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 Cornwall

  517 Pitt Street Cornwall, ON K6J 3R4

• 

  Cogeco Connexion

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

• 

  Cogeco Cable

  1421 Confederation St. Sarnia, ON N7S 5N9

• 

  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: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

• Initial Complaint

  Date:18/05/2023

  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.

  Cogeco technicians arrived on Friday May 12th to bury wifi line into house. When completed, the air conditioner stopped working. Upon investigation, conduit carrying power to the unit had been stepped on. The power line was pulled from the retainer and the CB popped. Cable was burnt through where it separated from the unit. Called Cogeco immediately and was told that a supervisor would get back to me within 48 hrs. That never happened. Called back on the 17th and was told someone would get back to me in 24 hrs. That never happened. Following the complete lack of communication or follow up I have arranged for an electrician to come and complete the repair on my own. Unit has now been repaired at a cost of $225

  Business Response

  Date: 21/05/2023

  May 21, 2023
  
  Re: BBB Complaint #********
  Cogeco Billing Account #***********
  Hello ****** *******, 
  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.
  Regarding the primary issue described in your complaint, we have reviewed the available facts and have agreed to apply a one-time credit to your Cogeco account, which is a total of $215.11 (HST included). Regarding the lack of proper follow-up and case-management that lead to your complaint, we have provided feedback to the managers of the involved specialists for review and coaching, with the objective of preventing similar future occurrences.
  ****** *******, 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 during standard business hours.
  
  

• Initial Complaint

  Date:31/03/2023

  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.

  In February and march of this year we were charged for two service addresses when we moved from our old address to our current address as we were understanding that the device would be disconnected from the old address February 1 when we called Cogeco we had been told to pay it as they have disconnected our service and I was told I should have called back to have the service shutoff when she read it from her notes that we requested to have the service turn off February 1

  Business Response

  Date: 10/04/2023

  ***** *** **** ****** ******* ** ******** *** ******** **  *** ***
  
  BBB Complaint# ********
  Re: Cogeco Account # ***********
  
  Dear ****** *******, 
  The Better Business Bureau (BBB) has contacted Cogeco on your behalf regarding your billing concern.

  It was a pleasure speaking with you on the phone over the weekend. During this conversation, you expressed frustration at not being able to disconnect services at your previous location when we had already activated services at your new address. You also expressed concern that you did not receive the level of customer service you were looking for in your conversations with our customer service team. 

  After reviewing your account together, we determined that the cause of your inability to disconnect the account was that we required the account holder to contact us, which you mentioned was difficult for them due to their work schedule. At this stage, the previous location has been disconnected, and our customer services team has credited the charges at the previous location for the amount of time the service remained active on billing after you had wanted it disconnected.. As a customer service gesture, we added a $50 goodwill credit to the account as well. We also take your concerns with the level of service you received very seriously, and we appreciate your feedback regarding this.  We are always looking to make improvements, and value your input. 

  *** *******, 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 to strengthen our relationship with you. Please reach out to us directly at 1-866-***-**** during regular business hours if you have any questions or concerns.

  
  Sincerely,

  **** ****
  Office of the President
  
  

   

   

  Customer Answer

  Date: 10/04/2023

  
  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,
  
  ****** *******

• Initial Complaint

  Date:08/02/2023

  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.

  Our internet does not work properly, we have very poor connection or no connection regularly. We have called Cogeco for support multiple times. They sent a new router and had multiple technicians come to the home. The technicians noted issues with the network at the street and said the issue is not our house. We were also told we are not getting near the speed of internet we are paying for. I was told multiple times the issue would be resolved but still has not. Every time I call Cogeco customer service/tech support they tell us there is nothing they can do or there is nothing wrong. When asked if I can talk to someone else about our complaint we are told "no". We have asked for a reimbursement to reflect the service we have actually been provided as well as they fix the issue. Nothing has been done in over a year. ******** **** ** * ***** ***** ******* ** *** ***** * ** ********* ** ** * *****

  Business Response

  Date: 16/02/2023

  February 16, 2023
  

  **** ********
  *** ***** **
  ********* ******* *** ***
  
  
  BBB Case#: ********
  Cogeco Account# ***********
  

  Dear Ms. ********

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

  
  In your complaint filed with the BBB, you have stated that your internet service has been spotty at times with disconnections and slow speeds.  Prior to our involvement with your account, you spoke to one of our technical support supervisors who booked a service call for a technician to come to the home on February 13, 2023.  When we spoke on February 10, 2023, we discussed WI-FI speeds, limitations and submitted a form to our dispatch team to see if we could get a technician out to the home with a sooner appointment.  During this conversation we also applied a 2 month credit for your services totaling $205.66 after taxes.
  

  On February the 13, 2023 a technician arrived at the home and proceeded to troubleshoot the issue.  During his investigation he found an old MLP filter on the line into the home and removed it.  During our call today, you have confirmed with me that the service has been stable since the appointment and you are very happy with the outcome and our involvement.  

  
  Ms. ********, we would like to take the opportunity to thank you again for bringing your concerns forward. Should you have any further questions regarding this matter, feel free to contact the undersigned directly at ###-###-#### Monday through Friday, 9am-5pm.
  

  Sincerely,

  ****** *.

  Office of the President

  Cogeco