Rogers Customer Service

User Reviews, Ratings and Comments

Rogers customer service is ranked #411 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 34.84 out of a possible 200 based upon 706 ratings. This score rates Rogers customer service and customer support as Disappointing.

NEGATIVE Comments

645 Negative Comments out of 706 Total Comments is 91.36%.

POSITIVE Comments

61 Positive Comments out of 706 Total Comments is 8.64%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Rogers

    Customer Service Scoreboard

    • 34.84 Overall Rating
      (out of 200 possible)
    • 645 negative comments (91.36%)
    • 61 positive comments (8.64%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.9 Issue Resolution
    • 2.7 Reachability
    • 1.9 Cancellation
    • 3.6 Friendliness
    • 3.0 Product Knowledge

Add your review!

Posted by Anonymous


I have been experiencing I have been experiencing intermittent outages at my home. I cannot reach anyone to express my total displeasure with your company! Your automated system is overwhelmed and the wait time to speak with a representative has lasted over 20 minutes. This company seems to have slipped so far downhill that it's time to look for a new provider. You are overpriced and obviously mismanaged.

Posted by Terna


If it were possible I would give Rogers Communication - 5. This is the worst telecoms company on earth. Despite their horrendous customer service, they will do everything to stop you from porting your number to a better provider; like:1) Sending text messages at 1:30 am for 90 minutes for you to approve a port. Knowing fully well that most folks would be asleep at that time so they can be justified to reject the port request. Why would they not send the port approval message vai your email heh and give you 24 hours to do that? Heck they send their previous bills via email. Go figure. Then when you call them to waive the need for a prior text approval they will simply ignore you. They will send your bill to collection the 1st time your are late to pay a bill so as to destroy your credit. My experience with them is that they are wicked and insidious. Stay far away from Rogers. When they acquired Shaw communications I knew customers where in for the shock of their lives. I have been proved right. Charles

Posted by Linda


The Royalty and retention department is not Royal to customer at all! They argue for any mistakes Roger's made on the bill. It was hard to connect. Hours hold time and disconnected after. I will switch if problem is not resolved.

Posted by Anonymous


The worst ever communication skills by the repersentatives. There ascent is just as bad as they are speaking some another language instead of english. Most of them are not clear about what yhey and that way they rob the customers bu putting them in contracts for long. months... Worst ever experince by rogers in canada . I could not think how a company like them is running how they hust trap people and then say no to their words

Posted by Duke


Supporting local business is something I am a large supporter of. This Rogers outlet doesn't value your time or want to retain your business.
When Rogers purchased Shaw, I knew it was going to be troublesome.
Rogers ported my number and blocked my number from being able to be ported deactivating my Sim card.
The first encounter was not helpful. "We are a retailer and need to charge you for a sim activation."
Thank you for the help.
As I called Rogers, the rep. noted my account telling me, "I have noted your account. This is a Shaw to Rogers port." You can pick up the sim card at the retail store. Just have the read my notes, and here is the reference number for this conversation"
Well, that got absolutely nowhere in this store.
Walking into the store again I could not over hear a disgruntled customer saying "I have been here since this morning, and it's another hour on hold" you had to feel bad for the customer who had his young daughter with him that whole time.
Speaking to the store rep, I absolutely got me nowhere
She did not even look at the notes.
The manager piped in, saying it's the store's policy. Without even reviewing the notes placed on my file.
I couldn't be bothered with time waisters. So I moved my service to BELL.
Don't waste your time in a store that does not value your time or retain your business.

Posted by George M.


Tried to port the phone number out to Fongo for saving the phone number for a year while overseas, every time a porting related text message was arriving past 90 minutes while my daughter was roaming in Poland. She had to send YES multiple times to the porting request, which should closed just pennies, as Rogers customer services rep had mentioned on the phone. Rogers ended up enabling a bypass to avoid SMS confirmation for porting. But, I was shocked when received the final bill, here is the line in it:
Event Zone 2 Daily Internet Rate 6 msgs 90.00
That's right, $90 for 6 text messages. I feel that Rogers robbed me and let me down. This was the last time I, my relatives interacted with Rogers/Fido/Chatr, etc. My daughter is back to Canada next year and will never ever go back to Rogers.
Never take for granted what you hear on the phone from Rogers representatives, they don't care about you, they will nail you down.
I am at financial loss right now due to outrageous charges that Rogers rep misled me about on the phone, that than financial loss, phone related service seemed to be fine.

Posted by My


Rogers is the worst company. don't subscribe to them. They happy to grab your money and refuse to let it go. Anyone tries to cancel the internet service was treated horribly. The only way to cancel the internet is to call in. That the first stupid process, because they refused to pickup the line. They let you wait for hours . I tried 5 times with being able to talk to them to cancel. I think we as consumer should file a class action lawsuit to sue Rogers for their purposely cheat consumer and not let us cancel ther services

Posted by Humberto


An Agent called me from Rogers offering a new service for my house, I tried to negotiate the price and because they didn't like it they told me to go and f*ck myself and I wasted their time. I won't order from rogers even if they do it for free now.

Posted by winstrain22


not happy with service at all. i was held in the online chat for 30 min at least waiting for a response- stepped away for under 5 min and they had cut me off (for the3rd time/attempt).
using the help line via land line- submitted to repeated messages "did you know you can chat online" anything but help from a live person --
Don't bother to try to contact me via my email -can 't access web mail

Posted by whocares


Dont ever get rogers, the company is a scam. If you get anything get pre-paid or you're setting yourself up to be milked.

Posted by Anonymous


I have had a mistake on my bill for just over $200 for 5 months. I have been on the phone with Rogers at least 5 times about this. Each time they keep me on hold for 45 minutes while they review my bill, then say the charge will be removed. A week later I get the same bill for over $200 in my email. There is zero accountability. I am extremely frustrated and will be moving to another service.

Posted by Anonymous


I tnought nobody could beat Bell in Customer Service. Rogers is actually worse. Terrible customer service.
They tell you that the hook up fee will be credited on your first bill then you call again and they say it will be credited on 2nd bill. Then 3rd bill comes and still have charges. Called again and am still struggling to get the 60 charge removed. Not mention I can barely understand the people u talk to. Terrible terrible interaction.
If anyone from Rogers cares u can callme.

Posted by Anon


It must be horrible working for Rogers while also trying to tell yourself you're somewhat of a good person.

Absolute scam company, monopolized Canada. Any other company with such a low customer rating would work on themselves. These guys don't give a $&@" because the government won't do a thing to help people either. Absolutely evil company. I feel for the employees that have to deal with their policies. Something needs to be done about Rogers and bell. Burn them down for all I care.

Posted by Anonymous


When are we getting back meteo media???????

Posted by Anonymous


A two hour phone process on hold constantly to have my wifi disconnected at one house and an appointment setup for the new house. Most frustrating 2 hours I have ever spent. Then I went to Oshawa Mall Roger's store to return the modem. I was told only one person in the store had access to make the return. It was 12:30 and I was told they would be in at 1pm. At 1:28 I left the store with the modem. I wasted another hour the person never showed up. Only 2 people working in that busy store. Roger's have no respect or interest for their clients time. A huge company making money hand over fist and this is the length of time it takes to make any changes. At 70 years of age I honestly have no patience for 2 hour waits.

Posted by Nel


I'm extremely disappointed with Rogers After switching to Rogers, both new SIM cards failed to display my numbers, causing havoc in my professional life. 7+ hours on hold, my old number is still inactive, one SIM card vanished, and my online account shows the wrong number. Unacceptable service have you ever checked your rating on different websites? It is max 1.8 such a shame ?
Why did you make a mess with a service that was working perfectly fine in Canada ???

Posted by Q


My girlfriend and I bought a house in New Lowell November of 2022. Being out in the country out internet options were low being Rogers or bell. Rogers told us in November of last year that we were good to get wired with fibre and set up a technician to come. Upon his arrival some days later he told us they had to put in a temporary line and his supervisor would be in contact with us and be back. After days of no answers and calling to try and get some help and being hung up on by the robot after 3+ hours on hold we were finally told we wouldn't be able to have their service until June or July of 2023. I hadn't heard from anyone as of late July so I called my Rogers contact and he was just as confused as I, said he would be back in contact with me. Well September came and I finally got a call from someone from Rogers assuring me that a technician had come to my house and we have the wire at the pole. I simply replied no offence but there's no way because nobody's been here or gotten ahold of me so I find that hard to believe. I was assured that it was there and ready to go from 2 different Rogers employees so I said okay great let's get the next available install date being September 25th 2023 12-2 pm. Upon arrival within 5 miniutes the technician told us that there is no line so there's nothing for him to do and left. So I started calling about and did get ahold of someone who transferred me to someone else, after talking with her she has simply said it's out of her hands so I politely asked to speak to a manager, once again I was put on hold and after 10-15 min the lady said to me unfortunately usually she can see how long it will be until a manager is available but it won't so unfortunately she had to terminate the call. I asked can you take my number and call me back she responded no which is absurd because they can call me for other reasons but when I really need help nope sorry. Also just for clarity my neighbours on both sides have fibre internet..... absolute nightmare it's like the blind leading the blind

Posted by Pritam


Sept 24 I had bad experience with rogers agent at mobile shop in superstore in delta bc.His name is (pritam)I whould never go back there.being loyal customer for almost 28years.no respect at all.All they want just sell their product to the customer.very disappointed.please follow up and respond back by email.this agent should not work with public.
Thank you

Posted by Cynthia


I have never had to go "toe to toe" with Rogers for 'complex' customer service and support until recently. Similar to the very detailed recounts by fellow customers, I too, experienced many if not all of the same issues: being 'tossed' like a football from one 'department' to another (not to mention across the country), a variety of 'guess' answers to a similarly and clearly expressed issue, getting cut off, I'll get back to you (they didn't), no awareness or acknowledgment of my time (days) spent trying to get clarity and confirmation and on and on. In the end, I made the necessary decision. What was the decision, based on what issue? Similar to others, our Coop has recently 'updated' to Ignite VIP from our previous cable service that was and is included in our rent. As with the 'old' system, third party streaming services, like Crave, need to be acquired independently. But what happens when the 'computer-AI' isn't programmed or doesn't understand that a client, who is already paying for Crave, just needs the service transferred over to the new system. Seems simple enough. Unfortunately not. This is not for the frontline operators who are just trying to make a living but to the administrative-human resources-training department at Rogers.Give your employees informed and up-to-date training with definitive answers. In the end, I cancelled my Crave subscription. I will not ignite a new one until I have received verification from Rogers that all of my previous accounts have been successfully cancelled. Only then, will I consider re-engaging with Crave. Meanwhile, I am enjoying my new, selfidentified Ignite service who when she doesn't know something, says, "I....".Best to all...

Posted by Meir


I was approached by a very nice Rogers door tondoor salesman, He convinced me that switching back to Rogers made sense now - So, I said I would.
We filled in all the forms and he gave me a date, an appointment for an technician to come to my home between 12:00 and 2:00.
Today's the day.
I took the morning off and waited for the technician to arrive.
Well guess what?!
It's now 2:40... and no one has shown up yet. No call - No email - No message - Nothing!
So, I called one of the numbers they gave me here - Only to be put on hold for 25 -30 minutes - Only to be told they can't help me (wrong dept.) Then transferred to Tech support, who didn't understand why they transferred me to his department. So he put me on hold and transferred me to some guy who seemed like he was interested in helping me - He too put me on hold .. and after about ten minutes of waiting - The phone went dead!

Maybe I just better stick with my current provider.

Their Internet may be slower, but their Customer Service seems to be a lot better.

Posted by Samsung


Ha e spent t 4hours on with 2 gents being hun up on and one agent offers me 1 thing other takes almost a hundred 60 bucks off my service I want give comne curiosity to say new uo coming deal bonus etc just charge me wht u want very uoset ove rthis hole experience with u shouldn't take 4hrs or more to cancela service change one

Posted by Anonymous


I've been with rogers for over 20yrs with all our service I was in once again another contract for 2 yrs with internet phone cable and my rate was canceled and was bumped up 80buck more amonth now when I calked say 3months later yes my fault I should watch my bills monthly more closely but I have trusted them big corporation I just see amount 480month and pay but got bill in almost double lastnonth spent 2hours on the phone with representing which we had a language barrier and had simple question I want to elimate phone cable which I rarely use just want high-speed internet and my bill was gonna be more with one product them with bundle I said had service for many yrs I dobt want no more contracts and he kept saying nothing could do so I xalled back today and spent 1hour 48min before someone picked up guess agents were busy and then spent another rhour with her putting me hold I explained to her its been 2half hours now and I still don't have a quote for my service to be changed I was driving and afraid bad area might loose her I confirmed my phone number 2 times and ask if she could call me back said yes so after her givibg same rate which the other agent gave me but actually 15 bucks more a week later I said no so I bascially have to sign contract for 2 yrs with u at rate of closing that act each moth for 24months paying 15month extra if I want out of contract and she said let me get supervisor for u spent another 42min on hold with her coming back 1 time saying number 9 in line there isn't many at 7pm I guess so waited and got disconnected 8min later no call back I am actually called back 59min ago still havnt heard from that agent and on hold again just to try to save money on my internet bill which went up 80 bucks a month but when they want a payment I get a mess the day my payments due u need better service for your customers it may be on my emailed bill amonth fine print but being a customer for over 20yrs with you I would expect you to send contract t is coming up due we have some new services bundles deals that would be customer service I pay my bills well just ended my 4hour rogers experience talked new repressive that gave me 130 dollars off my bill no contracts for my services and sint need to talk to a supervisor and make me wait 3hours I am blown away how some represntivecan make changes and not others or offer good customers better deals I have all this recorded aswell asrogers and I will not be paying a service charge for changing my act

Posted by Dag


Rogers is charging me twice for the same bill, bill that has already been paid. My wireless and my Internet accounts, were merged together by Rogers without my consent. It took them almost 2 months to address that issue and separate my account. I didn't My wireless and my Internet accounts, where merged together by Rogers without my consent. It took them almost 2 months to address that issue and separate my account.
I didn't want to wait with paying my bill so on July 31, I paid the bill. The end date for this bill was on July 23 (due August 14).
At that point, Rogers separated my wireless account from my Internet account.
Then, I got a new bill for the wireless service in the amount of $152.65. The end date for that bill was July 28 (due August 19). It looks like there is a LOT of overlapping there and I'm paying the same bill that I already paid.
I already paid one bill with the end date on July 23 and now they wanted me to pay another with the end date of July 28. Absolutely not I say. I will be more than happy to pay for the five days difference prorated but not the entire bill once again. Rogers doesn't seem to want to fix this and I've been getting the runaround for over a month now. I'm frustrated, I think it's negligence and lack of accountability on Rogers part. It's frustrating because on August 31 I had a conversation with the Rogers representative and he confirmed with me that this was a glitch in the system and dad it would be resolved quickly. It hasn't been and today I got a bill for over $323 because Rogers doesn't think that there is not an error in charging me twice for the same time period.

Posted by Anonymous


I called Rogers today around 11:25 am and inquire about the roaming charges on my phone. And i have a little argument with the customer service person and he called me ignorant and hang up.This is not acceptable.

Posted by DCAROCKS THE TRUTH


So we have India supporting our Canadians - Not Canadians, Not Americans - INDIA!
Canada needs a Canadian dedicated telecommunication company and ROGERS IS NOT IT but our government forces us because they DID NOT INVEST IN OUR TECHNOLOGY INFRASTRUCTURE.
Rogers takes hundreds from me a month and when the service goes out they recommend going to a website - NOW tell me does that make proper sense? The internet services is down and you are asked to go to the internet!! Ridiculous.
WHERE ARE THE CANADIANS THAT WILL CARE ABOUT US HERE IN CANADA NOT INDIA!

Add your review!

Posted by Chris


I would like to thank Rogers for excellent customer service. Having recently returned to Roger's I was having difficulty with the new remote. The service representative suggested the Seniors Remote. What a wonderful idea and I love it. Function keys are now much easier to navigate. I'm so happy to be back. Thank you Rogers and thank you for hiring excellent staff.

Posted by Anonymous


I found changing a few things for my TV a breeze.Rony from Hamilton was pleasant and very professional.It was a good experience.

Posted by Anonymous


I would like to say Thank you to JESS, from the Fairview Park Mall location for all the help she provided,during the struggles I had changing over my phone. She made it seem like a walk in the park.I would recommend her anytime for her great costumer service, professionalism,and warm welcoming smile as a great asset to the Roger's customer service.

Posted by Azzizzt


I have been having issues nonstop with my home phone, cable and internet for years...I have had to call Rogers countless times and have gotten nowhere. I finally called in again and got a representative name Courtney. He was the most professional, courteous, and helpful person I have ever spoken to at Rogers. He helped me diagnose the issue and arranged for a technician to come out the next day and fix the problem. He told me if it wasn't fixed he would escalate it to a supervisor and they would get it figured out. FINALLY someone who actually listened to what I was saying and was proactive in finding a solution. KUDOS to Courtney...he definitely deserves a raise and I would also suggest that he be the trainer for the rest of your rude, ignorant, lazy employees who never do their jobs.

Posted by Anonymous


I was having a problem signing into my Rodgers app on my phone. I called support to resolve the issue. I didn't get the ladies name. She was very helpful in resolving my issue. You need more ladies like her . Thanks again

Posted by John Robert


recently I switched my cable and phone services. these changes came along in the middle of the month so when the billing was sent to my Rogers account I was a little bit shocked. I called customer service and spoke to a young lady named natria.she immediately started to work on the credits and prorated dollars that would be applied to my account.I was given a time date that these would show up on my Rogers account and when I checked that it still had not come through. I called back to customer service on that day and spoke to a young man named Matthew.
not finished the process and was able to give me the dollars that my next bill would be and it was much much more reasonable than the first shock number I got. both natria and Matthew did a wonderful job of getting me to a place where I was relieved and the numbers were within my budget. also I received one free month of Stars TV and one free month of crave TV for the inconvenience that I went through during this period. five star work by both of these customer service reps and I thank them greatly. in my 72 years I still believe in the old saying treat others the way you would want others to treat you and going into these situations everyone should try that and you'll be pleasantly surprised by the results

Posted by Anonymous


Agent Gaurav was helpful and provided excellent service

Posted by John Robert


As a decades long customer of Rogers I decided to switch to Ignite TV. I am a senior on a fixed budget so when a good deal was offered, I switched.
I called and talked to a rep.
And we made the changes and scheduled installation. The voice remote,picture and functions were great. But later on Sunday I realized that several channels were no longer available. I was not a happy camper. I immediately called customer service and received a call back from a young lady named Marie. Over the next hour or so, Marie diligently worked to solve my
Issues. I was ready to cancel and go back to my reliable old cable but Marie with her determination, compassion Nd humor brought the temperature down. She scheduled a phone back for Monday to complete the process. On Monday,Marie worked with me to get the changes I wanted and I was completely satisfied. Marie is a 5 ? Customer Service Rep. My suggestion to Roger's
Would be this. Listen to the phone calls between Marie and myself. Her methods,tone and understanding of issues just might be an excellent teaching tool for new personal
Finally because of Marie, I am once again an Extremely Satisfied Roger's Customer
Thank you ?

Posted by Anonymous


Today I received exceptional customer service from the Rogers service kiosk at Cloverdale Mall. Both employees were able to update and change my current cell phone plan and provided very excellent customer service.

Posted by Zuibanessa


Hello there I just like to express my special thanks to kind attention and helpful services and great manner about Zuibanessa Reffani (the name might have wrong spelling) no: 12118816 in 4-270 Hays Blvd, Oakville, Ontario about me and the customer that visit and come during my stay there

Posted by Sharein52


Hi I've been trying to exchange my flex channels for over 5 days. This is included in my package. When my app takes me to the online site I can't get passed the message "text and calls to Ukraine, fees being waived..." Good for Ukraine but I pay full price and want to use a service I pay for. Why can't I complete this? Is there a known issue? My bill is on autopay which is taken out 15 days before my bill is even due so why can't I use the service I'm entitled to?

Posted by anita


We want to give our technician a 10+ rating as he was most personable, knowledgeable, friendly and sociable!
He is highly informed about Ignite and explained in detail questions we asked him. He really deserves a shout out to what fantastic customer service he represents for Rogers. We hope he will be rewarded with some form of monetary gift !!!

Posted by Adam


Just wanted to say what a pleasant surprise it was dealing with 'Ang' (Moncton, New Brunswick) last month.
She was immediately helpful, had terrific customer relation phone skills and brought our monthly Roger bundle DOWN,
approx. $45.00 from what we had been paying for the past 7-8 mo's. (AND added some Sports Channels to our TV pkg)
Can't say enough about her listening skills and willingness to streamline our costs without reducing any services... a rarity in this economic climate.
Thank you Ang... I hope Rogers recognizes your fine, warm service... and promotes you accordingly!
Very much appreciated our time on the phone together.
All the best,
Adam
(Toronto)

Posted by Amarjeet


Had communication with Ms Amarjeet yesterday from Sharlotte town, she is so profound, patient, and really puts in her full effort to aid and assist the customer, to the best of ability. She accomodated all my requests politely, even called me back, when i had network issues and couldnt hear her properly.
Hope Rogers has more and more of such associates who are ready to help customers with all their requests. GOD bless you Amarjeet.

Posted by Avi


I had very good experience with your TV technician name Avi ,he was very good help

Posted by Suzanne Stenekes


The support person Who was helping me was Duane Ramsay. He was friendly, confident, polite and competent.. Rogers store in Simcoe Ontario could not fix the problem but Duane did !! I was one happy customer !

Posted by Alex Dupuis


Just wanted to message about your rep Carissa M. she is the most amazing rep ever we had a horrible experience with a sales rep and she saved the day the month the year. Not only was she simpathic she went above a beyond to help us and our kids. She is the Rogers hero of the year and the angel everyone needs. She should be promoted to queen of Rogers and just wow. Thanks again for making this horrible year amazing. YOUR THE BEST

Posted by Angelo turco


Zumar was above and beyond in customer service, was very courteous, helpful, respectful and friendly and was very knowledgeable in exactly what we were looking for. He was very detailed and thorough in his explanation of what every package and service was provided and made us feel like we were family. Will be recommending zumar to family and friends who are looking to switch over service providers. Zumar is a class act, this was the best and easiest customer service we were ever provided with

Posted by Anonymous


I want to let Rogers know that Jenny Mallory in Moncton NB Canada is the best sales agent that Rogers could have ever hired. She is a great asset to your organization and deserves double the salary or commissions you are presently paying her. She is a too professional in her field with competent and fantastic service to customers who do business with Rogers. I have been 37 yrs in sales in Life Insurance and I have never met a more talented and qualified salesperson. She is a diamond among salespeople and your company should ensure she remains with Rogers. She is the cream of your salesforce. Don't lose this individual.
Thank you!
Patrick Landry
Lamèque, NB
Canada

Posted by Daman Barring


I recently changed my deal from fido to rogers. Daman Barring was the employee who assisted me. He gave me a very good deal which is affordable and cheap he is very good at assisting and friendly. I recommend others as well to go with rogers and refer them to Daman. Thanx Buddy ?

Posted by Kkr


Customer service agent Geethika. She was awesome all they way through the call so keen in helping the customer in all ways and went out of way to help resolve my issue. Honestly Rogers has a really good employee here, she raised the trust bar high on Rogers customer service benchmarks. Thanks again have a nice day.

Posted by Lokkesh


I talk one customer service person name MUAZZAM. He is best customer service I ever got. So many time I contact customer service I never get good service. I got two phone bills one is $314 and another one $421 . I have only one phone line but I got two different phone line bills. I am sorry that I was yelling him but MUAZZAM is very patient person and solve my issues. Well done brother you did great job. I wish you all the best

Posted by David


Thank you to Rogers for a great service. Our son has just moved to Toronto and after speaking on the phone (from the UK) to a very helpful and friendly man at Rogers our son's internet service was all up and running within 1.5 hours. Very impressive - thank you Rogers.

Posted by Anonymous


Hi,



I am pleased with the excellent customer service provided over the phone by a representative named ANNERIS around 2:40 PM on February 2, 2017.



Thanks,



Mohsina Ibrahim

Posted by Jamie


I want to tell all at Rogers that your employee Jamie who helped me tonight regarding my bill should be recognized for her excellent customer service.She is an employee that Rogers should advance.

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