Business Profile

Telecommunications

Rogers Communications

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

1,525 total complaints in the last 3 years.
580 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.

Initial Complaint
Date:12/10/2023
Type:Service or Repair 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.
Rogers agents installed a cable line across the top of several fences and across a gate between multiple neighbors. It poses a safety hazard as it is at neck height as you pass through the gate.
Over two years have passed with multiple requests being been made to have it burred, no action has been taken to bury the line despite several service requests and several service tickets supposedly being created to have it buried.

The attitude at Rogers seems to be that of a blatant disregard for public safety and a complete lack of accountability.

The most recent reference numbers I've been provided by Rogers for this issue are:
**********
**********
Business Response
Date: 20/10/2023
At Rogers, we value the feedback received from our clients, and
would like to thank ***** for presenting this matter for
review.

We are currently working with the customer to resolve their concern.

Rogers is looking forward to the opportunity to address the customer's
concerns.
Customer Answer
Date: 20/10/2023

Complaint: ********

I am rejecting this response because: Rogers is working with me to resolve it, but the issue has not been resolved yet Of note, the above ground wire causing this hazard is noted as 'temporary' in the Rogers systems, but has been in place for ~3 years without being addressed

Sincerely,

***** ***** ******
Business Response
Date: 03/11/2023

At Rogers, we value the
feedback received from our clients, and would like to thank *****
for presenting this matter for review.

We are currently working with the customer to
resolve their concern.

Rogers is looking forward to the opportunity to
address the customer's concerns.
Customer Answer
Date: 15/11/2023

Complaint: ********

I am rejecting this response because: The issue is still pending resolution and the safety hazard remains. Ideally the BBB or another regulatory authority would get involved to enforce a standard of care that telecom providers would need to meet, including eliminating these hazards to the public in a timely manner.

Sincerely,

***** ***** ******
Business Response
Date: 20/12/2023
At Rogers, we value the feedback received from our clients, and would
like to thank ***** for presenting this matter for review.

Client Concerns :
-The customer has stated there is a temporary line that is hazardous
near their property.
-They are seeking compensation since they have reported their concern multiple
times.

Investigative Findings :
-An escalation request was sent to have the temporary line secured.

Resolution :
Rogers’ Office of the President successfully contacted the customer on December
20, 2023.
-The customer has confirmed that the work has been completed.
-A credit was applied to their account as a goodwill gesture.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 20/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, but that the required systemic changes are are outside the purview of the BBB and need to be raised with the appropriate regulatory body, likely the CCTS.

Sincerely,

***** ***** ******
Initial Complaint
Date:11/10/2023
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.
Good afternoon,

I hope this finds you well. My Rogers account number is *********. On or around September 23, 2023, I had called to INQUIRE about preferred pricing plans with eligible employers, having already received a passcode. All I asked for was pricing for potential plans, to help me decide. At no point did I consent to actually signing up for the program and paying the $50 + HST ($56.50) enrollment fee -- I made this very clear to the agent I spoke to when they mistakenly signed me up. I insisted that this be reversed, and the agent said they would reverse this. However, upon looking at my bill last night, I noticed an extra charge of $56.50 for this enrollment fee. ****** *** ******** * ******* ****** ******* ** ** ****. I feel like I have been misled by this agent. Additionally, I was provided no accompanying email confirmation.

I ask that the enrollment fee mentioned above be reversed -- I did not give my consent for this charge, and it was unauthorized. Please note that, in case of failure to resolve the issue at this level, I will have no choice but to file a formal complaint with the Ontario Consumer Protection Bureau.

While I had spoken to someone over the phone just now, and was promised that this would be "looked into", and that I would hear back in 7 business days, unfortunately, based on my experience on / around September 23, I feel that I need to escalate this by filing this complaint, in order to create a record. The case they created was **********.

I look forward to hearing back and a speedy a resolution.

Best regards,

******* ******* ***********
Business Response
Date: 12/10/2023
At Rogers, we value the feedback received from our clients, and would
like to thank ***** for presenting this matter for review.

Client Concerns :
-The customer is contesting the Rogers Preferred Program enrollment fee.

Investigative Findings :
-The customer’s enrollment was cancelled.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
12, 2023.
- Rogers Preferred Program enrollment fee has been adjusted.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 12/10/2023

Dear Better Business Bureau:

Thank you to Rogers for the prompt follow-up and resolution. The matter has been resolved.

Best regards,

******* ******* ***********
Initial Complaint
Date:11/10/2023
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.
Date of transaction: September 30, 2023 (Upon cancellation of service)
Money owing: $300
Business involved: Rogers Internet
Nature of the business: Internet Service
Business resolution: Not helpful, mentioned their charges are legit
Account: *************

Details:
I was sold this service without knowing there is a 3 years contract as a business plan even though I am NOT a business instead an individual without any corporation. I was with this service for over 15 months until the quality of internet went really bad. I also work full time from home using my internet as a primary way of communicating. The internet connection became very instable and continue to drop during the day and sometimes even twice a day in which I had to wait 5-10 minutes for it to come back online.
I have contacted numerous times to technical department but the issue persist on daily basis.
This was affecting my earning and quality of life as we are aware that now a days everything is internet based.
One day I was in the middle of the work online meeting when my internet went down, I got too frustrated and end up cancelling the service.
Ever since I have a new ISP service , I never have issues with connection drops .
Please have Roger's waive my contract cancellation charges which are ~$300.
Business Response
Date: 17/10/2023
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank ******** for
presenting this matter for review.
Client Concerns:
Grandfathered Business Grade Internet.
Service Experience.
Early Cancellation Fees.
Investigative Findings:
The technical issues were captured and documented in form of
account interactions.
The applicable ECF fee details were shared with the account holder.
Resolution:
Rogers’ Office of the President successfully contacted the
customer on October 17, 2023.
The now former account holder has since moved from the grandfathered
Rogers Internet platform to another provider due to captured service issues
only.
The remaining balance has since been revised to ********’s
satisfaction and, we advised him to contact our office at his convenience should
he have thoughts on returning to Rogers.
Rogers would like to thank the customer for their
co-operation in the resolution of this concern.
Customer Answer
Date: 18/10/2023

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:11/10/2023
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 noticed a charge for 150 on my bill listed as a "roaming fee." To the best of my knowledge and understanding, I have not utilized any roaming services during the period in question, nor was I informed of any automatic activation of such services. Given that I always strive to manage and monitor my account diligently, this unexpected fee is both surprising and concerning.

I would appreciate it if you could conduct an in-depth investigation into this matter to determine the cause of this charge. If it is found to be an error, I kindly request that the fee be reversed from my account promptly. Furthermore, if any automatic settings or features have been enabled without my knowledge or consent, I would appreciate it if they could be deactivated immediately to prevent any future unwanted charges.

The trust and transparency between Fido and its customers are paramount. I have always valued the services provided by Fido and hope that this issue can be resolved amicably and swiftly.
Business Response
Date: 12/10/2023
At Fido, we value the feedback received from our clients, and would like
to thank ** for presenting this matter for review.

Client Concerns :
-The customer was charged for roaming and is stating they did not use
the services.
-They are seeking an adjustment towards the FidoRoam charges.

Investigative Findings :
-Roaming text and email notifications were sent.

Resolution :
Fido’s Office of the President successfully contacted the customer on October
12, 2023.
-As a gesture of goodwill, an adjustment was applied towards the FidoRoam
charges.

Fido would like to thank the customer for their co-operation in the
resolution of this concern.
Customer Answer
Date: 12/10/2023

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:11/10/2023
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.
Was a customer for over two years on the RPP program. Used the service for my job and would lose money if the network is down. On four separate occasions in one year data network went completely offline, this does not include the service wide outage in 2022. These outages have cost me well over a thousand dollars in lost income for my business. While Canadians pay exorbitant prices for mobile services on what’s apparently “canada most reliable network” it Sure doesn’t seem that way. Last month I also had my data cut off with no warning for being 18 days late. Then when I called in I was apologized to and said it shouldn’t of happened, cause I had a payment arrangement in place. But yet you still charged me the $50 reconnect fee. Even after all that I went ahead and ordered a new ****** ** *** ***. Then on Monday data went down again causing me to lose 120-160$ in income. When I called in to customer support it was a very un caring and horrid experience. All I wanted was a $120 bill credit to show some appreciation for causing me $1000 or more in lost income and a $50 fee charge to me for your mistake! Instead I got told they wouldn’t do anything for me at all and that if I am unhappy and want to cancel I can. SO I DID. I canceled my new phone and will be canceling my account at the end of my contract next month. My parents who have 3 lines and we’re adding a new ******, are also canceling there account. Telus has not had a single outage in our area all year. While I have had 4. Complete false advertising on “Canada most reliable network”. And very poor customer service. I really wish I would have not referred so many people to a company that treats there customers like that. Will definitely be telling everyone I can about my poor experience
Business Response
Date: 13/10/2023
Hello,
At Rogers, we value the feedback received from our clients, and would like to thank ****** for presenting this matter for review.
Client Concerns:
Service Experience
Suspension Fee
Account Adjustment
Investigative Findings:
No faults were currently found for services surrounding the account holder’s address
The Suspension Fee was in relation to the payment history – the fee itself was system generated
The account holder’s service experiences were captured and documented
Resolution:
Rogers’ Office of the President successfully contacted the customer on October 12, 2023
The recently applied suspension fee was system generated.
The Data issues were noted and recognized as an area where we will further review to make all attempts to provide worry-free service.
We also reviewed the applied charges as per the account holder, Karsen’s request.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 18/10/2023
Matter closed
Initial Complaint
Date:11/10/2023
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.
Rogers charged me for a service I never subscribed to and did not authorize for over a year so they owe me that money back.

I’ve contacted and spoken to Roger’s and all they will offer is 3 months. That’s not acceptable. They owe me all they ************ took.

This is in regards to a free tablet they sent to me. They advised there were no fees involved and I advised I did not want it if there were. Then after 2 years having it (and it was never used) I realize that I’ve been paying for a service that was never authorized by me and never utilized.

I’ve ALWAYS paid my bills on time and never been a problem client. This is not acceptable on rogers behalf.

I’ve also requested a copy of the call logs and have not received those.
Business Response
Date: 12/10/2023
Hello.
At Rogers, we value
the feedback received from our clients, and would like to thank ******* for
presenting this matter for review.
Client Concerns:
Tablet Fees.
Account adjustment.
Investigative
Findings:
The provided tablet included a 24-month data offer.
Once the offer expired, the related data plan fees were initiated.
3x notifications for the end date for the 24-month were shared via the bill
notifications prior to the Data start bill date.
Resolution:
Rogers’ Office of the President successfully contacted the customer on October
12, 2023.
The full details of my account investigation were shared with *******.
We also encouraged ******* to ensure invoices are fully reviewed to avoid any
billing concerns.
Reasonable adjustments were provided.

Rogers would like to thank the customer for their co-operation in the
resolution of this concern.
Customer Answer
Date: 12/10/2023

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:11/10/2023
Type:Sales and Advertising 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 came over to Rogers after making a verbal agreement with regards to my monthly charges and services. Once I had moved over to Rogers I had to spend multiple hours on phone calls to ensure I received the services at the price I was told when I signed up. After being reassured and promised multiple times I am still not receiving the services for the prices I was promised. Even though in the notes it clearly states that I will be receiving credits I am not getting them and being told they will not honour what I was promised. **** ** ***** *********** ** *** ******
Business Response
Date: 13/10/2023
At Rogers, we value the feedback received from our clients, and would
like to thank ******** for presenting this matter for review.

Client Concerns :
-The customer states that the activation promotions they were offered
are not applied.
-They are seeking an adjustment to their balance and the promotions to
be applied.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
13, 2023.
-An adjustment was applied to the customer’s account representing the
value of the promotions.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Initial Complaint
Date:10/10/2023
Type:Customer Service 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.
Trying to get ahold of head office about on going issues and for 2 months everyone refuses to call me back and keeps hanging up on me. Meanwhile my cable hasnt been working properly and my wifes ****** phone has worked properly since she got it. Ive been hung up on more times then i can count due to issues on rogers side.
Customer Answer
Date: 10/10/2023
Ive had issues with my cable, ive had issues with my wifes cell phone not sending and recieveing text msgs and phone calls and ive also made tons of tickets for these issues and they disappeared. You should see everything and if you dont its time to start firing your workers.
Customer Answer
Date: 11/10/2023
First i want a credit for the last 3 months for dealing with issues with all three services. Then i need someone to come service my cable box and also need rogers to figure out why every ****** pixel phone we get doesnt work properly. If they cant fix it or explain it id like a replacement and a samsung no ******s. Id also like you to review why none of the notes and coversation are saved like rogrers says. Your workers need better training or to be retrained. A couple years ago this wasnt a issue with customer service. But now its a big issue with customer service aswell.
Business Response
Date: 20/10/2023
At Rogers, we value the feedback received from our clients, and would
like to thank ****** for presenting this matter for review.

Client Concerns :
-The customer states they were experiencing issues with their services.
-They also experiencing difficulties with their mobile device.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
18, 2023.
-An adjustment has been applied to the customer’s account as a gesture
of goodwill.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 20/10/2023

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:10/10/2023
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 have an RPP discount plan that was not properly setup and I am being overbilled.
When I got my first invoice (May 18) it had several issues:
1-An extra $50 setup fee which was never agreed upon. Rogers was unwilling to reverse this and said this is up to the rep that activated the RPP to fix. The rep said it would be reimbursed within 90 days which never happened.
2-I am being charged at 55/month rather than the 50/month. I was put on an RPP talk text and data plan, which is not a infinite plan, despite clearly requesting the Infinite 20 plan that was on the portal ($50 after 25 discount and 5 for automatic payment). The rep also said they would fix this and this never happened.
3-Proration was not done correctly. I was charged at least $25 more than I should have been.
This is unacceptable. I signed up for a 50/month plan. I ended up with an extra $5/month charge, an additional $50 in setup fees not agreed to, and a $25 credit not applied to the first month's bill because proration was not done correctly.
Over 2 years this is an extra $200
I could have easily gone with other providers
Neither the RPP administrator, nor the rep that set up the plan, nor Rogers are doing anything to resolve this.
Please help in getting some action taken here.
6 months after signing up I have no recourse and nobody doing anything about this.
Happy to provide any more details as needed including records of email and chat communications leading to no resolution.
Thanks,
*****
To summarize:
Date of First invoice with a problem: May 18
Amount of money paid to the business: Over 2 years this is an extra $200
What the business has committed to me: A $50 a month plan and a waiver of the extra $50 setup fee
What the nature of the dispute is: Mistakes made in plan setup and billing (proration was done incorrectly, wrong plan was chosen, and setup fee was not waived)
Whether or not the business has tried to resolve the problem: No
Business Response
Date: 17/10/2023
Hello,
At Rogers, we value the feedback received from our clients,
and would like to thank (him/her) for
presenting this matter for review.
Client Concerns:
Wireless Price Plans
Discount Offers
Requested Adjustments
Investigative Findings:
The shared concerns have since been reviewed and, addressed by way of a
care associate prior to establishing verbal contact with the account holder.
Resolution:
Rogers’ Office of the President successfully contacted the
customer on October 17, 2023
The account holder confirmed the matter was addressed when
initially contacted by email, however; a courtesy call was provided on October
17, 2023, to ensure the account holder was pleased with the provided support.
That being said, the Price Plan related matter was corrected.
In addition to the shared concern, the overall time spent to address this issue was recognized in form of an account adjustment.
Rogers would like to thank the customer for their
co-operation in the resolution of this concern.
Customer Answer
Date: 17/10/2023

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.
Full resolution is expected in a few months and the business has scheduled a followup call to ensure everything gets addressed.

Sincerely,

***** *****
Initial Complaint
Date:06/10/2023
Type:Order 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 got a Rogers sim in which I was told that I'm getting a limited 25GB Internet and when it finishes I will get unlimited slow speed internet.Then, I got my sim even I was not got my agreement that features anything.Furthermore, i finished data of 25gb then I continue using my internet thinking that it's slow speed unlimited though I was charged more than 250$ and it was not more than 1 GB data I tired to contact them but I was not takes seriously and I had to close my services paying all money which was not worth .Asking for money back !
Business Response
Date: 10/10/2023
Hello,

At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.

Client Concerns:
Additional usage fees on 25GB month to month plan
The account holder advised the store associate mentioned the applied plan would include a reduction in speeds should he surpass the 25GB allowance.
Refund for paid charges.

Investigative Findings:
The provided wireless agreement confirmed charges for exceeding the provided 25GB allowance would be applicable.
75% usage details were shared by way of SMS – along with the reset date.
90% usage details were shared by way of SMS – along with the reset date.
100% usage details were shared by way of SMS – along with the reset date.
Data Add-On options were shared by way of SMS w/ a stop receiving messages option – OPTOUT.
No fault found with the applied paid charges.

Resolution:
Rogers’ Office of the President successfully contacted the customer on October 10th, 2023.
My findings were fully shared with the account holder who has since ported his wireless number to another provider.
Although no faults were found, our office revised the charges, which the now account holder appreciated.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 10/10/2023

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,

**** *****

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Rogers Communications is NOT a BBB Accredited Business.