From what I hear this is not an isolated incident.
I signed up for e-bills a long time ago, trying to be green and move all my accounts online. What a mess Rogers has made of this. First and foremost, I have never received an e-bill from Rogers. Secondly, when I called to say I've never received an e-bill, the only response has been to go online myself and switch back to paper copies. That's great customer service, me telling you your system doesn't work, and then you telling me we aren't fixing it, but you can go back to the old way. The bigger issue is, that they charge you to go back to paper statements. What? So your e-billing doesn't work, but if you actually want to see your invoice you have to pay for it. Crazy!!! Finally the topper, since I refuse to pay for paper statements, I get charged late fees every month, because I have not and still do not receive bills from Rogers! From my limited understanding of the law, I have to have an invoice to pay an invoice, and can not be charged late fees for something never received or sent.
I am happy to say I will be leaving Rogers after 15+ years, and will not be looking back.
The only good thing that happened today with Rogers is I finally got someone on the line who admitted e-billing doesn't work, and waived the paper fee statement. Yay (too little too late). When I asked about the late fees she said she couldn't see that on her screen.
Solved! Solved! Go to Solution.
When you talk about ebilling, i am assuming you are talking about the stuff through canada post?
Never tried that myself..
But the billing through Rogers.. has worked for quite a while, since long before the paper billing charge thing started.
If you log into your myrogers, you should be able to see everything, from a basic overview of the amount owing, or break it down on an online showing of the bill.
There is also a link to click on, and view the file as a PDF (the same as the paper copy).
Depending on your contact preferences, you will get emailed that the bill is available... but not a copy of the bill in the email, you still need to log in to view it.
The bill is usually available 7ish days after your billing cycle.
I'm sorry to hear about your situation, although there seems to be some misconceptions as to what e-billing is as well as how it is provided. The agent with which you spoke with may have been misinformed in regards to the functionality of the online billing system.
When one registered to online billing, it puts a hold on the physical invoice from being sent out. In return, you're suppose to receive an email notification that your invoice is ready to be viewed by logging into your profile on the Rogers website. The email should contain your balance but none of the usage details. To see the bill as you would the physical copy, you would have to log into your online profile though. It is downloaded in a PDF format which can be printed if you require a physical copy for your own records.
The legality of the issue would be that the invoice is available but would need to be accessed. If it still doesn't show on the website, I would definitely recommend contacting Rogers directly through an online format since most phone agents are neither trained for nor have access to the website systems. I would recommend Live Chat, Facebook, and twitter @Rogers.com.
I do agree that there appears to have been an issue where you were not receiving your email notifications that your invoice was ready to be viewed.
Hopefully this helps. 🙂
I just spoke to billing and they told me to come here and ask you to fix tihs. My email address is correct on file and I receive all of your promotional emails, but not my bill. Please fix.
Yes but I am not even receiving that notification...
This month.. seems off.. i normally have mine by now (and its online) but its not at the moment..
Not sure if that might be part of it.
BUT if you havent got any in the past... still something else wrong on your setup.
Try the livechat
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