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

1,520 total complaints in the last 3 years.
579 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:26/04/2023
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 was attempting to sign up with home internet and was researching companies in the areas. I looked at Fido and they have an option to put in your address to verify that your address is serviceable for Internet. When I typed in my address, it said "Good news! Fido Home Internet is available at ****** ******** ***** ******* ** ******". This is great. I began filling out the information to sign up for home internet. At some point, I hit a road block and was having some issues, so I decided to Live Chat with an agent to get assistance. The Agent took all of my information, including my address and began assisting. They started to conduct the credit verification when they suddenly messaged me to inform me that my address location unfortunately is not serviceable after all. No problem, I appreciate being informed prior to spending any money and I will look elsewhere. My concern lies with the next day, when I received a notification that I received a hard credit inquiry from Fido, which impacts my overall credit score. I am frustrated that my address was not verified prior to Fido moving forward with the hard credit check. I am not moving forward with using Fido services, and simply cannot even if I wanted to, therefore the credit check was not necessary.
I do think I have a Fido account number as I
never actually became a customer. I was in the process of signing up
when they ran the credit check - they then informed me that my location
was not serviceable. I did not continue with signing up. If they created
me an account number, I never received it.
Business Response
Date: 28/04/2023
At Rogers, we value the feedback received from our clients, and would like to thank ********* for presenting this matter for review.
Client Concerns:

Include desired resolution : Reverse credit evaluation from the file

Investigative Findings: The credit evaluation was done before checking the serviceability. It was deemed our error and has now been validated and reported to have been reversed.

Rogers’ Office of the President successfully contacted the cx on April 29th and advised about the letter sent to his email regarding the above.

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Initial Complaint
Date:25/04/2023
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.
My account number is *********
On black Friday 2022 I called into Rogers to get information to purchase a new phone. I've been a 20 plus year customer and I can't even tell you why. Customer service is horrible. **** customer service agents. Interrupted service and that's not mention three-day blackouts with no service whatsoever.
When I called in for the new phone I knew exactly which one I wanted. So nice young man that answered told me that with that phone I would receive a $250 credit if I leased it and if I had it shipped to my home. After going over many facts and over 2 hours on the phone I agreed. He told me I would be receiving the credit in the next one to two Billings. It is now been 5 months and I've called in at least 12 to 15 times each time being on the phone for 2 to 3 hours just to be hung up on and have to call back and explain the same thing to the next agent. They are refusing to give me the credit and they will not give me my audio recording of the phone call Which is all the proof you need .They will not explain to me why the $250 will not be coming to me as promised and no manager calls back even though I have put in over 10 requests!! I have been ****** at, hung up on and I have been nothing but polite. I just want what I am owed!
Customer Answer
Date: 25/04/2023
Thank you for your reply. My account number is *********. It is under ******* ** ***** *****
Thank
Business Response
Date: 27/04/2023

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

Client Concerns:
Account adjustment
offer, which was associated with a recent hardware upgrade.

Investigative
Findings:
Prior to the creation
of this BBB file, the adjustment was provided – Approximately 1 week before this
case was created.

Resolution:
Rogers’ Office of
the President successfully contacted the customer on April 27th,
2023
I apologized for the
recent billing related experience.
Confirmed the concerned
adjustment was applied on April 17th, 2023

Rogers would like to
thank the customer for their co-operation in the resolution of this
concern.
Initial Complaint
Date:24/04/2023
Type:Product 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.
The account number is *********. It is in regards to the upgrade on ************.
I ordered a phone as an upgrade on my plan in the beginning of April. When I received it in the mail and opened the package I saw that it was defective. I called and emailed the rep that I dealt with and he said he would get back to me and asked me to send a photo. I sent him an email with the info he requested. He said he would need his tech guy to look at it. He then called back and said he could exchange it, but that he would have to process it as a return and then I would have to get the replacement and the current price rather than the sale price I signed up for. This would increase my bill by over $20 monthly. I told him that is ridiculous and not how an exchange works. It is not my fault they sent a defective phone. He said he would talk to a manager and call back the following day. It has been a week and a half and he has not contacted me. I have sent follow up emails as well as calling the office several times to follow up. They have yet to return my calls or let me speak to a manager.
Business Response
Date: 12/05/2023

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 purchased
a device and benefited of a promotional price.
-They noticed the
device had a defect and requested an exchanged.
-The sales channel offered
a return instead of an exchanged.

Resolution:

-We validated the
reported claim and the customer was within their satisfaction guarantee.
-We apologized for the
inconvenience.
-An exchange was sent
to the customer for the same model.

Rogers’ Office of the
President successfully contacted the customer on May 12, 2023.

Rogers would like to
thank the customer for their co-operation in the resolution of this
concern.
Initial Complaint
Date:24/04/2023
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.
My account is: ***********
I have placed at least 25 calls to fix an intermittent issue I have with my Rogers Ignite Internet. They have replaced my modem this year 3 times, they have sent technicians after technician and the issue is not solved.
On April 4, they even sent a Senior Technician to replace the wiring and a new modem and it is worst. I work ** *** ********** and need my internet. I even had to go out and buy a second internet because they go down so many time. ** **** *** **** ***** ** **** ***** * ***** ** ******* *** **** ** **** I have to spend now 2 years for 2 internet services because Rogers can not fix my issue.
* ***** **** ****** ** *** *** ** **** * ***** ** **** ******* ***** * *** ** *** ** ******* ** ***** **** *******.
My last ticket was today ********** and they are send another technician tomorrow.
Business Response
Date: 25/04/2023
At Rogers, we value the feedback received from our clients, and would like to thank *** for presenting this matter for review.
Client Concerns:

Include desired resolution : Seeking credit towards the ****'s internet service charges due to intermittent Rogers services

Investigative Findings: Rogers maintenance team is working on the issue. The ticket is open

Rogers’ Office of the President successfully contacted the cx on April 25th and provided the following resolution:
- Advised *** that we cannot credit another provider's service charges
- The customer has been advised that the issue has been escalated to highest level of technical support team for the ongoing issue and it will be addressed directly by them
- Offered a promotion for the ignite services for 12 months, customer has accepted

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 25/04/2023

Better Business Bureau:

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

Sincerely,
Initial Complaint
Date:24/04/2023
Type:Sales and Advertising 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.
My Rogers account #*********
On April18th ta aproximaately 1710hrs I received a phone call from Rogers. Communications. The representative ask me about my my satisfaction with Rogers services. After a brief conversation he put me on hold to research newest promotion. After a few minutes on hold the call got disconnected .

I never received a call back, discusses any new plan or prices nor I authorized any changes to my existing internet and cable account.

At 1720hrs I received an email notifying me that my account has been changed Event #**********.

I immediately reached to Rogers via instant Messenger and requested for the unauthorized changes to my account to be reversed. Rogers representative was able to review my file and apparently made changes Event #**********.
As of today April 23 I’m still waiting for the changes to be made back to my original plan.

My concern is that Rogers representatives ****** ********* ** ******* ********* ** adjusting and changing accounts without proper authorization ** ******* *** ******* ***** ** ****** *********.

Regards, ********** **********
Business Response
Date: 26/04/2023
At Rogers, we value the feedback received from our clients, and would like to thank ********* for presenting this matter for review.
Client Concerns:
Include desired resolution : Share negative experience with the outbound agent and reinstate the old packages
Investigative Findings: The internal coachback process was taken and the packages have been reinstated
Rogers’ Office of the President successfully contacted the cx on April 26th and apologized for the negative experience while confirming that the previous packages have been reinstated
Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 26/04/2023

I am rejecting this response because:

I’m still not able to exchange my TV channels. Contacted Rogers via instant messenger but still waiting for response. I

Sincerely,

Business Response
Date: 27/04/2023
At Rogers, we value the feedback received from our clients, and would like to thank ********* for presenting this matter for review.
Client Concerns:
Include desired resolution : Not able to swap flex channels
Investigative Findings: Channels swapped successfully
Rogers’ Office of the President successfully contacted the cx on April 27th and confirmed that the issue has been resolved
Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 28/04/2023
Better Business Bureau:

I have reviewed the response made by the business and find that this resolution is satisfactory to me.
Initial Complaint
Date:21/04/2023
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 contacted Roger on March 22, 2023 to inquire about Roger's roaming fee while I was on a cruise. The Roger representative recommended me the Roam Like Home plan for a flat rate of $15/day, which was the only information I obtained from Rogers at that time. Then the representative activated the Roam Like Home plan for me.

Upon my return, I saw a total of $253 roaming bill from Rogers. I called Rogers again on Apr 9th and was informed that
1) $148 of the total fee is charged at $4/min when I was at sea and
2) the remaining $105 is charged at a flat rate of $15/day when I was on islands

I was shocked since Rogers NEVER told me about the different roaming charges depending my location (at sea or on islands). * ******* **** ****** *** ****** ** ** providing incomplete and misleading information regarding their roaming charges. ** ** ******* ************* I'd like Roger to immediately return $148 charged at sea.

My Roger Account No.: ********* ** ***** ******* ***** *** *** ***** ************
Business Response
Date: 28/04/2023

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 seeking
an adjustment towards pay per use roaming charges that were not covered under
the Roam Like Home feature.
-They state they were
not informed that the usage rates would be different on a cruise ship than on
land.

Rogers’ Office of the
President successfully contacted the customer on April 28, 2023.

- We informed the
customer that cruise ships have different rates and the usage is not covered
under the Roam Like Home feature.
- We confirmed that a
notification regarding the usage rates was sent.
-An adjustment was
applied to the customer’s account.

Rogers would like to
thank the customer for their co-operation in the resolution of this
concern.
Customer Answer
Date: 28/04/2023
Better Business Bureau:

I have reviewed the response made by the business and find that this resolution is satisfactory to me.
Initial Complaint
Date:14/04/2023
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.
Account *********** primary **** ********
On March 14th, Rogers Communications Internet service stopped supporting 3rd-party Email applications. They blame it on Rogers' ***** email partner's software "bug" being unable to generate Application Passwords needed to "synch" with the 3rd-party software, and/or disconnecting service. They also blame *******. As a customer, I consider Rogers ultimately responsible as they chose ***** (and *******) as their partners. Affected software includes dominant office productivity software ********* *******, and software such as *******, ********, etc. Many businesses and personal accounts are severely affected. Rogers says "but you have Webmail" but that is irrelevant, let alone insufficient. Is Rogers driving us to *****? It's less than 1 year since last July's Rogers nationwide outage. I have called Rogers Internet Technical Support every 3 days or so since March 14 and reported the problem. As of today the representative said they are "still working on it" with no estimated repair time. They say customers will get an Email once the problem is resolved. Tech reps have confirmed that they are told every morning how to respond to complaints about this problem. Also, I have tried to set up a new Application Password in the Rogers Member Centre, per instructions from Rogers. Each time there is an error message. It's just broken. Rogers and ***** need to be pressured to fix the problem and ensure this never happens again. They should probably reimburse us some proportionate amount because us countless users have been unable to operate as we had been prior to this problem, while we continue to pay Rogers for full functional service. They need only to reinstate password synchronization with 3rd-party Email providers, a function that was worked out in the 1990s and should be fully operational in the 2020s. I just want to run my business using *******. It's been 5 weeks. Multiply my situation by many thousands of users and companies. Thank you.
Business Response
Date: 25/04/2023

Hello,
At Rogers, we value
our client's feedback and would like to thank the authorized user 1, ****** for bringing this matter to our
attention.
Client Concerns:
Generating an
App Password is currently not available.
Investigative
Findings:
This feature is currently unavailable
The account holder can still access their email via the Web
Browser **************.com
The account holder may also integrate their ****** and/or Android
devices.?
To set up a ***** account on a device, the account holder may
access the following:
Set
up a *****! account on a device or email program - Rogers

RESOLUTION:
The authorized user was not pleased with the fact
that the Generating an App Password is currently not available, however; our internal teams are currently working on this matter
and, we will provide an update once one becomes available.
Thank you.
Customer Answer
Date: 25/04/2023

Complaint: ********

I am rejecting this response because: It is unacceptable. It provides no more information than I got from calling Tech Support in March 2023 and every other time after that. It is vague, unapologetic, does not say which unit in the company is working on the problem or when they hope to have it repaired. It's also poorly written. Also, my name is not "authorized user 1, ******." All in all, a ****** job of customer service. Surprised to find this was prepared by someone claiming to work in "The Office of the President."
In addition, Rogers is a public company and the representative refused to give me the President's name, as if it is a secret or an unhappy customer is a threat. We have the Internet: **** *. is, after the internal Rogers' family power struggle was resolved, the company president. Why is this so hard?

Sincerely,

**** ******** C/o ****** *******
Initial Complaint
Date:12/04/2023
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.
Fido account ********** ** ****** *** ****** *** ****** *- Moved

I had internet service with Fido at a temporary work ********t in ****** Ontario until May of 2022 at which time I had moved out and suspended my services (suspended means I would pay $5.00 per month to pay to for the rented modem). By September 2022 I had been billed for active service again and contacted them, I was informed that the suspension only covered a 6 month period and they automatically reactivated my service, the tech I spoke to on the phone had the charges reversed and extended the suspension by another 6 months ($5.00 per month would be the charge)

On or about January 6th 2023 I had called only to enquire about reactivating my service and informed them that the modem I was renting somehow got lost, I was enquiring about what I would need to do to reconnect service. I made it very clear to the tech on the phone that I had not yet secured an address and I would make it to a Fido store when I did. The tech informed me that I would have to take my service off suspension but never informed me that it would me reactivation of service and monthly charges).

On January 10th 2023 I had noticed that my service was fully reactivated and I was going to be charged for a monthly package. I got onto their online chat with one of their representatives, I was told that they could pro-rate and bill me for 1/2 a month. **** *** ************* I did not request activation of my service.. ***** *** ************** ** **** *** **** **** *** * *** ****** I told them to close my account and discontinue anything to do with me and Fido which apparently did not occur. I was still being billed for service up to this week. I have spent countless hours on the phone and during one conversation was informed that they had shipped me a new modem to the address I had moved from in May of 2023. I asked again that the account be closed.

Fido continues to attempt to bill me for services and equipment, I need them stopped.
Business Response
Date: 14/04/2023
At
Rogers, we value the feedback received from our clients, and would like to
thank ***** for presenting
this matter for review.
Unfortunately,
we were unable to contact the customer by phone or email to further
discuss and address this matter.
Rogers
is looking forward to the opportunity to address the customer's concerns at
their convenience.
Customer Answer
Date: 19/04/2023
I am rejecting this response because:
No attempt has been made to contact me. I have given my cell number which they have on file.
***** *************
I have spent countless hours on the phone with Fido representatives with nothing resolved.
Rogers/Fido must review all chat logs and phone conversations starting from January 1st. 2023 onward. My cell number is above, please call when you have reviewed the actual recorded communications and NOT the incorrect simplified notes your representatives produced.
Business Response
Date: 26/04/2023
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 disputing his balance as he claims he requested the cancellation of his service in January.

Investigative Findings:
- We have reviewed the account and could not find a cancellation request in January.

Resolution:
Rogers’ Office of the President successfully contacted the customer on April 24th.
As a goodwill gesture, we agreed to waive the customer's balance.
Rogers would like to thank?the customer for their co-operation in the resolution of this concern.

Customer Answer
Date: 27/04/2023
Better Business Bureau:

I have reviewed the response made by the business and find that this resolution is satisfactory to me.
Initial Complaint
Date:31/03/2023
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.
Account number
***********
Always muddling up the numbers on my bill for the benefit of Rogers. be prepared for billing promises that you won’t see. I had a plan of 75/month and they talked me into adding a line for my wife and told me no setup fee and my plan remains the same . Received my bill and there was the 50 dollar setup fee and of course my plan got changed to 80. I’m sure it’ll be 45 minutes of hold and and hour of haggling to see the bill changed.
Business Response
Date: 03/04/2023
At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.
Client Concerns:

Include desired resolution : Credit the setup fee and switch the plan back to $75

Investigative Findings: Billing proration, all promotions accurately applied, suspension fee charged on the current invoice

Rogers’ Office of the President successfully contacted the cx on April 3rd and explained the billing proration. Have agreed to credit the setup fee and switched the plan to $75/month for the main line

Rogers would like to thank the customer for their co-operation in the resolution of this concern.

Customer Answer
Date: 13/04/2023

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,

**** *****
Customer Answer
Date: 01/02/2024
Rogers has changed both my plans without consent to a more expensive plan . This is the second time .
Business Response
Date: 02/02/2024
At Rogers, we value the feedback received from our clients, and would like to thank **** for presenting this matter for review.
Client Concerns:

Include desired resolution : Reinstate the price plan

Investigative Findings: N/A

Rogers’ Office of the President successfully contacted the cx on February 2nd and offered an alternate promotional plan

Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Initial Complaint
Date:26/03/2023
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.
My Fido account number is *********
On March 26, 2023 I was charged by FIDO for roaming, which I did not use. I turned off the FIDO card just after the plane landed in another country. I did not call, I did not use data. And they still charged 15 dollars for the roaming day.
Business Response
Date: 28/03/2023
At Rogers, we value the feedback
received from our clients, and would like to thank ******** for presenting this matter for review.
Client
Concerns:
  Client
indicating charge for one day of roaming.
Client seeking to have one day of roaming
reversed
Investigative
Findings:
Client has been
billed for one day of roaming.
Resolution:
Rogers’ Office of the President successfully
contacted the customer on March 28th 2023.
We applied
complimentary offer reversing the charges on the account as it was a first time
occurrence.
Rogers would like to thank?the
customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 28/03/2023

Better Business Bureau:

I have reviewed the response made by Rogers in reference to complaint ID
********, and find that this resolution is satisfactory to me.
** ** ******* * *** ********** ** *** **** **** ******* *** *** ****** * ****** ***** *** **** ****** * ****** **** ******** *********
You returned me 15 dollars.

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

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Rogers Communications is NOT a BBB Accredited Business.