Rogers Device Protection update

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
Showing results for 
Search instead for 
Did you mean: 

Rogers Device Protection update

Retired Moderator
Posts: 686

Hey Community,


As of today, February 1, 2018, Rogers has decided moved our device protection program over to Brightstar Device Protection and launch Premium Device Protection – a program with the same amazing protection and some game changing new features. If you haven't heard, this service is similar an insurance policy added to your newly purchased device from Rogers. Many of us can relate to having our new devices physically damaged or even lost within weeks if not days after purchase. 


Here are some of the notable changes:

-1st screen break repair for no extra fee

-New Walk in Repairs and Mobile Technicians (where available)

-Increased enrollment window of up to 45 days after activation or hardware upgrade


Personally, my favourite change is the additional of the having the screen replaced. What's yours?


For full details, check out the pages on and!






I'm a Senior Advisor

Brightstar, for those who don't know of them, is the largest company internationally involved in protection plans, with their primary business being the supply of refurbished/replacement parts from the point of original production of a product, through to repair or replacement of parts and making refurbished products, for replacement on your plans, and for sale through distributors. 


Their involvement in protection plans is their primary source of their product sales of refurbished parts and phones.


By the way, nice to see them give one screen replace free - it is actually the cheapest and easiest repair to do on most phones.  I have done a few over the years buying a replacement screen and tools on E-bay.

Personally, I still just take the risk, treat it with great care, and also know how to repair them on my own.  The greatest protection is actually a quality case, and protection from theft is the same process as protecting yourself from stolen wallet or bag.


Good additions to the plan for those who feel more confident with paying for "insurance" for your phone.



I'm New Here
I have some questions regarding your protection plans?? What is the process to enroll??

Good day @Gourav1,


Welcome to the Rogers Community and thank you for your post!


I totally understand your interest for the new Premium Device Protection. It provides numerous benefits and it is my pleasure to help you shed some light on the enrolling process.

Following the purchase of a new cellphone device, whether it was done through a hardware upgrade or an activation, you have 45 days to request to have the Device Protection plan added to the line linked to the new equipment.

Don't hesitate to let us know if you wish to have it added to your line!



I'm New Here

I have Samsung Galaxy 7 Edge phone which I bought last year in March. Few days before I dropped it from my hand. The screen is showing white all the time. I don't have protection plan. I want to replace or repair my device. What should I do to get the problem solved? Please help me.


Hello @preet3,


Welcome to the Community and thank you for your post.


Since you do not have a protection plan and the device is also out of manufacturer's warranty, I would suggest you get the device repaired via a Rogers store or a Samsung store.





I'm a Frequent Visitor

I have a question: I just got a new iPhone as a present and I was wondering if I can get a protection plan with Rogers?

Rogers Employee

Hey @E_jonathan_S

You can add Premium Device Protection to your account within 45 days of activating a new line or upgrading to a new Rogers device. You can go to this link for more information about Premium Device Protection and AppleCare+. 


Hope this helps :). 

I'm New Here

Hello Friends ..Do not go ever with Rogers protection plan.I have never had a protection which is not worth for the money u pay every month..

I got the Rogers Device protection on my Cell phone( Samsung Note 8 -64GB) and I dropped the phone and cracked my screen.

I called up Bright star to file a claim on 17th July and did the Declaration form as per the requirement. They wanted to have the declaration form and copy of my Photo ID . I scanned the form with my Drivers license on top of the form as we cannot attached 2 files on the bright star website. I called up on after two days to check the status of my claim and they said documents are incomplete and they wanted both side pictures of drivers license with edges showing in the picture. Just to let you know that, as I said before you can attach only one file on the website. It is not mentioned anywhere in the service request form that the actual requirements. Then they had given me an Email address to send the document and told me that, I will get reply by 24th July.


I called them on 25th July as I did not get any reply and they told me that ( Spoke to Alissa,Supervisor) claim is approved and I opted for walk in service in Calgary as I need to replace my screen asap . I called up the store to fix an appointment and they told me they do not have any thing on the file and called up bright star again . After that , I got a call from the (CPR Cell Phone Repair ) Calgary and they got the update and asked my service request details and told me that, I need to wait couple of weeks to get it replace as they do not have parts in stock and he suggested to call Bright star again if I want a faster replacement.


I called Bright star again ( Spoke to Samuel) explained everything with the delays and he told me that, nothing can be done and I should go as per the technician in Store.


So, I need to wait almost a month to get a screen replaced. Its really frustrating now really feel like there is no point to pay $11 every month for a protection with a very bad service


(Edited - Removed personal information - RogersAli)

I'm New Here

Screenshot_20180807-223522_Chrome.jpgthis is what Rogers ad on their website.

Retired Moderator

Hey @Sreecalgary


Thanks for sharing your experience with the community, we appreciate the feedback. 

We truly hope you were able to reach a resolution and will have your phone repaired in a timely manner. With regards to the Device Protection, it's always best to get in touch with Brightstar directly for further assistance. 



I Plan to Stick Around

@aliaz in regards to the 45 day to add device protection ..... that is applecare+ also ? I am getting conflicting answers on adding applecare+ to a new device.  Apple allows 60 days , Rogers device protection I have seen 15 days (and now 45 days as per your post⤴️). Do you know if applecare can be added (paying monthly to Rogers- I know it can be done thru Apple with one full payment) a few days after purchase of device ?  


Hey @Redzzzz,


Thanks for your post!

The Rogers Premium Device Protection can be added to your account within 45 days following the activation or hardware upgrade.


You can add AppleCare+ to your Rogers account if you purchase it with your new iPhone (same day).

Or buy it through Apple within 60 days of your iPhone purchase:

  • Online (requires you to verify your serial number and run a remote diagnostic)
  • At an Apple Store (inspection of iPhone and proof of purchase are required)
  • Or call 1 (800) 263-3394 (requires you to run a remote diagnostic and provide proof of purchase).

See Premium Device Protection and AppleCare+ FAQs or AppleCare+ Terms and Conditions for complete product details. Smiley Wink




I Plan to Stick Around

@RogersMaude , 

thanks for the reply. It was the applecare+ that I was hoping to add to my account so I could pay it monthly with my bill.  My situation is this.... I do have RDP on my line , have had it for years on my line but now it is not really of any help to me in event I need it. I have just upgraded (a week ago)  to the iPhone XS max. 256gb (a $1900 device) at retail store.  When I was activating the device insurance was never considered because it already exists on my line , it has just dawned on me (a week later) that the RDP is not really sufficient for a device this price.  Bright star specifically states in T&C that device covered up to a $1600 value ( almost $300 less than this device costs)  so if ever I needed to get a replacement device would that not mean I would not get the same device as a replacement?? Also if I ever needed a screen replacement - the minute brightstar touches the device (repair) I understand that would completely void my Apple warranty and Apple would consider my device as altered and not qualify for support in event there is a hardware issue ( being a long time iphoner- hardware issues and genius appointments are not uncommon in my experience)    The applecare+ option is the only one that makes sense for this device as any repairs would be Apple qualified.  

After dishing out $1000 up front for the phone - I’m really not in a position to put out another $250 for insurance - and monthly payment of $10 is far more feasible.   I wish the retail agent had thought to point this out (or wish I had thought about it at that moment). 


I just dont don’t see RDP as being a proper way to protect my device 😒




Hello again @Redzzzz,


Thanks for your reply. 

I completely understand where you're coming from!Smiley Wink


In this case, don't hesitate to get in touch with one of our representatives to have the Device Protection plan removed from your account.

You could therefore sign up for AppleCare+ with Apple within 60 days of your iPhone purchase, as indicated in my last post.


Let us know if you have any other questions!



I'm New Here

This is an absolute scam.

I have been trying for 2 months to get Brightstar to approve my repair. Keep getting the runaround on the application with no reason given as to why it keeps getting rejected.


Today I get to a new screen in the repair request and they want $175 for a walk in repair (I thought it was supposed to be free???) and there are NO LOCATIONS IN VANCOUVER. So I have to pay $175 and MAIL IN THE DEVICE. 

Rogers will not refund what I've paid for this useless 'protection'.


Screen Shot 2019-06-24 at 9.13.28 AM.pngScreen Shot 2019-06-24 at 9.35.26 AM.png


Hello, @jennifer604.


I appreciate you posting the concern in the Community. It should certainly not take that long for a service request to get approved. The Repair Processing Fees ranges from $30.00 to $175.00, and Replacement Processing Fees ranges from $100.00 to $400.00. 


Most likely your device falls under Tier 5 category (Device price range: $1,200.00 - $2,300.00) hence the repair costs either mail-in or walk-in (if available) would be $175. Please check the FAQs for more details. 


Let us know if you have additional questions.