If you are a Shaw customer, you’ll need to visit the Shaw website for support with your Rogers together with Shaw bill.
First bill charges
These charges apply to TV / Internet / Home Phone customers who have activated new services.
Why are there partial charges for two different date ranges?
Since Rogers bills one month in advance, there may be partial charges on your first bill for the time between the date your services were set up and the billing date. As a result, there will be charges for two different date ranges: one from the date your services were set up to the billing date, and another one for your next full billing cycle.
Here’s an example:
If the billing cycle end-date is the 18th, your monthly charge ($154.99 for a Rogers IgniteTM TV Starter + Gigabit Ultd) would include services from May 19th to June 18th. Because services were set up on May 17th, 2 days prior to the end of the May 18th billing date, Rogers charges an additional 2 days ($154.99 ÷ 30 x 2 days = $10.33).
These are known as partial charges. They can be found in the Bundled Services sections of your bill.
Why is there Ignite Express Setup/Pro-Install Add-On fee(s) on my bill?
If you’ve installed internet or TV services yourself, you shouldn’t have a Pro-Install Add-On on your bill. Rather, you will only see the Ignite Express Setup fee for activation of your services on the Rogers network.
However, if a Rogers technician installed your services, then a Pro-Install Add-On will also be included on your first bill. During the installation, the technician will help ensure that everything is working well, identify equipment issues, and provide a demo of your subscribed services.
If you subscribe to multiple services at once in an Ignite bundle (TV, internet, or Home Phone), and have all services installed the same day, you’ll only be charged installation fee(s) once to cover all those services.
Why are there two different account balances on my online bill?
If you subscribe to online billing, you will have two different account balances when viewing an online bill in MyRogers. Here’s a breakdown of the different balances:
The amount at the top of your online bill beside the Required payment date is the full total, including all products. This is the balance that needs to be paid.
- The balance displayed beside the service (Bundled Services, Wireless) is the subtotal for that specific product.
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What should I expect when changing my existing package?
If you change your package during your billing cycle, you may have these items on your bill:
- A partial credit (labelled as Cancelled) to remove your old package. The partial credit covers the period from the activation date of your new package to the billing date.
- A partial charge to add your new package (usually labelled with the name of your package, like Ignite Internet 500-Unlimited). The partial charges cover the new package’s monthly service fee from the activation date to billing date.
- If a promotional savings included with your old package is removed, there will also be a credit reversal.
