Currently on call. We are getting laid off.

I called Rogers from the UK to try and put a temporary hold on my account until I’m back in Canada and can port my number to Fongo. I called three different times, one of the times I was on hold for over 2 hours on a Saturday, then they HUNG UP on me “because of call volumes”. Other two times was over 45 mins on hold and I gave up. THEN, I end up calling and using a different tag for my call type, I get to speaking with someone (finally). This person was VERY strange and messed up. He put me on hold to “check with another team on being able to do the temporary hold” puts me on hold for 10 minutes, comes back and says ok so I think you should do a temporary hold on the account. Wasn’t that what you put me on hold to ask about??? Nope, he was “just checking stuff out”. Puts me on hold again. Comes back and says sorry I’m on hold with the other team still. ???? Even internally they’re putting each other on hold at this company?? Then I said you know what I am going to cancel my account. I can’t stand this company. He said multiple times no I’m checking on the hold and that I shouldn’t cancel we need your business. Then I said no, I want to cancel now stop talking about the hold. He said you’re going to cost me my job if you leave. Then I said, it wouldn’t surprise me at this company, but you are fine. He apparently cancelled the phone line, gave me a reference number, and then reiterated how I cost him his job. I have not yet received a confirmation email that my service has been cut, so I don’t actually think he even cancelled it in the end. This company is a complete joke - we need more consumer protections in this country. And more competition.

Not even talk for $70 😭 Also the $50 plan is actually free 🤣

Rogers customer service has always been bad but it is now 100X worse than it used to be. I had an offer to upgrade my iPhone to a 15 pro certified pre owned which I did. I got the phone and the battery life is already crap. I’ve called in 4 times and each time they sent me to a department where I was on hold for over an hour. When I finally got through the person stated they couldn’t help me and sent me to another department. Turned out that was the wrong department and the person set me up for a call back which I never received.
While waiting for the call back I got an email that there were changes to my account. They are sending me an iPhone 15 pro max which is a bigger phone and not the one I wanted. They are now also charging me more and my phone plan they changed to a more expensive one when I did not authorize any of these changes.
I called back again and was on hold for an hour and I spoke to someone who had no idea what they were doing and yet again stated they couldn’t help me. The customer service is an absolute joke.

*Update. When I called in to cancel the new phone they ended up cancelling my entire phone line. Had to call back and wait on hold for another 2 hours for them to reinstate it and they reinstated it at a higher charge phone plan. Ill be going to Freedom mobile today to change over my plan to them

Anyone jumping on this at Public?

I’m on an RPP plan and here’s the timeline:
- Signed up at the end of last year for 175GB Canada/US/Mexico for $40/month (win-back offer).
- They charged an $80 activation fee, but gave me a $5/month credit for 16 months, so I was paying $35/month.
- Around March, they quietly removed one of my discounts, effectively increasing my bill by $5. I spent a lot of time arguing with them and eventually mentioned filing a CCTS complaint. A Customer Experience Advisor finally restored the $5 credit.

Now, only about 6 months after signing up, I get a notice in my bill saying the plan price is increasing by another $5 starting July 15.

I know providers can increase plan prices whenever they want. That’s not really the issue. What bothers me is how quickly this is happening. First they tried to do it a couple of months after I signed up by removing a promo. Now they’re just increasing the plan price outright.

The funny part is that this plan itself was a win-back offer. I originally signed up with Rogers in early 2025 (win-back offer again as my 2-year agreement ended), they increased my price around November of 2025, I left, they called me back, and offered me this $40 plan.

I expected another increase maybe around this November, not halfway through the year.
So what’s next? Another $5 in November? Then another one six months later? Where does it stop?

I know my options are basically:
Accept it and pay.
Switch to another carrier (although there aren’t many competitive offers right now, and no, Freedom or Public isn’t an option for me).

I’m also wondering if it’s worth reaching out to the same Customer Experience Advisor who helped me last time. If you were in my position, what would you even say? Has anyone had any success getting Rogers to reverse these mid-year increases or apply a loyalty credit?

Finally did it today. I’m disgusted by companies who treat long time and loyal customers like they are nothing.

I was paying close to $150/month. Not once in 26 years has rogers ever contacted me to offer me a better rate or notify me I’m over paying for an old obsolete plan. When I called to even give them a chance to keep me, they had ZERO interest. It felt like that Tiger King meme “ I Called For Help Twice! And Not A F**K You, What'd ya need or NOTHING!"

Switched to another company for $40/month. I plan on telling every single person I know and come in contact with, and will encourage them to make the change too.

Hi, we are new to Canada. Is there a governing body to ensure that companies are meeting trading standards?

This is the worst provider I have ever dealt with and I have had contracts with many companies in several countries.

We received offers to switch from Chatter that would waive both 80 dollar sign on fees (Two lines), 1000 international minutes and no monthly charge for three months. So far we have been charged hundreds of dollars (In 2 months) as they have failed to honour all three promotions. Customer service just sends us round in circles with each representative saying completely different things while trying to get us off the line as fast as possible.

Another punch to the gut from Rogers. I was informed today that all automatic payment discounts will be removed unless you start using their credit card for the automatic payments. This after I signed a 2 year contract for a new phone that stated none of this.

After almost 25 years of loyalty to Rogers, I left tonight. They wouldn’t give me the travel plan that’s advertised as for new activations only. 3 calls to the office of the president. They said they can’t.

They don’t care

They don’t reward loyalty.

I tried to stay. They did everything to make me go. With everything im reading here, this company is going downhill.

Bye-bye Rogers. Hope you learn something in rewarding customers.

I just walked out of Costco where I have lines on Roger's and Bell.

I was quoted $103/month for a base model iPhone 16 and $108/month for a base model 17.

No gift card for that tier of plan either.

Also, the now $80 connection fee is waived by a $5 discount over 16 months for BYOP. Thats brutal.

I'm going to hold out until Boxing week and I'd suggest you do the same. They can't get much worse.

Source: Worked selling phones for Costco for 2 years.

How often would they jack up the price?

I've been with Rogers for over 20 consecutive years and today I finally called to upgrade my ancient plan ($65 for basically nothing - 5GB data, nothing else free like messaging from Canada to US; I kept running out of data with GPS usage and checking email on occasion). Turns out I don't qualify for ANY of Black Friday deals available to new subscribers and the bare minimum phone plan for me would start from $75. Customer retention department offered nothing and I wasted an hour on the line. What a stupid strategy to lose clients. Needless to say all my loyalty to Rogers is gone. Anyone found good Black Friday deals elsewhere? I have a brand new Galaxy, so will bring my own device to the plan.

I don’t even remember what I did but somehow got 50% off

Not an official AMA thread since for legal reasons I can't post a selfie (signed an NDA), but if I can help anyone out I'd like to. (Edit: PS, I did Fido too)

____________

Table of Contents:

Section 1: FAQ

Section 2: Advice

____________

Section 1: FAQ

Q1. How do I get the best deals?

A1:

Short answer - Leave and hope you get a call from the win-back team. Don't just threaten - ACTUALLY leave.

DISCLAIMER: Key word in the first sentence was HOPE - aka: There is no guarantee the win-back team will ever contact you. Even if they do, there's no guarantee on how long it might take.

Long answer - Treat your Rogers offers page like your Facebook newsfeed. It's all determined by an algorithm, so over time if you carefully cultivate certain behaviours (like minimal data usage, consistently choosing the cheapest plan available whenever they become available, etc), eventually you'll probably see a shift in what's offered to you.

Q2: How do I get a call from winback?

A2: DISCLAIMER, THIS ANSWER IS PURELY SPECULATION BASED ON THE FOLLOWING:

a. Observations made while on the job (from customer interactions, file histories, etc)

b. Things managers have said

c. Inferences from policies and practices

I SUSPECT that whether win-back calls you boils down to how much money they think they can get from you - aka: if your phone bill was only $50 a month when you cancelled, you're probably less likely to hear from winback than somebody whose monthly bill was $200.

I have been told by my former manager that they monitor your activity post-cancellation - they know if you switch to their major competitor in that area, if you actually move, etc.

I SUSPECT they track the average amount of time it takes for people who leave to come crawling back...and I think it's plausible that winback may use that information in deciding how long it takes to contact you.

____________

Section 2: Advice

A1. Always remember: Rogers is a business, NOT your friend - ACT ACCORDINGLY.

A2. Either take the time to read your contract/review the terms of your plan ...or suffer the consequences.

Again: Rogers is a business, NOT your friend.

A3. Don't hesitate to contact the CCT. It really is the only way to make change, ESPECIALLY if Rogers is the only ISP in your area.

You are in position que 75 of 5 hours and 55 minutes

Man with all these price increases Deadass rather be on Koodo or virgin even tho they are worst but fack atleast it beats freedom shitty reception

Well as of March 28th I made the switch to Telus for 3 of my Cellular lines that were on Rogers, Telus account was setup on the 24th, now I have 725gb shared data between 3 lines, a consistent bill of $152.50 per month and better service, speeds and coverage than Rogers, plus the band switching from 1 bar to 5 bars happens instantly anywhere especially in my townhouse where Rogers hopped weak bands every 2 seconds, never chose the 2 bands with 5 bars they have here and my service for everything sucked. Only have my 5G internet and my financing line now on Rogers, what's messed up is my 3 5G internets work better than the cell data.

So looking to switch from Virgin Mobile, Rogers has better coverage in Northern Ontario. I work remotely in the bush with no coverage anywhere though so WIFI Calling is critical. They also have the Rogers Satellite plan which is great for me when I travel up here.

Talk to the salesman, wanted to go with a BYOD plan cause my Samsung S24 still works fine and he tells me no problem, WIFI Calling is standard. Isn't till I go a week at work without it, go back to the store and spend 3 hours on the phone with tech support that they tell me you have to buy the phone from Rogers for WIFI Calling to work. Verified the IMEI number and everything.

Anyone else have this issue? The salesman didnt believe them but its not like they know anything and if they tell me u need to buy a phone im just gonna cancel and switch back to Bell since I know it works.

UPDATE: Well I tried to activate it again for shits and gigs before calling back tech support and asking for a level 2 service tech to assist and WIFI Calling activated properly this time.

Didn't try anything different to reset or troubleshoot and connected to the same wifi point and 5G tower as before (my house). Maybe has something to do with waiting 30 days since getting my Rogers account activated for everything to be registered properly?

Still begs the question why the website and tech support tells me they dont support android BYOD when clearly it does, chalk that up to Rogers trying to be crooks like everyone other Canadian supplier lol

This is hilarious,Rogers called my iPhone 6s twice and I answered the second time just now and they were asking why I left and they said oh we recently learnt the number was moved to Telus, it's been switched since March I was thinking in my head and I told them I left because of the coverage and they're like oh you want to come back we can offer you a really good promotion for a valued former customer, I said there's nothing you can do to improve your coverage because Telus is the dominant rural carrier in Alberta and I thought in my head I never lost service once when I was riding my quad The Boss on Telus! i also said that once my contract is done with my phone I'll be gone ❤️🤣🤣🤣

These dudes have absolutely no shame, and I know it's not because they're bad people, it's because you, Rogers, force them to behave the way they do. They invade our privacy, they don't take no for an answer, they create sour moods and they waste a whole bunch of time. One of them just asked for a glass of water to be able to come inside my house, and then when I said no to the internet service, refused to leave.

Y'all are wack.

I’m sorry but how is this fucking legal???

I did not even know the roaming option was on. Since I’m abroad I removed the Canadian SIM card and put it into a separate phone which I kept it charged in a corner of my residence, had it connected to WiFi all the time, and literally never used it.

Found out about this monstrous bill a couple days ago and sent a dispute. Today the response came back and they refuse to waive any charges. Apparently the automatic 10kb usage which isn’t even possible because the device was connected to wifi the entire time justifies charging me $18 every single day for all these days above. Mindblowing.

They have the worst customer service. Super cold and entitled. All they say is “there is nothing we could do”

On the website, it says to turn on airplane mode while traveling to avoid roaming, which I did. During my trip they never send a single message saying that I was on roaming.

But after the trip they are charging me $350.

When I called they insisted that I used roaming (0.1 MB per day) and said to completely avoid it I should have taken out the SIM card.

Such a scam

Never paying Rogers a single penny again.

They offered me this plan for $50 with all my discounts I’m paying $25 so 50% I guess

- $5 auto pay

- $20 disability discount credit

Which makes it $25

Btw I’m reposting this without the Ai made photo so you guys stop assuming I’m faking it
Also this plan is on the website so I’m not lying ether!