We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Telecommunications

Cogeco Connexion

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

This profile includes complaints for Cogeco Connexion's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cogeco Connexion has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 77 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They left us without internet for 3 days ************ ******* * **** ** **** I did not sign anything stating anything they refuse to resolve it in a timely manner, they refuse a refund, or to do anything to resolve it, the customer service was absolutely horrendous

      Business Response

      Date: 13/06/2025

      Dear ******* ******,

      The Better Business Bureau (BBB) has been in contact with Cogeco on your behalf in regards to your concerns. We appreciate this opportunity to respond. 

      Please accept our apologies for the inconvenience caused to you and for the amount of time that was spent attempting to resolve your concerns. At Cogeco we pride ourselves on providing outstanding customer service to all of our valued customers and do our best to meet those expectations. 

      Upon receipt of your inquiry a full review of your account was initiated. We can confirm you reached out to us on May 31, 2025 due to an internet service outage. A service call was completed on June 2, 2025 with a modem exchange correcting the service issues. As a customer service gesture we have applied a goodwill credit of $25.00 for the inconvenience experienced. This credit can be viewed on the next invoice generated on July 2, 2025.

      ******* ******, we appreciate the opportunity to resolve your concerns and apologize for any inconvenience you may have experienced. Should you have any further questions regarding this matter, please contact me directly. 

      Kind regards,

      *****, Office of the President, Cogeco Connexion

      Customer Answer

      Date: 13/06/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******* ******

    • Initial Complaint

      Date:01/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,

      I have received $63.38+ taxes additional one-time fee for 31.69GB over the limit Data GB usage.
      I had been out of country for few months. I forgot about my Data GB limit. When I came back home and called a Cogeco Customer Representative for my data limit, the customer representative told me that my plan had 500 GB data limit. If I had known my limit was only 135GB per month, I would have planned my data usage accordingly.
      When I later asked what the cost of over the usage data fee is, the customer representative said $1.33 per GB.
      Anyway, I would like to kindly request one time waiver of $63.38+taxes for March 15, 2025 bill.

      Best Regards,
      ***** ******** ******* ******* *********** **** ***** ******* ******** ** *** *** 

      Business Response

      Date: 07/04/2025

      Cogeco can confirm that the customer's concerns have been investigated and a response with the findings has been provided. At this time we can confirm the matter has been resolved. 

      Kind Regards, 

       

       

    • Initial Complaint

      Date:24/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cogeco cable knocked on my door in an attempt to solicit my business in late summer of 2024. * **** **** **** **** ** *** ***** *** ********** *** ********* **** ******* *** ******** *******.

      I advised the nice young man I was happy with current, but he was committed to getting the sale, so I heard him out. Was offered 5.00 less a month then current, and a free month.

      I said ok sure, but only if my rate is guarenteed and not subject to change. I was advised my rate was locked in until 48 months then it becomes the normal. This was again clarified on the phone when they called my sale in.

      I was shortly emailed over some papers and they send me a modem to self install. * ******* * **** ****** ****** ** ********* *** ****** ***** ******** ********* ****** *** ** ****** *******. They *********** ***** *** ******** **** **** ** ***** ********* ** *** **** added 5.00 a month to my bill after 25% of my contract going through.

      * ******* **** *** ********** ******** ******** ** **. I reached out to cogeco via virtual support and was told basically "do what you need to do" and they wont honour what the door sales person said,

      I even asked the young man why my deal was so good, as it was better then online and he said we are separate to them and have better options for sales. I see why now, they will just change the price anyways...

      So I would like 2 months of internet free (the approx value of the increase for next 18 months, or my "guaranteed" rate.

      Otherwise I will probably part ways with cogeco *** ** **** ******** ****** *** ***** **** **** ** ******* *** ******* ****** ***** ******* ****** ****** ***********

      Business Response

      Date: 16/04/2025

      April 16, 2024

      ***** *******
      * ********* ***
      *** *********** ********
      *** ***

      BBB Complaint ID#:********

      Dear Mr. *******,
      The Better Business Bureau (BBB) has contacted us on your behalf in regards to your concerns. We appreciate the opportunity to respond.  
      Cogeco has addressed the complaint and has come to a mutually agreed upon solution. 
      Sincerely,

      ****** *
          Customer Relations Specialist
          Office Of The President

        

    • Initial Complaint

      Date:24/10/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      * **** **** **** ****** *** ******* ****** This issue happened previously about 3 years ago and again now. They have a monthly charge for internet service. I pay this month charge for the package i have chosen. What happens is when they decide they need to update the package for consumers and change the base price they tend to lower the base price and then offer an additional discount for new sign up promotions. they do not adjust anyone who is on the previous price. So my bill is currently 131.99 plus tax but the same package is being offered for 99.99. This has happened before and they provided me a discount for this reason but there is no information on how long it has been since this changed. I have since reached out to cogeco and put back in queue after i raised my concern the first time. Reached out via chat and was told they couldnt help me via chat and I would have to call in again. I called in a third time, spoke to the loyalty team and they would not confirm how long the price has changed. They repeatedly *** behind the term "Grandfathered" plan using its general understanding as a savings method to make people believe that they had the best deal possible. I estimate it to be at least 6 to 12 months this has been over charged by roughly $32.00. This is also not an isolated incident as it has happened to me personally before about 2 years ago. **** ****** **** ******* **** *********. In the process they offered a 10 dollar discount and a 20 dollar bill credit for the 2-400 dollars in overcharges. After i declined I was told they would reach back out after speaking to a supervisor which did not happen. I was not contacted. * **** ******** ** **** ****** **** ** **** ** * ********** ** *** ***** ** ***** ******* **** ** ****** **** ******* ** **** *** ********* ******

      Business Response

      Date: 05/11/2024

      November 5, 2024
      ******* *******

      BBB Complaint ID#:********
      Cogeco Billing Account Number:***********


      Dear Mr *******


      The Better Business Bureau (BBB) has contacted us on your behalf in regards to your concerns. We appreciate the opportunity to respond.  
      This response is in follow up to our conversation with you this morning.  As a gesture of goodwill, we have agreed to reduce the package price of your current services by removing the Grandfathered status and changing the service to the more updated current  pricing of $99.99 plus taxes.  This package pricing is subject to rate increases with notifications in line with policy.  We have agreed to add a promotional offer of $45 in savings for 24 months.  You have stated you are aware of the ETF or Early Termination Fee should you decide to cancel the services prior to the ending of the promotional savings period.

      Mr *******, You have advised us that this resolves your complaint.   If you have any further questions about this matter, we can be reached at ************** during business hours.
      Sincerely,

       

      ****** **

      Office of the President, Cogeco


      Customer Answer

      Date: 05/11/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******* *******

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of calls: 2024-10-07

      - original purpose of call was to transfer my services between addresses for an upcoming move and to check to ensure I was getting the best possible rate. Was told I would have to speak with “loyalty” department. Called 2 separate times and each time wait time was stated to be 45 min, first time I was unable to wait and called back later. I called back later and instead of waiting 45 min I waited nearly 90 min to speak with someone. By that point I had decided to cancel my services *** ** ** * *********** ** *** **** **** *** ***** ********* *** ****** ******** * **** *********** ******. I was offered a promotional rate in an effort to retain me, which I declined, and then was told I would be required to pay a $75 cancellation fee. ** ******** **** *** ** ***** **** **** *** ******* ****** ** **** **** ***** ******* ******* ********** ********. I transferred my services for now but would ultimately like to move to a competitor without being penalized for wanting to leave ******* **** ******** * ***** ************ ***** ** *******. * **** ** ** ***** **** ** ********* ** *** ***** *** ** *** ***** * ***** ***** **** **** *** ********* *** ****** ***** **** ** ** ******** **** ** ** ***** ****** ******* ***** ********** *** ************ 

      Business Response

      Date: 10/10/2024

      October 10, 2024

      ****** *******
      *** *** ***

      BBB Complaint ID: ********

      Dear ****** *******, 

      The Better Business Bureau (BBB) has contacted Cogeco on your behalf regarding your billing concern.

      Having spoken to you yesterday, it became clear to us that your concern was regarding the hold times you were subject to when trying to speak to our retention department to potentially disconnect our service.  When you finally spoke to someone and wished to disconnect you were told that you would have to pay an Early Termination Fee. While the agent was able to get you on better promotions, you felt frustrated with the difficulty of having to hold for so long to speak to someone, only to be told it would cost you to leave. 

      Having reviewed your case, we have offered to allow you to cancel your services with no Early Termination Fee for the next 12 months. Once this 12 month promotion runs out, then you would be subject to whatever conditions are negotiated for the next promotion on your account. We have also offered a direct line to the Office of the President to support you in setting up your account at the new address.

      ******, we hope that your issue has been addressed, and as such you consider this complaint resolved. We look forward to continuing strengthening our relationship with you. Please reach out to us directly at ###-###-#### during regular business hours if you have any questions or concerns.

      Sincerely,

      **** ****
      Office of the President
      ###-###-####
      ********************


    • Initial Complaint

      Date:24/04/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been working with ***** *** to remove a pole that was inadvertently installed in my driveway at *** **** ******* Cogeco confirmed to ***** *** in writing that their services were removed from the pole April 18th. ***** *** crew arrived to pull the pole on April 19th, and observed that the services were not removed. I need help to get the right cogeco resources to the site so that i can access my driveway

      Business Response

      Date: 14/05/2024


      Dear Mr. ******,
      The Better Business Bureau (BBB) has contacted us on your behalf in regards to your concerns. We appreciate the opportunity to respond.  
      Upon receipt of your inquiry a full review of the situation was initiated.  During this investigation we determined that the pole in question was on the left side of the property which the team who had been involved were not aware was a problem.  I have been and continue to work with the maintenance team in the background as they work towards relocating the lines in question.  Cogeco’s most recent ETA is the end of this week and they expect the situation to be rectified.
      Mr. ******, you have indicated that you find it acceptable for us to continue to work together towards a solution to your complaint. If you have any further questions about this matter, we can be reached at ************** during business hours.
      Sincerely,

      ****** **

      Customer Relations Specialist

      Office Of The President

       


      Customer Answer

      Date: 17/05/2024

      The Cogeco services have been removed from the poles in question.

      I have reviewed the response made by the business find that this resolution is satisfactory to me.

      I hope that the business is able to improve their process after this experience, so that other customers do not have to use extreme measures to get work done. Cogeco also needs to find a new way to communicate with ******** and update ******** with changes to personal so that they have the correct point of contact when pole work is required. The original request was sent in October 2023, but no *** from Cogeco was aware until April 2024.



    • Initial Complaint

      Date:26/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for internet service which was installed on February 12,2024. I was advised there would be a $50 dollar activation fee plus a $100 dollar charge for a service visit and I was also informed by the agent a $50 dollar credit was going to be applied towards the activation fees and also a $ 100 dollar credit to cover the technician visit as they needed to make sure the service mentioned above was going to work well at my house.
      The internet worked for the first 2 days and ever since it keeps disconnecting and currently it hasn’t worked for 2 days, I have had to call every day try and solve the problem and technicians have come and after they leave the internet goes offline. Basically after a week of intermittent service or not at all I get a billing for $65 dollars plus $50 dollars technician for a service that has not worked for 2 days straight. Im not asking for any compensation I just want them to waive my fees as they haven’t provided me a good service at all.

      Business Response

      Date: 28/02/2024

      Good evening Mr. ****,

      As a follow up to our conversation, we would like to take this opportunity to confirm our mutual agreement to resolve your concerns. Upon receipt of your inquiry a full review of your account was initiated. We can confirm the following adjustments have been applied to your account:

      Technician Visit Fee - $99.00 plus taxes. Credit was applied 2024.02.26 (Please see March invoice when available to view this credit)

      One-Time Product Credit - $50.00 plus taxes. Credit was applied 2024.02.15 (Please see February invoice to view this credit)

      Lastly, as requested the account was disconnected on February 23, 2024. As discussed the final invoice will be made available at the end of March.

      Thank you,

      *****, Customer Relations Specialist, Cogeco Connexion

    • Initial Complaint

      Date:16/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      have never a account with Cogeco!
      I don't even know how a account was opened under my name without my knoladge and why they waited till now to contact me using a 3rd party company arm
      My identity was stolen and I have submitted all the proof and yet this is still hitting my credit score and I am getting ********* phone calls. I was just speaking to a lady named ********** from *** and she told me that there is two accounts with Cogeco under my name which is not correct as I have had an account with them. I have told them directly many times that this is not right yet they won't remove this from my credit report and having many phone calls to my number which has not changed in 10 years. They told me that they have been trying to reach me for over a thousand days it is simple they could have looked up my number and called me. All I want is this removed from my credit report and this bill gone! I never opened an account with them and I have been with my internet provider (******) since 2016! Please if they could reverse the damages caused on my credit report I would really appareciate it.
      Thank you
      the reference number from *** is ***** *******

      Business Response

      Date: 28/02/2024

      Dear Ms. *********, 


      The Better Business Bureau (BBB) has been in contact with Cogeco on your behalf in regards to your concerns. We appreciate this opportunity to respond. 

      As discussed, in order to move forward with a fraud investigation we require the following documentation from you:
      - Full Police Report
      - Proof of address from May, 2018 to November, 2018 (2 pieces: Lease Agreement + Utilities)
      - Documentation of reported fraud to credit agencies

      Once we receive the requested documentation we will complete a full investigation associated with the debt incurred at *** ****** ***** ******, Ontario. We look forward to assisting with this matter.

      Kind Regards,

      *****, Customer Relations Specialist, Cogeco Connexion

    • Initial Complaint

      Date:04/01/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,

      I've been a customer of Cogeco for more than 2 years. To resolve, the frequent disruption to our equipment, tech team shipped me a new router to be replaced with the old one. I did exactly what I was asked. This triggered a new service agreement which put my plan for TV + Internet from 54+ taxes to $180 without any intimation. A similar incident happened last year and ****** from office of the presidenet informed there is a system glitch. My plan was good until 2026, however, the new service agreement has overridden it.

      I want to restore the existing plan of 54+taxes. I contacted billing, but they aren't able to help at all.

      Business Response

      Date: 04/01/2024

      ******* ** ****
      ***** ***** **** ******** **** 
      ********* *******
      *** ***

      Re: BBB - Complaint ID: ********

      Dear Mr. *****.


      The Better Business Bureau (BBB) has contacted us on your behalf with respect to your concerns. We appreciate this opportunity to respond.


      This letter is to follow up on our conversation on December 28,2023 in which we discussed the complaint that was also left on our direct line.  We reviewed that there was no change to your service due to an equipment swap, but rather as your 24 month Internet promotion had ended.  There was a notice on your November 2023 bill that did notify you of the end date for the promotion.  During this conversation we discussed and reviewed current promotional offers for your internet service while keeping your TV service active and with the removal of your TV service.  At the end of our conversation you decided to cancel your TV service immediately and return the equipment to our storefront location.  You also advised that while you appreciate our follow up, you have also decided to cancel the internet service as you had accepted an offer from ****.  You advised us that once the **** service is installed you will cancel your Cogeco Internet service.
      Should you have any further questions regarding this matter, feel free to contact the undersigned directly at ************,  Monday through Friday, 9am-5pm.

      ****** ******
      Office of the President
      Cogeco Connexion


    • Initial Complaint

      Date:02/01/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a contract with Cogeco which started in 2022 for my mom *** ** ** ***** *** *** **** ** **** ** **** *****. I reached out to Cogeco because they kept increasing my internet bill. Considering the internet is accessed for games only the person I spoke with gave me a great contract since I was a loyal customer. I have since received increases in this bill with another notice my Bill will increase by $5.99 bringing the bill to almost $60.00.
      The last time I contacted BBB Cogeco contacted me and a very rude person commenced with a conversation that they would gladly let me go from my contract without penalty. Cogeco needs to be held accountable. A contract is a contract and if the issue was the opposite they would hold me accountable.

      Business Response

      Date: 04/01/2024

      ******* ** ****

      ****** ******
      * ***** ** 
      ******* ** 
      *** ***

      BBB Complaint ID: ********

      Dear ****** ******, 

      The Better Business Bureau (BBB) has contacted Cogeco on your behalf regarding your billing concern.

      Having spoken to you today, we were able to determine that you were concerned about the upcoming rate increase of $5.99 on your internet service in the month of March. We have explained to you how the 15 year promotion on your account does not lock in a price, and that your price is still subject to rate increases. You mentioned that the internet was used minimally, and that you were looking for a more manageable rate. We applied a 6 month $6 promotion to your account to offset the rate increase, and also gave you a 4 month $25 credit. 

      ******, you have indicated that your issue has been addressed, and as such you consider this complaint resolved. We look forward to continuing strengthening our relationship with you. Please reach out to us directly at ************** during regular business hours if you have any questions or concerns.

      Sincerely,

      **** ****
      Office of the President
      **************
      ****************.com


    Cogeco Connexion is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.