was here waiting for him. The Rogers technician then cancelled the call-out.
there IS NO INDICATION ON EITHER THE LANDLINE OR THE CELL PHONE THAT THIS WONDERFUL ROGERS TECHNICIAN HAD CALLED.
I cannot believe that someone can lie about this.
This company has totally incompetent technicians who tell stories to get them out of the all the untruths they tell.. Is this how Rogers trains them?
User's recommendation: NEVER USE ROGERS COMMUNICATIONS
Increase in a promotion after one month and argumentative Rogers representative
User's recommendation: Check out alternative companies for TV, internet, phone, security services before considering Rogers.
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Verified Reviewer | Mississauga, OntarioNot able to get cable fixed
- 3 service disruptions
Preferred solution: Deliver product or service ordered
User's recommendation: dont subscribe to rogers cable
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerWireless Device Financing Balance
I just took a look at our ROGERS bill due the beginning of April, and I am FURIOUS!!!
In February 2020 we signed a new contract on a family plan for four (4) Google Pixel 4XL cell phones. There was a sale on each phone which is why we went ahead and got the new phones.
The sale price of each phone was $669 per phone, taxes included. We have been charged $69.95 each month per phone since February 17, 2020. As it is now March 2021 and our March bill shows we are STILL paying for each phone I realized we have paid $749.49 for each of the four phones. This means we have paid $170.40 MORE per phone than we had originally committed to!!!
Even worse, the current financing balance states we owe a remaining $749.51 for each phone!!!
How can this be?!? This is NOT what we mutually agreed to!!! We would have NEVER signed up for these new phones had we known that a half-price sale according to ROGERS is not actually a half-price sale!!! This is totally OUTRAGEOUS!!!
We are VERY dissatisfied and angry!!!
We have had NOTHING but trouble and hassle since signing up for this contract February 17, 2020. Two of the phones we had ordered were discontinued colors. An associate phoned the ROGERS store instead of contacting us. When the phones still hadn't arrived by the end of the promised delivery time frame, I contacted ROGERS.
The associate attempted to charge us full price for the two phones even though they were half price phones when we first signed up for the contract. After hours of conversation, supposedly the bill was sorted out. Then we noticed that our phone bills were a different price each month.
Our plan fees fluctuated with a mix of charges and credits which made the statement impossible to decipher. We had No idea what we were being charged for and why.
I had another multi-hour phone call with an associate with the promise the fees were finally accurate. Then all of a sudden we had a $2,000 phone bill because apparently in all the frustration and chaos, in a conversation with an associate, I agreed to removing a $1 package from each of our plans! The $1 package that would permit unlimited texting across North America at no additional charge. I NEVER would have agreed to that if I had fully understood the implications of that decision.
By the time that appeared to be sorted out we had spoken to more than 7 people over several weeks and consumed a multitude of hours unnecessarily wasted! If only ROGERS had just gotten it all correct from Feb 17 and moving forward.
Somewhere along the way through all the other blunders, ROGERS has once again charged us full price for all four phones!!! So here we are again!!! ROGERS needs to correct our bill!!!
Who do I talk to this time??? If I phone an associate, I will have to go through a ridiculous multi-hour conversation recounting the entire matter only to prove that ROGERS and I mutually agreed to a sale price on the cell phones. AND I'll have to explain why ROGERS' math is off and that we should have a ZERO financing balance on each of the four (4) phones. Never mind the fact we have grossly overpaid for the discrepancies with the plan and phones over the past 13 months.
I have had to make entirely TOO MANY phone calls to ROGERS since this contract commenced and each time, I have felt like I'm on trial. Each time I've spoken to a ROGERS representative the bill has gotten more messed up and the statement made less sense. I want this resolved once and for all!!!
The four of us are SO done with ROGERS and all this stress and frustration regarding our wireless contract and the cell phones. We have been with ROGERS for over 10 years and this has been the worst contract year with ROGERS E.V.E.R.!!!
Preferred solution: Device Financing Balance to be $0, refunds of $170.40 per phone, April bill to be readable, to cancel this contract without penalty fees, and to put this year of hassle behind us!
User's recommendation: Don't trust ROGERS -- 1/2 price sale is NOT a 1/2 price sale!!! -- Get EVERYTHING in writing
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRegret the switch
Update 11/8/21 - just received a warning text advising us that our service is about to be "restricted" as the majority of our monthly usage occurs within their Rogers-EXT Extended Coverage.Yes, we live in a remote area of BC, so why did you sell us this plan if you can...
August 6, 2021 - received both phones as ordered
August 10, 2021 - called buyers' remorse to exchange my husband's android to iPhone like mine ~ 1.5 hours
August 21, 2021 - called to *** (#1)as still hadn't received; agent said no replacement order found. Reordered.~ 1.5 hours
August 27, 2021 - called to *** (#2) still not received; agent said no replacement order(s) found. Reordered again.~ 1.5 hours
August 31, 2021 - still no tracking number emailed; called to *** (#3) ordered for a third time. Got a tracking number and was sent a return label for Android to send back once SIM card transferred.~ 1.5 hours
Sep. 1, 2021 - Received bill for $400 including service for husband's new phone which we still have not received!
Sep. 5, 2021 - Out for delivery notice from courier, but did not receive. Waited for 4 days at home for nothing.
Sep. 9, 2021 - called to *** (#4) phone was lost in transit; another replacement is sent out to us. We are now leaving for holidays for a long weekend and cannot sign but are assured it will be left on patio.~ 1.5 hours
Sep. 14, 2021 - returned home from holidays, phone was on patio as promised, switched SIM card, returned Android via Canada Post as instructed on Sep. 15 but could not give me a tracking number for parcel as the code was a "wallet code" QR. Husband phone works great for 1 week.
Sep. 21, 2021 - Husband phone stops getting service.
Sep. 22, 2021 - called to report technical issue and told his phone is blacklisted as it was never "signed for". Issue s/b fixed in 24 hours; still no service for 2 more days. ~ 1.5 hours
Sep. 25, 2021 - called to *** and told phone was unlocked, but service was not re-connected. Issue s/b fixed in 8 hours.~ 1.5 hours.
Sep. 26, 2021 - my husband's new phone is now working, almost 2 months after we initiated service with Rogers.
Sep. 27, 2021 - received several calls over past 2 days to say we will be charged for Android as it has not arrived back at the warehouse in Ontario (we are in BC); spoke to customer service rep who said don't worry about the charge on bill, it will get reversed once it arrives.~ 1 hour.
TOTAL TIME ON the PHONE TO STRAIGHTEN OUT THEIR MISTAKES AT THIS POINT: 14.5 hours
~ plus 4 days at home waiting for a delivery that never arrived.
** I HAVE EXPRESSED MY ONGOING DISAPPOINTMENT WITH EACH DIFFERENT CUSTOMER SERVICE REP, ONLY TO BE TOLD I'M SORRY BUT THERE IS NOTHING I CAN DO TO COMPENSATE YOU FOR YOUR AGGRAVATION, TIME SPENT FOLLOWING UP, OR INCORRECT BILLING PROCEDURES **
** WHEN ASKED IF WE CAN CANCEL OUR PLANS DUE TO APPALLINGLY UNSATISFACTORY SERVICE, WE ARE TOLD NO, IT'S A BINDING CONTRACT, AND WE ARE LEFT WONDERING WHAT OUR LEGAL RECOURSE IS **
** WE WILL BE TELLING EVERYONE IN OUR CIRCLE WHAT OUR EXPERIENCE HAS BEEN **
- Initial sales call was smooth and seamless
- Remote customer service platform is unreliable
Preferred solution: Let the company propose a solution
User's recommendation: GOOD LUCK WITH THAT
Data upgrade
User's recommendation: Hire some real people not virtual!!!!
Charged for service under false pretences
I have 2 landlines at home. Both stopped working with no explanation.
I placed a service call to Rogers phone repair.
A technician arrived and told me I should buy new phones. He got the existing phone to work and I admit I forgot to ask him about the second phone which had not been working.
i bought 2 new landline phones (panasonic) plugged them in and I still only had one phone working. I called Rogers to ask them to please fix this . The woman on the phone told me that I would HAVE TO PAY $71 to get it fixed.
The next technician arrived and told me that the previous technician had connected the wires incorrectly.
5 minutes later I had both phone working.
I then called billing and spoke to a billing person in Barrie. After explaining to him what the technician had told me, I asked why I had to pay $71 if the fault lay with his technician. He told me he would cancel this charge.
Well this did not happen. I was charged $71 for this call as the second technician submitted a report that he had to plug my phones in!!!!!!!!
How would I know that I had no phone lines if the phones were not plugged in?
Rogers technicians are both incompetent and liars. I am being penalised for their incompetence. I really have no problem in paying for a service rendered but to lie is dishonest and unacceptable.
I am not an idiot and to say he had to plug my phones in in his report , is disgusting.
But then Rogers is well known for ripping consumers off even if it means lying .Nothinbg cal N. You talk about scams---Rogers should be added to this list of crooks.
User's recommendation: Nothing can be suggested with this dishonest company. They will do as they please and we are powerless.
Ignite New Remote Control
Preferred solution: Let the company propose a solution
Terrible customer service..after 40 years I must change providers...increase in bill I unaffordable for seniors on a fixed income.
The agent is gud ..m happy with service but he did not give me good deal..i want to buy 2 new connections i just wNt gud deal
No reimbursement for service I did not receive
User's recommendation: Its a scummy company with horrible wait times. Third time ive had problems with them. Looking now elsewhere.They say they are the best ...yes and pigs can fly.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTerrible customer service
I've spent my entire day today trying to get my phone (under warranty) sent back to be repaired and a substitute given to me while this is completed. Your CSR's instructed me to go to a Rogers store and that they would process the old phone and give me the loaner phone.
The store I went to did not have one, and instructed me to call customer support.
I've been on the phone with customer support - and am still on hold as I type - grand total now of 1 hour 30 min. (for the third time today).
Preferred solution: Let the company propose a solution
User's recommendation: Unfortunately, the lack of free market competition in Canada makes you a slave to either the Rogers network or the Bell/Telus network. they both know they have the market secured, and the pissed off customers from one, just end up at the other in an endless cycle of disappointment...
Letter of release
- Nightmare
- Can hang up in a touch of a button
User's recommendation: Understand you have no value as a customer
Poor call in service regarding a bill
Preferred solution: Let the company propose a solution
User's recommendation: If you need to contact Rogers, just chat with Anna and tell her you are moving on to another service. This is what i am going to do
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Hi Andy! We appreciate your feedback and do apologize for the experience with trying to contact us.
If you can reach out to us so via Twitter @RogersHelps or on Facebook.com/Rogers or post a new message on our Rogers Community Forums we can try and assist you further. Thank you RogersJermaine
I doubt you can solve it - just more empty words