Customer Service Scoreboard
Horrible customer service! We complained about our driveway being destroyed by the Cogeco contractor. They dug under the driveway to insert a tube for the cable. Driveway was installed last year, now it is all cracked. We asked to be reimbursed to have the driveway replaced. So far no resolution. It's been almost 2 months. They had no idea that this work was done in our area in the first place! The worst experience dealing with Cogeco! And we are not done yet!
All I have to say is absolutely the worse customer Service I have Ever seen..Cogeco gave us a new modem and it is absolutely HORRIBLE ZERO range so they offer wifi boosters which I have to Pay for shocker they started offering them when they came out with this new modem..They have Noooo idea what they are doing several different people and all of them say different things that can be done.They seriously need to have some training.Can not wait to Cancel my Service with Cogeco
Where to start with these folks. We had a tech come 3 years ago to fix our canle box which resulted in him cutting a perfectly good line to have to putba new one in. While going to the green box, he proceeds to use a piece of wood and my pool solar blanket to get over the fence and rips our solar blanket.
We have people come to bury the line only to tell us they wont do it until we get a new fence. Fast forward 2 years we get the new fence in and they say someone will be at your house between 9-5 to do locates. Nobody shows up and it gets submitted online. They show up for the bury and then we are proceeded to be told they cant do it due to to much concrete and leave - havent heard a thing since.
We are still trying to get our money back for our solar blanket and was told numerous times from supervisors it will get escalated and it never does. This company is a complete joke. I will be filing a CTC complaint against them.
Again intermittent internet connection. Anything streaming will not work. Cuts in and out. Trying to work from home is like watching paint dry waiting for even an email to come in. Thanks cogeco for taking our money and reducing the service again. During issues like this a credit as a minimum should be set to every customer.
Even to send this......if you receive it took 8 try's
My area has just had a full week of "we are working in your area and you might have interruptions to you service." I had a 36 hour outage, no internet, no TV. Ehen my service came back on it went off every day at midnight. The interruption was supposed to be from the 12th to the 16th. Today I got another message saying there would be another full week of interruptions yet again. I am sick of the shoddy service from this company. I would not recommend Cogeco to anyone. The service is appalling.
Regret switching to your service from Bell. First there came a service guy from your company to install the connection, who had no idea as to what he was doing. He couldn't find the cable source inside and hence connected a live wire all the way from my house to the green box on the side walk without informing us properly. The worse was he ran the line through my neighbor's property. Until my neighbor complained about this the following day, I had no idea what had happened. When I called asking them to send a tech to source the proper connection, the answer from your telephone support was that there was no one available for the next 3 days. Even that, I was put on hold for 30 minutes. Had no choice except to wait till today. Guess what, someone came from your company, parked outside and then just left. 0 stars for u guys. Unbelievable how u can do this.
I requeseted a new service for our new location over a week ago and thought I was covered but now I find that the necessary equipment is in the mail and I will be expected to make the hook up myself. Thus is not just a matter of plugging in a phone jack bit involves setting up a modem and PVR for Cable, Internet and Phone. I need it for this coming weekend when we will be moving in. I requested the service for Thurs Jul 16 but found out this morning that that there will be no service person available. This is unacceptable! I am 88 yrs old and my wife 84. We will need some form of communication in case of emergency when we move in on Sunday 19 July
I had bad customer service man refused to help me because I forgot my pin.i called back and had no problem lady helped me.i just wanted to let you know how frustrated I was the first time I called I have been a customer for twenty years.and I was never treated so badly before
Second time I called the lady was very helpful and kind. Hope to never go through this again.
This company " cogeco "
Sucks the Fing bag plain and simple ..
Wish we ALL would sign a petition against this company and send them right back to GARBAGE LAND where it belongs.
Rude representative's Garbage customer service.
No monthly statements for 3 months finally called in and got in trouble telling me why I didn't call in due to my monthly statements. Since when do I have to do cogecos job for them.
So I got slapped with an additional 300.00 fee cuz my promotion was up ..
Gee thanks for notifying me.
This felt as if it was
premeditated.
What a money grabbing scheme theirs ...
Gocgeco can go n F itself.
Their latest about trying to help everyone during the Covid crisis. Not!! A little over 1 week into our 2 week post travel quarantine and now no TV or internet And of course not helpful on the phone and not going to make a house call. I get not coming, but maybe drop off a new cable modem, or at least try to walk us thru some efforts. Nope. Standard routine, and we don't care!
I guess I'm rereading old books, meanwhile my college son, who now has to be online, will jeopardize his year
Horrible company DO NOT recommend to anyone they offer decent deals to new customers only they double billed me and said it was normal no explanation yet in the 3 years I had them never was double billed and continuous 1 time adjustment fees horrible customer service not one good thing about this company no way to get to higher ups it seems they keep sending you back in circles they are a joke
The ONLY reason anyone should use Cogeco is the there is ABSOLUTELY no alternative. This company is terrible in every aspect of their operation. Their service is incredibly bad with it taking over one week to have someone simply drop off a replacement cable box when their cheap garbage stopped working.
Since you changed the TiVo interface it is recording 12 - 16 programs a day that have nothing to do with our viewing habits. Not only that but despite my deleting the episodes it continues to record multiple episodes of shows I don't want - and cannot be deleted as a group, but only one at a time, which takes much longer than the old system. I cannot seem to find the path to prevent these from being recorded, they do not appear in to do list or any of the manage categories and when I did not 'clean it out' for 3 days it recorded 50 unwanted, multiple episodes of shows we have NEVER viewed. Unlike Netflix which makes recommendations based on actual viewing habits - this is simply annoying! Is there a way to disable it completely?
There are some features that are more efficient but general it is far from an improvement- and it would have been actual customer service if you had bothered to notify your customers, and provided a link to an on line guide.
Another reason for your users to complain about Cogeco - which could easily have prevented - if you cared or made the slightest effort - shame on you again!
Cogeco in not a reputable company. Do not answer complaints do not answer to customers. I had to change the name on the account because my mother had pasted. It took over 5 months to be reimbursed for $379. Now I am being charged $75 to cancel an account that my mother had for years. I DO NOT RECOMMEND THIS COMPANY TO ANYONE. They can wait the 5 months for their money.
I am so glad to see I am not the only one. How is this suck ass company still in business? I have been a Cogeco customer for 20+ years. Not been good. We have phone, internet, cable bundle and yet we pay well over $230 a month! This includes absolutely NO EXTRAS. Basics and even those are garbage. The cable freezes, pixellates, black screens, etc. every single day. There have been days, weeks where I could not watch the channels I normally watch. Now....stay with me on this. I despise them. I pay my bill but I refuse to be part of their pay up front (if you look they charge a month in advance, I contacted the CRTC about this years ago, they said it was OK) so they'll get paid when I get it. This is a direct quote from my bill "You have not responded to our first disconnection notice, so our technician has interrupted your cable service at home." Now....our cable was NOT cut off but the channels we watch were unwatchable because they were so scrambled. Conspiracy? I think not. They totally F with us and are like the mob when demanding payment (for crap service all round.)
I'm not really imagining that this will help, given my experience to date.
Loved my experience with the initial agent initially - very friendly, helpful, tried to get something set up more quickly for my mom given she is without a phone and is in her late 80s. Pushed it up the ladder and said she was told we would hear back within 24hrs, but no contact. Tried to call several times, but after 20-30 minutes on hold each time, gave up.
Finally got through today - and because I never rec'd the order info, as promised - asked for a re-send. Also asked to speak to a supervisor as I was hoping, if not a sooner appointment a narrowing of the window to at least 1/2 day instead of all day. Not at all sure how a business can be run without some kind of scheduling......
Was told no, no narrower window, can't be done. No, you can't speak with a supervisor! Insisted to speak with someone, waited on hold again, got a canned speech about what the supervisor said, repeatedly (guess what, understood the words the first time, just didn't like what I was hearing). Again asked to speak with a supervisor which she allowed that I would be able to do so long as I agreed I understood what I had just been told. Then transferred, where I - again - eventually gave up holding. I am wondering if the supervisors are SO busy with complaints they can't manage to get to their customers in a timely fashion or if it's a delay tactic to make customers go away.
So, now I'm reading through the order info, and it's wrong. None of the LD on the home phone that I ordered was showing. And - and this is a BIG one - the "deal" I was given turns out to be limited time which NEVER was mentioned when I discussed what my mom wanted, so that means I'm going to have to deal with all of this again in 1 and 2 years respectively depending on the service.
So, since I couldn't actually reach someone to speak with that wanted to try to help me, I tried a livechat. Kind of slow, but we got there and they had to update our order to get the LD on the phone added in, but even that was a struggle as I asked about Europe and North America, was told Europe was added, so I inquired again about North America and was told it's also in there. Why oh why is this so tedious.
Lost me as a customer years ago and I had originally thought things were better when I made the first call on behalf of my mom, but I can see that there is no improvement and that for my needs I made the right choice in moving to another provider. You'll have my mom's business - for now.
Our Cogeco line (TV, Internet, Phone) went down last Christmas day 2017. A guy come in and said cable was shot so gave us a "temporary" line over our neighbours lawn over a tree and into our house, with the promise that a new underline cable will be installed in the spring. Phoned in April 2018, they said nothing is showing on their records about our problem!! They told us they would put the order in, should take 8-12 weeks. July rolled around still NO work done!! With their lip service they promised it would definitely be done in 8-12 weeks (heard that story before!!). It is now October 12, 2018, so phoned one more time to be told it "should" be done by end of October!! More lip service, not believing them I said what if it's not done by the end of October? They then had the nerve to say then you'll have to wait till next year!! I said well that won't matter because Iv'e had enough of their BS and will go somewhere else for service. I have been a Cogeco customer ever since I came to Oakville in 1976. At no point has a Manager ever called me back (even though I was promised they would 3 times). Their customer service is the S***S and if they don't fix by the end of October I'm cancelling. I don't think they give a flying you know what!!
Cogeco Has The Worst Customer Service. There Was Not Once I Had A Good Service When I Called Them. They Need More Training On How To Deal With Customers. All Of Them Are Very Rude And Not Too Helpful. I Called Today For The Last Time (thank God) And I Was On Hold For An Hour And 18 Minutes, But They Hung Up. Big Waste Of My Time. I Had To Call Back Again And Waited Another 40 Minutes. I Was Finally Able To Disconnect From Cogego. Never Again!!!
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