57 comments

How to Terminate your Rogers TV, Internet, Home Phone (and possibly Wireless) Contracts.. NOW

Tips & Tricks

I came across a very interesting post on Facebook by Al McGale that explains how you can get out of your  Rogers TV, Internet and Home Phone contracts without paying termination fees. It depends on declining changes to your terms, one of the oldest tricks in the book. But it’s always good to post it every now and then to remind people of how it can be done and I also really like how Al explained it.

Here is a direct link to the article on Facebook and just in case Rogers manage to get it removed from Facebook I’ve pasted it below:

By Al McGale:

If you use Rogers services then you, like me, are likely hooked into a contract of some sort that ties you to their service for a couple of years for the promises of deep discounts and extrodinary customer service.  It’s quite likely that you, like me, have been disappointed by their customer service and are still waiting for these deep discounts (15% off of an over priced service is not a deal).

Well, today is your lucky day (and it was mine, too).

I received the following letter in the mail outlining changes to the fees that I pay for the services that Rogers provides;

Front Page
Back Page

The important part of this letter is that all of the fees associated with Rogers TV Packages, Rogers Hi-Speed Internet, and Rogers Home Phone and Long Distance have been increased.  Also worth noting is that in the fine print at the bottom of the page under 1 ..”The CRTC has established the Local Programming Improvement Fund (LPIF) to subsidize TV stations in markets of less than 1 million people.  Rogers is required to pay 1.5% of our TV service revenues to this fund.  We pass this charge through to you.”..

Lately I’ve been unimpressed with the large Canadian Telco’s anyway for trying to screw us with their Usage Based Billing (UBB) Internet scheme, so this was just what I needed to put me over the edge and call Rogers to see if they’ve broken our contract, thus allowing me to cancel the affected services.  As I expected I encountered some pretty heafty resistance, but armed with the knowledge I gained hopefully you can do the same much easier if you need or want to.

First – the person that answers your phone call will not likely be able to help you.  Explain that you’d like to cancel all of your services due to changes in the services, but you need to understand that they’re not trained on how to deal with Rogers breaking their own contracts so take it easy on them.  Tell them that you’d like to speak with a Supervisor, not because they’ve done something wrong, but because this is an issue that they’re likely not trained to deal with (worked for me – I got a manager).

Back of Page 2 of the bill

When I got the manager on the phone she started talking very quickly and got upset with me when I tried to interrupt her when I had questions.  I explained to her that if I’m not allowed to ask questions while she goes on with her explaination, then I need her to talk slower so I can take notes and ask my questions when she’s done.  She wasn’t very happy with my smartalec-ness, but I wasn’t happy with her trying to whitewash me with fast talking and not allowing questions.

She explained that there are fee increases coming, and as per my contract with them, fee increases are acceptable based on the terms of service.  I told her that’s ludicrous because if Rogers started charging $1,000,000.99 / month for my home phone service that is not acceptable and not what I agreed to when I entered the contract.  She told me they wouldn’t do that, to which I replied it doesn’t matter if you WOULD, the fact of the matter is the contract does not allow you to without me having an option to opt out.  She then asked me to get out one of my bills (as I expected her to) and turn to page 2, point 15.

She read this to me very “As a matter of fact”ly.

Ooh, what’s this!?

I told her to slow down and read that again.

“If you do not accept a change to these terms, your sole remedy is to retain the existing terms unchanged for the duration of your commitment period.”

Really?!  I’ll take that option.  Don’t screw with my stuff.

That option isn’t available sir.  The rate increases are coming.

So our contract is void.

Hold please.

hold music

Thank you for holding.  Yes, sir.  You are able to cancel your services without paying any penalties.

Tada!  And once you shop around you’ll be amazed and how much you were getting scammed – I sure was!  And you’ve got 30 days to get something else installed, so don’t delay!  Ditch’em.  They’re begging for it.

If they give you a hard time, feel free to reference ticket # I 364 368 858.  That’s the ticket where Joann (Manager) gave approval for me to cancel my services with no penalties.

— Update on Feb 22, 2011

I’ve heard from many people that they’ve great success cancelling their services, but I’ve heard from others that they’re not being allowed to cancel.  Talk to a supervisor and don’t take no for an answer.  According to their contract (point 15), they either allow you to continue with your service under the existing terms (fees and services) or they’ve broken their contract, in which case you can cancel with no penalty.  Make sure you get one or the other, and expect resistance!

— Update on Feb 23, 2011

I got a note today from someone that is familiar with Ontario’s Consumer Protection Act.  In addition to s15 in the Rogers contract our rights are further supported and clearly defined by CPA 42.(2).2 within the Amendment, renewal or extension in accordance with consumer agreement;

2. The agreement gives the consumer at least one of the following alternatives to accepting the supplier’s proposal to amend, renew or extend:

i. terminating the agreement, or

ii. retaining the existing agreement unchanged.

The above is only valid in Ontario, but there is likely something similar in other provinces too since it

makes good sense.  (If not, get on it)

Thanks for the tip, A.G.

— Update Feb 25, 2011

Wireless customers!  Your lucky day has potentially arrived!

People have been asking me if it’s possible to cancel your wireless plan with the changes I’ve highlighted above.  I wasn’t sure with the above information since it doens’t really affect your cell plans, but you could have argued that the only reason you had your cell with them was because of the bundle pricing, but I wasn’t sure if it would work so I didn’t want to get into it.

But on my most recent (and one of the last!) bill I received from Rogers there is a blurb about the cost of text messages increasing as of March 16, 2011.  You can now use this information to give them the choice of letting you out of your contract or having them not screw with the pricing of your services.  This change, since it’s directly affecting your wireless plan (assuming you have text messaging included in your plan (but who doesn’t?)), gives you an opportunity to get out.  They might offer you something different to make up for this change, and if it pleases you then take it – but if you’re goal is quitting, don’t accept their “new” proposal – either it’s what you have today, or you quit.

Thanks again, Rogers.

57 comments

  1. Terry

    “Your sole remedy is to terminate” … that statement is somewhat open. It does not indicate that you are not subject to any penalties for cancelling. The way I read it is that, if you don’t agree to the terms, you can either keep your old rates or you can terminate your contract. But it does not state that Rogers cannot charge you whatever penalties might be assessed as a result of the termination.

    Thoughts?

    Reply
  2. Jeremy Incogneto

    Hmmmm …. very interesting indeed, here’s my stick. Rogers has (surprisingly) been good to me, have not had an issue with them, however their coverage map for 3G in Atlantic Canada really sucks. I would love to see what Bell or Telus has to offer me in terms of contract, however presently with my plan I have unlimited texting, so en-turn I am not really affected by the price hike for text messages. I am wondering now if I would really be able to argue something like that with a manager or if I would still be able to play the card that they are changing my plan and I don’t want them to.

    Reply
  3. mamasavesmoola

    Really interesting read!

    Terry, I see your point; they always try and get you in the details. I would, however, argue that because Rogers can no longer meet the terms of the customer’s contract, the contract has been broken by Rogers and not by the customer. No customer should have to pay the penalty for ‘the crime’ of discontinuing an agreement that has already been broken.

    Reply
  4. Mandolin

    Hmm so those of you who are shopping around what services do you use? I am in Quebec and I find finding less expensive options for cable and internet quite challenging. I would love to hear any advice as to which company is best for telephone, internet, cable, cell service. I think virgin mobile is reasonable priced for cell services but the service is not good at my apartment. I have yet to find a good deal….and I want to wait to learn about the legalities on internet usage billing.

    Reply
  5. trendless

    I first heard about this kind of change-in-terms-equals-broken-contract several years ago when the US cellcos changed their text message rates. I was under the impression that we didn’t have anything similar, counterintuitive as it may seem (I remember reading posts that explicitly stating you COULDN’T break your contract the same way in Canada). I’m glad to hear that at least Ontario has something to prevent companies from doing whatever they want after you’ve signed on to a contract with them. Is anyone able to provide info on whether any of the western provinces (specifically BC, but I’d be interested to know about AB as well) have something similar?

    Reply
  6. Tammy

    I dislike Rogers as much as the next person …. same with Bell…but i find the problem is where to take your business where they are any better. I tried Telus years ago but wasn’t any different, they gave me a deal to switch and then raised their rates shortly after. Bell ended up giving me a deal to come back so I did. Seems like there is a lack of good competition/services in Canada in this whole telecommunications area.
    So far my best solution has been to refuse to put all my services with one carrier no matter how hard they try to talk me into locking in all my business with them. That way I have a little bargaining power at least and so far I’ve gotten Rogers and Bell to reduce my costs without losing service at all. Sometimes you just have to ask and/or complain about the costs.
    Another suggestion to pass on with Bell is to ask to speak to the loyalty department. When I got a small monthly bill reduction deal with Bell and the agent messed up the changes, I called to complain and an agent from the loyalty department actually offered to give me free long distance for LIFE to make up for the error…I had to ask the agent to repeat it because I didn’t believe that’s what she said but it was. Ever since my bills have a $0 charge for long distance regardless of the calls I make. (I think there was a max of 200 long distance minutes per month applied to this but I don’t use anywhere near that in a month anyway.) Seems like they are all trying to keep your business and I think having only part of your business keeps them a bit more willing to keep you happy so you don’t bundle up with the competition.

    Reply
  7. Jerry Hung

    I use TekSavvy for Internet & Landline in Ontario

    Will cancel Rogers TV once Free PVR is no longer offered ($30/month saved and maybe I can try Hulu/Netflix)

    and company wireless phone :P

    Reply
  8. MUMason

    I am so mad at Rogers. I have an email with a confirmation# from Rogers outlining in detail my services I agreed to over the phone with them. My recent bill was triple the amount. Rogers will not honor their own agreement.

    Reply
  9. anisa

    if you are good at getting rogers to reduce rates then there isn’t really a problem. you get cheap rates with decent service and support.

    i have had the same rogers wireless account for almost 7 yrs, and really haven’t found anything comparable for the plan (and level of service and support) i have, with any of their competitors.

    i just had my rogers vip cable reduced by 20%, plus got a free HD pvr and was told by them to call again after a year and they will be happy to work out another deal for me then as well.

    i would rather stay with the larger companies that can offer more reliable service, and just find ways to get them to give you the best rates. you get the best of both worlds.

    i’ve read too many bad stories about ppl who have switched to the smaller companies and been entirely unhappy with the service.

    Reply
  10. kerry

    I never pay full price for cable,phone or internet.I threaten to switch to another provider,as I tell them about there competitors special offer.They have a special team that handles dissents,and they always offer to match,the price,the competitor is charging,if you will stay on with them..

    Reply
  11. Hitech

    Thanks for sharing the info … need to get out of my Cell Phone contract. Switch over to Mobilicity or Wind … u get your money’s worth with their excellent features & can do away with your home phone too!!

    Reply
  12. olivercat

    I have the rogers wireless hub for the internet–it is not unlimited (useage payments)-I have had it for almost a year with incredibly good service–only once was there a glitch in the bill and the young man on the phone fixed it quickly (and happily). I am very rural (no cable –bell even charges long distance if I call accross the street). I had a satellite (exploret) internet for almost 5 years–with the last 3 being a nightmare! Bad service, no service, horrible custommer service–but even though breaking the contract would have been nice, at the time there was no alternative. Because of the experiences with internet service–my cell phones are both non contact–one is a pay as you go, the other is non contact billing. I just am getting tired of dealing with frontline operators who are just reading from their computer screens –so if you can get other services in your area–great–but also consider no-contract services-sometimes the free stuff is not always worth it..

    Reply
  13. totti182

    I am with rogers and I have had my problems with them, but anytime I threaten to cancel, they always tell me that I will have to repay everything I have gotten free with them (incuding the first 3 months i got free and the money I save by bundling) i don’t really want to cancel, but I am pretty annoyed with how much things cost with them… any ideas?

    Reply
  14. Ann

    I agree with olivercat^. I have the 711 phone ‘Speak Out’ pay-as-you-go, and got a free phone just for buying a $100 card back in Sept. It works great for my husband and I. I used to have a cell phone with Sears, and it was terrible service, customer and phone range, and the price was $40 a month, for something that we hardly ever used. Now I figure we are paying about $16 a month for 2 phones, and the service is excellent! Customer service is great also, for the only time that I had to call when I started the phone up. I really looked around before getting these phones, and think that if you look hard enough, the perfect plan is out there for everyone.

    Reply
  15. Caroline

    Teksavvy is really not for everybody. As far as I know, they are using the Bell lines, so they are capped.
    If you live far from the central office, then you’re screwed. The speed will be awful.
    Thanks for the interesting post though. I am with Rogers as well, but I only have the Internet with them. Unfortunately, there is a real lack of competition in Canada, and even if I would like to switch, I don’t see where I would go to…

    Reply
  16. Eric

    Here in Fredericton it seems our only options for TV, Internet, and home phone are Rogers or Aliant. Since I ABSOLUTELY refuse to work with Aliant, I don’t really have much choice.

    Reply
  17. bruno mars fan

    excellent!! thanx for this!! i switched from bell to rogers and was horrified, their service is sooooooooo slowwwwwwwwwwwww. can i keep my phone number if i switch?

    Reply
  18. blueai

    We had just called ROGERS.
    They told us that we cannot cancel our plan without penalty even though they admit about #15.
    They said long-distance call and text messages are charged on a per use basis.
    Pointed out that we are not using text messaging or LD service from them much.
    Any suggestions??

    Reply
  19. Al

    I absolutely hate people like this Al McGale. He doesn’t have a “trick” or anything, he was just very persistant and arrogant and eventually Rogers figures, heck, we don’t even need him, let’s send him off to our competition. We do the same trick in my line of work, as most customer orientated business do.

    The reality is Al entered a CONTRACT. If he’s unhappy with the service, most companies will do what they can to help customers out, if the customer is willing to be reasonable. Al really sounds like a fool and was unwilling to negotiate, so he just pissed and moaned until he got what he wanted – basically like a baby.

    Al is not the type of person anyone should emulate or aspire to be like and I’m disappointed a cool site like Smartcanucks.ca would even post his rantings.

    Reply
  20. SulkyBlonde

    Im in a contract till June 30 2011 for my TV and landline … Does anyone know if there is anyway to terminate my contract earlier with Bell ? would appreciate the help if anyone does ? thanks :)

    Reply
  21. yerallnuts

    Much of this reply applies to Quebec and Ontario only, though there are likely similar options available in other provinces if you live in or close to an urban centre:

    I’ve been with Rogers for my cellular service and I must say that loyalty pays. My service costs are way below what the vast majority of people will pay and I have an amazing plan – I got to this point because I negotiated one small discount or free new feature after another over a period of years – what I get for my $22 is amazing to say the least – according to my bill, the retail value of my plan is close to $100.

    Of course, as has been said, using President’s Choice, Seven-Eleven, Pertro Canada and such prepaid services are THE least expensive way to go for occasional cellphone users. Note that there are only two and a half national networks (Sympatico, Rogers and the ‘half’, which is Telus) so coverage from one provider is often the same as for the next.

    There are Cellular alternatives like Wind and such, but they suffer serious coverage limitations.

    For SulkyBlode; June isn’t that far off. Unless they’ve violated or tried to change some of the terms of your present deal you are not likely to be able cancel without penalty.

    For Mandolin and Caroline; For cable in Quebec we are stuck with Videotron/Cogeco/VDN and such who still treat consumers as though they have a monopoly. If you don’t watch much TV there’s always free ‘Over The Air’ (OTA) but if you want to watch the Food Network or SyFy that just won;t do.

    I am on Bell Satellite and was able to get a lot more service for my money than Videotron offered (though their billing is the most inaccurate I’ve ever experienced), of course there’s always Shaw – or, if you like living ‘dangerously’ and don’t mind giving up Canadian commercials and content, you can get a Dish or DirecTV subscription on the grey market.

    I ALWAYS recommend that clients maintain a hardline, rather than using VOIP or Cable telephony for their voice comms at home – in case of emergency and during power outages a wireline phone continues to work – depending on where you live you may have alternatives – Teksavvy resells Bell wired telephony and charges reasonable rates. If you are running DSL for your Internet, the higher cost for the wired (POTS) phone line is offset by the fact you don;t have to pay for a ‘dry loop’.

    For Internet service, you have to know that there is a huge uprising against UBB these days. For $40/month Teksavvy offers an uncapped service (though they were awfully quick to raise their rates when it looked like UBB was a done deal). A more humane alternative is Acanac who held off, funded some of the fight against UBB and at l east wouldn’t cut off your service if you hit their cap. They have an unlimited plan at about $35.

    Contact me for details.

    Reply
  22. yerallnuts

    Much of this reply applies to Quebec and Ontario only, though there are likely similar options available in other provinces if you live in or close to an urban centre:

    I’ve been with Rogers for my cellular service and I must say that loyalty pays. My service costs are way below what the vast majority of people will pay and I have an amazing plan – I got to this point because I negotiated one small discount or free new feature after another over a period of years – what I get for my $22 is amazing to say the least – according to my bill, the retail value of my plan is close to $100.

    Of course, as has been said, using President’s Choice, Seven-Eleven, Pertro Canada and such prepaid services are THE least expensive way to go for occasional cellphone users. Note that there are only two and a half national networks (Sympatico, Rogers and the ‘half’, which is Telus) so coverage from one provider is often the same as for the next.

    There are Cellular alternatives like Wind and such, but they suffer serious coverage limitations.

    For SulkyBlonde; June isn’t that far off. Unless they’ve violated or tried to change some of the terms of your present deal you are not likely to be able cancel without penalty.

    For Mandolin and Caroline; For cable in Quebec we are stuck with Videotron/Cogeco/VDN and such who still treat consumers as though they have a monopoly. If you don’t watch much TV there’s always free ‘Over The Air’ (OTA) but if you want to watch the Food Network or SyFy that just won;t do.

    I am on Bell Satellite and was able to get a lot more service for my money than Videotron offered (though their billing is the most inaccurate I’ve ever experienced), of course there’s always Shaw – or, if you like living ‘dangerously’ and don’t mind giving up Canadian commercials and content, you can get a Dish or DirecTV subscription on the grey market.

    I ALWAYS recommend that clients maintain a hardline, rather than using VOIP or Cable telephony for their voice comms at home – in case of emergency and during power outages a wireline phone continues to work – depending on where you live you may have alternatives – Teksavvy resells Bell wired telephony and charges reasonable rates. If you are running DSL for your Internet, the higher cost for the wired (POTS) phone line is offset by the fact you don;t have to pay for a ‘dry loop’.

    For Internet service, you have to know that there is a huge uprising against UBB these days. For $40/month Teksavvy offers an uncapped service (though they were awfully quick to raise their rates when it looked like UBB was a done deal). A more humane alternative is Acanac who held off, funded some of the fight against UBB and at l east wouldn’t cut off your service if you hit their cap. They have an unlimited plan at about $35.

    Contact me for details.

    Reply
  23. Jenn P.

    I appreciate anyone that has difficulty with a large service provider or retailer. I understand and I’ve had them myself. But I haven’t had a single problem with Rogers and I’ve had my cell service with them for over 9 years. On the other hand, I used to have Bell home phone, TV and Internet until about 5 years ago when they screwed my family large – Rogers ever since. I know some people have the same problem, but reverse and I don’t know if it’s a bad company or a bad customer service agent – we’ve all had the good and the bad right?

    The company I work for has Bell internet – ultra high speed, we pay $116 per month for it(!!) and we get download speeds of 1.3mbps, no where NEAR the 8 mbps we’re told. We’re in the process of getting a rocket hub for the office (there’s 3 of us in total, so it’s good) for a heck of a lot cheaper. I spoke to Bell’s VP Satisfaction line and they said they couldn’t so anything about our service and said “here’s a phone number to cancel”. Didn’t even care to try and keep the business… so, was that the company talking or the customer service rep?

    I’m having a bit of a hard time differentiating from bad company to bad customer service rep. Of course, it depends on your situation – it could also be bad services.

    To each their own, and with more competition I’m sure we’ll see increases in all of the above.

    Reply
  24. Sandra5

    My husband is more technically savvy than me so we decided he is the one who arranges the household cable, telephone, internet etc. We have TV and phone from Rogers and internet from Teksavvy. He says that when dealing with Rogers it depends somewhat with whichever rep you are dealing with at the moment -the message being that if the rep you are dealing with won’t do something you want, try again for a different rep. I can hear him on the phone sometimes really seeming to spend a lot of time negotiating for the best conditions.
    The more he is willing to insist and haggle and negotiate with Rogers, it seems the better the deal he gets. It takes a lot of time and patience on his part.
    It seems that it shouldn’t be this way should it? Operating in a clear and straight-forward way, the same deal for everyone, makes more sense to me. But it seems to be the way Rogers operates and they have an army of employees to support this system. (Oh BTW, Bell seems to operate this way too!)

    Reply
  25. cheerydeer

    I am with rogers for over 7 years and I never had problems with them. Thank Al McGale for your tricks. But I have no interest to read them.

    Reply
  26. atozcomp

    sometimes you can’t make anyone change things for you.
    just have to change the yourself.
    I was in a contract for years with telus.
    then it ended and I was month to month.
    the price went $10 up because I wasn’t under contract for caller id.
    PLUS they were still charging me for access fees.
    something others did not do.
    I phoend them and emailed them letting them know,
    either get me a cheaper plan or I’m gone.

    I had one reply over the phone and the rep tried getting me on a more expensive plan in another contract!! didn’t even address my concerns.

    So f**k them I was out!
    Then I get and intro rate with no contract from fido plus a phone!
    even though they are owned by rogers there is no reason that companies should own you! without us there is no rogers!

    Reply
  27. maurice

    Notice the pattern of the postings here?
    First the info on the broken contracts and relief, then a few days later a flurry of messages saying how Rogers was so good and that this guy is a jerk.
    Hmm, they all like Rogers, they all think Al is a dork.

    I smell Shills.

    Reply
  28. Shawn Daley

    I was on the phone with Rogers over a 6 hour period today, went to 3 Rogers Plus Stores (everyone I spoke to had a different reason why they couldn’t help me – I simply wanted a new phone) and threatened to cancel, but alas it was to no avail.

    Until now.

    THANK YOU.

    Reply
  29. cj

    @Terry: It doesn’t say ‘your sole remedy is to terminate’, it said ‘your sole remedy is to retain the existing terms’, which is precisely what rogers doesn’t want thus they will allow you, after runaround, to terminate with no penalties. They are breaking their own contract when they raise fees.

    Reply
  30. amestp

    I called and they told me they are replacing the system access fee and 911 by the Government recuperation fee (not sure of the exact term in English) which should be around 3$ so it will be less than the fees I’m paying right now.

    There was nothing specifying the fees or explaining the details of the changes anywhere… but for some reason I doubt it will be less than what I’m paying now… Will see on the next bill I guess.

    Reply
  31. Sherry

    I used to do customer service for an American mobile phone company. The rules in the USA regarding mobile services really should be adopted here in Canada across the board for all provinces and territories.

    For example:

    When changing the price of a feature like text messaging, if it is a per use basis change the provider has to notify you and give you the option to cancel without penalty – and that option is a limited time offer (I believe it is a 90 day window). You would have a certain amount of days to do that after the notice before the company assumes you agree with the price hike. When it comes to actual plans – companies are not supposed to increase your rate plan unless YOU make a change to it. For example if you have an optional feature for unlimited text messaging for $9.99 and then go off of it to a smaller package and then when you want to switch back to unlimited messaging the package is more expensive at $14.99 due to a price increase – that is considered acceptable. However, it is also a requirement for the company to notify their customers with bill inserts about price changes to features even if they are only hit with those price changes when they want to change them.

    The issue for consumers is that most of us don’t read bill inserts so when making choices to change our plans we aren’t being educated by customer service about possible price increase when wanting to switch back to previous plans. I know from experience that customer service reps in the American companies get notified approximately two weeks to a month prior to price changes to features in preparation for those who will want to end their contract due to the price changes. This ensures that customer service can notify their customers of these changes and help consumers make informed decisions about whether or not it is worth it to change their plans.

    Also in the USA ALL mobile internet plans are unlimited for $19.99 – $29.99 per month, (this depends on the type of phone)surely Canadians deserve similar pricing to our neighbors. Most of us would be willing to pay slightly more (due to lower population) for those services to be unlimited but large companies here in Canada do not wish to be competitive and grow their company’s network. In the States companies are constantly investing in their networks to make them larger and update the technologies and bandwidth.

    Why are our companies so bloody lazy?

    Reply
  32. Sandra

    I wish there was something like this so I could cancel my ADT security service and avoid the 1300$ fee. EEKS!!!

    Reply
  33. Lisa gloria

    Rogers
    They wiped out my 3500 MB, remaining at the end of the month, on my iPad, but they are mine,
    I paid for them,
    How can they?

    I want to quit.
    How?
    last night, I was 57 minutes on my telephone, then the girl from Rogers said, the cancel department is closed now.
    Call again tomorrow!

    Reply
  34. hellokitty

    :< <== wishes we had american internet, they got better rates then us, were stuck with either bell/roger crap..

    Reply
  35. Donhaterogers

    Looking to cancel with the Rogers/Bell conglomerate, they have not lived up to expectations nor aree they providing consistent services. While on line to their “customer service” for internet speed problems, I was told to go to a site, download an engine that would give me the speed of my internet connection, then to read back the numbers on the speed. When I started the number was 85bps, as we were talking this number started counting down! As we talked the number was now 18bps, I was told that this was normal!!! The time of this call was 1:32 am EST! there was no forthcoming answer as to why this was happening at this time of day, and I was paying for their “Extreme” internet service. It was taking up to 3minutes to download a very small file. This is not good service in any way shape or form. I am cancelling to go to an exclusive internet service, TekSavy, for home phone, Internet and TV.
    Maybe now I will be treated more as a person than just a REMOTE Numbered Account!
    Yeh, I know, wishful thinking. Anything has to be better than the Rogers/Bell alliance.
    By the way, has anybody noticed that Bell has taken over broadcasting of CTV? a Canadian Institution? C(Candian)T(Television)V(Vision)
    CITY TV is now run by Bell as well, how long before we see the:
    ROGERS-BELL Center in TO? or maybe BELL-Rogers Center. Damn them it is not even spelled Canadian, it should be centRE!!

    Reply
  36. HAPPY Ex Rogers Customer

    CONFIRMED……….. WORKED LIKE A CHARM word for word just like it was above must be done within 30 day of the notice of rate or service changes !!!!!! WOOOOOOOOOOOOOOOOOOOOOOOOO Hello TekkSAVVY

    Reply
  37. Mike

    I just got off the phone with Rogers and they say that since my basic cable is locked in for 2 years at 15.99 I have to pay it. They won’t look up that reference number and the supervisor wouldn’t listen (shocking). The 16 dollar saving is great but all the other tv services are going up over 40 bucks.

    I want out … any ideas would be awesome …

    Reply
  38. richard 1960

    What is and I don’t get it: 2 parties are making a deal- a contract. One party try change it and is allowed to do it without any discomfort. The other is penalized. It is the time for Gov to step in and make mandatory cancellation all ridiculous- fraudulent, cheated costumer contracts. If Company want change a deal- MUST DEAL WITH ALL CUSTOMERS AGAIN. Cancell all contracts and get customers back. Call them home, and tell them- contract is Null- Void. No more service. Then give them new offer.

    Reply
  39. Gia1967

    I have been with Rogers since July 2010 I have cable, internet and three blackberry’s, one for myself and my two kids. My monthly bill averages in total about 500.00 to 800.00 a month and every time I call them they never can explain why. I added international txt messaging on my plan and then they bill me for international text messages. Since July I have got a total of 27 hours on the phone with Rogers trying to get answers. Most of the time I can’t understand half of what they are saying and when I can understand them they seem to be very rude. This type of service would not fly in the United States. I was with Verizon for 12 years and NEVER had a problem. All I want to do is cancel my service with Rogers and get away from them once and for all. HELP!!!

    Reply
  40. dwp

    Gia, ask to speak to customer retention. Tell them that Bell just called you and offered you a great deal. Say that you are so fed up with Rogers that you will are thinking of just taking the cancellation penalty (bluff) and switching. Everytime I have done this my bill drops 20-25%. You have to do it every 12 months or so.

    Reply
  41. Travis

    What would you suggest rebutting when they start throwing discounts at you to get your fees back to the pre-increase levels?

    Reply
  42. bran

    Rogers REFUSE to admit that my 3-year wireless service expires this month and continue to charge me although contract expires. I called them and they say they cannot identify me, they have wrong date of birth in their system. I said I’ll go to Rogers store and bring with me:

    1. my passport I used when I signed the 3-year contract
    2 my date of birth is clearly shown on my passport and on Rogers wireless contract
    3. My lawyer signed papers that I am the sole owner of the apartment unit which is subscribed to Rogers service

    I visitied Rogers store with these data and presented to the manager.
    He spent some time on the phone and said he does not understand how there is different name on the contract than the name on the passport. I said it is their problem of data entry clerk being wrong. That is why I brought all ID documents with me so they can correct error.
    But they refused. They said they believe me I am who I am but there is different name in their IT system although the IDs I brought show that

    1. birth date is correct
    2. address is correct
    3. and the signature on the contract is mine

    I offered them to go to Small Court to resolve the issue. They said nothing, just repeating there is different name in their system.

    I said: OK, I tried to be reasonable and help you correct the data, but you refused. Now you leave me no option but to stop paying altogether and you continue to charge this fictive person while I’ll have you service for free. After all it is not my name you have in your system, only my birthdate and passport number.

    How stupid is that? Does Rogers want to show in his books that it has bigger earnings than it actually has, to double-cross shareholders? If they debit something in their books that is shown as asset, although they will never get one cent from me ever. I’ll enjoy my services with Rogers free of charge, thanks to stupidity of Rogers.

    Reply
  43. someone

    Say ur moving to Oakville…rogers has no service there..and need to let u get out of contract…look up it furthe. To make sure…a bell rep. Told me this….

    Reply
  44. seni

    i have problems with Rogers, so i kept reading complaints from customers in order to find help in different blogs. Luckily, in one of the webpage, someone recommended Start Communications which i then researched right away, wow! amazing service! no credit check and non of those delaying requirements needed. i just paid $118 that includes the modem, connection fee and first month fee (while others will require me to pay over $200 if i passed the credit check). I am very happy to have found this company who is located in London Ontario, just go Start.ca
    Their customer service is very efficient. they will follow through until you got your service on the right time as scheduled. i never worked with anyone like it. I hope i can find that person who recommended Start to everyone in blogs so he can get $25 referral fee for getting me.

    Reply
  45. Rick

    I closed my Rogers internet account (gave 30 days’ notice) and I made sure I returned their two modems promptly – getting a receipt for each. I also settled my last 30 days’ bill. A month later I got another bill, charging $130 for one of the modems.

    I phoned them and referenced the receipt numbers and the person I talked to said there was evidently a mistake and to ignore further calls.

    Next month the same bill arrived.

    I decided not to mess around phoning them so I copied the receipts for the returned modems and mailed them to Rogers HQ by registered mail with a polite note explaining the situation and asking for a reply with confirmation of receipt.

    No reply was received but they started to make collection calls, to each I said that I had nothing to pay and had already sent copies of the receipts by registered mail. They told me to phone in anyway but I told them I’d not be doing that. They said they would be putting the bill out for collection.

    Reply
  46. Lisa

    I have had the same issue but with a cable box. When I ended my service they said I had a different box than what they had on file so if I did not return the one with the serial number they had on file I was going to have to pay because apparently they figured I was trying to steal that one and give them another in its place????? I ended up paying when they threatened me with going to collections and ruining my credit, even though I shouldn’t have.

    Reply
  47. Ontario Customer

    Thank you for this page. It was a great help, particularly the reference to the Consumer Protection Act. It took me over an HOUR to get my services cancelled tonight. I called Rogers and got put on hold for 18 minutes. I finally get a person who upon telling him I want to cancel services, starts trying to make all kinds of offers to keep me. I firmly, clearly state I am not here to negotiate, there is no going back, I have already lined up a new service provide. I want my services cancelled. He keeps yapping, ignoring me, I hang up.
    I call back, go through hold again for 30 minutes, get a person, demand a manager. I get that manager 10 minutes later. I explain again. He says he will process the cancellation. He says there will be a cancel fee because I just re-negotiated terms in December. I say there will not be any such fee because they just raised all my rates for Cable, Internet and Phone as of January and report more increases coming in February (for March). He relents on Phone and Cable, but insists there will be a fee for Internet because it shows that was negotiated in June. I point out on my Bill that it clearly shows 12 months discount on each service level, not different values. The agreement was all services. I had to threaten calls to the Complaints Commissioner of Ontario to get him to back off this crap. They KNOW you have the right, and yet they wait for you to mention it. They don’t point it out, they try to steal from you, illegally. As such, I AM going to file a report with the Commissioner and the CRTC over this.

    Reply
  48. Al

    So Roger’s has indicated on my invoice that there will be a $3 increase to my bill as of my next invoice. I have contacted them about this with the intention of retaining the services (internet and T.V) unchanged until the end of my commitment period. However, the reps and the manager I spoke to are saying that the terms of service only applies to the special discount which I am receiving presently and that since that is not being affected and I will still be entitled to the same rate of discount on my account. Therefore the increase still applies. I have argued the fact that the terms of services of my contract should apply to the service being provided and not a special discount since a discount is not a service and the manager said she will apply a credit to my account for the remainder of my commitment period and contact me within 48 hrs after she obtains clarification on the term # 15 of my contract. Any input in regards to this issue I’m experiencing with Rogers?

    Reply

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