Got charged $200 out of nowhere for moving service to a new address

The fee was never disclosed during the phone call when I scheduled the tech appointment and it's not mentioned in any of the emails received either. Phone support won't connect me with a manager. Is filing a complaint with CCTS the next best option?

I’m on an old watch plan $15 / month with 1Gb. Can’t change plan on rogers website nor watch. So called Rogers call back, actually works, after talking to rep, can’t change plan because I’m on a shared plan with another family member. Only way, according to rep is get off the shared plan. We all know when I do that my cell plan will suck. (Grandfather plan)

So is there a way to add companion plan to a shared plan? I don’t believe the rep, just trying to make me pay more.

Had to convince the bot that my internet was down...

The modem is bridged, but it doesn't know that.

It doesn't'know my account info so can't do anything for me. It can't confirm that my outage is happening to other people.

The interface is set up badly on purpose.

The Rogers app is just a webpage in a box... I need to accept cookies... In the app.

If there was any alternative.

The other company could charge me $20 a month more and send someone to my house to come and punch me in the face every week and I'd still go with the other company.

@Rogers

How does a simple plan change turn into this much frustration?

I requested a $35–$40 promo plan with 175GB Canada/US/Mexico for all 4 lines. Agent Fatima confirmed the plan and pricing with me 3–4 times. Yet, after months, I got only 20GB!

After 5 calls, hours on hold, and a manager escalation, the original plan still wasn’t honoured.

I was offered 195GB for $50, expecting a $10–$15 increase per line. Instead, my bill jumped by $40 per line to $80!

What’s the point of recording calls if Rogers can’t review them to verify what was promised?

Customers pay premium prices but wait 2–3 hours for support. Why can’t Rogers get it right the first time and take accountability?

@Rogers @RogersHelps
I want this reviewed and corrected.

#Rogers #CustomerService

MINIMUM five times a day it just randomly goes out for 2-8 minutes, and occasionally it'll just stop working for 20 minutes to an hour. If I have the horrific and unreasonable desire to play any online game on my PS5, it'll go out for 5-10 minutes like twice every hour minimum. It genuinely just stops working out of nowhere. When it IS working its great, but i'm getting so annoyed and tired of this.

I've gotten banned for hours and days at a time from my video games as punishment for disconnecting. I should be allowed to make my day worse by playing Marvel Rivals at the end of it without being disconnected two billion times and barely getting to play. Am I just going to have to give up playing on my PS5???

I don't even know what to do. I don't think there's much I CAN do.

A door to door dude stopped by today with a sweet price for 3gb symmetrical ($75) and I'm considering it.

My two questions are can the XER10 assign static IPs? And can I do port forwarding on it?

If both of those are a yes I'm calling up tomorrow to switch. Thanks!

1. I preordered/reserved on the app, pickup in store, saw the screen that showed my place in queue (103). What exactly does this number represent? A region wide or store wide queue?

2. I received a confirmation email for my reservation with order ID etc. when I called the main Rogers number they said they couldn’t find the reservation and something may have gone wrong internally. The guy also didn’t seem to know much of what he was doing. Any reason why they wouldn’t see it on their end?

3. I cannot see any info about this reservation on my Roger’s app. When I go to track orders it is not there. Is this normal when reserving a phone that’s not released yet?

Thanks

After ordering a new device i receive the new order confirmation and see the order being prepared in the app.
I miss a call from a 416 area code that leaves a voicemail to call Rogers Fraud department to verify order. I call back, transferred to live agent but eventually asked to leave a message, so i did. Get another call from same number same message, returned call again had to leave a voicemail again.
Called and called can’t get through to a live agent so called Rogers customer service, not Fraud.
Back and forth on hold only to find out my initial order has to be cancelled because they tried twice and couldn’t reach me to verify the order.
My phone settings send numbers not in my contacts to my voicemail so because of that I couldn’t answer their calls and the callback is not very responsive, hence the two try policy leads to cancellation.
Rather than changing my phone settings i added their incoming number to contacts to maybe be able to answer their calls in a more timely manner.
Btw, self order on app no $40 activation fee, re-order by phone $40 activation fee.
IMO a loyal 3 line customer not answering a call shouldn’t cost me $40. and delay my order.
My fault or
poor policy or
thank the despicable new age scammer’s fraudulent behaviour?

Hello, I cancelled my Rogers ( Shaw internet) service because my new home only had Telus fiber available. I was officially a Rogers customer until October 13th, and I returned my equipment on October 16th. I just received my bill, and I’ve been charged $199 for unreturned equipment... Is this normal or not???

I called Rogers on 29th September to cancel both my internet and my phone plan as I moved out of the country, I scheduled the cancel for a 11th October, before I would be charged again for the next month.

I then just recently got a text where it's saying I owe them money, and I am being charged for my phone plan which wasn't even cancelled.

I was on the phone originally to Rogers for ages, the guy put me in hold for literally 30 mins to cancel my plans but he didn't even cancel my phone plan.

I disputed the bill and they have just now rejected my claim. They say they record their calls so I'm wondering now how I can escalate so that they listen to the call recording, clearly the man I called didn't do his job.

Also mini rant on the side but I also got a good will reversal credit for my internet plan which was actually cancelled, which I think is bullshit, we definitely were not told about any promotion where we have to stay with Rogers for a certain time otherwise we have to give back the credit. I specifically remember for each of our plans the rep said there would be no charge whenever we cancel our plans. Now we have to pay 100 bucks for that!

My grandma is looking for cable for her new suite in a retirement home and I wanted advice on what options would be best. As a Roger’s phone customer I wanted to know if it’s the same delayed wait times and horrible customer service.

Any suggestions or support would be appreciated.

So I live in BC. I just switched to the new cable box since my old one will no longer be able to get vudeo on demand services by Oct. 28. This is the first time I have had internet service. I managed to start my modem correctly and I have verified it works. When I try to watch TV it says 'we have encountered a problem' I could just phone customer service but I hate talking to them, so I turn to Reddit first. Any suggestions how I can fix my cable box and watch TV?

Good day, anyone in North York (Yonge & Finch area here) getting a “No internet connection” a couple of times a day since 2 or 3 days ago (one is happening around 3/4 in the morning)? The wi-fi signal is still strong just no connection to the internet. It comes and goes back to normal after a few minutes without needing to do anything. During one of these I did the plug/unplug thing with the router and even when it boots up with no issue and broadcasts the wifi we still have to wait until the connection comes back. It seems to be on Rogers end but of course you check and there is no outages reported. Just wonderinf if anyone has experienced this.

Thank you

Been having issues with connecting to a T-mobile MVNO's Wi-Fi calling ever since I switched to 5G Home Internet with FastMile 5G Gateway 12.

I use Airplane mode during tests to ensure only the wifi calling and not regular cellular connection is being tested.

Wi-Fi calling often did not connect. Even if it did connect, the calling and texting did not work. Would get call failed when trying to initiate outgoing call, and outgoing texts would error out with message not delivered.

It used to work seamless with my old ISP, and still works flawlessly on other WiFi networks.

After tinkering and eliminating other variables per AI suggestions:

- Home router, worried about possible double NAT - so tried directly Nokia modem/router - no success

- Firewall: disabled, ALG: disabled SIP and IPSEC, MTU size: down from 1500 (auto default) to 1380 and 1420. Nothing worked.

Supposed core network CGNAT or possible blocking or throttling of Wifi calling by Rogers would make wifi calling impossible, was going to give up on 5G internet and switch to regular wired internet.

Tried to use VPN on iPhone to bypass any wifi calling specific filtering or blocking issues - still didn't work. However, apparently, AI suggested VPN on iPhone does NOT proxy some system services like wifi calling (not verified). Could have a tried a whole network VPN or do Internet sharing from a PC running VPN, to tunnel all of the iPhone's traffic, but didn't have to get there.

Ultimate fix: Switch to IPv4 or IPv4&IPv6 from IPv6 only

1. Visit Nokia router Web Admin UI 192.168.1.1 or gateway IP
2. WAN -> WAN services -> Cellular (tab) -> Pick default APN
3. Set IP mode to IPv4 or IPv4&IPv6

Both of those modes seem to have fixed Wi-Fi calling. I'm leaving on IPv4&IPv6 for now, will switch to IPv4 only if I encounter further issues.

Not sure issue is from T-mobile's wifi calling servers, Rogers IPv6 routing, or some adverse reaction.

Hope this helps someone else

I’ve never tried Rogers, but I’ve used pretty much every other provider. I’m looking for 2 lines with 5G+ speeds for around $30/month each.
How’s Rogers’ coverage and reliability, especially in Saskatchewan? Has anyone gotten a similar deal recently, or know someone who can help me get one?
Should I expect deals like this during Black Friday?

Hi guys, i pre ordered iphone duo for picking up in store, i am wondering if i can do financing 48months with my rogers world elite credit card. Should i inform to representative to do it when i am picking it up?
Have anyone done this before?

I’m getting Roger’s Xfinity Internet in a couple weeks. When I was signing up I asked about the newer equipment and decided to go with it but now I’m wondering if it’s worth paying the extra $25 a month. My new plan is $90 a month without the add on or $115 with. That’s for 1 gb service. I don’t have a very big house but we had a range extended with our Bell Fibre due to some spotty connections for some outdoor cameras we have. And I liked the idea of faster more stable wifi and wifi 7 access but only things we would use that, that we have currently are our iPhones that so support wifi 7. And perhaps maybe a new AppleTV 4K in a couple months, but might just hardwire that anyway so I suppose doesn’t really matter.

If it’s not worth it am I able to contact Roger’s before the install date and have regular internet (same speed) installed instead to save the $25/month? What hardware do they provide if you don’t go the pro route? I’m in New Brunswick if that makes a difference. Thanks.

Hello community, need your help since impossible to get Roger’s customer service. Right now I'm paying $50 plus tax for home internet, and I have two wireless lines, one for my wife and one for me. One line is $67 and the other is $56. A few months ago I was paying $35 and $40, and my bill has gone from $156 to $185. In the app, I see offers for both numbers. Can I switch to those offers? Will I lose my Home Internet discount? I can decrease from 185 to 157, what do you think and what is the best practice. Thank you so much 😊

Hi everyone!

With the 1.5x bonus redemptions ending in a few weeks, I'm trying to figure out what to do with my remaining cashback. I have about $970 worth of Rogers cashback after applying the current 1.5x bonus, and since the card will no longer have the 3% effective cashback, it probably won't be my main card anymore.

I'm debating what the best way to use up the remaining cashback would be. I don't want to overpay the full amount onto my Rogers WE Mastercard just to use it toward my Fido bill, especially since I don't want to feel tied to Fido. I also don't pay for Rogers internet.

One option is to overpay my Rogers WE Mastercard balance so I can use the cashback toward my Fido phone bill. The problem is that I don't necessarily want to lock myself into Fido, even though I'm currently paying $29/month on a no-contract plan. My plan already went up by $4 earlier this year, so I'm worried it'll keep increasing, and I'd like to keep the flexibility to switch if a better plan comes along.

Another option I'm considering is buying a phone outright from Fido and reselling it on Facebook Marketplace. I was thinking of using part of my cashback to buy an iPhone (maybe the 17 or 18, depending on what's available), then selling it at market price. I'd obviously have to pay some money out of pocket as well, but at least I'd be able to use up some of the cashback without committing all of it to my phone bill. I wouldn't actually use the iPhone myself since I'm happy with my current phone and it's still working fine.

A few questions for anyone who's done something similar:

- Buying phones from Fido: Is it possible to buy a phone outright without getting a new plan or signing a contract? Can you do this in-store, or does it have to be done online?

- Reselling phones: Has anyone had experience buying a phone specifically to resell on Facebook Marketplace? Are new iPhones relatively easy to sell, and is there enough margin to make it worthwhile after accounting for the hassle and potential lowballers? Is the market there for new phones?

- Using cashback toward Fido bills: If I went this route, I'd probably use around $200 toward a few months of phone bills and use the rest elsewhere. Is overpaying the Rogers WE Mastercard still possible? I've seen people mention that you can no longer do it through the Rogers app, so I'm curious what the current process is. I don't want to put the entire $970 toward the card just to cover my Fido bills if there are better or more flexible ways to use the cashback.

- Other options: What are you guys planning to do with your remaining cashback? Is there a better way to get the most value out of it without spending money on things I don't actually need?

I know I could just use it toward my Fido bill, but I'd prefer not to tie up the entire amount there if there's a better option. Since I don't pay for Rogers internet and don't necessarily plan to stay with Fido, I'd rather use only what makes sense for my phone bills and keep the rest flexible.

Would love to hear what others are doing, especially if you've bought phones from Fido or successfully resold them.

TIA!

This has been happening continuously for the past two and a half months. 24/7. Not to mention the frequent latency spikes as well. A Rogers technician has since replaced the coaxial cables in my apartment, but the issue has not improved. Absolutely unacceptable!

I got my iPhone 17 Pro Max last month, and now I want to upgrade to the iPhone Duo. I went to the Rogers website and tried using the “Upgrade My Device” section, but the page just keeps loading forever. Classic.
As a workaround, I went to the homepage, selected the iPhone Duo, and clicked upgrade from there. I even recorded my screen to show exactly what happens. From that point on, the Delivery button simply refuses to work. The only option that works is reserving an in-store pickup, which I don’t want because of my schedule.
This has been happening for about a week now, and I’m starting to wonder if Rogers is trying to tell me something.

I also tried the same process with other phones, smartwatches, and tablets, but I get the exact same result every time. So it doesn’t seem to be an issue limited to the iPhone Duo.

Has anyone else experienced this? Is there a workaround, or is the Rogers website just having a long-term relationship with its loading screen?
To be clear, I want home delivery, not store pickup. Has anyone managed to get delivery working or found a way around this issue?
Any help would be greatly appreciated!

Rogers has frustrated me so much that I’m genuinely in tears. I can’t believe our government lets these companies treat us like this. No respect for our time or our money.

I called a month ago to schedule a move and was told that it was done. I called again because charges on the confirmation of service changes were 5x what we agreed on. I was then told that the email I got was fake, despite having my account number, current address, new service address,etc. I was assured that my move was scheduled as discussed at the agreed upon price.

Now fast forward till today and I have no internet. I called and was told that my move was never scheduled. This rep told me that she has now updated my service address and service will be available in 3 hours. It’s been 12 hours and no service.

I have tried to use the resolve a complaint form but it doesn’t look like that’s working. Is my only option truly spending two hours of my like on hold tomorrow to get this resolved?

The worst part is that Rogers won’t even have the decency to offer bonus mobile data or even a credit. Like this can’t keep happening.

good day!

just got off the phone with customer care. they said the phones aren’t back ordered yet for both 256GB variants. The lady on the phone specifically said it will arrive on time and i’ll get details soon.

Take it as you will.

I feel like I’m going crazy here!

I upgraded to the new Series 12 cellular Apple Watch after successfully using my Series 11 on the Rogers network.

Whenever I try activating the cellular on the 12, I get this error above.

I’ve tried calling in multiple times, spent hours on hold and I’m getting different answers every time from technical support…

Some say “wait 24 hours” - did that - or they blatantly have no clue how cellular Apple Watches work… I even tried going in person to a Rogers store and they said it was impossible on their end to help me…

Does anyone have any advice on here? I’m super desperate to get this resolved.

Thanks so much