Installation Charge For Moving

[quynhnhg34]

I’m not sure who should I reach out to get a resolve problem.
I moved to a new house, and need to move my wifi too. Therefore I made a phone call to requested. The woman requested me to ordered an agent to come for help. Do I need to? She said I need to do that. So I moved in Nov 1, and the guy come in didn’t do anything but sit in his car while I am staying inside and create username and pw myself. Today, Nov 29, 2023 I received my bill, total services I have to pay for that moving is set up $39.90 plus tax and Pro install add-on $110.00 plus tax. I called and the agent told me that the fee I need to pay for. I’m totally upset, the woman insisted that I need some help with install and now Rogers charged me an insane bill. Is there anyone can help me?

***Edited Labels***

[RogersJermaine]

Hi @quynhnhg34,

Welcome to the Rogers Community Forums, and thank you for your post!

We can certainly imagine your frustration with receiving a bill with unexpected charges on it. Our professional installation technicians are scheduled to install and test your Ignite equipment, ensuring your devices are connected. In some cases, when moving to a new address, a technician may also be required to ensure the cables are active and ready for use.

When speaking with the agent to confirm the move of services to the new address, were you advised of the charges for the technician visit before hand?

Looking forward to your reply.

RogersJermaine

[quynhnhg34]

Hi Jermaine, I wasn’t informed it’ll cost that much, you can go back to the recording conversation to hear all the details. Thus to be honest, if I know it’s going to cost me $150 plus tax just for moving the current internet to a new place, I would choose to cancel Rogers and call for another providers. I don’t know if anyone else entered the same issue but this is frustrating!

[RogersZia]

Hi @quynhnhg34, we'd be happy to review the notes on your account to see why you were billed for the install. Please send us a private message @CommunityHelps and we'll be happy to assist you further!

RogersZia

[LordDrakkon]

I make sure they agree that there will be no added costs or fees for any of this money grabbing. If they stand firm on the fee. It's time to cancel and switch!