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Business Profile

Telecommunications

Rogers Communications

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

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

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Rogers Communications has 22 locations, listed below.

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    Customer Complaints Summary

    • 1,518 total complaints in the last 3 years.
    • 577 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:24/03/2023

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

      Accnt *********

      It all started when my phone and other devices were being constantly hacked, where I changed my phone number 3 times, complete factory reset my phone, to no avail. So, then I felt had no other option than to upgrade to a newer phone. Then I end up moving from Winnipeg to a small town where I begin having problems with my Fido cellular network. No reliable service, my network completely shutting off constantly, have to sit in a corner on phone calls to get even 1 or 2 bars, text messages not coming in or sending, calls dropping, etc. I contact Fido on numerous occasions for help with this issue. Finally, I speak to a fido technician that tells me, the nearest cell phone tower is 16 km away and that this area is a dead zone. He also tells me that if they could transfer me to another network that is reliable that after 1 month after not using the fido network, fido would in turn cancel my account and I would owe nothing for this phone. * **** *** **** * **** **** ** ****** ****** ***** ******** ** **** ******* *** *** **** ** ***** *** ****** ****** * ******* ******* ** ** ***** **** *** **** ** *** **** ***** ***** I had no choice but to cancel this account and then they send it over to ********* collections??? If they had provided me with an alternative network, I would still be actively paying my phone bill and have reliable service. I have already paid in full, another phone upgrade. *** **** ** *** **** **** *** *** **** ***** * **** **** **** ** *** ** ***** *** *** * ** *** *** ********* ** *** **** * ** * ******* *********** ****** ****** ** ******* ** * **** ****** ***** ***** ** * ******* ********** **** **** *** ******* I NEED RELIABLE PHONE SERVICE HERE!! *** **** ** **** *** **********! I want this bill reversed and I want *** *** ** Fido to offer me renumeration for all the 10 years and thousands of dollars I have paid out *********** to this company and offer me a reliable connected phone NETWORK!! ****** *** ***** **** *** ****

      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.  
      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: 28/03/2023



      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:01/12/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Oct 22, 2022, i was changed with Roaming with $15.
      I called to ask what was changed for as I did not any data. They hung up on me without any explanation.
      I need to know what i was charged for and put the detail on the bill.

      Business Response

      Date: 01/12/2022


      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 is disputing the FidoRoam fees.
      They
      are claiming they did not use the service while traveling.  

      Fido’s Office of the President successfully contacted the customer
      on December 1, 2022.

      The
      customer was informed of usage details and FidoRoam fees.
      They
      were provided with tips on how to prevent charges.
      As
      an exception and goodwill gesture, an adjustment was applied to the
      account.

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

      Customer Answer

      Date: 01/12/2022

       

      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:25/11/2022

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

      The account number for FIDO is ********* and the phone number associated with the account is **********

      I signed up for a new service in store today (Whitby ON) and was offered $55 20 gb plan with $25 credits essentially making it $30 per month for 15 months along with 1000 free LD mins. We confirmed with the store agent (Joshua) multiple times before giving him a go ahead and even shows him a photo with all the plan details. I did not receive any email after the service was activated at the store and was told I should be all set. I came home and received an email which shows only $20 credit instead of $25. I called the store and spoke with Joshua about what we saw on our email. He then said only customer service can help me with the correct credit as he applied all credits from his side. I spoke with the customer service then and they said they cannot do anything as the plan is activated. They said, they can activate a new line with $25 credits per month but I would lose my existing number. On top of this I have not yet received referral credit email confirmation after submitting the information online using my referrers link. Overall this has been really disappointing and I would like someone to rectify the issue as early as possible.

      Business Response

      Date: 28/11/2022

      At Rogers, we value the feedback received from our clients, and would like to thank ******** (authorized person) for presenting this matter for review.  
      Client Concerns: 
           
      Include desired resolution : Apply missing credit


      Investigative Findings: $5 was missing

       
      Rogers’ Office of the President successfully contacted the cx on November 28th and have provided the lumpsum credit towards the difference


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

      Customer Answer

      Date: 28/11/2022



      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.



    • Initial Complaint

      Date:17/11/2022

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

      Accnt * **** ****

      Good morning, thanks for reading this messages.
      At the beginning of the month, I opened my Rogers bill and was billed $358 for USA data messages that I did not send. I called Rogers to tell them, they took a week to look into it, but do not know what happened. I have spoken to tech support/billing/managers and customer service and no one is helping ** ****** * **** **** **** ****** ***** *** ****** *** ******* ****** ******** ********  Thanks,

      Business Response

      Date: 28/11/2022

      CLIENT HAS OPEN CASE WITH CCTS:

      At Rogers, we value the feedback received from our clients, and would like to thank (him/her) for presenting this matter for review.

      This customer has also presented their concerns for consideration through the Commission for complaints for Telecom-television services (CCTS). As such, Rogers will work with the customer through this regulatory channel to provide resolution.

      Please consider this matter closed.

      Customer Answer

      Date: 29/11/2022

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and let's wait and see how CCTS complaint process goes. 



      Sincerely,



      ***** *****

    Rogers Communications is NOT a BBB Accredited Business.

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