Rogers complaints, customer care and support service

Rogers is a Canadian service provider with over 10 million wireless subscribers. Their network is fast and constantly expanding. Wireless, home phone, TV, internet and home monitoring are the most sought-after products that Rogers offers.

Rogers Communications began as the Rogers Vacuum Tube Company, which Edward Rogers started in 1925. Today, Rogers is a major public communications and media company. The corporation is highly diversified since it provides wireless, media and cable services as well as communication and media solutions for businesses.

Rogers Communications mainly operates out of Toronto, but the company has smaller offices throughout Canada. The company’s skilled and diversified staff totals around 26,000 employees who are ready to help consumers with high-speed internet, cable television and data networking services. Rogers also provides radio and television broadcasting services in addition to digital media, entertainment and multiplatform shopping services.

Their customer support service deals with so many customers on a daily basis that they had to offer multiple direct phone lines for multiple departments. They also make use of live chat assistance via their own website and from their social media platforms.

Contact Rogers via Phone

rogers-canada

Rogers’s contact page features five tabs. Each one of them, once selected, offers you direct phone lines to specific departments. Rogers has phone lines that deal with general inquiries, sales, tech support, billing, and dedicated lines for international callers and Cantonese and Mandarin language support.

These are all the numbers associated with Rogers’s support staff and their corresponding departments.

New Products and Services

  • Wireless: 1 855 877-3824 from 0:00 AM until midnight EST every day of the week
  • Pay as You Go: 1 800 575-9090 from 8:00 AM to 9:00 PM EST Monday to Friday
  • Cantonese or Mandarin line: 1 800 787-7953 from 9:00 AM to 9:00 PM EST Monday to Friday
  • Internet, TV, home phone and home monitoring: 1 866 210-4059 from 7:00 AM until midnight EST every day of the week

Billing and Payments

  • Billing and Payments: 1 877 559-5202 from 7:00 AM until midnight EST
  • International calls:1 416 935-5555
  • Calls from within the US: 1 888 764-3772
  • Text message: You can also send a text from any Rogers’s wireless device to 40019. This number is available for billing inquiries from Monday to Sunday between 9:00 AM and 8:30 PM EST.

Technical Support

  • Wireless: 1 855 381-7835
  • Internet: 1 855 381-7839
  • TV: 1 855 381-7838
  • Home Phone: 1 855 381-7836
  • Home Monitoring: 1 855 381-7840

Change Services

  • Add to Existing Services: 1 855 381-7834 Available from 8:00 AM to midnight EST on weekdays and from 8:00 AM to 11:00 PM EST on weekends.

Additional Questions

For general inquiries, you can also use 1 855 381-7834. You can also text Rogers at 40019 or call the previously mentioned Cantonese and Mandarin phone line. Calls made from international locations and the US can be for any issue.

Contact Rogers Support via Live Chat

Four of the support departments from Rogers offer live chat assistance. Once you select a department, a list of live chat options will be presented based on certain topics of interest. Not all departments offer assistance 24/7. Before you begin talking to an available representative, you will be asked to fill out a small questionnaire.

You name is always mandatory and depending on the department you will be asked either your phone number, wireless number or another means of verifying who you are as a customer. Once you fill in those fields, you can type in your question or describe your problem and press “start chat.” You will receive a response once someone becomes available.

Billing and Payments – Live Chat Options and Schedule

  • Wireless billing and payment inquiries: Available every day from 7:00 AM to midnight EST
  • Residential billing and payment inquiries: Available every day from 7:00 AM to midnight EST
  • Outstanding accounts and payment Inquiries: Available from Monday to Friday from 7:00 AM to midnight EST, Saturday from 7:30 AM to 9:00 PM EST, and Sunday from 10:00 AM to 6:00 PM EST
  • Smart home monitoring inquiries: Available every day from 8:00 AM to 7:00 PM EST

Technical Support – Live Chat Options and Schedule

  • Smart home monitoring support: Available on weekdays only from 10:00 AM to 10:00 PM EST
  • Wireless, TV, Internet and home phone support: Live chat is available for all these services 24/7 every day of the week.

Change Services and Additional Questions– Live Chat Options and Schedule

  • Wireless: Available every day of the week from 7:00 AM until midnight EST
  • Residential: Available on weekdays and weekends from 7:00 AM until midnight EST
  • Smart home monitoring inquiries: Available every day from 8:00 AM to 7:00 PM EST

Contact Rogers via Social Media

Rogers uses two social media platforms to allow customers additional means to contact their support staff.

Facebook

Rogers’s official Facebook page can be used to send a message regarding any issue you might have. Unlike contacting Rogers via phone, using Facebook means that you don’t have to figure out which department to contact before asking questions.

You can use both English and French to have a conversation via private message on Facebook. Both social media platforms are active 24/7.

Twitter

@RogersHelps is the official Twitter support page for Rogers. You can tweet and send private messages to start a conversation with a human support representative. Reaching out directly on Twitter or pressing the Twitter logo on Rogers’s “support page” has the same effect. You don’t need to follow the feed in order to receive help.

Rogers Guides and Tutorials

A large number of guides and tutorials are offered on the Rogers “help & support” page. The topics are sorted by departments similar to how contact numbers are displayed on the “contact” page. Here are the departments that offer walkthrough articles.

  • Billing and accounts
  • Wireless
  • Internet
  • TV
  • Home monitoring
  • Home phone

Each of the above-mentioned departments will display the most popular topics first. If you want to know about something not listed in the first few links, you can use the search feature or simply click to display all topics associated with a department.

If you wish to expand on a discussed issue you can access Rogers’s community forums. There you can have conversations with other members and support staff. You can post your own suggestions or ask new questions that haven’t been covered already.

Language Support

You can view the Rogers website in English or French. Switching between the two is done using a button on the top menu of their site. Mandarin and Cantonese support are offered only to callers.

Frequently Asked Questions

How do I cancel Rogers Cable?

Rogers Communications only permits customers to cancel their cable television services over the phone.
As with most telecommunications companies, Rogers attempts to retain customers by talking with them about why they want to cancel their services. Although some cases involve a location change or other type of necessary cancellation, many customers merely want better prices and deals.
Whether you need to cancel or you’re hoping for a better deal, you must call 1 877-457-7592 to ask for help. If you proceed with your cancellation request, a representative also provides you with account change and final billing details.
It’s important to remember that Rogers marks the day of the request as the cancellation date. If you request a different date, the company continues to bill you until that date. If you paid a security deposit, the company returns it plus interest in approximately 30 days from the cancellation date as long as you don’t owe any money and you fulfilled all related agreements.

Does Rogers have a cancellation fee?

Whether or not you receive a fee for cancelling your service with Rogers Communications before the end of your contract depends on a variety of factors, including the agreement you signed with the company and the types of services that you set up.
For example, you might receive a device- or hardware-related cancellation fee if Rogers allowed you to purchase a new device, such as a phone, at a heavily discounted price as long as you agreed to stay with the company for a certain length of time to offset the full cost of the equipment.
When you cancel early, you break your agreement. As a result, you must pay an amount that is the difference between what you initially paid and the non-discounted price reduced by a separate total amount that’s based on the days or months that you retained services through Rogers.

How do I contact Rogers retention?

Telecommunications companies typically don’t provide their customers with direct phone numbers for retention and loyalty departments. Rogers Communications is no different.
Whether you’re fed up with your current services or merely the related charges, you can usually negotiate a better deal by speaking with a Rogers’ representative whose primary job is to retain existing customers.
Before contacting Rogers, check service plans and prices offered by other companies and write down the deals that you like the most to use as a starting point on your call with Rogers.
Dial the Billing and Payments line at 1 877-559-5202 between the hours of 7 a.m. and midnight EST Monday through Sunday. Explain to a representative that you’re thinking about switching service providers, but that you want to give Rogers the opportunity to offer you a deal since you already have services with the company.
At this point, you might ask to speak with a retention specialist or wait for the representative to either transfer you automatically or check your account and make an offer.

Can I cancel my Rogers cell phone contract?

Any person who uses Rogers Communications for their cellular service can cancel their contract. You simply need to call Rogers at 1 855-381-7834 to make the request.
It’s important to note that a representative will likely attempt to sway you to stay with the company. They might ask probing questions about the reason or reasons you want to cancel. They might also offer enticing deals or services.
If your contract included a device that you purchased at a heavily discounted price and you cancel before the end of the mutually agreed upon contract term, Rogers can charge you a fee based on the remaining device balance. The amount is based on the difference between the original total price for the new device and any amounts you paid toward it upfront when you signed the contract and over time as you used the service.

What is Rogers Ignite?

Rogers offers an Internet Protocol TV service instead of traditional cable, which means that you receive streaming television via the internet. Ignite is the name used to describe the service. If you request this TV and internet package, you receive Ignite hardware, including a modem, set top box and voice remote control.
Rogers promises that the service offers more channel selection flexibility. You choose the channels you want to watch from individual add-on options and genre packages instead of Rogers forcing a lot of unwanted channels upon you. Also, Ignite has a wide range of apps connected to internet services built into it. As a result, you can watch many common online video and streaming platforms from your TV using the hardware.
Lastly, Ignite offers connectivity across wireless and internet-capable devices. You can start viewing entertainment on one device and finish watching on a different one.

How do I report a payment to Rogers?

Contacting Rogers Communications to report a payment via a method that takes longer than a day to show up on the company’s end isn’t necessary. If you make a payment via a method that takes longer than a day, such as at a financial institution or with a cheque by postal mail, you should always pay well in advance so that your payment is reflected on your account before or by the normal billing or payment arrangement due date.
If you still feel like advising Rogers of a payment, you can contact the company’s Billing and Payments line at 1 877-559-5202 or the Outstanding Accounts and Payment Inquiries line at 1 866-346-3430. For office hours, go to the Contact Us page and click the “Billing & Payments” option. You can also speak with a representative from either department by choosing a chat option in the Chat & Social Media section on the Contact Us page.

Rogers outages and problems

Is Rogers down? Here is a chart of the current state of the services. The blue line represent the number of reports submitted by our users over the past 24 hours, compared with the number of reports submitted last week (grey line).

Rogers customer care reviews

Average rating

63.3%

3/5 (3)
3.3/5 (3)
3/5 (3)
3.3/5 (3)

Share your experience with Rogers customers support service

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7 Reviews
  1. MAHNRABHAI PARMAR 1 year ago

    Product There air pump model no :RM150AC Dc12v not working

  2. RGerus 2 years ago

    I have call the following phone numbers for Customer Care (assistance) all morning and only get a busy signal.
    This is not very good customer service.
    1 855 381-7835 (as advertised on the Rogers web-site)
    1 888 764-3771 ( As indicated on my monthly bill
    So, How do I get assistance from Rogers.. I have been a customer for well over over 30 years..

    Thank you
    Rg..

    • RGerus 2 years ago

      After over 1 hour waiting for the next available Customer Service Operator. I was finally assisted by a very nice (lady) representative who took great care of my requirements. She did a fantastic Job. Understanding it is a busy time of year, I am satisfied with the service performed by the customer service agent who assisted me.
      I was just frustrated this morning that the phones numbers were all giving busy signals and not putting me on hold to wait for the next available agent for a long time when I called both numbers. I eventually called a third number and was transferred to the appropriate agent.

      ok. Enough said.. I am happy now..
      Merry Christmas..
      RG.

  3. Duha alhissnawe 3 years ago

    Today I got a new phone so did my dad and its all thanks to Hezekiah he was great I love my new phone and plan thank you

  4. Paul Conway 3 years ago

    A service technician called Jason came today to install an additional tv service box and replace an older one. He was exceptional and we had never experienced this level of service before. He installed the new box in the location requested even though a previous technician did not wish to do it that way, and he replaced the old box. He made sure every thing was working before he left, and cleaned up after himself and was very courteous and polite. this guy should be working for Rogers instead of the third party provider as he is a terrific representative of the company.

  5. Amelia Groszeibl 3 years ago

    I have asked multiple times to have my phone bill sent in the mail. I have also been told that they switched it over and it hasn’t happened. I’m paying way too much as it is I can’t afford to miss payments.

  6. Bonnie 3 years ago

    I have been trying and trying to get in touch with customers service …but this is the only place I could find
    I just want to say that I set my PVR to record the new series on TLC. On Monday nights…..I have very to tell you how upset it was to not get that show. And it is new do I missed the first show….(instead 600 lb life was recorded)
    Pls let me know what the problem is and why Rogers did not show this…I have contacted TLC and was advised that it is the cable provider who would be responsible. Do can you pls at least get it right by next Monday ….and could you pj’s air the first episode so I can catch up
    Thank you very much
    Bonnie

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