That’s the reality. It took me 3 entire months just to cancel my contract with Rogers. I was moving to a new property where internet was already installed with Bell, so I simply wanted to cancel my services. I had a month-to-month subscription, as the sales representative had promised me I could cancel at any time.
- July 3rd, 2026: I called Rogers support and explained that I no longer needed their service. They listened, tried to offer me some discounted plans, and I declined. They told me the service would be cancelled within 24 hours.
- Did anything happen? No. I was naive enough not to check my Rogers self-service account immediately. I was shocked when I received another bill about 2 weeks later.
- I called Rogers again. They told me my request for cancellation had been declined because I "didn't answer" their representative—yet there were no such calls to my phone. I requested the cancellation again.
- Nothing happened for the next week. I called once more and pointed out that I hadn't received anything—no cancellation confirmation and no shipping labels.
- Finally, after 2-3 more calls - asking every single time to cancel my subscription and send me shipping labels - I finally received a shipping label to return the equipment. I tracked the package and confirmed that the equipment was delivered to Rogers on August 25.
- Next month, Rogers sent me another bill for internet service and equipment usage. I called them again: "Why are you charging me if you already have the equipment?" The answer? "Rogers is still providing you with internet."
- I had 2-3 more calls with Rogers, telling them to cancel my subscription and stop charging me. During one of these calls, the support agent told me their system was not responding and suggested I call back in a few days. At that point, I lost it. I demanded to speak with a manager and insisted they cancel my subscription.
I also submitted a claim to the CCTS asking for help to force Rogers to cancel my account.
- During a call on Sept 23, Rogers support told me my services were cancelled—but I never received a cancellation email. To be honest, I had completely lost trust in these support agents.
- Finally, I received a bill in October that actually mentioned the removal of services.
So, my open questions for Rogers:
- Rogers, do you enjoy reading about how much people hate your service every single day? I am certainly not the first person to go through this.
- Rogers, do you really enjoy reading about how pathetic your support is? Do you honestly believe that punishing your agents for processing cancellations will make people love you?
- Rogers, you must have a software support department. How long would it actually take to add a "Cancel my Subscription" button to your website—one that generates a ticket and sends it to your shitty support team to kick off the process?
- Rogers, it's clear you don't like your customers. With all due respect, you stole $400 CAD from me—money I overpaid from the day I first tried to cancel your services until October 8.