r/Rogers

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

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.

I have called 9am when the line opened. 11am, 4:30pm and have been told they are too busy to take calls. The online agent could not answer my question and the chat conveniently disconnected when he couldn’t explain. Any solutions?

I just got a car insurance app that runs in the background and it needs data to work (automerit).

However I don't really use my phone's data otherwise. No games, only maps.
Will 5GB/m be enough for me not to worry about going over?

I really have no idea what 5GB looks like :(

Looking for Internet and cable new customer deal. Is there anyone that can help?

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?

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??

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.

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.

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!

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

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.

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

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