Terrible customer service

[Hannes]

Hey everyone,

I just wanted to share my frustrating experience with Rogers and see if anyone else has had the same issue—or maybe even some advice on how to fix this.

I recently moved back to the Netherlands and have been trying to cancel my Rogers phone plan for over a week now. You’d think it would be a straightforward process, but it’s been nothing but a headache.

Every time I call, I’m stuck waiting on hold for an hour before anyone picks up. When I finally get through, they talk to me for about 10 minutes, and then—like clockwork—the call drops. No follow-up, no callback, nothing. Just back to square one, where I have to sit through another hour-long wait to speak to someone.

I’m honestly so fed up with this. I understand that customer service lines get busy, but having my call cut off every time without any resolution is beyond frustrating. I just want to cancel my plan—why is that so hard?

Has anyone else dealt with this? Any tips on how to actually get through and cancel without wasting hours of my life? I’m starting to feel like they’re making it impossible on purpose.

Thanks for letting me vent—I’m open to any advice!

[Hannes]

As if the endless waiting wasn’t bad enough—it’s costing me $30 every 15 minutes to make these calls from the Netherlands. So, not only am I wasting hours of my time, but I’m also racking up ridiculous charges just to try and cancel a plan I don’t even need anymore.

It honestly feels like they’re dragging this out on purpose. Every time I think I’m making progress, the call drops, and I’m back to square one (plus $30 poorer).

I’m seriously running out of patience. Anyone know a better way to deal with this? At this point, I’d pay just to never deal with Rogers again.

[57]

Yes, this issue of cancelling has been discussed often and it appears the only way is by contacting Rogers.  They do this because they want to keep you as a customer and may have offers of interest and also to make it difficult to cancel.  Rogers is not the only company that does this - ever try to cancel something like Amazon Prime?  Since you've moved, this doesn't apply. 

You may wish to try sending a PM to the mods on this forum to see if they can help.

When logged into the forum, click on @CommunityHelps .  On the page that comes up, you'll see a link near the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail that you have a PM, but it may have ended up in your spam folder...

[Jm911]

For months now i get the run around even talking to multiple managers someone is always supposed to call me back regarding my issue but no one ever does its apparently a full time job on my end ...wasnt supposed to be on contract after specifically asking the manger well they were indian and put me on a 2 year contract lol after i paid all my bills on time sent equipment back in perfect condition they required me to pay around 75$ for breaking the contract i said i wasnt on a contract and to pull the call as one agent recomended they said someone will contact me in 30 days no one ever did so i called again and again and again no one would do anything or hang up and have to try to tell the next person the same thing very horrible customer service ...i also explained i have a disibility and this is discusting how they can take advantage of me so i havnt paid my bill and wont bei dont recommend rogers and will never choose rogers again in the future also the reason i had to cancel is the landlord sold the house and where i moved to rogers service was not available other than this issue i was quite pleased with fiber wire internet speeds never reached 1.5 g as i only recieved 500mbps and still customer service is horrible can we hire people that can speak proper english and understand it as well

[GEM43]

An absolute embarrassment and incompetent personnel .I personally cancelled my tv coverage by phone on June 20th 2025 and I had rental equipment to returnI .They said they would email me a prepaid label to return the equipment
Nothing received by June 27th so I followed up with another call and they said that they could now only cancel the tv on June 27th
I indicated that they would have a record of the tv disconnect on May 20 th
They said NO
I contacted another person who said she would credit the additional days and confirm by email
I heard nothing but did receive the label to return the equipment which I did with Canadapost on Monday June 30
I called today to pay my bill which should have been roughly $12.00 but it was around $86.00 so incorrect adjustments were made
I called again today and was told the bill was $107.94
The lady held her ground by the way I waited on the line for 32 minutes before I got through
I asked her 5 times to put me through to a manager which was a real challenge and finally talked to a manager called Kevin who said he would make the adjustments and I asked him to confirm by email or text what we discussed
When I started to tell him about my previous discussions and that I was recording our discussions he hung up
He indicated that they cannot email or text
I did get a text with a reference number
Talk about incompetence and not interested in customer service

[RogersYasmine]

Greetings @Jm911 ,

Thank you for taking time out of your schedule to write about your experience with us. I'm truly saddened to hear that it want this way. 😞 We try our best to provide honest and transparent service and we want to correct our mistakes, if any have been made. 

With this being said, if you can please send us a Private Message @CommunityHelps, we'd like to have a closer look into this matter for you to see if we can help. For more information on how to send a Private Message, please click here. 

Much appreciated!

RogersYasmine

[RogersYasmine]

Hello @GEM43 ,

I'm so disappointed to hear of the poor experience you had with us. This is never how we want things to play out when it comes to interacting with our valued customers. 😞 

Hopefully, everything is back on track after speaking to management? We genuinely appreciate you bringing this matter to our attention and we value your feedback. We'll try to do much better moving forward. 

Kind regards,

RogersYasmine