longest hold time

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Resident Expert
Resident Expert
Posts: 14,321

Re: longest hold time

This is primarily a USER to USER forum.
For users to collaborate/help each other.  Only really monitored by Rogers employees. 

They cant really do any upgrades, etc stuff from here.

That being said.. I am not sure if I am just lucky or what when calling in.
Or if I just call at the right time..
Longest I can remember in the last year or two, would be like 15 minutes?

But generally I try to call earlier in the day, seems to be a lot less people at that time.

I'm a Senior Advisor
Posts: 3,773

Re: longest hold time

I can't remember the last time I called Rogers about a problem. but I don't think the wait time was excessive. A couple of days ago I called my ISP (not Rogers) to diagnose a slow connection speed and noticed the wait was longer than I remember before. Perhaps it's an industry wide symptom of not having enough CSRs on hand to help customers, concentrating more on sales. At least it's not as bad as in the old days when we didn't have speaker phones.

Rogers PayGo. Location: S-W Ontario
I'm a Trusted Contributor
Posts: 710

Re: longest hold time

I hope you eventually were able to contact someone.
I called in twice this month. Once Internet related and once TV related. the wait was no more than 3-5 minutes.

As Gdkitty mentioned time of day may make the difference. My calls were late morning or early afternoon.
I'm Here A Lot
Posts: 7

Re: longest hold time

I've been on hold for 45 min. Was going to try to work out a new plan, but I think I'm cancelling instead. If they can't be bothered to asneer the phone, then I can't be bothered to stay with them
Posts: 1,350

Re: longest hold time

Good morning @dakondaknlade,


Welcome back to the Community, glad to see you active again :).


It would be sad to lose you as a customer over long wait times :(. Did you have a chance to get in touch with my colleagues over live chat or social media? Are you still looking for assistance with your plan?


Please keep us posted!






I've Been Around
Posts: 1

Re: longest hold time

Been on hold for 1:50 waiting for Rogers NHL Live, this is the second call, the manager was supposed to call back within 24 hours, that was 3 days ago. As an account holder with 5 phones and a credit card with them, they are about to lose all my account over not refunding $170 for my NHL live that blocks all the games on chromecast and the xBox One no matter where the games are played. I'm also on hold on Rogers Live Chat as well.


Rogers, get your act together, want to keep customers, treat them better.

I Plan to Stick Around
Posts: 24

Re: longest hold time

I am trying to get Rogers support and have been on the phone 1 hour and 50 mins.  This is totally unacceptable.  I really don't understand what is the issue here.  


Posts: 2,359

Re: longest hold time

Good evening @kermit1,


Thank you for posting to the Community. I know how trying it can be to wait on hold for a long time.

I hope that you were eventually able to get the assistance you needed and apologize for any inconveniences this may have caused.


When we're offering special promotions or launching new products, we're busier than usual and are often experiencing a higher than normal call volume.


What department were you trying to get a hold of?

Hours of operations do vary depending on the team you were trying to reach.


Please let us know if you still require our help and we'll try our best to assist you!



I've Been Around
Posts: 1

Re: longest hold time

I had rogers back in 1990 (only for 3 months). They had horrible service back then cancelled all of rogers services back then.
I thought I will try them again 30 years later...
30 minutes on one occasion two months ago. Last week I have been on hold for a total of 20 minutes have still not talked to anyone! Cancelled all my Rogers today (only had them for 3months). Enough is enough. (I gave enough of my time).
I've Been Here Awhile
Posts: 2

Re: longest hold time

Cannot believe I am on hold for 1.5 hrs then got to a customer cares and then put me on hold again. You know what happened? Got cutoff after 2 hours. Happened today, and last Sunday. Thanks rogers for putting me on hold.