Andy H Bxo

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 Reviewer
| map-marker Toronto, Ontario

Lousy products! Lousy service

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repeated requests to fix internet problem. no results.Use Bell. I called and spent over 2 hours on hold and then over an hour on hold with Live Chat. No results. No one seems to care. This has been going on for many months.
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Cons:
  • 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.

2 comments
RogersHelps

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

Guest
reply icon Replying to comment of RogersHelps

I doubt you can solve it - just more empty words

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Anonymous
map-marker Toronto, Ontario

Dishonest technicians

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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?

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User's recommendation: NEVER USE ROGERS COMMUNICATIONS

1 comment
RogersHelps

Hello, Thank you for sharing your service call experience. The tech calls may become chargeable if the issue is not related to Rogers' service or equipment.

It seems you have already reached out to us through our Community; we'll investigate the issue on your behalf.

Thank you for your patience. Regards, RogersMoin

Anonymous
map-marker Barrie, Ontario

Increase in a promotion after one month and argumentative Rogers representative

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Promotion agreement with Rogers for one year at stated price, was increased after 1 month. I was shocked ........as this was not the agreement Spoke to Rogers Rep in Ottawa. Jan.23/22 who was argumentative, inflexible, poor listener, continual interruption,contradicted me several times, lack of empathy for the situation, not helpful at all, tried to "sell" me additional TV and phone items, Bad mouthed Bell "telephone" service . I Asked to speak to a supervisor. He said it would do me not good..... I could go on.......he was the worse Rogers Rep in my 25+ years with Rogers. ..Incredible extremely poor people skills...the worst. I used to really like Rogers and their service, but now the service is beyond terrible and the company does not seem to care.........most unfortunate.
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User's recommendation: Check out alternative companies for TV, internet, phone, security services before considering Rogers.

1 comment
RogersHelps

We apologize for the inconvenience. This is definitely not the type of experience we want our customers to have.

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! RogersRahul

Marilyn D Dew

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Verified Reviewer
| map-marker Mississauga, Ontario

Not able to get cable fixed

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I have complained for the last year numerous times about the interference in the channels and they send out technicians to try to fix the problems who in turn continue to do the same things over and over. I do get my bill every month and have to pay it why do they not have to honor there contract with me.
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Cons:
  • 3 service disruptions

Preferred solution: Deliver product or service ordered

User's recommendation: dont subscribe to rogers cable

2 comments
RogersHelps

Hello, Thank you for sharing your cable concerns here. We'd like to know more about the channel interference you are experiencing so we can find a solution for you.

Please connect with us through Rogers Community Forums. Regards, RogersMoin

RogersHelps

Hello, Thank you for sharing cable concerns here.

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Michelle K Ylz

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 Reviewer

Wireless Device Financing Balance

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Rogers Communications - Wireless Device Financing Balance
Rogers Communications - Wireless Device Financing Balance - Image 2

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.!!!

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Loss:
$682

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

4 comments
RogersHelps

Hello Michelle, It's disappointing to hear about your recent experience. We can't thank you enough for your loyalty over the past 10 years.

We definitely want to look into this for you to see what options are available to get this resolved. Please reach out to us at the Rogers Community Forums so we can get started on this for you.

We look forward to hearing from you. RogersHelps^tb

Rozella Pfa
reply icon Replying to comment of RogersHelps

RogersHelps ... It is more than disappointing ...

I am absolutely ANGRY about being messed around by ROGERS since February of last year!!! I have since paid the bill for April because the last thing I want is penalty fees attached to the ridiculous overages we've been charged. As a result of paying the April bill, we are have now overpaid by $961.96! This is TOTALLY unacceptable!!!

I am in the process of posting to the Rogers Community Forums again as the first post I made about this has been ignored and the second post was somehow deleted. I want someone with authority from Rogers to contact me today.

Rozella Pfa
reply icon Replying to comment of Rozella Pfa

@RogersHelps: I have now attempted FIVE times to post to the Rogers Community Forum as suggested by RogersHelps with NO success whatsoever! This is RIDICULOUS!!!

Guest
reply icon Replying to comment of Rozella Pfa

file small claims and hope a huge refund coming your way. Rogers ae greedy and worst thing is they are buying Shaw out west

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Renee P Hog

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 Reviewer

Regret the switch

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Updated by user Nov 08, 2021

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...

Original review Sep 27, 2021
July 29, 2021 - switched family cell phones from Telus ~ 1.5 hours
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 **
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Pros:
  • Initial sales call was smooth and seamless
Cons:
  • Remote customer service platform is unreliable

Preferred solution: Let the company propose a solution

User's recommendation: GOOD LUCK WITH THAT

2 comments
Guest

file small claims court and get all your money and time back for wasting it with rogers. huge compensation

RogersHelps

Hello, Renee. Thank you for sharing your service experience; it's unquestionably quite disappointing.

We strive hard to provide the best in class in customer service; however, it seems we have fallen short in your case. We would like to investigate the issue posted and resolve any pending concerns. Please reach out to us on Rogers Community Forums or Twitter @RogersHelps or on Facebook.com/Rogers.

We look forward to hearing from you. Regards, RogersMoin

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Anonymous
map-marker Okotoks, Alberta

Data upgrade

You are a phone company why cant I talk to an actual person not virtual helper. she eventually connects me with a real person but I can only talk via text. THAT REALLY SUCKS !! Very little support when need the most.
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User's recommendation: Hire some real people not virtual!!!!

1 comment
RogersHelps

I completely understand where you're coming from. We sincerely apologize for the inconvenience If you can post a new message on our Rogers Community Forums, we can try and assist you further.

Regards! RogersRahul

Anonymous
map-marker Toronto, Ontario

Charged for service under false pretences

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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.

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User's recommendation: Nothing can be suggested with this dishonest company. They will do as they please and we are powerless.

1 comment
RogersHelps

Good evening! I can imagine how upsetting this experience must've been for you.

If you'd like us to take a look into this for you, please reach out to us via the Rogers Community Forums :).

Feel free to mention you're coming from here. - Zara

PAULETTE N Imp

Ignite New Remote Control

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Hi! My name is Paulette Noel - #8 - 210 Parkside Drive Fredericton, NB E3B 5V7. Home: (506) 206.1261 Cell# (506) 292.2043. My tv Ignite box was replaced a bout 2 weeks ago. I made the mistake of exchanging my old remote, the XR11 Voice Remote with the new one XR11 Voice Remote. I DO KNOW LIKE THE NEW ONE. It doesn't have the cushioned buttons like the ole one. The new one hurt my fingers. I have spoke to both, technical support &;;;;;;;;;;; my local store and it seems that their in NO way to get it back. I want my old Ignite tv remote back. Thank you Paulette Noeesesly
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Preferred solution: Let the company propose a solution

1 comment
RogersHelps

Hello Paulette! We appreciate your feedback and do apologize for the experience with the remote control that you are having.

If you can reach out to us so that we can investigate this further for you via Twitter @RogersHelps or on Facebook.com/Rogers or post a new message on our Rogers Community Forums we would really appreciate it. Thank you RogersJermaine

Anonymous
map-marker Toronto, Ontario

Terrible customer service..after 40 years I must change providers...increase in bill I unaffordable for seniors on a fixed income.

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Tried to lower my bill..first agent did...but now I'm told that was a mistake...called numerous times...but refused my request .terrible customer service.moving to bell.
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1 comment
RogersHelps

Sorry to hear about your recent experience with customer service, we'd like to try and assist you. Please reach out to us via private message at the Rogers Community Forums!

Looking forward to hearing from you. - Zia

Anonymous
map-marker Surrey, British Columbia

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

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M happy with agent service..but i did not get gud deal with 2 phones plan..m looking for gud plansi m with fiso they give me very gud deal
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1 comment
RogersHelps

Hi there! Thank you for comment about the agent you spoke with, we are glad you were happy with their service.

For more information on our current deals and promotions kindly reach out to us via Twitter @RogersHelps or on Facebook.com/Rogers or post a new message on our Rogers Community Forums so we can assist you further. RogersJermaine

ed a Wpb
map-marker Kitchener, Ontario

No reimbursement for service I did not receive

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rogers line to house was faulty. Internet television and phone kept cutting out. No one could call me. On phone waiting maybe 20 hours. Manager said when new phone line put in ,I was to calt hem to get reimbursed for months not working. Even when talking to her ,phone cutn out at least 10 times. Manager wrote this in notes. Called for reinbursement. They said would give 42.00 credit. No manager notes were found even when I asked her to write them in my file. So, 2 montrhs no phone, television and internet down alot, 20 hours at least on phone, 2 times getting cell phone from them and returning it. AND THEY SAID YOUR TIME AND SERITY WAS WORTH 42.00 My telephone service alone is more than that.
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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.

1 comment
RogersHelps

Greetings! Thank you for sharing your experience.

I'm sorry that you are having these intermittent issues with the connection. I know the importance of ensuring these services are working can be. We would love to assist you and investigate this matter further for you.

Kindly reach out to us via Twitter @RogersHelps or on Facebook.com/Rogers or post a new message on our Rogers Community Forums so we can assist you further. RogersJermaine

John G Ibf

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 Reviewer

Terrible customer service

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Original review Aug 30, 2021

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).

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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...

3 comments
RogersHelps

Hello again, John. I'm sorry to hear that your issue did not get resolved to your satisfaction.

Regretfully, we are unable to make any outbound phone calls and as this is a third party platform, we wouldn't be able to continue assisting you here. If possible, please do reach out via one of our available support avenues and we'll be happy to continue assisting you further with your concerns.

We appreciate your understanding and hope to hear from you soon. Kind regards, Laura

John G Ibf

Thanks Laura. No.

Nothing was improved. Although I did get my original defective phone back, repaired and wiped - hip hip hooray. Also - the loaner phone promised to me by your service team never arrived. I've certianly not changed my opinions of Roger's- more to the point they've been further confirmed.

By the way, If you care so much about your customers as you state, why the run around to communicate with you via all kinds of email sites and portals?

You are a phone company! Why not simlly call me?!!

RogersHelps

Good day, John! We hope this message finds you well.

I'm very disappointed to hear that your latest interactions with our team have not been great. Our customers are extremely important to us and we want every interaction to be a pleasant one. By any chance, were you able to get this matter resolved? If you still require assistance, kindly post a new message in our Rogers Community Forums or reach out via Twitter @RogersHelps or on Facebook.com/Rogers.

We'll do our best to turn this situation around for you. :) - Laura

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Anonymous

Letter of release

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Tried for 1 week several hours a day with customer service * credit office * managers please note a current customer now .Lost piece of equipment paid balance still no letter .Called everday on average 3 to 6 hrs on phone on average when you got to Credit manager they would loose you on average 2 hrs into the call
View full review
Pros:
  • Nightmare
  • Can hang up in a touch of a button

User's recommendation: Understand you have no value as a customer

1 comment
RogersHelps

Hello and thanks for sharing your concern! It can be very frustrating waiting on hold but we would love to look into this for you further.

Kindly reach out to us via Twitter @RogersHelps or on Facebook.com/Rogers or post a new message on our Rogers Community Forums so we can assist you further. RogersJermaine

Joyce B Asy

Poor call in service regarding a bill

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I recently called the number on my Rogers bill to find out about my latest bill. I had questions as to why my bill was so high and to find out if they had any promotional packages for their valued customers. I was told an 8 to 10 minute wait, waited half an hour then gave up. i tried the online Anna, but got no where the other day. Poor customer service
View full review

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

1 comment
RogersHelps

Greetings, Joyce! Thanks for sharing your experience.

I definitely agree that long wait times are never fun. Hopefully, we can make your next experience a much more positive one! If you'd still like to chat with us about your package and pricing options, we'd love to hear from you! We'll do our best to find you something more suitable for your needs.

I'd recommend reaching out via Twitter @RogersHelps or on Facebook.com/Rogers or you may send us a private message in our Rogers Community forums.

One of our awesome agents will be happy to assist you further! :) Thank you, Laura

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