Moving - Can't move my plan?

[Mjama]

I recently moved from a cockroach infested apartment to a new condo. I informed Rogers I am moving. They told me they do not offer my internet plan and modem in the new apartment. I was told to cancel my plan. I spoke to a manager and they said I would not be charged for the remainder of that plan because it doesn’t make sense to charge me. I cannot plan my move based on what Rogers offers and put my safety and health last! Now Rogers is sending me a $300 bill for the remainder of that plan! They are telling me that I must take on another internet plan with them in order for them to wave the fees. Their fiber internet plans are $180 with possibly $10 off! My current internet plan with Bell is $60! This is no way to treat customers. Now I want to cancel my cell phone plan with Rogers! 

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[RogersYasmine]

Hello @Mjama ,

Thanks for taking the time to leave your feedback in the community. I'm sorry to hear that you received an unexpected charge on your recent bill. 😞

If you originally signed up for a package that includes a 2 year commitment for your services and then decide to cancel because you are moving to an area that doesn't have Rogers services or doesn't offer the specific services you prefer, I'm afraid there is still an early cancellation fee that is charged for breaking the agreement. These stipulations would have been included in your Terms & Conditions that would have been sent to you at the time of your initial acceptance of the offer. If a Rogers Manager has advised you otherwise, I do apologize for the miscommunication.

With that being said, we can certainly review your account notes to see what is indicated (as perhaps an exception was made), and go from there. If possible, please send us a Private Message @CommunityHelps to get started. For more information on how to send a Private Message, please click here. 

Kind regards,

RogersYasmine

[Pauly]

Hello, can you please elaborate a little bit on the statement below:

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They told me they do not offer my internet plan and modem in the new apartment. 

 They can not offer your specific internet plan in the new condo or they can not offer ANY internet plan? there is a big difference in how you are explaining it to us, can you please clarify?  because if they can not offer your specific plan, but they can offer ANOTHER plan, then you CAN still sign up maybe it will be a lower speed, but at least you can fulfil your contractual obligation until your term ends and switch companies later? no?

[Mjama]

No, Rogers decided to change the terms AFTER I got my plan. Rogers decided to charge loyal clients for the full term of their plans even if they move and Rogers cannot offer the same plan and modem. This is fraud.

[Pauly]

Mjama, you never answered my question. please answer my question