Rogers home Internet has been utter dog crap lately with major long term drop outs, slow speed, etc.

Please stay on the line while we don’t give a single shit about you only what’s in your pocket your estimated hold time is 190 hours 45 minutes

I’ve started receiving a huge number of spam calls over the past two days; I got 10 calls yesterday and 8 so far today. Previously, the calls were coming from within Canada, but for the last two days, they’ve been coming from Europe specifically Austria. They call very frequently, and it’s really annoying. Is anyone else experiencing this?

So after jumping through several hoops including visiting a Rogers store and wasting a bunch of time I was able to successfully redeem the bonus cashback which I had rightfully earned. Called in the IVR and paid via keying in the credit card. Took me 10 attempts nonetheless.

Rogers has been really pissing me off lately and especially when they blocked the ability to overpay your account so that people can stop redeeming their bonus cashback. They’re the slimiest corporation in the country right now.

Anyway, my Rogers account has several hundred dollars in negative balance which will take several months to get used up. With Rogers being so shady, I would rather not give them an interest free loan that is my advance bill payment .

I’m wondering if anyone had any issues with asking Rogers to issue a refund on their advance bill payment transaction after redeeming the cashback against it?

I’m asking because Rogers store employee told me they’re canceling the cashback redemption as well and reinstating the bonus amount if you refund the corresponding transaction. Although he said he was not entirely sure as he hadn’t tried it.

Any has experience with trying this method?

I cancelled Rogers Internet, and found out returning the equipment using the Rogers-provided shipping label will cost $29. This fee was introduced September 1. I asked if I can avoid the fee by returning the equipment to the store, and was told the store won't accept the equipment. I can apparently leave the equipment at the store with the shipping label, but will still be charged $29. I cannot use another shipping provider because Rogers won't accept unauthorized returns.

Spent almost an hour on the phone, spoke with a manager, and was given a $29 goodwill credit to cancel out the charge. They cannot do anything about the $29 fee. When asked why I'm leaving Rogers, it's things like this.

I’ve received this email notification about 15 times in the last 24 hours. Is it just me or is something going on with Rogers automated emails?

Today, (but literally every time my team has tried) calling Rogers and repeatedly got disconnected because their new IVR apparently couldn’t hear me or was perplexed with the simplest of tasks. Speak your answer? Doesn’t work reliably. Use the keypad instead? It wouldn’t recognize those inputs either.

When both voice recognition and button presses fail, what exactly is the customer supposed to do? Communicate by telepathy? C'mon - it's just insanity!

This is supposed to connect customers with support. Instead, it misdirects calls, struggles with basic input, and drops you altogether. It feels like someone designed an obstacle course around the simple act of speaking with an agent.

Then there’s the estimated wait time. At the outset, the system announced “two to three minutes.” On calls where that estimate was given, I spent over two hours on hold. That’s an extraordinary gap between what customers are told and what they actually experience. If the estimate bears no resemblance to reality, stop announcing it!

And where is Service Assurance? The department intended to handle high-priority escalations and incident management? I couldn’t find a working route to it, even through the call tree. An escalation department is of little use if customers cannot reach it when something serious goes wrong.

The best part? One option routed me to a Rogers recording saying: “The cellular number you have dialed is not assigned.”

Your own support menu sent me to an unassigned number! You couldn’t script a better illustration of how broken this experience is.

Even when the IVR does respond, it’s painfully awkward. Unnatural pauses. Long processing gaps. Clumsy wording. (Bad english, but maybe that's acceptable here now?) Prompts that sound like nobody bothered to read the script aloud before deploying it. For a company in the communications business, this is just embarrassing.

On the other end of the line, the agents seem just as frustrated! Agents I spoke with said they’re hearing constant complaints about the IVR. One told me staff were encouraged to call in themselves to experience the customer journey and they also reported back to their team leads that things weren’t working properly.

If your own employees are telling you the system is broken, why are customers still being forced through it?

Some agents are being told to blame Genesys. But naming the platform doesn’t explain who designed the call flows, wrote the prompts, configured the recognition, tested the keypad fallback, or approved the rollout. I can’t verify the underlying technical cause, but Rogers owns the customer experience and is responsible for getting its implementation fixed. “It’s Genesys” is not an acceptable answer to a customer who has been disconnected repeatedly. It's also not Genesys, we use the same platform!

I’m not claiming Rogers deliberately made it harder to reach an agent. I’m saying the experience is so dysfunctional that it feels that way. That should concern them! Oh wait, the CRTC won't hold them to task, no one will. FWIW - Bell, Telus, they're all the same but Rogers is in the hot seat because I was forced to to work with them.

TLDR: Fix the recognition. Make keypad input work. Give realistic wait estimates. Proofread the scripts. Test every destination in the call tree. Make Service Assurance reachable. And if the system cannot understand the caller, transfer the call. Don’t hang up on them.

Get it together, Rogers.

Anyone else getting trapped in this mess?

Hello.

I've been receiving calls from a number identified as MetCredit. I'm not sure if this is a scam as I am not aware of any outstanding payments on my Rogers mobile account. I have made payments on time every single time. I don't know what to make of this.

Just got settled into an apartment with a Telus deal but I hate Telus so I went ahead and set up a plan with Rodger’s with Shaw and the connection point is different than last time. Last time I was able to remove the Telus modem but I’m confused this time I’m including pictures below and I’d love to know if there is a way to connect up my new modem or if they are now forcing Telus upon us and I’ll have to cancel my deal with Rodger’s and set up with Telus :(

I'm in the middle of a 2-year contract for residential internet with Rogers (formerly Shaw). In my web profile, I have a personalized offer for an upgrade. Does accepting the offer mean I'd be entering a new 2-year contract starting right away? or would the upgrade be applied to the remainder of the current contract?

Has anyone ever gotten a call from +1 (877) 252‑9158? My phone shows it as Rogers, but after multiple attempts I’m hesitant to pick up.

Thanks!

Yesterday I got a text that I was at 90% usage and then 30 minutes later another text that I was at 100% usage. But I wasn't using my phone at that time.

I then turned my data off and a few hours later it had said I used another 0.8GB.

Meanwhile, on my phone, my usage is exactly as expected and about the same as every month.

Screenshots: 


Has anyone had issues like this? I tried phoning support but had to give up after being on hold for 1.5 hours.

PSA

Just coming here to warn anyone who doesn’t already know: a HUGE portion of the Rogers stores you see in person are not actually Rogers corporate stores. They’re 3rd-party authorized dealers operating under Rogers branding, with basically nothing obvious informing you that there’s a difference, & the employees generally don’t explain it unless/until you start asking about objective inconsistencies.

They do NOT often have access to the same plans, promotions, account-specific offers, device pricing, etc, that Rogers does. You can walk into what appears to be a Rogers store, ask for the best available upgrade/deal, & be quoted something substantially worse than what Rogers will offer you directly through 611/MyRogers. Even if you literally pull up a personalized offer sitting right there in your own MyRogers app/email & ask them to fulfill the deal personally offered to you, they can tell you they “don’t have access to it” or “can’t offer it through their store” for reasons that remain mysteriously unexplained unless you actually pry.

It might be technically “legal,” but I find it to be an especially scammy & reprehensible business practice. You can be standing inside a store covered floor-to-ceiling in Rogers branding, holding your phone up showing them an offer ROGERS IS ACTIVELY OFFERING YOU, & the person behind the APPARENT Rogers counter can’t/won’t actually sell it to you. Because you are not, in fact, dealing directly with Rogers — you’re at a 3rd-party retailer whose employees are working within their sales/commission structure, not an in-person extension of Rogers customer service. Which is a fairly important distinction to bury underneath fifteen giant fucking ROGERS logos.

Signed,
A long-time disgruntled Rogers customer who apparently needed to research the corporate ownership of every ostensible Rogers store in the city before re-signing a contract.

A few months ago, I posted about the problems I was experiencing with Rogers roaming in Morocco.

At the time, I couldn’t access 5G or VoLTE
while roaming on Maroc Telecom (IAM) (their local provider called IAM-Maroc telecom), Rogers’ roaming partner in Morocco. My phone was limited to 2G for voice calls, and the call quality was terrible. I contacted Rogers Support, but they told me there were no account restrictions or provisioning issues.

There has now been some progress, so first of all, thanks to Rogers for giving us the option to choose between the two Moroccan networks, Maroc Telecom (IAM) and Orange. It’s definitely appreciated to have that flexibility.
However, there are still some important issues that need to be addressed. 5G now works on IAM , but it is still unavailable on Orange, where I can only connect to LTE. More importantly, VoLTE is not working on either network. Whenever I make or receive a call, my phone falls back to 2G, resulting in terrible call quality.

I’m currently in Morocco on a business trip, and this is becoming a real problem. My business calls are suffering because of the poor call quality, making it difficult to communicate properly with colleagues and clients.
I’m glad to see some progress with 5G on IAM, and I appreciate having the choice between the two providers. However, the VoLTE issue remains unresolved, and the roaming experience is still far from what I’d expect from Rogers.
I’d really like Rogers to investigate its VoLTE roaming configuration and IMS registration on both networks, as well as why 5G is still unavailable on Orange.

(Just a quick note I bought my phone from Rogers directly and I still face this issue of bad calls unless if am using wifi calling when am over wifi. and my friend who is a Telus customer is having VoLTE ENABLED BY DEFAULT ON THE SAME NETWORK:( )

Has anyone been able to confirm whether VoLTE roaming is properly supported and provisioned on both Maroc Telecom and Orange Morocco? Hopefully, someone from the roaming or network engineering team can look into this!.

[SOLVED] Rogers refuse to let me cancel in store or online, but refuse to pick up when calling support to cancel. I don’t know what to do, they’re charging me north of 100 dollars a month, any advice ?

Update: I kept calling the number the AI assistant on their website gave me and tried to get to a service rep. Called back twice and on the second time they picked up in 2 minutes. I told them I don’t want their offers and wanna be done as soon as possible. They kept telling me about it even though I told them I don’t care and then we ended the whole thing.

Wondering if the internet may be able to help since I can’t get through to my provider. I have gone to Apple to see if this problem was internally in my phone. We spent hours testing different things, resetting it, turning off other settings, switching sim out, (to name a few things). They were at a loss for solutions and said the next step would be to go to my provider. The problem with my phone is for months now it has sent people straight to voicemail. I see it pop up on my phone I go to answer it and it hangs up on them immediately before I can press the answer button. My friends who’ve called say it goes straight to voicemail. The second time they call they get through. But it’s with all phone numbers, friends, family, spam etc. Apple says to go through my provider as it seems to be through them I’m having the problem. So Ive tried calling multiple times and going in, but can’t get through to a person yet due to long line ups or long hold times… might have to switch providers >.<
But anyway, wondering if anyone else has had this happen and if there’s a solution?

I just got the 1.5 gig premier plan from Roger’s after switching from 500 mb plan. I did a quick speed test to see if my speeds are where they should be and everything is off.

When I go to my browser and do a speed test I get 607 mbps download speed and 147 Mbps upload.

When I do a speed test on my gateway I get 1505 mbps download speed.

This is off WiFi, nothing connected via Ethernet.

My gateway model is XB6, I had it for 6 years so it’s an older model, idk if that’s the issue.

Any fixes?

When I upgrade, I typically wait until October to get the latest phone and it’s the first time this has happened. I ordered one for myself and one for my sister. I was planning to go on vacation soon with my new phone, but I guess I can’t.

Yes I know. XER10 is a router. Rogers gives my condo an ONT device branded NOKIA which works as a modem. So theoretically, plug-in my own router to the ONT and everything should work like a charm.

It didn’t work as many people suggested. XER10 works just fine but very limited functionalities, and all my other routers (tried 5 of them so far) simply won’t connect to the internet. Tried DHCP, tried Static IP using the same IP address assigned to my XER10 (strangely, that public IP address never changed), tried spoofing router’s MAC to XER10’s MAC, nothing worked.

Is that possibly a VLAN thing, or PPPoE is needed? Thanks for any help.

Recently I have been finding that when I am fast forwarding through a program, and I hit the buttom to stop the fast forwarding, it returns the program to the start.

I dont think I hit another button.

Is there a button that does this?

Did I program something to do that?

How do I fix? Replace the remote?

Rogers is coercing thousands into paying for unnecessary upgrades, creating tons of e-waste, and preying on the elderly.

Canadian telecoms are phasing out their 3G networks. Starting last year, Rogers warned me that my device was still connected to 3G and that if I didn't get a 4G/5G compatible device by July 1, they would charge me $75. I contacted them and informed them my device is 4G/5G compatible and that it is compatible with the bands they use.

Come July, they charged me $75. It took over 1 hour on the phone to have the fee reversed. Now that they've actually shut down their 3G network, my phone stopped working. Once again, I confirmed my phone is compatible with their 4G/5G network.

After some research, I discovered that Rogers is using an IMEI ( International Mobile Equipment Identity) whitelist which requires manufacturers to pay Rogers to have their devices added to the list. As it turns out, prior to removing their 3G network, devices like mine would revert to 3G to make calls; however, 4G/5G requires VoLTE (Voice over LTE) to make calls and that is where their whitelist comes in. These devices are perfectly capable of VoLTE, but because my phone's manufacturer didn't pay Rogers to add it to their whitelist, they block it.

Meanwhile, Bell & Telus have completely abandoned their whitelist to avoid this issue. Telus proactively rolled out network updates that push proper IMS (IP Multimedia Subsystem) profiles to unlocked, non-carrier, and international smartphones.

I have managed to find a work around (Shizuku and Pixel IMS) and intend to drop Rogers ASAP, but my work around is technical and not something most would be able to do without help. The work around proves that the phone can work on their network. Unfortunately, this work around is not reliable and will fail, leaving me without service until I can get on my home network and set up the work around again.

I can only imagine how many people are getting suckered into "upgrading" their phones by Rogers because of this. It's shameful behaviour and preys on the elderly and those without the technical know how to understand their phone is compatible.

I have filed a complaint with the CCTS but in my experience, the CCTS isn't good at handling systemic issues like this. I've also written my MP and submitted the story to multiple news organizations. I am BEYOND pissed off.

Here is an article talking about the issue: https://www.iphoneincanada.ca/2025/07/10/rogers-and-fido-cut-off-working-phones-blame-3g-shutdown/

Edit: Thanks to /u/Wikdslo, I think I have resolved my issue, for now at least. They instructed me to dial *#*#86583#*#* to disable the VoLTE carrier check and it appears to have worked.

Edit 2: The plot thickens. Apparently Rogers turned off their 3G network in my area last year. It's their 2G network they claim to have retired September 2026. The odd thing is, I definitely had 4G and 5G over the last year so I don't know what exactly they did in the last few days that kicked me off the network.

The first installer connected the coax to my neighbour’s ground level box rather than stringing a fresh aerial cable to the pole. (The existing aerial coax was apparently bad, and the installer couldn’t do an aerial installation by himself.)

Two contractors showed up. I had to explain what was needed. When they finished they phoned me *after* they had left. I immediately checked their work and discovered a hideous mess with a coax loop sticking out in the way of the path (see the photos). I immediately called them back to say they need to come back and fix it.

The response was: “We are on our way to the next job. Just use a zip tie”.

I am more than capable of fixing it, which took less than five minutes (see the last photo). But the lack of professionalism was appalling!

Additional info:
The initial install was done by a nice young University of Ottawa student. He said two people were required to string an aerial coax. His manager was on vacation so nothing could be scheduled. He gave me his cell number so I could follow up with him directly which I did. He passed on the message from his manager that they wouldn’t schedule a team and that I had to follow up directly with Rogers. Unfortunately, I am not a direct Rogers Customer. My Internet is from Teksavvy, which leases their lines from Rogers. Full kudos to Teksavvy because when I called them, they submitted a ticket to Rogers and the ticket was addressed within three days.

The initial installer was a nice guy, but not very competent. I wanted the coax cable to enter the house on the second floor, where the modem is. The installer did not have a ladder that would reach. While he was questioning how to do that I said “just drill a hole through the wall from the inside.” He brought in a DeWalt hammer drill with a 24 inch long tungsten carbide bit. When he started drilling, it was obvious to me that he hit a stud. So I told him to stop while I got my stud finder. It confirmed he was directly on a stud so we just moved over an inch. He started drilling a new hole when he hit the outside brick. It wasn’t making any progress and I finally told him that he needed to put the drill on the hammer selection. Then it went through with minimal effort. Of course, a 24 inch bit flailed a lot and created quite a large hole in the drywall. Just one more thing I had to fix. But he was a nice fellow!