How to cancel Rogers? - Page 5 - Canadian TV, Computing and Home Theatre Forums

pcdawg · 2009-09-24, 11:37 AM

My in-laws signed a new contract beginning of the year for 2 years.

In August of (5 months into contract) my father in-law decided to leave the country for work and wants to know if they can cancel out of the contract. The contract is in his name. Is it possible to cancel out since they are leaving the country? What type of penalty would need to be paid?

CapitalC · 2009-09-25, 01:11 PM

For me, canceling was a lot harder than anticipated. My service was terminated but they kept billing me and it took an hour on the phone to get the billing issue resolved. Moral of the story - if you cancel, follow up to make sure they stop charging you.

The details:

I had Digital VIP for years, never signed up for a contract, and was paying full price (no promotional deal).

I called Rogers to terminate my service and after a short discussion with a retentions rep I had an appointment to disconnect the cable.

On the day of the appointment, the tech showed up, put on a filter (I have Rogers Internet), and knocked on the door to collect my equipment.

I gave him the SD rental box which comes with the VIP package. He asked about the other two (HD) boxes and I told him I own them (both were acquired at Future Shop during boxing week for $99). I thought it was a bit cheeky to try to trick me into handing over my property since the account clearly shows they are "Purchased"... But he said OK and that was that. My owned boxes started showing "Not Authorized" and my analog channels were blocked.

Next month, I get a bill, with cable still on it. I call and they tell me the issue will be resolved next billing cycle (and I'll get a credit).

Two months later, the bill arrives and again, I've been charged for Digital VIP.

So of course I call Rogers and they say that as far as they can tell, my service was never stopped. They say there is a record of the tech picking up my box but that's all. So they offer to credit me two months of box rental.

I tell them my boxes are deauthorized and invite them to roll a truck to check that there's a filter in place. After half an hour on hold, they finally get a supervisor to agree to credit me the two months. Except they want me to pay back the bundle discount. 30 minutes later, they agree that there's no contract and if there was, it's long expired. Total time on the phone - just over 1 hour.

So, yes - to cancel cable, just call Rogers. But don't be surprised if it takes a few calls and a long time to make it happen.

-C

metalhawk · 2009-09-25, 01:21 PM

Don't they give an order number, or whatever the proper term is, when cancelling?

kathgillis · 2012-08-05, 04:58 PM

To the person who posted about the 400 dollars to cancel an account - I was also told that it was 400 dollars to cancel my account. It's extortion. And I've paid my bill on a holiday weekend and can't get my service re-instated because the system won't process my payments for 24 hours using a debit card in the Rogers payment machine. And then I was told that credit operations was close for the holidays. What use is the chat support? I can't get to a live person to report a payment and get my service back. I also can't downgrade to unbundle, and stop my home phone on this plan, i no longer need it. I just want Bell back. Wow.

projectman44 · 2012-12-04, 10:55 PM

I just got off the phone with a rogers rep to cancel my internet and cable tv with them (still have homephone with them...for now). The guy claims a technician needs to come into my home to remove all the cable outlets they installed.

I have had their service since i moved into my current home 5 years ago. the previous owner had all bell services. I only recall the technician drilling a few holes up from the basement and fishing cable through. There was never any wall outlets installed. I thought they just removed a filter from the cable box on my street. I noticed the bell removal was done by just cutting 3 coax line as they entered the house through the exterior wall.

Are these guys going to charge me for this???

Thanks.

yyzlhr · 2012-12-04, 11:47 PM

There is no charge for a tech to remove outlets. However, a rep who knows the system well enough can get around this tech roll requirement.

andrew.r · 2012-12-05, 12:26 AM

Does this mean if you cancel Rogers cable they will rip out all the cabling they installed around the house and drilled holes through the wall?

yyzlhr · 2012-12-05, 12:33 AM

This is not normally what they do. If you have multiple outlets registered on the account, and you remove all your TV services all in one shot while retaining other residential products, the system forces the rep to schedule a truck roll. A technician should never be dispatched in this instance as there is no point. A filter will eventually be installed anyways to prevent cable theft. There are ways around the truck roll enforcement, but less experienced reps will not know how to do it.

Paolo · 2012-12-05, 08:38 AM

They should update the cancellation procedure on "The Library" to reflect the ways around the truck roll enforcement, and shouldn't the reps be checking "The Library" anyways if they are not familiar with procedures?

yyzlhr · 2012-12-05, 12:02 PM

I don't think this procedure is in IQ.

Paolo · 2012-12-05, 01:01 PM

that's right, the library is now called IQ, well it should be in there, otherwise whats the point of having a resource library if you dont put stuff in there, someone should submit feedback to IQ and suggest it.

andrew.r · 2012-12-06, 01:28 AM

Sorry I am not clear as to what Rogers does or can do once you cancel their cable service.

Can they rip out the cabling that goes outside around your house?

yyzlhr · 2012-12-06, 03:04 PM

They're not supposed to be scheduled to come to your house at all. They are supposed to come on their own time and install a filter to prevent you from receiving any analogue channels. The filter can be installed without entering your home so they will not schedule a time for that. The rep messed up the cancellation order hence why a tech is coming out. You may get a call from Rogers dispatch on the day of the tech roll to tell you that they're not coming as it's not necessary or the tech will show up and realize he/she is wasting their time and just install a filter and leave.

2012-08-05, 04:58 PM	#64
kathgillis Rookie Join Date: Aug 2012 Posts: 1	$400 service fee to cancel rogers account??? To the person who posted about the 400 dollars to cancel an account - I was also told that it was 400 dollars to cancel my account. It's extortion. And I've paid my bill on a holiday weekend and can't get my service re-instated because the system won't process my payments for 24 hours using a debit card in the Rogers payment machine. And then I was told that credit operations was close for the holidays. What use is the chat support? I can't get to a live person to report a payment and get my service back. I also can't downgrade to unbundle, and stop my home phone on this plan, i no longer need it. I just want Bell back. Wow.

2012-12-04, 10:55 PM	#65
projectman44 Rookie Join Date: Feb 2008 Posts: 8	Cancelling Rogers - please help I just got off the phone with a rogers rep to cancel my internet and cable tv with them (still have homephone with them...for now). The guy claims a technician needs to come into my home to remove all the cable outlets they installed. I have had their service since i moved into my current home 5 years ago. the previous owner had all bell services. I only recall the technician drilling a few holes up from the basement and fishing cable through. There was never any wall outlets installed. I thought they just removed a filter from the cable box on my street. I noticed the bell removal was done by just cutting 3 coax line as they entered the house through the exterior wall. Are these guys going to charge me for this??? Thanks.

2012-12-05, 08:38 AM	#69
Paolo Veteran Join Date: Mar 2006 Location: Regional Municipality of Durham Posts: 2,695	They should update the cancellation procedure on "The Library" to reflect the ways around the truck roll enforcement, and shouldn't the reps be checking "The Library" anyways if they are not familiar with procedures? Last edited by 57; 2012-12-05 at 09:44 AM. Reason: UQR

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2009-09-24, 11:37 AM	#61
pcdawg Join Date: Aug 2007 Posts: 39	My in-laws signed a new contract beginning of the year for 2 years. In August of (5 months into contract) my father in-law decided to leave the country for work and wants to know if they can cancel out of the contract. The contract is in his name. Is it possible to cancel out since they are leaving the country? What type of penalty would need to be paid?

2009-09-25, 01:11 PM	#62
CapitalC Join Date: Aug 2006 Posts: 9	For me, canceling was a lot harder than anticipated. My service was terminated but they kept billing me and it took an hour on the phone to get the billing issue resolved. Moral of the story - if you cancel, follow up to make sure they stop charging you. The details: I had Digital VIP for years, never signed up for a contract, and was paying full price (no promotional deal). I called Rogers to terminate my service and after a short discussion with a retentions rep I had an appointment to disconnect the cable. On the day of the appointment, the tech showed up, put on a filter (I have Rogers Internet), and knocked on the door to collect my equipment. I gave him the SD rental box which comes with the VIP package. He asked about the other two (HD) boxes and I told him I own them (both were acquired at Future Shop during boxing week for $99). I thought it was a bit cheeky to try to trick me into handing over my property since the account clearly shows they are "Purchased"... But he said OK and that was that. My owned boxes started showing "Not Authorized" and my analog channels were blocked. Next month, I get a bill, with cable still on it. I call and they tell me the issue will be resolved next billing cycle (and I'll get a credit). Two months later, the bill arrives and again, I've been charged for Digital VIP. So of course I call Rogers and they say that as far as they can tell, my service was never stopped. They say there is a record of the tech picking up my box but that's all. So they offer to credit me two months of box rental. I tell them my boxes are deauthorized and invite them to roll a truck to check that there's a filter in place. After half an hour on hold, they finally get a supervisor to agree to credit me the two months. Except they want me to pay back the bundle discount. 30 minutes later, they agree that there's no contract and if there was, it's long expired. Total time on the phone - just over 1 hour. So, yes - to cancel cable, just call Rogers. But don't be surprised if it takes a few calls and a long time to make it happen. -C

2009-09-25, 01:21 PM	#63
metalhawk Join Date: Jan 2007 Location: Nepean, ON Posts: 304	Don't they give an order number, or whatever the proper term is, when cancelling?

2012-12-04, 11:47 PM	#66
yyzlhr Join Date: Nov 2011 Posts: 669	There is no charge for a tech to remove outlets. However, a rep who knows the system well enough can get around this tech roll requirement.

2012-12-05, 12:26 AM	#67
andrew.r Join Date: Feb 2004 Location: Toronto Posts: 330	Does this mean if you cancel Rogers cable they will rip out all the cabling they installed around the house and drilled holes through the wall?

2012-12-05, 12:33 AM	#68
yyzlhr Join Date: Nov 2011 Posts: 669	This is not normally what they do. If you have multiple outlets registered on the account, and you remove all your TV services all in one shot while retaining other residential products, the system forces the rep to schedule a truck roll. A technician should never be dispatched in this instance as there is no point. A filter will eventually be installed anyways to prevent cable theft. There are ways around the truck roll enforcement, but less experienced reps will not know how to do it.

2012-12-05, 12:02 PM	#70
yyzlhr Join Date: Nov 2011 Posts: 669	I don't think this procedure is in IQ.

2012-12-05, 01:01 PM	#71
Paolo Veteran Join Date: Mar 2006 Location: Regional Municipality of Durham Posts: 2,695	that's right, the library is now called IQ, well it should be in there, otherwise whats the point of having a resource library if you dont put stuff in there, someone should submit feedback to IQ and suggest it.

2012-12-06, 01:28 AM	#72
andrew.r Join Date: Feb 2004 Location: Toronto Posts: 330	Sorry I am not clear as to what Rogers does or can do once you cancel their cable service. Can they rip out the cabling that goes outside around your house?

2012-12-06, 03:04 PM	#73
yyzlhr Join Date: Nov 2011 Posts: 669	They're not supposed to be scheduled to come to your house at all. They are supposed to come on their own time and install a filter to prevent you from receiving any analogue channels. The filter can be installed without entering your home so they will not schedule a time for that. The rep messed up the cancellation order hence why a tech is coming out. You may get a call from Rogers dispatch on the day of the tech roll to tell you that they're not coming as it's not necessary or the tech will show up and realize he/she is wasting their time and just install a filter and leave.