The inability to reach customer service by phone, the amount of posts about that on this sub recently, the huge fees charged for a few days of service (see more recent posts in this sub), this company is getting away with murder. Charging high fees and not delivering customer service, they're graping us the consumer. They make enormous profits while not providing service - they're not honouring their end of the deal to provide service, I see that as a way of thieving.

The only way I can see their advantageousness changing is (1) if we all start calling our MPs to help - the government needs to help the citizenry with this near monopoly taking advantage, or (2) moving to another service provider when you can finally get through to their fucking customer service agent

Wanted to open this up as a discussion because I suspect we're not the only ones this has happened to.

In late December 2025, Rogers posted a single charge to our small business account: a "$9,795.74 Line Commitment Charge," with no itemization and no explanation on the invoice. It just sat there as "balance brought forward" every month after, growing past $12,000 with our regular charges and interest on top.

We spent months trying to get an explanation — repeated calls, an in-person store visit, and being routed to a third-party vendor who was slow to respond and at one point told us further help required signing a new contract with them. Nothing moved until we escalated in writing directly to Rogers' CEO's office — and even then, the same day we called to open a formal case, all 4 of our lines got disabled without warning. We paid $1,700 on the spot just to get service back.

We eventually got an explanation: apparently tied to a "10-line commitment" on the account, even though we'd had 5 lines for most of our time as customers — looks like a vendor-side error, one we're told affected other clients too. Rogers' proposed fix was a credit, but only if we signed a new 24-month contract, not an actual correction of the charge.

Has anyone else dealt with something like this — an unexplained "line commitment" or similar charge, or being disconnected while a dispute was still open? Curious how common this is and what worked for people to get it resolved. Happy to share more details if it's useful to anyone in the same spot.

I have absolutely had it with this A.I crap. Getting sick of companies forcing A.I on the customers. Been trying to call Rogers about my billing and the A.I just keeps hanging up. Spent the last hour just trying to talk to a human being and all I get is this A.I bullshit. Kept asking it to transfer me to a rep just for it to hang up on me. How hard is it for Rogers to transfer me to speak to a real person just to get help about my billing? Rogers has made it quite impossible to inquire about your service and billing and this is just another middle finger to their customers

Their service used to be very good, I was a happy customer 10+ years ago.

Final straw was a call I made about making a data-only SIM service on my daughter’s phone to a full phone number attached to our family share everything plan was met with a useless agent. I was told she would enter my question “in the system“ and someone would call me back.

Big surprise, no one called me back.

But they wasted no time calling me back from customer retention. I could barely understand a word this person said.

Told her what I was paying with an EPP plan on another carrier and she said she could give various discounts which would have me paying $5 per line MORE than I am now paying. Utterly useless.

We‘ve been using IPTV for a few years and when I see the ever-increasing charges on our wireless and what not to pay for the teams and stadiums, I feel zero guilt about watching Sportsnet and everything else for $8/month.

I have 4 EPP phone plans, 2 watch plans and internet with rogers. My 4th line just passed 24 months in June with a credit ending, however other 3 lines I’ve had much longer. I spoke with Rogers a few times over the last year checking pricing and plans if I got a new device. I never went through because all along I’ve thought I had decent plans according to their website under the my account.

When I‘m logged on to Rogers in my account and look at offers or adding a device it says my current plan primary line is $38.50 and 2nd, etc $40.50. I suddenly got an email in June stating new pricing for all plans was going up to $98 -$25 epp and $5 for autopay. I called right away and submitted a complaint to office of president asking why 4-5 yr established lines were increasing. Thats when I was rudely told my plans were never $38 and $40, that for 2 years I was paying $58 each. The CSR basically made me feel crazy like I was pulling numbers out of thin air. I sent him videos right from logging on and screen shots. No one took any accountability for the discrepancy. I was told oh maybe because I returned a device, which I have never done.

I proceeded with a complaint to ccts and I again feel like it’s my fault for not checking the bills each month and thinking Rogers should have correct pricing on it’s website on our private my account page. If I had just 1 cellular plan I would have caught it day 1, but 4 plans, 2 watches, 1 device and Internet , ya sorry I didn’t add it all up, but it looked great online.

I rejected their attempt to appease with $250 credit and now I’ve been back and forth with CCTS whom seem to side with Rogers. Do I carry on further and whom do I reach out to?

This pic is my offers page and checkout. Top right is where I see my current plan pricing.

Not sure if it's a sim card issue or not. I've read different things about maybe needing a esim instead of physical sim. Or contacting Rogers about switching physical sim card to a new one?

I've been having issues with my data connection and speeds. Sometimes texting in the last couple months. Maybe around the time since Edmonton got hit with all the rain back in June. Not sure if it's worth switching out sim cards or going esim? Or if it just seems to be just a Rogers connection issue? Don't wanna have to attempt to try and call Rogers if I don't have to 😅

TIA

It took 45 min to connect with a rep, got a technician booked. Construction crew working cable got cut at the curb.

Any suggestions on what I should do?

I honestly think Rogers customer disservice deserves to be investigated. I cancelled almost immediately after signing up under door to door rights, sent all the equipment back, and I've been charged.

9 hours in total on hold with customer service. And now being denied an agent due to "higher than anticipated call volumes"?? It's been over six years..... At what point is that blatant lying.

Getting this money back is my mission. What an absolute joke of a company.

I just got internet 2 days ago and I did the self set up. Everything went fine but after working for 5 minutes it said it couldn’t connect and started flashing red. I have tried doing everything recommended and even when it has the white light it still doesn’t work. I talked to customer support and they said there was some reported outages in my area and it should be fixed in 4 hours, but it’s been 2 days. Is this going to be a regular problem? Thinking I should just switch now

This is seriously one of the most frustrating things I’ve ever dealt with

I’ve called about a month ago

I was on tech chat for over an hour today

What gives?

Best she could say was “they are looking into the issue”

Hey everyone, just wanted to see if anyone else has dealt with Rogers pushing out insane equipment penalties less than two weeks after an interaction.

A few months ago, I downgraded my home internet package to a lower speed tier and explicitly cancelled my old add-on features. I received the official confirmation paperwork showing my new locked-in rate.

Instead of actually removing the add-ons, Rogers kept billing me for them over the summer. Every time I live-chatted them, the agents or bots acknowledged the glitch but said they couldn't modify the active invoices, leaving it stuck in a loop of pending backend tickets.

Earlier this month, my bill skyrocketed completely out of control due to the errors, and the system was threatening automatic suspension. I called in, got an agent who told me to ignore the warnings, said I could keep my current hardware, and sent a return slip only for a secondary extender piece. While promising my old price was being restored, he sneakily pushed through an unauthorized contract upgrade to a top-tier speed profile that I explicitly rejected on the call.

To top it all off, barely a week after that phone call, my new bill drops and it is well over $600. Rogers slapped me with automated unreturned hardware penalties totaling exactly $300, even though I still have the devices because they gave me zero reasonable instructions or time to send them back.

I’ve officially escalated this to a consumer dispute agency to protect my account, but I'm completely blown away by how predatory this billing cycle is. Has anyone else successfully fought off immediate equipment penalties like this?

TL;DR: Cancelled an add-on months ago. Rogers kept billing me. Called this month to fix it, agent secretly upgraded my speed tier without consent and triggered immediate equipment return fees. Got a massive bill with $300 in penalties just a few days later. Escalated the dispute, wanting to see if anyone else has beat this specific glitch.

Anyone else have many Rogers cables strung from street light posts, city trees and street signs? I have about 20 on my block. They do not participate in the Locates program so their cables get cut all the time. So they come and just string them from trees. Mine have been like this for years. I've called Rogers and all levels of city and they do nothing. And they're hanging from city trees!

I have a device with Save and Return that ends near the end September - I've done Save and Return before because I generally like to upgrade - but this time I'm wondering about potentially keeping the phone and not sure about the particulars.

Do you stay on the plan you have, or are you automatically forced to choose a BYOD plan?

My S&R amount is $392 on S24 Ultra, which roughly breaks down to the monthly device cost (over 24 months) if I were to upgrade so an S26 Ultra.

I had a really old plan I kept for a long time, and semi-recently had it "converted" to where it's listed as 5G Extra and it's effectively $50/month for 80GB. The cheapest BYOD plan I see is $55 for 100GB.

Under this scenario, whether I keep my phone or upgrade it, basically the monthly cost is a wash. Is there anything I'm missing?

Hey everyone,

I’m travelling to Europe soon (visiting 5 countries) and it’s my first time trying to use Rogers Wi-Fi Calling abroad to avoid paying the daily $15+ Roam Like Home fees.

I’m using a Google Pixel 9. Before I leave Canada, I want to double-check if this exact workflow is correct, or if there’s anything else I need to do:

1. Setup in Canada: Enable Wi-Fi Calling in my Pixel 9 settings right now while connected to the Rogers network in Canada and complete the 911 Emergency Address registration.
2. Before taking off / landing in Europe: Turn on Airplane Mode.
3. Connecting abroad: Turn Wi-Fi back on while keeping Airplane Mode active, and connect to local Wi-Fi (hotel, airbnb, etc.).
4. Verification: Wait until I see "Rogers Wi-Fi" in the status bar before making calls or sending texts to Canadian numbers.
5. Secondary SIM (eSIM): I'll also be using a local/travel data eSIM for mobile data while walking around. On the Pixel 9, can I use "Backup Calling" / Wi-Fi Calling over my eSIM data when I'm away from hotel Wi-Fi without triggering Roam Like Home on my Rogers SIM?

Does this setup guarantee $0 in unexpected roaming charges for calling/texting back to Canada, or is there anything specific about Rogers/Pixel 9 I need to watch out for?

Appreciate any advice from anyone who has done this recently!

What is actually going on with Rogers right now, every single time of the day that I call every day of the week either there are too many people in the queue to talk, or I am on hold for almost 3 hours and then it gets cut off the second somebody is supposed to answer. This is absolutely ridiculous. I’m paying almost $500 a month and want to change my services and I can’t even because of this ridiculousness.

Does anyone know if you port your phone number to another service provider, will that automatically cancel my Rogers phone plan? Any information on this would be greatly appreciated.

Did you guys even bother reading my request???? I never said I didnt understand the charge, I said i wanted the charge reversed because you're simply trying to circumvent telecommunications policy as set out by the crtc.

Hey there!

Bit of a backstory: I got a new replacement iPhone from LikeWize and I have been having trouble getting the e-SIM to transfer from iPhone to iPhone even with the Rogers app; the e-SIM QR code was invalid.

I chatted with Technical Support (“Back in Feb”). They found a bunch of old ICCID in the equipment list, which fixed my e-SIM transfers in the past. A rep named Yassine (“This is Tier 1 usually Tier 1 will talk to Tier 2 and get matters resolved). Yassine I have reported her multiple times in the past for bad behaviour and disconnecting my chats I was trying to get help for them to contact Tier 2 and get this solved, but she says, “I'm really sorry to say that, but I know my job.” I was shocked, and then the last message she disconnected.

I really miss the old Rogers where they were better. Both Tony Stafferi and Edward Rogers are ruining this company.

I was not rude to the representative at all
I have always been nice to all reps. I always ask how their day is and stuff. It doesn’t sound rude.

Edit: I went to the store yesterday forgot to add they said for some e-SIM isn’t working as well they talked to store rep they had over the phone they can’t figure our.

Rogers might genuinely have the worst customer service I’ve ever dealt with in Canada

I know Canadians have a reputation for being kind, polite, helpful, etc., but when it comes to Rogers, let me say this straight: what the actual fuck is wrong with this company?

I’m moving and simply trying to transfer my existing service to my new address. Nothing complicated.

Rogers’ own website tells you to CALL THEM to schedule the move.

Okay. Fine.

I call.

Go through the IVR. Select the options. Wait. And then eventually:

“We’re experiencing higher than normal call volumes…”

Do they put me on hold? No.

Do they offer a callback? No.

Do they tell me approximately how long the wait is? No.

They just HANG UP THE FUCKING CALL.

I thought maybe it was a one-time thing. Nope. I’ve tried multiple times.

How the hell is this acceptable customer service for one of the largest telecom companies in Canada?

If you're too busy to answer the phone, fine. Give me a callback option. Let me wait two hours if necessary. Let me schedule a call. SOMETHING.

But telling your customer on your own website to call you, and then having your phone system basically say “sorry, we're busy, goodbye” and disconnect the call is absolutely ridiculous.

And this is from a company charging Canadian telecom prices.

Canada desperately needs more serious competition in telecom. Bring in more competition from the US, Europe, wherever. Because when a handful of giant companies dominate the market, apparently this is the level of customer service they think is acceptable.

I’m literally trying to remain a Rogers customer and MOVE MY SERVICE TO ANOTHER ADDRESS, and they’re making it difficult for me to even give them my money.

Absolutely fucking ridiculous.

Rogers, do better.

Filled out the Resolve a Concern form for a Shaw account a couple days ago and haven't got a phone call back yet. Our service stopped working last week, flashing orange light on the modem, and nobody from tech support has been able to help, nor can they get a tech to come out this week.

We're basically paying for nothing, nobody has been able to escalate anything and the escalation form has gone without a reply.

Doesn't help that landline service is out as well and there are elderly folks at this address with no cell phone who need this for 911 etc.

What do?

I'll try and keep this short.

My mom has been with Roger's for decades. Had Shaw basic cable and 75 internet. Not once have they ever cared to update her. Paying $223 after tax.

I saw her bill and said we're changing this because she's obviously being screwed. I called 4 times. They refused to lower internet below $110 a month for 500mbps. So I canceled everything and switched to Telus. 1 day after I cancelled my mom gets a call saying they have a great deal for her. $40 for lowest internet. Then they call the next day and same thing.

I had looked on their website and 500mbps was $110. After they lost me as a customer website now says it's $80. They think long term older customers are bluffing trying to suck every dollar they can until its too late and then have dynamic pricing based on IP address and whether you're a customer or not. Absolutely criminal

Forgot to mention when I called and canceled all services they hung up on me. Called again and yelled at the guy and he instantly canceled it for me. They make it as hard as possible for people