Cogeco Customer Service

Their customer support is awful. They often blame my modem for issues when it's clearly their service, as several neighbours also have no internet. They have twice now cancelled tech visits without ever notifying me (tech just doesn't show up).
Worst of all they raised my bill without telling me. When I called and complained, they told me I'd see a credit on my next bill. Turns out they're spreading the credit over 3 months, so they just make off with my money if I leave in the next 3 months.

I dealt with this company 1998 when the took over a small town cable TV service...from day one problems which they wouldn't fix or give me a cerdit..the prices went through the roof..customer service was terrible. I SEE their rating haven't change much..when the service worked it worked good..I pay another co company for their internet it's good expensive...I checked their site for prices ..what's the big secret state it ..not having to see if is available bs..what happened to the price on things ? Anywhere

Epico is an Epic fail. I do not like it.

Terrible service
Unreliable
Never show up when they are suppose to
Telephone people are no help

Terrible Company Terrible Customer Service. slow and spotty service

Epico is an epic disaster. It is enough to send us to Cogeco's competition for TV and internet service. The system is slow and the interface/remote control is the worst-designed device we've experienced in years. PLEASE ditch this product and replace it with something that actually works.

Unfortunately, the service is really bad!
Never, never, use Cogeco.

I don't appreciate someone, wearing a cogeco jacket, coming to my house at almost 8pm on a Friday night. With a no soliciting sign on my door. I don't have or want cogeco they Knocked twice and when I answered I was asked if I was sleeping. I asked if they were soliciting and got an answer of kinda sorta. Wtf! When I need something from a company I deal with I will call them and make an appointment Leave me alone cogeco.

I had cable put in over a week ago and since then I have had 2 teck guys come and it worked for 1 day. I call again and now you want me to wait until Sunday for another teck to come out. This is really unacceptable. Very poor service and I am the one who suffers while paying for the service that doesn't work
Very unhappy. Please try and fix this and get someone out here ASAP.

I suddenly started having issues and have been waiting over 4 months for construction and maintenance to come out and repair the lines. I keep getting emakls apologizing for delays but they never come and do the work. In the midst of teying to solve this I was told by Customer Support that I had to swith to Epico as the other was no longer supported. Epico is the worst! To make matters worse, my ljnes are still not repaired and I cant watch tv....I think its time to call BELL.

I was with Cogeco for close to 5 years. I had signal issues at one point and tried a smaller internet service which was even worse so i went back to Cogeco. when i moved to the other side of the province recently my TIVO box died so Cogeco sent me their new spectacular EPICO boxes. The modem they sent me had better signal strength and way faster downloads but The TV boxes freeze all the time!! There are countless reviews all over the internet with people having the same issue. I called to cancel my services and spent 70 on the phone just to do this. I live in a small town of 5000 people so I am now with BELL since i don't have many options.

Absolutely crap. Cogeco Customer Service is beyond condescending and insulting, they are lazy, inadequate and uninformed on what their actual services are and how they work (eg. email). They mispronounce your name and then are insulted if you tell them the correct pronunciation!
I was transferred to another department and the hold message indicated it would be a 10 minute wait = waited 80 minutes only to get another 10 year old to deal with.
Cogeco needs some training in communication skills. Maybe try hiring people with people skills.

Cogeco recently did some work to ours neighbors line, and somehow disconnected service to my house. I have been on the phone all day trying to get someone out here to fix the problem caused by Cogeco. Costumer service representative have been giving me the run around all day. It is pissing me off. You caused the problem, you should be out here fixing right away. Not whenever. Totally ridiculous.

We had tivo for years with no problems then cogeco said they no longer support tivo...ours started to have signal problems...we had to switch to their new system Epico...epico system sucks big time..its glitches and freezes on a regular basis...it is a poor system for streaming...we pay way too much for a piece of crap that is inferior to other products...not user friendly...remote is poorly designed as well...COGECO SUCKS!!!!!

Two weeks ago we lost all service. Two days later they said it was fixed. we called, no service. "it is only you. They needed to initiate a service call. Three days later a tech arrived. " That is a Maintenance call but it looks like you need a new line from the pole. Six days later a "maintenance guy" came by. He would not acknowledge or talk to me. A reset from the comfort of his van and gone. No chance to express any concerns. Now two weeks late we find ourselves back at the same situation. COGECO is not interested in customers, time to move on.

Decided to switch from Bell to Cogeco after a sales rep visited our house. They failed to show up for the install appointment 2 weeks in a row (I spent 9 hours both days waiting and received no call from them). On 3rd appointment when they showed up they discovered the distance to the street was too far so no install (they were going to use coax, not Fibe). We also found out they cancelled our Bell service (to port our land line over to Cogeco). Without any Bell service for 8 days. Finally gave up and called Bell. They came in 2 days and hooked us up to true Fibe. Cogeco technician told me their customer service has been outsourced to a 3rd party. They were extremely frustrating to deal with. No escalation process and up to a week to call us back. The worst customer service I have ever experienced.

COGECO IS GARBAGE!!! I have tried all the major Telecom companies amd Cogeco is by far the worst I have seen. Hardware is old and terrible. Customer service usually can't fix or support you. The only reason I'm still a customer is because they are the only provider in my area. DO NOT GO WITH COGECO

Cogeco has the worst home reception than any company in the world! Keeps cutting in and out freezes just goes on and on . I pay big bucks for the worst service. It's time for something new .

I pay quite a bit for the service I have and I can't even use it. I have lived in my place for 1 year and have had to get 3 new boxes. The box I have now doesn't work again. This is twice now that they said they were coming and didn't show up. I have had to cancel appointments for this. They couldn't even have to respect to call. This is a horrible company to deal with. The customer service is just awful.

We are a 50 year customer of Cogeco.
We have wifi, cable and landline telephone.
We are moving out of town and we were informed it would cost us $75.00 to cancel every and all 3 services, totalling $225.
We are senior citizens and consider these fees extortion amounts.
Sharon M.

Not impressed with Cogeco, rate increase four months after entering contract, constant service interruptions, incorrect personal information on file, indifferent customer service. Very disappointing used both Shaw and Rogers before and they were fine and this given the fact Rogers owns 41% of Cogeco. I invest in Canadian stock market, would not buy. CRTC is oblivious

Business internet went down - found out that modem fried due to a power outage. They say it can take about 4 days to get here to fix. THIS IS A BUSINESS that uses internet for phones and computers. So we're just supposed to shut down until they can find the time to get here? Ridiculous.

Constant issues with their products and the absolute worst customer service. Prices are extremely high compared to their competitors.

They just jacked up my rates by $50 for basic internet and a fairly basic TV package. When I tried to cancel my TV service, they passed over to another department, tried to win me back, put me on hold for a long time, and then charged me a $75 disconnection fee.

Avoid these people like the plague. You get a mediocre product at inflated prices.

Been without internet for 24 hours. Can't get customer service to tell me when it might be working again. Cogeco= poor service and zero customer service.

I had to switch all my cable equipment over to epico. They sent me a box full of equipment and a million cords. I was expected to put it all in myself... even with instructions all I could do was plug in the modem... then I was stuck. I called the technical help line and got Greg on the phone... he was SO friendly and helpful. Never made me feel stupid for not getting it. He talked me through the modem, the pods and setting up my television. He was fantastic! Funny and super patient!! Keep this guy!! Give him a raise!! He was amazing!!!

I have been with Cogeco for about 15 years, and I would not switch.
I very rarely have an issue with the service.
I am so impressed with the customer service agents. They are professional, efficient and a pleasure to work with.

Keep up the great work.

I had excellent service with a Nikala at the Burlington Cable Burlington Centre. She was very knowledgable, courteous and helpful to me. The experience was professional and most enjoyable. Excellent overall!

Excellent customer service at Burlington Storefront. Nikala was very helpful and certainly knows how to treat peoplel.

Laura & Catherine at the Burlington office have been marvelous to deal with in setting up phone & cable services for my husband in a nursing home in Peterborough. They were so sensitive to my husbands needs & preferences with tv stations & both showed such respect, knowledge, & caring about our seniors financial constraints.
Cogeco is very fortunate to have such outstanding representatives as Laura & Catherine.

Today I spoke with Angie S. about my Mom's account and asked about a long-distance plan.
Angie was vey sweet and helpful and gave us the choices. i then asked if, because my Mom, 95 years old, has been a loyal customer for many years and would there be a chance she might be able to get a better rate. She was such a sweetie. she then passed the call over to the Loyalty Department and we spoke with Tremaine Anderson, also a sweetie, and he helped us see what the best package would be for her. I can't tell you enough how helpful and kind he was and we ended up with a fair package for m Mom. My husband I also have an account with Cogeco and have always been extremely satisfied with their service. we have Cogeco Cable and telephone. we used to have internet but our new place had wi-fi included. As of January 1, 2023 we will be asking for Cogeco
wi-fi. thank you for your great service.
Ann Z.

I had 2 issues to deal with this morning. First was channel not appearing, and Susie(?)dealt with it quickly. Very pleasant young lady. 2nd was promotions update. Jacob was my rep and i was very pleased with discount. Very pleasant young man. Filled out survey thru email but didnt add my personal experience with these 2. Pls make sure their sups know how i feel. Thks. Pat Parent.

Hello,I live in Hamilton, and I called Cogeco this morning to place an order. The young lady I dealt with was courteous and professional, and the service I received was excellent as it always is. I recommend Cogeco highly.

I needed to cancel a channel service today, and I dealt with a wonderful woman, Julie. She was friendly, helpful, and went out of her way to make sure I was satisfied. She is one of the reasons I will always stay with cogeco.

why am I not receivingBusiness News Network Account

Had a 1 sec power outage today then went to work in Garage, when I returned and turned on TV, had no channels, called tech support , had problem fixed in seconds, also had a new remote being sent to me because other had broken buttons, and spoke to an actual english speaking person, Twice I called tech support since I subscribed and twice problem was handled immediately, So far very happy with them ,Keep up the good work and leave my rates alone and I'll keep on being a long term customer

We've had Cogeco cable T.V. for many years, and for the most part they will try to work with you to correct service or equipment issues. Prices are competitive, if you negotiate. In fact, we just moved our landline telephone service to them because they're $10./month cheaper than Bell.

Now for the really bad stuff. Cogeco will not respond in writing to any questions or complaints. They standard written response is "telephone us." When you telephone them, the first thing you hear is a recording telling you that; "this call is being recorded." However, try to get them to put anything in writing so YOU have a record. Good luck, the term "till hell freezes over" comes to mind.

I had an exceptionally positive customer service experience with Amy(rep) this morning, she recommended a better digital package for the same money I was paying for quite a while and also switched our account to unlimited internet.



An outstanding display of customer service by Amy (N2860) - hopefully her superiors at cogeco take note :)



Cheers! Chris

Great service at a busy time of year. Checked out other problem areas while he was here. very knowledgable and friendly. great service.

Cogeco phone service sucks! My line kept cutting in and out when I was talking. I switched to bell because they offer free long distance and the reception is much better.

Some time back I requested a new HD remote to replace the orriginal one supplied with the HD box. I have been remiss in not thanking you for this. It is wonderful not to require two or three remotes to operate my VCR or DVD player not to mention the TV .Thank you so much for your prompt, oourteous and friendly service. That service is exactly why I switched from Bell to Cogeco and it is greatly appreciated.
Jane E. White That code is almost impossible to decipher for us old folks J.

I am writing to express my sincere appreciation for the excellent, positive and comprehensive support I received from Megan yesterday!

I have been away for six months in Mexico and returned to find that my bank had made mistakes which resulted in a bounced check....they alerted me about that and suggested I call to advise your company to take the money out as it was now back in my account. This will be resolved today!

However, in my call I spoke to two customer service agents, Merill and Megan.

I was more than impressd by BOTH of them in their friendly, positive and proactive way of not only dealing with the initial reason for my call but also in the added help I received in answering questions and qualifying my needs with the company.

Their help was outstanding! I do not say that lightly!

They were patient, thorough, and suggested refinements to my packages in all areas of my account.

They had a thorough understanding of the services available and helped me in ways I had not anticpated popssibnle when I made the call.

To have found one person in Merril was a delight but to then be transferred to another representative, Megan, who was just as positive and helpful definitely made my day easier and services more accomodating to my needs.

Well done in your selection of representatives that makes staying with Cogeco a must for satisfaction!

Sincerely

Your SATISFIED customer

Margaret Fraser