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RogersYasmine
Moderator
Moderator

If you are a Rogers Together With Shaw customer, for support with our services, visit our website for support with our services. 

 

To return unused or disconnected Rogers rental equipment (and to avoid unreturned equipment fees!) just ship it back to us at no charge. Keep reading for more information.

 

Before you begin: 

 

We’ll first need to authorize any return, so please contact us before returning your equipment (if you haven’t already).

 

To return a phone, tablet, or other Wireless accessories see Returning a Wireless phone or accessory.

 

To return unused/disconnected Rogers rental equipment (and to avoid unreturned equipment fees!) just ship it back to us at no charge.

 

We’ve partnered with Canada Post to offer you a convenient, no-charge return of your rental equipment. To avoid fees, you must return all rental equipment. If you have already received a return authorization email, please follow the steps provided in that email to return your equipment. Be sure to check your junk mail for the return shipping information, it can take up to 48 hours to receive the automated email. 

 

If you haven’t received your waybill after 48 hours and it’s not in your junk mail folder, please contact us.

 

See below for a full list of equipment that needs to be returned.

 

Internet

  • Internet modem/gateway
  • Power supply

Mesh (Wall-to-Wall WiFi)

  • Eero Hub and Beacon(s) with power supply
  • Ignite WiFi Pods

TV

  • Set top box
  • Remote control/Convertor
  • Power cord/power supply

Home Monitoring

  • Touchpad with power cord/power supply
  • Black NetGear Wireless router with power cord

Home Phone

  • Home phone terminal/“EMTA”
  • Power cord/power supply

Have you checked out our new self-serve hub at www.rogers.com/support? Find all the information needed to manage your account and services online, 24/7, including troubleshooting tips, answers to most frequently asked questions, video tutorials, and more!

 

 

70523 Views
29 Comments
29 Comments
amxreid
I've been here awhile

Thank you. I have been needing to return a cable box and couldn't because of the store closures, yet Rogers has billed me for the box.

Now I know how to return it safely and get the charges reversed.

Thank you so much!

RogersZia
Moderator
Moderator

Hello @amxreid,

 

I'm glad you found the blog helpful! As mentioned above, and in case you haven't already done so, please make sure you contact us before returning your equipment so we can authorize the return.

 

 

 

RogersZia

LindsayBoardman
I'm a frequent visitor

I received a shipping label from you. Returned the items and received a confirmation from Canada Post that you had received the equipment, yet just received a bill for over $300...the charges were for not returning your equipment. Your online chat with a rep froze and the only solution provided before I got disconnected was wait til the next bill to see if it's corrected. I cancelled service in April and I have to wait until July to see if there is still a mistake? Don't want some outstanding bill to effect my credit rating when it's obviously an issue on your companies end

RogersZia
Moderator
Moderator

Hello and welcome to the Rogers Community Forums @LindsayBoardman 

 

I realize $300 is a rather high amount. Thank you for returning the equipment in a timely manner. I know you've mentioned you cancelled the service in April but may I know when did you return the equipment? Depending on when the equipment was returned and then updated in our system the invoice generation date could have passed before the changes may have gone through. I would recommend you to wait for the revised final invoice to view any applicable charges or credits.

 

Please let me know if you have any follow up questions.

 

 

RogersZia​​​​​​​

LindsayBoardman
I'm a frequent visitor

Hi Zia,

 

Yes, service was cancelled in April and due to Covid your stores were closed. Your rep instructed me to reach back out for a shipping label if the stores were not reopened by mid May which I did. The label was received May 22 and I received an email from Canada Post on June 1st stating that the shipment had been delivered/received. I then received a bill for the equipment June 5th. I'm unsure why I have to wait until July 5th billing to see if this has been corrected. If I provided the tracking number which shows that the package was received by your company then I don't understand by I can't get some kind of confirmation that the balance owing is $0? I don't want to take any chances that my credit is effected in a negative way due to an outstanding bill that is not actually owing

Datalink
Resident Expert
Resident Expert

@RogersZia what exactly are you saying when you indicated "I would recommend you to wait for the revised final invoice to view any applicable charges or credits."  Are you indicating that the customers should pay the bill even though the equipment has been returned, and potentially tie up several hundred dollars while Rogers sorts its billing out, or, not pay the bill, waiting for the "revised final invoice to view any applicable charges or credits"?  In that case, Rogers will report the non-payment to Equifax Canada and TransUnion Canada, damaging the customers credit rating.  Customers would then have to go to those agencies to dispute Rogers non-payment report.  There is no guarantee that the report will be removed from the customers credit rating.  There has to be a better solution to the problem.  Either Rogers need to improve its returned equipment process, or, customers who leave Rogers need to have their bill due dates extended to something like 60 or perhaps 90 days while the equipment issue resolves itself.  There needs to be some flexibility here and a little thinking out of the box. Talking with Tier 1 staff will accomplish nothing in this regard.  Someone, like the moderators in the forum need to raise the issue with the relevant Rogers staff members to find a better solution. 

RogersHarry
Moderator
Moderator

@LindsayBoardman

 

I totally understand where you’re coming from, I wouldn’t want my credit rating affected due to an equipment charge. I can certainly verify the status of your adjustment and overall account standings.

 

We'd like to take a closer look at this to see why the equipment is still showing unreturned. Please send a private message to @CommunityHelps so we can locate your information on our file and get started.

 

If you aren't familiar with our private messaging system please click here.

 

Cheers

RogersHarry

RedMarvel
I plan to stick around

I've run into the same problem.  I got a shock when I came back from my Christmas vacation to find a $1000.  bill from Rogers.  $790.93 "unreturned equipment" and $2.37 "late payment charge" because I didn't pay the $790.93 within 3 days.  (That's right folks, Rogers expects you to check your bill every day and not just once a month.) 

 

I returned the Equipment using the labels Rogers provided in November and the Unreturned Equipment charge appeared on my bill over 30 days after the equipment was returned.  Rogers has a serious issue with not scanning their own tracking labels to ensure that a box is NOT in their warehouse before charging the client.  

 

They also do not seem to realize that most companies allow clients 30 days to pay a bill.

 

2 years ago I would have recommended Rogers to friends as being A+.  In the past year they've degraded to D and I no longer recommend them to anyone.

RogersYasmine
Moderator
Moderator

Hello @RedMarvel!

 

Thanks for posting your concern. We are truly sorry to hear that you are feeling down about your Rogers service as of late, we definitely want to help turn your experience back into a positive one again. 🙂

 

Regarding the 'unreturned equipment', there have undoubtedly been some delays with receiving and processing equipment returns at our end, mostly due to the current pandemic that is ongoing. By any chance, were you able to check your tracking info online to see what the status of the return shows? When it comes to the billing, there should absolutely be some wiggle room when it comes to when the payment is due versus when the invoice is processed and it's definitely more than 3 days. I'm not sure why your invoice would suggest otherwise?

 

Perhaps we can take a closer look into both of these issues for you and come to a more reasonable conclusion. If possible, please 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.

 

Thank you!

RogersLaura

RedMarvel
I plan to stick around

I've sent a Private Message to @CommunityHelps.

javabean1
I've been around

Hi. I’m returning 2 PVR boxes and an older modem to Rogers and received 3 Purolator shipping labels with the new ignite equipment I ordered. I assume this constitutes authorization to return the items. 

A couple of questions though...

- can I simply pack the 3 items into one box and drop them off at Purolator with the 3 labels?

- or even easier, can I just return the items to my local Rogers outlet?

 

Thanks

RogersMaude
Moderator
Moderator

Good afternoon @javabean1,

 

Thanks for your post!

 

Unfortunately, due to the ongoing pandemic and for safety reasons you do not have the ability to return your hardware at your nearest Rogers store. Worry not! If you received the return labels, that means your equipment return has already been authorized.

 

Depending on the weight authorized per label it may be ideal to pack them individually. Don't forget to keep the tracking number for your record and get in touch with Purolator to arrange the pick-up!

 

Let us know if you have any questions. Hope this helps! 😉

 

RogersMaude

javabean1
I've been around

Thanks Maude!

jolon
I'm a frequent visitor

 

Hi!

Warm Greetings!
I want to inform Rogers that I have returned a modem to one of its stores in Mississauga yesterday.
My question is, how long will it takes to update the total amount of my bill or view the reversed statement.

 

Thank you.

Peter3304
I'm a frequent visitor

I received a label from Rogers to return old equipment while upgrading, and sent it out with Purolator, who lost the package, and returned to me. I then resent it, and it was received by a Larry at the warehouse, which had 3 items in it. Rogers decided to bill me for the items the same day they were received, and start calling me about a past due bill (they hit my bill 2 days before my cycle ended.). After 3 days, ONE item was credited to my account, and 2 days later my bill came out and showed me as past due, (yes, you read that correctly, Rogers define a 2 day old bill as past due). with 3 - 5 calls a day from a robot asking me to stay on line to wait for someone. (these calls were during work, and while I was in bed). I took the first one, waited, and was told that they would stop the calling with a 'note' on my account (did not work). My bill finally came out to be seen 5 days after they started calling constantly, and still only one of the three returned credited, and a late fee applied. I then get told that I have to stay on a call for over 50 minutes on hold, to get Rogers to put in a track in their warehouse for the missing items (once again, ALL in same box, you got one, perhaps lift the box to see if anything still in it?). Now I have to wait until the warehouse "finds' it to credit my bill, with advice to pay off the extra 600$ to not effect my credit rating, to get a future credit. 

Eeic
I like it here

Well Rogers does it again....sent my old equipment back over 2 months ago now and I’m still being harassed about an almost 300$ return fee. This is completely unacceptable. If this affects my credit score in anyway I will be extremely angry and hold Rogers 100% accountable. You need to do a much better job of receiving and scanning items faster so this doesn’t happen. 2 months and still being emailed and called. I even have a receipt for the return. Canada post website says it’s returned and yet I still get harassed for it. Figure it out!!! 

RogersMaude
Moderator
Moderator

Good evening @Eeic,

 

Welcome to the Rogers Community! I hope you're doing well and staying safe. Thank you so much for taking the time to bring this up to our attention. I can only imagine how frustrating this must be.

 

We'd like the opportunity to take a deeper look into this in order to help you reach a resolution as soon as possible. Please get in touch with us via private message so we can see what took place on your account and investigate further. Send your PM at @CommunityHelps at your earliest convenience. You can find details about our private messaging in this blog.

 

Thanks so much!

 

RogersMaude

puththalamborn
I like it here

I have to return three modems can I put all three in one box and return it to the post office? or should I put each modem in separate box and print three different return labels for each box? 

RogersTony
Moderator
Moderator

Hello, @puththalamborn 

 

Welcome to the Rogers Community Forums!

 

Thank you for posting your question to the Community. If all three devices are from the same account please package them together.

 

If you have multiple accounts with us then please separate the devices by account and return them in different boxes with a different return label. This will ensure it does not cause any confusion at the warehouse.

 

RogersTony

Yli02
I've been visiting

I encountered the similar issue as others. I canceled my home monitoring system Dec 14th, returned my equipment Dec 20th, Canada post tracking showed Rogers warehouse received the returned equipment Dec 20th.  I received bills in Jan and  Feb that I owe 457 dollars. I called customer support department, billing department and credit operation department numerous times and the agents I talked to confirmed that credit will be put into my account in the March billing cycle. Today  I got an email from credit operations to remind me of the owing balance. sounds like the departments don’t talk to each other. This caused unnecessary work for Rogers and the customers. I understand that pandemic had made many things more complicated. Will the credit operation department send the outstanding account to credit bureau? Should I call the billing department or  anyone in Rogers to confirm again? Please advise, Thank you. 

RogersYasmine
Moderator
Moderator

Greetings @Yli02!

 

Welcome to the Rogers community! We appreciate you sharing your equipment concerns here in this forum and are happy to lend some support. 🙂

 

I understand that you had returned some SHM equipment quite awhile ago and were still charged unreturned equipment fees. When you had called in to report the issue, do you know if the agent was able to see the return as well as the credit for the equipment on the account?

 

If you'd like to send us a Private Message @CommunityHelps, we'd be more than happy to have a closer look to see what's going on. For more information on how our Private Messaging system works, please check out our blog.

 

Thank you,
RogersYasmine

 

 

iDre
I've been here awhile

I am also having problems with returns. I switched services in early October and received an email from Rogres with instructions for returning my equipement. To avoid any issues I contacted Rogers and said I would prefer to return my equipement directly at a store and they said I was not allowed to do so. So even though my instinct was against it, I went ahead and sent everything by Canada Post like they asked me to do. Now my items have been stuck in transit since October 12 even though the last update shows it has reached Mississauga. What frustrates me the most is that Rogers has now billed me as if my service never ended. I contacted support today and she said I will only get a final bill when the equipement is received and tested. She says I will keep getting billed monthly until then and it will be adjusted on the final bill. There is no way I am paying for a service I do not have anymore. I have opened a ticket with Canada Post to figure out where the shipment has gone. Canada Post is asking me for a contact email for the receiver. Does anyone here know if Rogers has an email account for returns I can give out?

RogersYasmine
Moderator
Moderator

Greetings @iDre,

 

We appreciate your post! The equipment return process is generally smooth and efficient--I'm so sorry to hear that your experience hasn't been a pleasant one. 😞

 

Just to clarify, when you say the return is "stuck", do you know if it is stuck with Canada Post? Or has it reached our warehouse but has yet to be updated in our database? It might be helpful for you to send us a PM @CommunityHelps so we can check into this further for you. 

 

As for providing an email address, unfortunately we do not have a direct email address where we can be reached. Perhaps you can provide them with our contact number 1-888-764-3771. But they should have a way to contact us on the backend to verify any info they may need.

 

Kind regards,

RogersYasmine

 

 

iDre
I've been here awhile

@RogersYasmine the parcel is stuck with Canada Post. I just got the following reply from them so I have to get someone from Rogers to open an inquiry. Should I pm @CommunityHelps for this or do I need to call support?

 

We are currently unable to resolve this matter and need the sender to initiate further action as they are the actual purchaser of our shipping services.

Please contact the sender/seller you purchased the item from and ask them to open an inquiry with Canada Post (or the postal service used to mail the item if shipped from outside of Canada).

If you have any questions, please contact us by replying to this email.

 

UPDATE: I just sent a pm to @CommunityHelps

lhesmith
I like it here

Hello,

 

 In December I canceled my Rogers Home Internet and also mailed back the Ignite WiFi Gateway (XB6) via Canada Post. But today I received an email from Rogers saying that I "You have 7 days left to return your Rogers equipment", otherwise I will be charged for an unreturned equipment fee. First of all, I really returned the equipment on Dec 29th, the day I canceled the service. I also forgot to leave the shipping confirmation receipt, which was my mistake. Now the worst case is that the equipment is lost. I have two questions.

  1. First, how much should I pay for the Ignite WiFi Gateway (XB6) if it is lost.
  2. Second, how to solve a situation like mine, it was a huge mistake for me not to leave a photo of the receipt, I admit it.
RogersMaude
Moderator
Moderator

Good day @lhesmith,

 

Welcome to the Rogers Community and thanks for posting about your situation!

 

You mentioned that you did not take a picture of your receipt, on the day you sent us the gateway with Canada Post. Have you tried to reach out to them to retrieve the waybill number for the parcel?

 

We usually open a ticket to locate your specific hardware according to its serial number. It could take a few days for our warehouse staff to open the parcels and document the equipment received. Therefore, even if your waybill number indicates that our warehouse received it, it may be several days before it's updated on your account.

 

I want to reassure you. Normally, the notifications you receive by email or SMS are triggered automatically by the system, as a reminder to ensure you do not forget to return the rental equipment. I don't think you should be worried about the charge if it has not yet been applied to your account and that you did in fact return it back to us.

 

Let us know if you require further assistance!

 

RogersMaude

asturias7
I plan to stick around

Hello,

can legacy/digital equipment be returned to Rogers stores? Everyone I have talked to says the stores don't accept these returns, but tonight (Nov 20) a Live Chat agent told me stores do. Is is this correct? I own both of my digital cable boxes, but I have to return my Hitron Coda 4582U modem. I also have one of those digital adapters Rogers offered customers for free years ago. Does that also need to be returned? The tech who came to my house the past Thurs, Nov 16 told me it doesn't. Thanks for any help.

Datalink
Resident Expert
Resident Expert

@asturias7 to return the modem, take a read thru the following posts:

 

https://communityforums.rogers.com/t5/Account-Support/Returning-Modem-via-UPS/m-p/515624/highlight/t...

 

https://communityforums.rogers.com/t5/Account-Support/Unreturned-Equipment-Charge/m-p/483602/highlig...

 

Don't wait to ship the modem back.  Pack it up and drop it off at a Canada Post location as indicted in the Rogers reference page. 

asturias7
I plan to stick around

Thanks @Datalink for the reply and info. I just came back from my local Canada Post office (5 min away from home) and returned the modem there. Receipt was given to me without having to ask and I also previously took pics of the S/N, etc before packaging. Thanks again, hopefully I won't be charge anything by Rogers.