Complaints

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

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• 

  Cogeco Connexion

  950 Syscon Rd PO Box 5076, Station Main Burlington, ON L7R 4S6

• 

  Cogeco Cable

  1421 Confederation St. Sarnia, ON N7S 5N9

• 

  Cogeco Connexion

  Office 3301. Montréal (Québec) Place Ville-Marie, QC H3B 3N2

• 

  Cogeco Cornwall

  517 Pitt Street Cornwall, ON K6J 3R4

• 

  Cogeco

  3100 Howard Avenue Windsor, ON N8X 3Y8

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.

• Initial Complaint

  Date:28/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had a cogeco seller come to our door promoting Fiber optic internet. He told us we could try it for a month and pay only $9.99 if it did not work out (we have the sales order reflecting this), no technician or termination fees. When they installed the service, we immediately realized that their upload speeds were not enough for our needs so we cancelled the service the same day. That was November 9. On November 15 we received a bill for 128.81. We called three times, but they were not able to solve the problem. One of the agents even said they would waive all the charges, but when we called again, there was no record of that.

  Business Response

  Date: 30/11/2023

  ***** **********
  *** ********* ***
  ***** **** ** 
  *** *** 
  BBB Complaint ID: ********
  
  Hello Mr. **********
  
  The Better Business Bureau (BBB) has contacted us on your behalf in regards to the status of your service issues. We appreciate this opportunity to respond.
  Your complaint, as we understand, is that you disconnected your Cogeco service during the 30 day trial, but received a bill with a full month’s charge. 
  On November 30th, we spoke with you to assure you that this was not your final bill. Your service was active for two days, November 8th and 9th, these days have been adjusted accordingly and a credit of $14.16 including tax has been applied to your account. Your final bill will process on December 15th and will have a $0 balance. To confirm, the account was disconnected on November 9th, 2023. 
  We apologize for any inconvenience this may have caused. 
  If you have any further questions regarding this matter, please do not hesitate to contact me   at ************** Monday to Friday, during regular business hours.
  Regards,
  
  ****** ******
  Office of the President
  Cogeco Cable
  
  

• Initial Complaint

  Date:25/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was promised me a service for a certain price and now they want to charge me more.

  I notified you because I was getting nowhere with the loyalty department of Cogeco. After talking to them, they keep blaming another department ex it is IT and IT says it sales…
  
  when I upgraded my service I was told and I made sure, it was clear that I need a good, strong internet service in my detached garage. ** **** ***** **** **** *** **** **** ****. They told me that I have to purchase another booster pod because I already have 2 booster pods. However, the other 2 pods are essential for service in my house and can’t move them into the garage. My ***** lives on the basement and needs a booster there and I need another pod in my dinning room ** ** ******** *** ******** ******* for school. I was guaranteed a product for a certain price and now they want me to pay more. This is unacceptable, please help if you can.

  Business Response

  Date: 08/11/2023

  ****** ********
  Re:  BBB Complaint #********

  Dear Mr. ********,

  The BBB has been in contact with Cogeco on your behalf, and upon receipt of your complaint we launched an investigation into the concerns raised.  We appreciate this opportunity to respond.
  We’d like to apologize for any inconvenience that may have been caused.  After reviewing the account interaction history, a needs assessment was completed and we strongly recommend that your modem be replaced with an alternate model.  Initially, it was our belief that an additional pod may optimize your network connection, however upon further analysis we discovered a wireless communication issue between the modem and the pods.
  Mr. ********, attempts have been made to reach you by phone, however we have yet to make a connection.  We wish to ensure that this matter is fully resolved for you,  so please contact us directly at **************, during the hours of 9:00am to 5:00pm Monday – Friday.  We are  here to help.

  Sincerely, 
  

  ****** *
  Office of The President
  Cogeco Connexion
  **************
  
  
  

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have already spoken to Cogeco and they told me that the solution is to get another pod. Doing so would involve an increase in price. If they are willing to send me another pod so I can have the service that was offered and guaranteed in my garage. Then, I will end this complaint.

  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 23/11/2023

  ****** ********
  Re:  BBB Complaint #********

  Dear Mr. ********,

  Thank you for allowing us the opportunity to troubleshoot the internet connectivity problems you’ve been experiencing recently.  Options were discussed with you on November 20, 2023, and we agreed upon a course of action that satisfies both sides.

  Per your request, an additional pod was couriered to your home and the rental cost of $5/month has been offset with an Internet Rebate of $25/month for 6 months.  The overall value of this rebate is $150, which is the rental charges of 1 pod for 30 months.  As discussed, you will have some time to test the pod and determine if the connectivity has improved, or whether we move to the next step of replacing the modem with an alternate model.
  Mr. ********, you have indicated to us that you are agreeable to the proposed remedy, and that barring any continued service issues, consider the complaint resolved. 

  We are here to help, so please contact us directly at *************** during the hours of 9:00am to 5:00pm Monday – Friday, should the problem persist.

  Sincerely,

  ****** *

  Office of The President
  Cogeco Connexion
  **************
  

• Initial Complaint

  Date:24/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Cogeco service, with the promise of a $59.99 monthly rate for the first 24 months.
  
  I am being charged 99.99 per month and when i try to contact Cogeco, they keep me on hold for 30 mins+ and I can't get through.
  
  This seems like a tactic to have my give up and just pay the additional amount. I don't think this is fair that I need to waste my time to not be charged additionally and worry this is a systemic issue.
  
  My account number is: ***********

  Business Response

  Date: 02/11/2023

  ****** *****
  Re:  BBB Complaint #********
  

  Dear Ms. *****.
  

  The BBB has been in contact with Cogeco on your behalf, and upon receipt of your complaint we launched an investigation into the concerns raised.  We appreciate this opportunity to respond.
  After reviewing the interaction history on your account, we determined that you had spoken with a sales supervisor the day after the BBB Complaint had been submitted.  Records indicate that we were able to make this right, by correcting the error that was made by the data entry agent in September, 2023.  Errors like this should not happen, but we will always take measures to own the situation, when they do.
  Ms. *****, you have indicated today, by email, that you now consider this matter fully resolved.  Should you have any other questions or concerns regarding this matter, please contact us directly at **************, during the hours of 9:00am to 5:00pm Monday – Friday. 
  
  Sincerely, 

  ****** *

  Office of The President
  Cogeco Connexion
  **************
  
  
  

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  A door to door salesman representing COGECO offered a a three month rebate of $50.00 as part of their promotion for both cable and internet When I received my bill in the third month it was for the full amount. I contacted COGECO to explain the situation. Meanwhile 2 of my family members who signed up with Cogeco at the same received the full 3 months at 50.00 off. (****** ******) and (******** *** **** *****). I tried to explain this to to the customer service rep but my compliant was dismissed. Then I received an email stating that they had tried to reach me and wanted to “rectify the situation but I needed to call Cogeco which I did. I was kept on hold for a very very long time only to be told they could not help me. I explained about the letter I had received stated they would like to rectify the situation but the customer service rep said she would have to transfer me to another department where I was again placed on hold. Eventually I hung up. I emailed the customer service rep who had emailed me with the offer to rectify the situation and described my experience. Since that time There has been no further communication from Cogeco. This time my bill which is supposed to be $100.00 plus tax is now over $186.00 as the $50.00 credit has not been corrected and they have obviously charged me interest. This is very poor customer service. I was clearly told ** ***** ** ** ****** by a representative for Cogeco that we **** would receive a three month credit of $50.00. I want the 50.00 credit for the third month, and the interest adjusted. This month I will pay $100.00 plus tax which was our original agreement.

  Business Response

  Date: 06/11/2023

  
  ****** ****** ******
  *** ******** *****
  ************* *******
  *** ***
  BBB Complaint ID: ********
  
  Hello Ms. ****** ******
  The Better Business Bureau (BBB) has contacted us on your behalf in regards to the status of your service issues. We appreciate this opportunity to respond.
  Your complaint, as we understand, is that you were advised a rebate of $50, plus taxes, would be applied to your account upon signing up with Cogeco service for three months respectively.. At the time of your complaint, only two rebates of $50, plus taxes had been applied. 
  As you signed on for two services, you received the $50, plus taxes, rebate for two months. One rebate per service acquired, as this is what the promotional offer is at this time. However, we were able to recall the phone conversation that was had with the call center agent at the time you agreed to installing the Cogeco service. During this call, it was confirmed you were advised a rebate of $150 plus taxes would be applied to your Cogeco account over the span of three months. 
  Given this information, it has been agreed upon that Cogeco will apply the additional $50 plus taxes off, as a customer service gesture. 
   If you have any further questions regarding this matter, please do not hesitate to contact me   at ************** Monday to Friday, during regular business hours.
  Regards,
  
  ****** ******
  Office of the President
  Cogeco Cable
  
  

• Initial Complaint

  Date:20/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a Cogeco customer for almost 6 years.
  I am moving from my house to another house in ********* ** on Oct 1.
  I tried calling Cogeco 4 times on Sep 9 to move my service to the new address (was on hold for 3 hours collectively and couldn't reach an agent)
  I logged in to my account trying to to do the move online to avoid wasting more time on the phone
  when I provided my new address, I got the ******** ********** message that they have no service at my new address, as a result I called **** and ordered a new service for October 1.
  Called Cogeco today (another one hour on the phone) and they told me that they can provide service in the new address, I told them that their website doesn't say that, then they said I will have to pay a termination fee of $150
  I told them that it is not my problem that their website is dated and also it is not my problem that they don't have enough staff to answer my phone call, also I have a proof that their website is confirming that no service in my new address.
  They ignored all of that and insisting to charge the $150 , then they said they can match the price of **** if I stay with them, I told them that their internet has been unstable for the past year with no resolution as they asked me to pay for the technician to come and look at it and I refused.
  Now I need my money back due to their dated information on their website and their bad service and interruption (I work remotely )
  
  Thanks

  Business Response

  Date: 21/09/2023

  BBB Complaint ID: ********
  Hello Mr *****
  The Better Business Bureau (BBB) has contacted us on your behalf in regards to the status of your service issues. We appreciate this opportunity to respond.
  During our conversation today we discussed the reason for your complaint. This reason being the Early Termination Fees that were applied to your account upon the request to disconnect your Cogeco service. These fees were applied as you had an active loyalty promotion. This term was communicated to you at the time the Guaranteed Savings discount was accepted and applied. 
  As explained by yourself, you disconnected your service due to poor customer service, technical issues, as well as information from our website (Cogeco.ca) that your new address was not serviced by Cogeco. This was recently recognized as a system error and has been resolved. As it was assumed we could not service your new address, you had set up service with another provider and requested the disconnection for your current address. 
  Given this information, it has been agreed upon that Cogeco will waive the $150 plus taxes Termination Fee for the disconnection of your services. 
      If you have any further questions regarding this matter, please do not hesitate to contact me   at ************** Monday to Friday, during regular business hours.
  Regards,
  
  ****** ******
  Office of the President
  Cogeco Cable
  
  

• Initial Complaint

  Date:21/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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’ve been with cogeco since 2021 and been with them on my old address for 15 years. August 8 2023 I called to get discount and they gave me a discount. Right after I hang up the phone from them my internet dropped and didn’t come for an hr. Restart the modem and everything it came back. But since the. It’s always dropping it’s always cutting and won’t work for 5-10 mins. We work from home. I called them for an hr with a tech support couldn’t fix it. Said I will have to send a tech over. But in 5 days. We have no internet I begged for them to send someone earlier but they said nothing they can do so now I found another provider they are coming earlier to install their service I called cogeco to cancel now they want 75$ for cancelling early it hasn’t even been one week since we renew the contract and since then it never worked I said it’s not working and I made other arrangements I want to cancel now they are telling me they will send someone emergency and fix it. I want to cancel my services with them and I don’t want to pay the 75$ cancelation because their service doesn’t work and I had no help in the beginning. Their policy says if you aren’t satisfied with the service in 15 days you can cancel at no cost. ** ********* ****** *** **** ***** **** *** ******** *** * **** ** ******* *** *** **** **** * *** **** **** *** *** *** *** ** **** ***** **** ******** 

  Business Response

  Date: 22/08/2023

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

  Dear ****** ****, 
  

  The Better Business Bureau (BBB) has contacted Cogeco on your behalf regarding your billing concern.
  We had the opportunity to speak today regarding your concern. In this conversation I assured you that the Early Termination Fee would not be applied to your account, as the agent you had spoken to had already made the decision to waive it based on your technical difficulties. While the agent had asked you to call back in to get it waived, I let you know that I would be waiving the amount proactively today in the form of a bill credit. I also gave you the contact information for our office, so you can reach out to us in case you have any questions regarding your final bill. 
  

  Mr. ****, you have confirmed that you are confident 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

  Customer Answer

  Date: 22/08/2023

  
  
  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:09/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Wait time on the phone is excessively long, 45 minute wait on July 25 2023 and 90 minutes the previous time. Both were in July 2023. Furthermore, when I tried to purchase additional internet time I was categorically refused and I was forced to pay a $30 premium. When I asked to file a compliant with a supervisor, I was told that I was not allowed to speak to a supervisor and that I was not allowed to file a complaint. Unfortunately, no other service provider is avaible at our location, so we are stuck with the Cogeco monoploy in ** ******* ** ******. The service was for *** *** ***** ** ****** ** ******* ** *** **** Account number ***********

  Business Response

  Date: 17/08/2023

  We have removed the overage fee for internet usage and will send a cheque to Mr. ** ***** upon confirmation of his address.

  I sadly wasn't able to speak with him today but will try again tomorrow.

  Information is available ** *** *** ******** ********.

  Have a great day!

   

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

  Customer Relations Supervisor

  Cogeco Connexion

  (***) ********

• Initial Complaint

  Date:17/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Unable to speak to someone on the phone unless you can answer there 5 questions, spend 15 minute to tell me I have the wrong answer this is ******  I just want to know why everything I connect to the internet tells me I have unstable connections, our phones, the security cameras, and my computers. Unstable? What are we paying for?

  Business Response

  Date: 28/07/2023

  Good morning Mrs. ********,

  Thank you for taking the time to review your concerns with me. We can confirm that the internet service issues have been addressed and resolved.

  Kind Regards,

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

• Initial Complaint

  Date:19/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was with cogeco for 2 years from 2021-2023 at the end I had to cancel because we were moving and cogeco did not provide services in the area we moved to. There was a charge on my account because there’s was miscommunication with bringing the modem back, fine I completely understand. The first or second week of June I brought it in and was told not to worry about the charge as it was dropped and that they owed me $74 and then they updated my address to have it sent to the correct one. Today is June 16 and I was charged for the modem, I called and cannot get the money back for 4 weeks, which now means I will collect interest on the bill it was supposed to go to, after calling I was also notified that my address was not updated and now have no idea where the cheque for $74 is, I want to know why the money was pulled out, why can you take it right away but take 4 weeks to give back WHAT SHOULD NOT HAVE BEEN TAKEN.

  Business Response

  Date: 28/06/2023

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

  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,

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

  Customer Answer

  Date: 28/06/2023

  
  
  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:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Connexion allowed an account to be opened in my name. There was NO credit check done on my credit or an account opened on my credit account for a Cogeco account - I know this because I check my account weekly.
  I have also never had Cogeco services, I’ve been with **** at ALL my home addresses for the past 15 years.
  
  A few weeks ago I received an alert that indicated I had a collection report on my credit report. I went and checked and it was from *** ****** for an account that started with Cogeco for $391.
  
  I have since contacted Cogeco, *** ****** (who was quite rude, on top of being unhelpful), and the credit reporting agency - I didn’t get much help. Since I can’t answer the verifying questions for the account (because it ISNT mine), they won’t allow me access to any of the information. While they wouldn’t tell me specific information, they did say that the email, phone number, birth date and address on the account doesn’t match mine! They also wouldn’t tell me how the account could be opened in my name.
  
  How did this happen? Does Cogeco not check ID before creating accounts? Why wouldn’t they have checked my credit AND registered the account with the credit reporting agency, before simply reporting the debt. This would have allowed me to contest it BEFORE it was made into a collection report (the ONLY one on my account).
  
  I’m beyond frustrated and feeling helpless. I’m left spinning my wheels trying to resolve this, with no help from the companies that caused it, before it diminishes my credit further. ** **** ****** **** ** ** ** ****** **** ***** **** ****** **** ******* *** **** ** ******* ** **** ***** ******* *** ***** ***** **** **** *** ******** **** **** **** *** *********** ***** ** * ****** ****** ******* *****.
  
  I’m happy to provide any kind of proof that the company asks for to proof this account is NOT mine and have it removed from my credit.

  Business Response

  Date: 23/06/2023

  *** *********, we appreciate the opportunity to resolve your concerns and apologize for any inconvenience you may have experienced. Please reach out to me if you have any additional inquiries.

  Thank you,

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