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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

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Cogeco Connexion has 5 locations, listed below.

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    Customer Complaints Summary

    • 78 total complaints in the last 3 years.
    • 30 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/08/2022

      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.
      Started Cogeco services in May 2022 they still have not buried over 100' of cable that they said would be done within 3 weeks. The exposed cable runs between mine and my neighbors house which has caused issues with me neighbor as cogeco also has line exposed on his property where he is not a customer of them. The exposed cable has caused my children to trip over it and hurt themselves 3 times so far and cogeco has been told about it and does not care. I called again after they hurt themselves and they don't care. * ***** ********** *** **** ***** ******* ****** ******* ** ********* ** ******* ** ******* ***** ****** * ********** ****** ** ****. Cogeco has not even offered any kind of compensation for their lack of ability to finish installation of their services.

      Business Response

      Date: 07/09/2022


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





      Re: BBB Case #*******

      Cogeco Account #***********





      Dear Mr. ******,



      The Better Business Bureau (BBB) has contacted us on your behalf in regards to your concerns. We appreciate the opportunity to respond. Please accept our apologies for the inconvenience caused to you and for the amount of time that you have spent attempting to resolve your concerns. At Cogeco, we pride ourselves on providing outstanding customer service to all our valued customers and strive to exceed expectations.



      To address the primary issue outlined in the case, we have deployed a representative to your residence and have completed an investigation. It has been determined that Cogeco will need to bury a replacement underground coaxial line for both yourself and your neighbour's residence. To start this process, we have created a work-order/drawing of a planned burial route for the properties involved. We have submitted this proposal to the local municipality and are currently awaiting a response. Once we receive a permit, we will then obtain underground-locates for the properties and hire a local contractor to complete the work order.



      We anticipate/project the aforementioned steps to be completed by Oct 7th 2022. However, it should be noted the completion date will ultimately vary based on response-times from the involved third-parties. Regardless, Cogeco will do everything within our influence to expedite the process and complete the work order as-soon-as-possible for you. Additionally, as a goodwill gesture for the situation, Cogeco has processed a one-time credit towards your account, totaling $74.58 (HST included),



      Mr. ******, you have confirmed with us that we have addressed and/or resolved your concerns. Should you have any further questions or concerns regarding this matter, please contact this office directly at ************** during standard business hours.





      Sincerely,





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

      Office-of-the-President

      Cogeco Connexion

    Cogeco Connexion is NOT a BBB Accredited Business.

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