Unable to Reach Customer Service

[stewartw]

I am trying to cancel my Xfinity Internet, but I am unable to reach customer service. I am calling from Ontario, between 11:30 and 11:50AM. I've tried 1-855-201-9547, 1-888-764-3771, and 1-855-759-5857 a total of 10 times while choosing different menu options. All of them lead me to an automated voice message that says "Our customer service centres are currently closed, you can reach us during regular business hours".

Obviously, this is incorrect. I need a way to contact Rogers to cancel my internet, it is unacceptable that calling customer service is the only way to cancel. It is even more unacceptable that customer service cannot be reached because Rogers uses an automated system that cannot even get the time of day right.

I tried reaching out via live chat, and the agent was unable to assist. They gave me the same phone numbers to call, and were not able to provide an alternate contact.

***Added Labels***

[RogersMaude]

Hey @stewartw,

Thanks for bringing this up to our attention. We’re sorry to hear you’re considering cancelling your Rogers services. Our goal is to exceed expectations by providing you the best products and services. 

Simply give us a call – one of our support reps will be happy to help work things out!

Please contact us to resolve any issues or for assistance with the cancellation process:

• Rogers Wireless: 1 855 381-7834
• Rogers Internet: 1 855 201-9547
• Rogers TV: 1 877 457-7592

Their hours of oprations are from Monday to Sunday, from 9 a.m. to 7 p.m. (EST).

We need to speak with you directly in order to process your cancellation request and ensure you are informed of any details relating to your account changes.

Check out your Terms and Conditions of Service for more details about cancellation.

Hope this helps!

RogersMaude

[slm3]

I’m on Pacific Time so if your phone hours are open at 9am EST that would be 7am pacific time but all I get is the recording that phone line isn’t open and to call back during business hours, however it’s not stated what the business hours are!  
when I phone at 9:00 my time I’m faced with an hour + hold time. Unacceptable. I really don’t know what’s going on with Roger’s, but customer service is going downhill. Business hours cut way back, long hold times, and the past 3 months my bill has been incorrect. And I haven’t even been with Roger’s for a year. I don’t have hours to wait on hold to get my bill fixed every month.  I’m sorry I switched from Fido. But was offered a nice promo to switch because I had Fido and Shaw home services. After 5 months my bill started going up monthly. 
I was on CRTC website and it says Roger’s is #1 in customer complaints!!! I can see why. 

[cherzybaby]

Trying to reach the customer service is a joke. You might get through, but sit waiting for more than 45min IF by that time someone comes on the line. I live in Ontario., & if I call say around 7.30am., a recording comes on saying that the Customer Service Dept. is closed, & to try again later. Say what!!!??? We're always told that Customer Service employees are 100% Canadian...so, in that case, why can't we speak with a Rogers rep who's time would be 9am. 

[cherzybaby]

I found the live chat to be somewhat useless. It keeps asking if your issue is tv., internet, home phone. When one is enquiring about their products, e.g. if they have all 3 services, the same thing comes up in the chatbox asking which product you're enquiring about. The Customer service certainly isn't like it used to be, that's for sure. Even when phoning, you're on hold for a ridiculous amount of time even though Rogers professes that the reps are 100% located in Canada yet your call isn't directed to someone who is in another time zone which would enable them to assist you.

[cherzybaby]

I totally agree, slm3. The "on hold" times are unacceptable!!!!!  I usually get notification that my bill is ready on the 6th of the month. This month (April), when it got to be the 10th, or 11th, I still hadn't received notification, & when I went into MyRogers, my amount owing was $0. When I finally reached someone in customer service, she had to get in touch with someone to ascertain what was going on. They were texting back/forth...& she advised that she was told there was a delay in processing the bill. I don't know if it's just my bill or if it's a problem with all billing. They told her that the billing was delayed, & I should check back on the 17th. Regardless of this information, I paid my bill anyway as it had been consistent. I shall keep a watchful eye on things. but Rogers needs to look into the declining issue of their Customer Service. The online chat is useless. 

[RogersCorey]

Good morning @slm3!

I apologize for the inconvenience you've experienced in trying to reach us. Are you still looking for support in this matter?

If so, I'd be happy to help.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

~RogersCorey

[slm3]

I was able to get thru this time to my surprise, but I’m told they can’t or won’t put the discount I had been offered for switching to Roger’s from Fido and being a home service customer that they took off my bill back.  Plus because I was a byod customer I also got a price hike on monthly bill. Insult to injury.  I haven’t even been with Roger’s a year and already a price hike!!!  
In trying to lower my bill back to what it was when I signed on I also notice the only good deals are for new customers, no customer retention deals.  Companies used to care about retaining customers. 

[Joeyoeyo]

Going to cancel mine same reason

[allanf]

Rogers is really going downhill.  I've been a customer for many years now and I have witnessed a steady decline in recent years.  I've been spending between $520 and $620 a month for bundled services and every time I have attempted to contact Rogers (phone or online), I have to wait for at least an hour just to have a "specialist" who usually can't help me with my specific problem.  Yesterday, I asked for a contact number to speak to Rogers Specialist Juliet's manager, as she did not have the authority to review previous transcripts, and she ended the online connection without providing me with her manager's contact information.  Considering how much we are paying to this giant corporation, we deserve better service than this.  The wait times are unacceptable and then we I do get through, all I get is the run-around.  After 20 plus years of faithful patronage, I think it's time for a change.

[RogersYasmine]

Hello @allanf ,

Welcome to our community forums. Thank you for taking the time to share your feedback regarding the recent interactions you've had and the longer than normal wait times experienced. We genuinely appreciate you sticking with Rogers over the years!

Although we do our best to provide a great customer service experience for our valued customers, I'm sorry to hear that we've let you down. 😞

Since your post, were you able to get your concerns addressed? Feel free to share some additional details about the type of support you are looking for here in the community, as someone may know the answer!

If your concern is account specific, we are happy to have a peek. Please feel free to send us a Private Message @CommunityHelps to get started. For more information on how to send a Private Message, please click here. 

Thank you!

RogersYasmine

[cherzybaby]

I too, and STILL unable to speak to someone in Customer Service if there is such a thing. I'm constantly getting calls from a phone number that is marked "Likely Fraud"...I have blocked that number, & of course my phone doesn't ring, but the calls still come to my phone and more than once per day; sometimes several times per day. It's annoying to say the least. I want to report this number, but can't speak to anyone about it. OK so I'm not disturbed by a ringing phone, my call display lights up, with the message "caller blocked". When I check, it's from that number I'm complaining about.

[RogersCorey]

Good afternoon @cherzybaby!

If you're looking to report a scam call, it is best to report it directly to the authorities. If you suspect your Rogers account has been compromised by this scam, then we would want to step in to ensure your account is secure.

If you have been a victim of a scam, fraud or cybercrime, please contact your local police as soon as possible. You can report scams and fraud to the Canadian Anti-Fraud Centre through an online form here: Report fraud and cybercrime

~RogersCorey

[cherzybaby]

Everything is fine, secure wise. It's just that I'm annoyed at getting phone calls I don't want. I blocked the number quite a while ago, but of  course that doesn't stop the caller or whatever from dialing my number. As you know, my phone doesn't ring when a blocked caller calls, but I see my call display light up saying "Caller Blocked" When I check to ascertain the number, it's the one that's calling several times. I think it's one of those things where whomever is hoping a live voice answers the phone so they can get an idea that it's a live number, I don't know but I do find this extremely annoying. Any suggestions as to what to do would be very much appreciated. Thanks in advance!

[RogersCorey]

I can understand why it's annoying, @cherzybaby, but a blocked call still going to voicemail is how it is intended to work. 

We offer some suggestions that can be found on our website here: How to manage caller ID spoofing and spam calls - Rogers

~RogersCorey

[cherzybaby]

The "blocked call" I'm complaining about does not go to voicemail. I don't have my Rogers voicemail set up. I use a private one, & of course, because the caller is "blocked" they cannot leave a voicemail. My main complaint is the fact that I'm getting calls from the same number, every day, & I mean EVERYDAY, sometimes multiple calls per day. I discover this when checking the caller list on my call display. When I get calls from blocked numbers, the call display lights up, then the writing "Blocked Caller" shows, after which the call display shuts down. I do not hear a ring..it's complete silence. From what I understand when a caller is blocked, the caller gets a message that their number is not accepted. That's all well & good, but getting these calls multiple times per day & everyday is most annoying. I do not plan to change my number & shouldn't have to do this. 

[Kursat]

I am trying to reach for 3 day. I called more then 10 times. Its keep me holding and I was waiting 20-30 min every time. But I can’t talk no one. Now I beileve that you don’t have technical support department.

[RogersCorey]

We can offer you full tech support right here on our forums, @Kursat!

What sort of issue are you encountering today? Please let us know and we'll be happy to help!

~RogersCorey