ComplaintsforRogers Communications

• Initial Complaint

  24/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  24/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  21/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  14/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  31/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  01/02/2024

  Rogers has changed both my plans without consent to a more expensive plan . This is the second time .

  Business response

  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

  26/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  24/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  25/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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.
  
  

*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. ↩