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Canada Broadband & mobile

Rogers customer service and complaints

Cable internet, TV, home phone and wireless

Provisional entry Checked 2 Nov 2026 Rogers Communications Canada Inc.
1-888-764-3771 Support site

Rogers provides cable internet, TV, home phone and wireless across Canada. Support is by phone, chat and the MyRogers app; unresolved complaints can go to the CCTS after Rogers has had a reasonable opportunity to fix the issue.

Step one

Ways to contact Rogers

Customer service Primary

1-888-764-3771

Daily, 7am–midnight ET

Check the support page for current hours.

Call

Live chat

Rogers chat

See site for hours

Available through the support centre.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Rogers

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Complain to Rogers and get a reference

    Straight away

    Contact Rogers and ask for a formal complaint. Record the reference number, the agent's name and what you were promised. Ask for the resolution in writing.

    Use the phone, chat or complaint form on this page.

    Ask the provider to confirm the complaint in an email so the timeline is documented.

  2. 2

    Stage 2

    Give the provider a reasonable opportunity

    Reasonable opportunity

    The CCTS expects you to give the provider a reasonable opportunity to understand the problem and explore a solution. Follow up in writing if the provider stalls, and keep its final response.

    Follow up in writing and keep the provider's final response.

    A deadlock letter speeds things up when the provider has clearly made its final offer.

  3. 3

    Stage 3

    File with the CCTS

    Generally within one year of the issue

    The CCTS is free for consumers. It reviews the evidence, tries to settle the complaint and can issue a decision with remedies.

    Submit the complaint online with your account details and evidence.

    State the remedy you want and attach the provider's final response or deadlock letter.

  4. 4

    Stage 4

    Report policy issues to the CRTC

    Any time

    The CRTC does not resolve individual disputes, but it monitors compliance with its codes and can investigate systemic issues.

    Use the CRTC's complaint and compliance information after the CCTS stage.

    Reference the specific code or rule you believe was breached.

Step three

Formal complaint letter template

Formal complaint letter template (Canada telecom). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Rogers
Customer Complaints Team

Account number: [account number]
Service address: [service address]

Dear Complaints Team,

I am writing to make a formal complaint about my [internet / wireless / TV] service.

What happened

[Explain the issue and give dates. Include what you were promised, what went wrong, and any reference numbers from previous contacts.]

What I want

[State the resolution you want: credit, refund, repair, cancellation or compensation.]

Please respond in writing by [date]. If the issue is not resolved, I intend to file a complaint with the Commission for Complaints for Telecom-television Services (CCTS).

Sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

CCTS Commission for Complaints for Telecom-television Services Canada — telecom and TV The Commission for Complaints for Telecom-television Services is Canada's independent dispute-resolution body for phone, internet and television… Make a complaint Details
CRTC Canadian Radio-television and Telecommunications Commission Canada — telecom policy The Canadian Radio-television and Telecommunications Commission is the federal regulator for telecom and broadcasting in Canada. It sets the rules th… Make a complaint Details

Questions

Rogers FAQ

How do I file a CCTS complaint against Rogers?

Complain to Rogers first and get a reference. Give Rogers a reasonable opportunity to resolve it, then file online with the CCTS if it refuses, stalls or closes the complaint without a resolution. The service is free.

Can I cancel Rogers without paying a fee?

Check your service agreement. Early-termination fees may apply, and the CCTS can review whether the fee was applied according to the contract. Ask for the calculation in writing before cancelling.

What is the CCTS and how much does it cost?

The Commission for Complaints for Telecom-television Services is a free, independent dispute-resolution body. It handles complaints about phone, internet and TV services that the provider has not resolved.

Do I have to wait before contacting the CCTS?

There is no fixed waiting period. The CCTS expects you to give the provider a reasonable opportunity to understand and resolve the issue first. If the provider refuses, stalls or closes the complaint without a resolution, you can file. After the CCTS refers the complaint, the provider usually has 20 days to respond.

How long does a CCTS complaint take?

The CCTS reviews the file after you file, then gives the provider about 20 days to respond. Simple cases can settle in weeks; a formal decision can take a few months. Respond quickly to requests for information and keep the portal updated.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

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Broadband, mobile & home phone · Canada

How to file a CCTS complaint in Canada

The free telecom dispute body can order credits and corrections. Here is the 14-day rule, the evidence it expects and how to frame your case.

1-888-764-3771 Steps Letter