Unreasonable wait times

[RRMA]

I’ve spent 5 hours of my day off trying to reach Rogers to change my bundle. I was on hold for 2 hours, then a Specialist came on the line to transfer me because there’s only one, unpublished department, that can cancel services. My time on this hold is now 3 hours. Meanwhile, I tried the chat and spent one hour with Ghislain from Montreal. It seemed we were getting close to a resolution when , all of a sudden, his system froze. He said he’s reboot and be right back. He never came back. I’ve tried several times over the past year to cancel my home phone and cable - two services I no longer use. But Rogers makes it impossible to cancel, so they continue to get my money month after month. I had to take an entire day off to tackle this problem, but I’m still on hold. What other company could get away with this? It’s so unreasonable!!! I feel completely held hostage. I plan to contact my MP. Canadians deserve better.

*** Edited Labels *** 

[RogersJermaine]

Greetings @RRMA,

Thank you for joining us here in the Rogers Community Forums! We do appreciate our customers and do apologize for the long wait times. We can certainly take a further look into your account to assist you with your requests.

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

Regards
RogersJermaine

[Majugi]

For anyone encountering this, I'd strongly recommend using the chat service online (use the Anna virtual assistant and immediately type "cancel service"). They are able to process cancellations. It can still take a long time to connect, but there's a visible counter for the queue and no hold music.

[Vladimir1]

Absolutely unacceptable waiting times to have someone from Rogers Customer Support, Billing and other departments pick up the phone. I tried to connect with Rogers reps starting from the end of December 2022 and up until today... same issue: hours of waiting. Where are the Rogers employees?

[timmer1]

What is going with Rogers customer service. I've got three different price increases on my bill today, that I did not agree to, in advance, plus two fraudulent Nextbox charges totaling $25.30 plus tax.

"Customer service" wait time is 3 hrs with no option to give a call  back number. Plus Anna "Skip the Wait" (right!) is non-responsive. 

How the heck does one resolve a billing issue?1 Switch to another service provider?!

[BrendaA]

I spent 2 1/2 hours on hold and as well another hour waiting for a specialist while texting with anna. I was not able to reach a human during all this time. Tonight started at 5 pm with anna again she put me through a specialist who only had one plan and that was to upsell me a service I didn’t need. I had 2 promotions on my internet services that have just expired. My plan was to hopefully speak to a human who could put them back in place. How does your company have no concern for their customers and expect them to spend nearly 4 hours to even get access to a customer service representative. So disgusted with your service. I will be looking at finding another service provider

[RogersZia]

Hello @timmer1 and @BrendaA,

Welcome to the Community!

I understand that it's inconvenient to wait on the phone for long periods of time. Did you know that you can reach out to us via Twitter @RogersHelps or on Facebook.com/Rogers for account support and technical support?

You can message us once and you'll be in the queue for the next available rep to reply back to you. You won't have to worry about staying on the line or waiting on hold. You will be notified as soon as one of my colleagues messages you. You are free to go about your day in the mean time :).

You can also send a PM @CommunityHelps. Please check out RogersJemaine's post here for more info. 

RogersZia

[BrendaA]

Well for one I don’t have twitter. Secondly it took til 1030 before i had this issues resolved. Pretty pathetic when I gave up my entire day to address this problem. Shame on your company.

[awest3]

Same story I got. I wanted to cancel and after hours with them when I wouldn't budge on my position, they said their system crashed and I would have to call back tomorrow. I don't believe them!

[Jk58]

At least for home phone anyway there are some low cost Voip services online that you could port your number to. That doesn’t require interacting with Rogers. Once its port you shut down the online service. One I use charge I think $1 monthly for a phone number.

[5tranger]

As someone who has been a customer of Rogers since '96, I can say without any doubt that this company's customer care quality and overall reliability are in serious decline. Their moto   High fees and low customer satisfaction

"Canada has some of the most expensive cell data plans in the world, finds new report. In some cases, Canadian mobile data plans cost 200 times more than the cheapest ones in other countries, according to a Cable.co.uk report ranking"  Toronto Star - Sept 2023