A Painful Reminder: My Experience with Rogers Home Internet
Rogers Hates Me as a Customer
A Painful Reminder: My Experience with Rogers Home Internet
In today’s world, seamless internet access isn’t just a convenience; it’s a necessity. For someone like me who values efficiency, transparency, and a smooth customer experience, my recent attempt to onboard with Rogers Home Internet was a frustrating reminder of how far Canadian telecom services lag behind expectations.
This story isn’t just about a bad experience; it’s about what it reveals about systemic issues in customer service, monopolistic practices, and how these shape our day-to-day lives.
The Beginning: Hope and Disappointment
When I rejoined Rogers last month, I was optimistic. Their promotional mobile and internet package seemed like a great deal, and the sales associate at the store was a consummate professional. He clearly outlined the plan, even waiving delivery fees to sweeten the deal. For a moment, I thought perhaps Rogers, infamous for its spotty customer service, might be turning over a new leaf.
But my optimism quickly waned.
As the installation date approached, cracks began to show. According to my myRogers account, the modem order hadn’t been placed, even though I’d been assured it was. Customer service was vague, offering only the unhelpful refrain: “Expect delivery in 1–2 days.” When the modem finally arrived, I felt a glimmer of relief. Little did I know, the real ordeal was just beginning.
A Cascade of Failures
The self-installation process turned into a nightmare. The Rogers Xfinity app, crucial to the setup, failed. Instead of a smooth onboarding experience, I was greeted by a continuous redirect loop in the app’s web portal. Following app-store advice to reinstall the app and clear my browser cache didn’t help. I was forced to call tech support, a 20-minute wait just to speak to someone.
The technical support representative tried to help, assisting me in setting up the modem with a new name and password. But the internet still wouldn’t connect. The root cause? An account error: their system hadn’t been updated to reflect the modem’s successful delivery. The representative escalated the issue to another department. Cue another 20-minute hold.
When I finally reached the second representative, the issue persisted. Their system, like their app, was stuck in an endless loop. I was told it would take at least one business week to resolve my connectivity issue. At this point, my frustration boiled over. It felt like Rogers wasn’t just failing to provide service, they were actively demonstrating disdain for me as a customer.
Later that day, the second representative called back asking for the modem’s serial number, promising to resolve the issue within 1–2 business days. I thanked him for his effort despite the systemic failures he was working against. But the damage was done, my trust in Rogers had evaporated.
The Broader Problem: A Monopoly on Mediocrity
This isn’t just a story about one bad experience. It’s a reflection of the broader problems plaguing Canada’s telecom industry. Rogers and Bell Canada dominate the market, leaving consumers with limited options. The lack of competition allows subpar service to thrive unchecked.
Rogers’ recent merger with Shaw Communications was touted as a game-changer for Canadians. They promised us the largest 5G network, expanded fiber internet access to nearly 70% of households, and better connectivity for rural and remote communities. The reality? Most mobile plans still lack 5G, frequent outages plague their network, and rural customers continue to pay exorbitant prices for substandard service. Promises to provide better service to Indigenous communities have largely remained performative gestures.
Since the merger, customers have seen higher prices, diminished service quality, and layoffs that undercut the promises of growth and investment.
Lessons Learned
This experience forced me to reflect on the systemic issues that allow companies like Rogers to get away with such poor service. It’s a sobering reminder of how monopolistic practices harm consumers, stifle innovation, and perpetuate mediocrity.
But beyond frustration, there’s a lesson here for all of us: as consumers, we must hold these companies accountable. We must advocate for stronger competition, better customer protections, and policies that prioritize people over profit. Only by raising our voices collectively can we hope to see meaningful change.
For now, I’ll navigate the remainder of this ordeal with tempered expectations, but I’m left asking: how much longer can Canadians endure such poor treatment from companies we rely on daily?
What do you think about the state of Canada’s telecom services? Have you faced similar frustrations with providers like Rogers?
I just got rid of them. Greedy bastards. I had been with them for 26 years. They don’t give a rats ass.
James, one of the few things that does work in Quebec: Videotron. Dropped that nightmare that was Bell twenty years ago. Never looked back.