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’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.
- 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
- 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.
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.
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.
@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
- 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.
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
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.
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.
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.
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.
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.
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).