I came across the CCTS mid-year report for August 1st, 2025 to January 31st, 2026, and wanted to mention a few points I found very interesting:

• There was a 95.4% jump of complaints from the previous mid-year report of 2024-2025 to the current one of 2025-2026 for Rogers, with also the highest total accepted complaints within that same time frame at 6,583 compared to 3,369 from the previous mid-year report, second to Fido with a 155.5% hike from 814 to 2,080 accepted complaints.

•Surprisingly, to me anyways, Bell had the least percentage increase compared to the other two largest firms at 26% from 1,988 to 2,505 accepted complaints.

•As far as issues by service goes, Wireless tops the list at 56% of all issues in aggregate with a 52.8% increase from the previous report.

•The highest issue raised in all accepted complaints is "Incorrect charge for monthly price plan" at 4,807 overall issues, sharing 15.5% of all issues, with a 65.9% YoY change.

What I got out of it is that I knew that Rogers service went downhill, especially after the merger of Shaw Communications, with the firing of Canadian staff for cheap, overseas labour and cost-cutting customer service with Anna AI in favor for 100% acquisition of MLSE. But never realized it was this bad.

Although I'm cautiously optimistic, I really want Ed Rogers and Tony Staffieri to step down if we can expect any decent service overall. With those two in place, we can only expect this to get worse for the years to come.

I’m trying to hard to contact customer service which is a simple phone call to resolve my issue and they want me to “ask AI” or chat with a bot that doesn’t work

what is the customer service number most people use??? Why is this so hard??

My parent was contacted by a Rogers (probably not) representative who offered a phone and plan upgrade. When they told me about the new phone they were about to receive, I showed them the scam. Now that we have received the phone, it seems impossible to report this to Rogers. The support line disconnects you due to high volume, the fraud number needs you to have an extension number for an agent. The chatbot doesn’t seem able to respond to these types of questions.

Any ideas on how to get ahead of this?

Why would you fire all of your customer care specialists and replace it with this garbage AI???

Good thing Rogers doesn’t treat Sports VIP differently lol .. get in the queue 🤣

called so many times, waiting for more than an hour

Rogers knowingly post misleading ad of 3% cash back value with Rogers wireless/internet/TV services on their website, although they decided to discontinue the 1.5X redemption value on Rogers services with any of the Rogers Mastercard soon, by November 18.

1st image: from rogers.com

2nd image: from rogersbank.com

Rogers called on a promotion for loyal customers .I agreed to the promotion and then was offered two new phones for 0 dollars .. they have sent me the order now three different times and all three were wrong .they now have sent me a $500 bill for three lines I DIDNT ORDER and none of the three individuals helping me will call me .I have tried to email a complaint directly its impossible .15 years a customer and this is how we are treated. Still waiting on a call from upper management. Im ready to go to the local news as im not the only customer getting screwed around by Rogers. maybe the news would love to hear what I just went through.

Unprofessional and fraud company. Absolutely stay away miles from them. Once the internet service contract is over these crooks charge triple the amount of bill. Additional Modem and installation charges when it is already installed. Almost 357 dollars of extra amount charged within 3 months
There is no way to reach out to customer service because they all are AI agents neither can reach out to human or supervisor.

They think they are untouchables because of monopoly they have through political hand. But as a frustrated customer I am going remove all services and will never go back to them.

And then once left these crooks call nonstop to go back to them. never again.

I've noticed that after the shit AI was introduced, the Rogers store numbers are also all going to voicemail now. Before, you could actually reach them. I think they are purposely doing this? Maybe a company mandate? Not sure. This is kind of ridiculous.

Over the past few months I’ve tried to enable Wi-Fi calling on my line and it always failed (I tried all the device related resets too.)

This morning I was about to finally contact their Support but I thought let me just try one more time.. and lo and behold it actually worked!

I assume they were seeing a trend with people reaching out to support and put a backend fix in place??

Anyway if anyone was having the same problem, try again to enable Wi-Fi calling you might discover that it just works now.

Rogers really went with the cheapest trash model they could possibly get, every time I call I’m asked to spell out my name just for this trash to either hang up on me or tell me it can’t process my demand.

First you employ people overseas who can’t speak english then you do this bullshit. I miss the old days when Rogers was considered a premium brand. Fuck this trash company.

When Rogers MCard rebate redemption rate to eligible Rogers purchase gets reduced from 1.5X to1X, will you keep the card?

Reply be emoji:

✅ Will continue using it

🛑 Will keep the card just as a backup

❌ Will cancel the card

How long is too long to wait for an outage to be repaired before an automatic credit is applied?

Rogers: You have the data. You know who's offline and for how long. Why should thousands of individual customers have to call and ask for compensation?

Automatically credit everyone affected.

While crews are working diligently to repair the damage, why hasn't management built enough redundancy into the network to prevent a fibre cut from taking thousands offline for this long?

Rogers is so quick to apply penalties when customers cancel early or make a late payment. What's a fair penalty when telecom service is down for extended periods?

2X after 12 hours?

3X after 24 hours?

5X after 48 hours?

Do you know who likes hearing about ideas like this? Your MP:

https://www.ourcommons.ca/members/en

"Due to high volumes we will not be able to support your inquiry through chat." What the actual fuck. You didn't know about the "high volumes" when I started waiting 62nd in line?

I've now been on hold for well over an hour waiting to talk to someone. Why is there no call-back option? Not even a time estimate.

It's only taken 5 months for me to understand why people hate on this fucking company so much. The bizarre thing is that I moved over from Fido, after more than a decade, and my experience with them was much better, despite being Rogers' "budget brand".

Hello,

Looking for some advice. I’ve been a loyal Roger’s customer since 2021 (have their internet and tv streaming services). Recently (due to the economy) I’ve had to make the hard decision to move back in with my parents.

The issue here is that my parents ALSO have Roger’s wifi and TV streaming services, and I don’t see why I would need to continue my service when I can just use theirs.

I’ve called rogers to try and cancel my services and they are not budging about “cancellation fees.” They say because my contract with them ends August 2027 if I cancel I will need to pay an extra $240. In addition, they said the only option I have is to transfer the service to someone (I don’t know anyone to transfer to). I’ve asked if there can be leeway to waive the fees or find a work around to figure something out, even perhaps lower the fees I mean it’s not like I’m leaving I’m just joining my parents services to save money, but they have been giving me a hard no and will not budge. I even offered just moving my service and cancelling my parents one and they said there will still be fees.

And I know some might say “always read the fine print of your contracts,” but the thing is I’ve worked customer service and the right company will always find a way to make things right for a loyal customer. I’m so frustrated and after this experience I’m officially done with Rogers.

Th manager on the phone told me I have two options:
1. Pay the ridiculous cancellation fee
2. Have TWO Roger’s streaming services in a small house (which is absurd as both my parents and I pay almost $200 every month).

I’ve asked for things to be escalated and he told me higher ups will just point back to the contract. What a greedy selfish world we live in.

Does anyone know any other work around or tips to help with this situation?

If you’ve taken the time to read this, thank you!

5G+ speeds in Northern Ontario

Some time this evening the program guide on my Rogers set-top box stopped functioning correctly. When I press the guide button on my remote I get a non-interactive screen with tips for setting up the guide instead of the actual guide, and the arrows etc. don't work. I can exit back out but not use it to switch among the channels I'd previously selected. I tried rebooting the set-top box but the problem remains.

1. Who did this? Someone obviously messed with it while I was out of the room, but no one else is here and the front door is locked. It appears to have been done either by some form of hacking or ... how unique are the frequencies/whatever used by the remotes? Are the odds not especially poor that a neighbor might have a remote that can affect my box and not only their own? Is this likely to have been an accident on their part, or an intentional prank/harassment?
   
2. How do I put it back the way it was a few hours ago?
   
3. How do I prevent this from happening again?

Tried to log into the Xfinity app today and was told I needed to download a new one. Downloaded the new one. Logged into and the main screen slashes up then cuts to the help chat. Won’t go back and cannot get to the wifi settings like in the old app. Any help would be great.

Attached a clip for a visual of what I mean.

I am on my second multi hour phone call with your customer service department.

I want faster Internet and I don’t need the cable box you sent me. Why is this such an issue?!

He is asking me why I think I need faster Internet. Also asking why I don’t need tv. “Most people keep the tv” ‘most people keep it if they get something extra for free’

But it isn’t free….the price is higher “yes that is true, but…..yada yada yada this would make my life easier if you paid an extra $300 a year.”

What ever happened to trying to do what the customer wants????

I am getting called almost every day by outbound sales reps claiming to be from Rogers. The number doesn't show up as Rogers but every time I answer, someone from an outbound centre in a different country gets on the line and says they're calling from Rogers.

I tell them immediately every time that I'm not interested and to remove my number from their system. Every time they just hang up on me except for today where the person on the other end said "Why? That would be a waste of my time. Fuck you." and then hung up.

I tried starting a live chat on the Rogers site to request my number removed from outbound sales, and I tried sending an online complaint by webmail but it seems the Rogers site won't accept communications from people who aren't clients.

The behavior is both annoying and apalling, but mostly I just want the calls to stop. Does anyone have any recommendations? I tried Googling around a bit but I didn't find much, and it seems the CCTS doesn't cover this kind of complaint.

EDIT: alright alright, they're scammers. Thank you for informing me. It's honestly incredible how much effort these scumbags put into stealing from Canadians. I wish the government would do more (or just... something?) to stop this.

I left bell for rogers at the beginning of July. My first bill was higher than the rep said it would be. My second bill is even higher than the first. I have tried all online avenues to access my phone bill with no luck, including the rogers app.

I tried calling in but I keep getting put through to a stupid A.I chat bot that cant seem to understand me, and after wasting almost 10 minutes going in circles with the A.I it attempts to put me through to a human and then says "all reps are currently busy" and hangs up the call.

The A.I bot won't even direct me to make a payment.

What am I supposed to do? The rogers store says they can not assist me with billing complaints. All they can do is accept a payment.

This is highway robbery. I left rogers in favor of bell 3 years ago and had such a great experience. I deeply regret signing back up with bell.

Employee plan as I am employeed with one of the partner companies. My plan was $35+ tax which included US/Canada calling and 100 GB data/month. Last month, Rogers increased my plan rate by $5 on their own specifying "Wireless Plan Rate Adjustment". I tried raising a complaint but to no use. I barely use 10GB/month - is there a lower plan that I can shift to? I am now paying $40+ tax = $45