Hello,
I am editing this post to be a warning for others not to sign-up with Rogers.
If you have a concern with Rogers and are not getting help through customer service please reach out to the office of the president. They will get back to you within 24 hours. Unfortunately for me they were equally unhelpful
https://www.rogers.com/forms/resolve-a-concern-non-customer
Here is the letter I sent to the office of the president:
To whom it may concern,
I want to start by saying that any frustrations and disappointments are not directed at the person who will be responding to this matter. I appreciate the challenges of customer service and am thankful for any help provided.
I signed up for Rogers home internet on Nov 25th with a door-to-door representative named Njoh. While long, the experience was pleasant. We shared our concerns with Njoh about how we have had Rogers in the past and weren’t happy with how often we lost connection often for days at a time. He reassured us that Rogers had issues in the past, but that has been fixed with the new generation. Njoh kindly explained that there was a cancellation fee of $150 that would decrease every month if we wanted to break our contract. I have since learned that this was a lie, and our cancellation fee started at $360. More than double what we were originally told. Njoh told us that if we had any issues to contact him directly, I really appreciated that we had a representative available for assistance.
Our service worked well for the first two weeks. After that, we started having connectivity issues multiple times a day often for hours at a time. We reached out to Njoh who told us to unplug it and plug it back in which did temporarily fix the issue. Reaching out to Njoh a week later on Dec 29th for a more permanent solution we got an answer on Jan 14th with a follow up question that I immediately answered and have never received a response.
While waiting, I called customer care. They sent us a technician who said that the issue is that the cord running from outside to inside is really old and likely damaged and that it needed to be replaced. He said that he cannot do it and to call customer care again for a more advanced technician. Following those instructions, I called and learned that the first tech left a note saying that everything was resolved-which it was not. After convincing customer care that the note was untrue, we got another tech, Tony, to come.
When Tony arrived he added a piece to the modem which did help the problem a little bit. He tested the wi-fi speed and said that it was fine at the moment so there was nothing more he could do. He gave us his number and asked that we call him when it disconnected again so he could look at the speed remotely. As mentioned it did work a little better after that visit, and it took a while to reach out to Tony because the issues only arose while I was out of the house (but others were home and told me about the issues) or it was late and I wanted to be respectful to Tony and not bother him at those hours. Finally, I was home and at a reasonable hour we were able to call Tony with no answer, and he messaged us saying that everything looked fine on his end. That he was not going to replace the necessary wire, and instead he would bring us a wi-fi booster. This still hasn’t happened, even after follow up requests on our end.
Still unsatisfied with the solutions so far, I turned back to customer care. Their next idea was to send us a new modem. A few days later the modem arrived and we attempted to set it up. After 2 hours of trying to get the new modem to work we contacted customer care again. The Rogers AI assistant gave us steps to follow after already informing it that we’d followed those steps to no avail. We then waited 15 minutes to talk to a real person who informed us they couldn’t help and then tried to up-sell us for 5 minutes before finally transferring us to somebody else. After waiting for 45 minutes to speak with the next person they tried to help us troubleshoot for about 5 minutes before informing us that our new modem was still marked as pending in the system. We were told that we’d have to be transferred again but that it could be done in such a way that we wouldn’t have to wait in a queue for a third time. This was not true as we then had to queue for another 30 minutes before speaking with a third representative. This third representative told us the only way to move it from pending to active was to send the old modem back, wait until it arrived at the warehouse, and then and only then the new one could be activated. This meant that we would be without the internet for multiple days, I was told there was no other solution. I said this was unacceptable and asked to speak with a supervisor.
While on hold, I was hung up on. I called customer service and waited again, having to go through all the details with a new representative. Finally, I got him to transfer me to a supervisor. The supervisor informed me that I was lied to again, and that we did not have to go days without wi-fi. Looking into notes in my file she noted that the second tech Tony had made notes saying that everything was fine, and we did not need additional support. Again, a lie. She offered to get our new modem set up which I said I was no longer interested in.
I did not wish to continue wasting my time being on calls and chats and having technicians come over. I did not want to continue to have connectivity issues, as a new modem would not have solved the issues with the outside wire. I also did not want to continue dealing with appallingly poor customer service through the constant lies.
I was transferred once again to begin the cancellation process. Again, having to explain the mass variety of issues we have encountered. Dealing with more corporate scripts of trying to get us to remain a customer. After confirming that we were canceling is when I was informed that the cancellation fee was in fact $315 not the $150 I was initially told by Njoh. Finally, we get to the last step of cancellation, and I am informed that I cannot in fact cancel due to the pending modem. There are so many issues that I couldn’t even cancel my service, that is absurd. I asked the last representative to override it somehow so I can get everything dealt with tonight, and could ship everything off at the same time. He said no. I asked for someone else to speak to and he said he was a manager and that there was no one else who could assist me. Tired, disappointed and frustrated, I ended the call with no solution.
After waiting for the older modem to return to the warehouse, I was finally able to call yet again and fully cancel.
Overall, I had issues since day one with your internet service, your people, and your customer service skills. I am requesting that we be compensated a minimum of 50% of our bills since that is how much service we received. Also that the cancellation fee be waived. I understand that I am breaking my contract, however you broke it first by not providing the promised services. I would have been happy to continue this contract if there was appropriate action on your end. We will take this matter further if necessary.
If you could please contact me with an update on this matter it would be greatly appreciated.
Thank you for your time,
TLDR: We were lied to by 95% of the people we spoke to. They wouldn't fix the tech issues with our wifi. There was so many issues that it took us 2 weeks to actually cancel our contract.
Never use Rogers!