It is now almost NovemberSince April my cogeco account has been "stuck" and unfixable by their team
My problem with cogeco started around April, I made an attempt to add cable and home telephone to my planTo this day I still have neitherMy account has been "frozen" in their systems for around six months and they have been unable to make ANY changes whatsoeverMore on that later During the time I requested a plan change my wifi was disabled by their team and I was forced to buy a third party router to keep access in my home, luckily the wired connection was in working order at the timeI was told it would take maybe two weeks to fix and they would contact meThis never happenedI would like to add I have contacted them somewhere in the neighbourhood of at least ten times and spent literally hours either on hold or with agentsOn one event in particular I spent four hours on hold and was hung up on as soon as an agent answered, great service! So here I am today
As of O
ON MAY 29, COGECO UPDATED OUR MODEM AT OUR HOME AT *** *** SHORE DR, RIDGEWAY ONTARIO *** *** AND SINCE THEN WE HAVE LOST OUR PHONE NUMBER ( XXX- XXX-XXXX ) AND OUR INTERNET SERVICEMY WIFE AND I HAE CONTACTED COGECO DOZENS OF TIMES TO SOLVE THIS PROBLEMEACH TIME WE HAVE BEEN TOLD THE PROBLEM WILL BE SOLVED IN - DAYSTHE PROBLEM HAS STILL NOT BEEN SOLVEDWE HAVE ALSO REQUESTED TO SPEAK TO A SUPERVISOR A DOZEN OR MORE TIMES AND HAVE NOT RECEIVED ANY CALL BACKPLEASE HELP US RESOLVE THIS PROBLEM
I have been a Cogeco customer for yearsIn that years they have been an okay providerDisappointing at times but not bad enough to make a change to ***Things have changed! Our bill has gone up every month for the last monthsWe haven't had any overages, movies, long distance etcThe bill breakout shows a slight increase in our services every month (phone, internet, TV)Since May to July 2018, our bill has gone up 30%We called Cogeco to discuss, we were passed from billing to customer loyalty where a very *** woman told us that all our promos were running out and that's why our bill is going up each monthWe were not on promos, how could it go up each month? After being put on hold for some time, she came back and said she could give us a $discount/month based on next month's increase! What?? It's going up again? We then asked to speak with a Manager or Supervisor and she just transferred us back to the main queue where we had to start all overWe ended up speaking to a decent customer service person who said no management was available and to just keep tryingWe spent minutes total on this particular call and frankly I don't have the time or energy to continue fighting our bill with CogecoWe will be sourcing out different providersCogeco used to be a friendly, reasonable to speak with company, but much has changed
Service was "installed" may 31st around 130pmThe technician had admitted he had many other jobs he had to get to as they were short staffed and that the service he was installing for me would be active within minutes to hours and if not then to call the tech line which he knew was impossible to reach***The technician needs to ensure my service is active prior to leaving my homeI paid an installation fee for my services to not be activatedWhen reaching out to escalations they just refer me to tech support which disconnects as their lines are fullI was given an alternate number with an estimated wait time of hoursI should not be reaching out to tech support because the technician did not properly complete my installIf cogeco system updates are affecting activations as well they should not be signing new customersThis needs to be fixed todaySome one is to reach out to ME as I have already lost a days work waiting for a technician to NOT install
Back in May we moved out of Burlington and had to disconnect services with CogecoWhen I called to disconnect I was told that everything was complete and that I would be receiving a credit in the mail for services overpaid as we were disconnecting for May and had already paid the service periodApproximately a month later I still hadn't received a cheque in the mail (I had given them another address to forward mail to)When I called I was on hold for well over an hour and when the customer service rep came to the phone I was told that I needed to be transferred to billingAfter waiting for another half hour, I was told by billing that they also couldn't solve my problem and that I would need to call back another timeWhat?! They basically told me they couldn't help me and that it was my problemFrustrated I hung upI visited the Cogeco website and filed a written complaint about my issue hoping this wold help move it alongOver a month later I get an email back saying t
My complaint is in regard to the sheer difficulty of trying to cancel internet service which is costing me too much each month to justifyOn no less than occasions I have been thwarted by the customer service line over the phone in trying to cancel the serviceI first called and received a message that the billing system was being changed and that I should call back a week or so later when service over the phone should be ready againI called back the next week and asked to cancel my internet service and was told that it was still difficult for the customer service agent to cancel my service because their systems had changed and would I mind calling back later in the month? I said that I wanted to cancel my service now as I did not want to be charged for another monthThe agent said she was sorry but she could not help me and would I please call back later in the month againI was very upset and hung up the phoneI called back today and waited on the customer service line for
Price increase of % in months
inability to get a hold of a person with status
waiting times on phone or in store of minutes plus
neglect of phone calls
no response to complaints
April was advised to upgrade to unlimited internet data to eliminate the fact that we could not watch *** or *** T.V did not help but now we are doubling our monthly payments
Booked a service call in May (took day off of work) nobody showed up
Re-booked the service call - it took two months for them to come and this time he did show up but we were told the order was stuck and there was nothing he could do to hook up a new modem Called on hold for over hours in total and today was told they could not and would not help as their system was stuck I asked to speak to a manger and was told there were none - ever! I immediately asked to cancel my service and was told I could not I repeated that I was paying premium rates getting no service, had lost days of work and now was stuck with Cogeco She said that is right I asked for her name and she said *** I said may I please have a last name and she said No Here I am completely dissatisfied and feeling that it is
I cancelled my cable on September 17th and returned my equipment the following Friday to the cogeco storesince then I have called numerous times after receiving a bill ***each person has either told me that they coudldnt cancel it due to their system and that it would have to be escalated or that it had been cancelled and my credit check for was on its way and would be here in 6-weeksone person told me it would be here in business daysI have spent countless hours on the phone trying to get this resolved and today I received another bill and had to make another phone callI have called these people no less than timestimes and I just want my money back and I would like to be re-imbursed for my time *** that it has taken to deal with this at per hour which amounts to plus the I am owed as a credit*** ***
I spoke with cogeco customer service and then a customer service manager regarding internet overages and my billI was informed by the manager that my bill total was for the month, including a discount for internet overagesI paid the bill amount given to me by the manager and then changed my internet plan to an unlimited option so that I would not be charged for going over my data limitUpon receiving my next bill there were overage charges for the remainder of the monthCharges which I was not informed of when speaking with the managerThe manager also informed me of the total amount for my next billMy next bill was more than double the amount I had been told that it would beHad I been given all of the correct information, bill totals, continued internet overages, I would have paid my bill and canceled my account at that timeInstead I get a bill for double the amount I was told and an extra charge for the remainder of the next month until my service endsI am disapointed and very unhappy with the lack of information provided by cogeco customer service and a customer service managerDuring my efforts to end my service I remained calm and politeOn my first attempt to cancel my account the customer service rep hung up on meOn my second attempt to cancel service I was told that the previous disconnection was an accidentMy complaint was disregarded and I was left on hold for over minutesCustomer retention informed me that there was nothing that could be done about the missinformation I was given regarding my billCogeco took no responsability and I pay extra for their efforts
*** I have had no service for weeks because they decided to update there system when some engineer should of figured out they were not ready, plus the timing couldn't be worse when all the Snowbirds are coming back and want to be reconnected againWhat are they thinking - phone them, what a joke, wait minutes and get someone who knows nothing!!!!!!!!!!!!!!!!!!!!!!!
The phone system at Cogeco is unacceptable, I have call times on June with over minutes at 8:45am then at 5:15pm both could not get thru always a high call volume a recording states,
I had to speak to them as I had no service at all waiting minutes to get thru! doesn't matter what day or time of day you call, guaranteed a very very long wait time, days for my service to get fixed and I had to call to confirm someone was coming and also waited minutes on hold on a Sunday @ 9am I asked to speak to a manager or to call me back, haven't heard back from anyone yet!
Services cut off because of tech issuesThey are upgrading TV channelsHowever I've lost service on most TV stations for over wksand I'm connected to them in standingDoesn't look like stations are returning soonI don't want to pay for cable bill when I'm not getting what i'm supposed to have
My bill is $
*** *** is Op of Sales and customer Service
Online price for Fibre internet package was 90$ for who knows how longI had earlier pricing of 109$ (plus tax!)
Called to ask them to change it and the first customer service agent sent me back into the line to wait another minutes since their agents were all occupiedI patiently did and next agent was so frustrated in her voice I felt like I was disturbing herLOL
She said they would bring my price down to what was listed onlineI asked, "what about the fact I had been paying extra for so long?"
Answer: "We don't give back credits."
So long Cogeco! Hello ***
Our internet did not work properly from the first day of installationWe called several times and were on hold for a minimum of minutes per call
When we finally got through we wanted them to have our number in case of another disconnected call and they refused to take our numberFinally an employee had taken our number and promised a technical supervisor would call within business days to resolve the issueWe did not receive a call after one weekWe called again letting them know we did not receive the call form the tech supervisor that was promised and we were not happy with our serviceOnce again we were promised a call but in daysIt has been days and still no callOur next call was to cancellations and we were informed that we would have to pay a termination fee of $dollars and we asked if they had any other resolution givin the fact that we never received the services we were promisedwe asked for a supervisor and was told that the supervisor was unavailabl
Cogeco is charging for internet speed that I am not receivingThis is an on going year issue here in Grimsby Ontario I have had 6-tech visits to settle this problem yet all I get from Cogeco is everything is fine pay your bill or we will cut you off They credited one mth and didn't fix the problem and the signal keeps falling off entirely I have conducted periodic internet speed test to verify my claim I have paid Cogeco over $40,in my lifetime and am being treated like ***
I was forced to pay for a contract that does not existI had a free 6-month trial that I did not need to sign up for or provide account details and was charged for the services in the packageI never agreed to any of the services provided in the packageI was not notified of the ending date or contacted in regards to extending the free package into a monthly serviceI requested the manager to contact me and never got a response
I am without cable TV for more than daysI have heard *** - excuse after excuseThey ask me to stay home for a technician and they do not comeWhen they do come their own technicians cannot get through to their own helpline because there are so many issues that they cannot solveEvery time they promise another day after hours on the phone - every timeJust want to have a little bit of SERVICE and accountability
*** *** We cancelled and returned equipment in May and we received bills in August for services used in June and July as well as unreturned equipmentWhen you call the office at 7am to discuss billing, the actual department you will need to be transferred to doesn't even open until 9am so you have to call back and sit in the cue a second time***
I have been trying to contact sales/billing for a month with phone calls but no success I was waiting for over an hour and no success getting through to a live speaker I finally gave up waiting because of my other activities or my cel phone ran out of battery
It is now almost NovemberSince April my cogeco account has been "stuck" and unfixable by their team
My problem with cogeco started around April, I made an attempt to add cable and home telephone to my planTo this day I still have neitherMy account has been "frozen" in their systems for around six months and they have been unable to make ANY changes whatsoeverMore on that later During the time I requested a plan change my wifi was disabled by their team and I was forced to buy a third party router to keep access in my home, luckily the wired connection was in working order at the timeI was told it would take maybe two weeks to fix and they would contact meThis never happenedI would like to add I have contacted them somewhere in the neighbourhood of at least ten times and spent literally hours either on hold or with agentsOn one event in particular I spent four hours on hold and was hung up on as soon as an agent answered, great service! So here I am today
As of O
ON MAY 29, COGECO UPDATED OUR MODEM AT OUR HOME AT *** *** SHORE DR, RIDGEWAY ONTARIO *** *** AND SINCE THEN WE HAVE LOST OUR PHONE NUMBER ( XXX- XXX-XXXX ) AND OUR INTERNET SERVICEMY WIFE AND I HAE CONTACTED COGECO DOZENS OF TIMES TO SOLVE THIS PROBLEMEACH TIME WE HAVE BEEN TOLD THE PROBLEM WILL BE SOLVED IN - DAYSTHE PROBLEM HAS STILL NOT BEEN SOLVEDWE HAVE ALSO REQUESTED TO SPEAK TO A SUPERVISOR A DOZEN OR MORE TIMES AND HAVE NOT RECEIVED ANY CALL BACKPLEASE HELP US RESOLVE THIS PROBLEM
I have been a Cogeco customer for yearsIn that years they have been an okay providerDisappointing at times but not bad enough to make a change to ***Things have changed! Our bill has gone up every month for the last monthsWe haven't had any overages, movies, long distance etcThe bill breakout shows a slight increase in our services every month (phone, internet, TV)Since May to July 2018, our bill has gone up 30%We called Cogeco to discuss, we were passed from billing to customer loyalty where a very *** woman told us that all our promos were running out and that's why our bill is going up each monthWe were not on promos, how could it go up each month? After being put on hold for some time, she came back and said she could give us a $discount/month based on next month's increase! What?? It's going up again? We then asked to speak with a Manager or Supervisor and she just transferred us back to the main queue where we had to start all overWe ended up speaking to a decent customer service person who said no management was available and to just keep tryingWe spent minutes total on this particular call and frankly I don't have the time or energy to continue fighting our bill with CogecoWe will be sourcing out different providersCogeco used to be a friendly, reasonable to speak with company, but much has changed
Service was "installed" may 31st around 130pmThe technician had admitted he had many other jobs he had to get to as they were short staffed and that the service he was installing for me would be active within minutes to hours and if not then to call the tech line which he knew was impossible to reach***The technician needs to ensure my service is active prior to leaving my homeI paid an installation fee for my services to not be activatedWhen reaching out to escalations they just refer me to tech support which disconnects as their lines are fullI was given an alternate number with an estimated wait time of hoursI should not be reaching out to tech support because the technician did not properly complete my installIf cogeco system updates are affecting activations as well they should not be signing new customersThis needs to be fixed todaySome one is to reach out to ME as I have already lost a days work waiting for a technician to NOT install
Back in May we moved out of Burlington and had to disconnect services with CogecoWhen I called to disconnect I was told that everything was complete and that I would be receiving a credit in the mail for services overpaid as we were disconnecting for May and had already paid the service periodApproximately a month later I still hadn't received a cheque in the mail (I had given them another address to forward mail to)When I called I was on hold for well over an hour and when the customer service rep came to the phone I was told that I needed to be transferred to billingAfter waiting for another half hour, I was told by billing that they also couldn't solve my problem and that I would need to call back another timeWhat?! They basically told me they couldn't help me and that it was my problemFrustrated I hung upI visited the Cogeco website and filed a written complaint about my issue hoping this wold help move it alongOver a month later I get an email back saying t
My complaint is in regard to the sheer difficulty of trying to cancel internet service which is costing me too much each month to justifyOn no less than occasions I have been thwarted by the customer service line over the phone in trying to cancel the serviceI first called and received a message that the billing system was being changed and that I should call back a week or so later when service over the phone should be ready againI called back the next week and asked to cancel my internet service and was told that it was still difficult for the customer service agent to cancel my service because their systems had changed and would I mind calling back later in the month? I said that I wanted to cancel my service now as I did not want to be charged for another monthThe agent said she was sorry but she could not help me and would I please call back later in the month againI was very upset and hung up the phoneI called back today and waited on the customer service line for
Price increase of % in months
inability to get a hold of a person with status
waiting times on phone or in store of minutes plus
neglect of phone calls
no response to complaints
April was advised to upgrade to unlimited internet data to eliminate the fact that we could not watch *** or *** T.V did not help but now we are doubling our monthly payments
Booked a service call in May (took day off of work) nobody showed up
Re-booked the service call - it took two months for them to come and this time he did show up but we were told the order was stuck and there was nothing he could do to hook up a new modem Called on hold for over hours in total and today was told they could not and would not help as their system was stuck I asked to speak to a manger and was told there were none - ever! I immediately asked to cancel my service and was told I could not I repeated that I was paying premium rates getting no service, had lost days of work and now was stuck with Cogeco She said that is right I asked for her name and she said *** I said may I please have a last name and she said No Here I am completely dissatisfied and feeling that it is
I cancelled my cable on September 17th and returned my equipment the following Friday to the cogeco storesince then I have called numerous times after receiving a bill ***each person has either told me that they coudldnt cancel it due to their system and that it would have to be escalated or that it had been cancelled and my credit check for was on its way and would be here in 6-weeksone person told me it would be here in business daysI have spent countless hours on the phone trying to get this resolved and today I received another bill and had to make another phone callI have called these people no less than timestimes and I just want my money back and I would like to be re-imbursed for my time *** that it has taken to deal with this at per hour which amounts to plus the I am owed as a credit*** ***
I spoke with cogeco customer service and then a customer service manager regarding internet overages and my billI was informed by the manager that my bill total was for the month, including a discount for internet overagesI paid the bill amount given to me by the manager and then changed my internet plan to an unlimited option so that I would not be charged for going over my data limitUpon receiving my next bill there were overage charges for the remainder of the monthCharges which I was not informed of when speaking with the managerThe manager also informed me of the total amount for my next billMy next bill was more than double the amount I had been told that it would beHad I been given all of the correct information, bill totals, continued internet overages, I would have paid my bill and canceled my account at that timeInstead I get a bill for double the amount I was told and an extra charge for the remainder of the next month until my service endsI am disapointed and very unhappy with the lack of information provided by cogeco customer service and a customer service managerDuring my efforts to end my service I remained calm and politeOn my first attempt to cancel my account the customer service rep hung up on meOn my second attempt to cancel service I was told that the previous disconnection was an accidentMy complaint was disregarded and I was left on hold for over minutesCustomer retention informed me that there was nothing that could be done about the missinformation I was given regarding my billCogeco took no responsability and I pay extra for their efforts
*** I have had no service for weeks because they decided to update there system when some engineer should of figured out they were not ready, plus the timing couldn't be worse when all the Snowbirds are coming back and want to be reconnected againWhat are they thinking - phone them, what a joke, wait minutes and get someone who knows nothing!!!!!!!!!!!!!!!!!!!!!!!
The phone system at Cogeco is unacceptable, I have call times on June with over minutes at 8:45am then at 5:15pm both could not get thru always a high call volume a recording states,
I had to speak to them as I had no service at all waiting minutes to get thru! doesn't matter what day or time of day you call, guaranteed a very very long wait time, days for my service to get fixed and I had to call to confirm someone was coming and also waited minutes on hold on a Sunday @ 9am I asked to speak to a manager or to call me back, haven't heard back from anyone yet!
Services cut off because of tech issuesThey are upgrading TV channelsHowever I've lost service on most TV stations for over wksand I'm connected to them in standingDoesn't look like stations are returning soonI don't want to pay for cable bill when I'm not getting what i'm supposed to have
My bill is $
*** *** is Op of Sales and customer Service
Online price for Fibre internet package was 90$ for who knows how longI had earlier pricing of 109$ (plus tax!)
Called to ask them to change it and the first customer service agent sent me back into the line to wait another minutes since their agents were all occupiedI patiently did and next agent was so frustrated in her voice I felt like I was disturbing herLOL
She said they would bring my price down to what was listed onlineI asked, "what about the fact I had been paying extra for so long?"
Answer: "We don't give back credits."
So long Cogeco! Hello ***
Our internet did not work properly from the first day of installationWe called several times and were on hold for a minimum of minutes per call
When we finally got through we wanted them to have our number in case of another disconnected call and they refused to take our numberFinally an employee had taken our number and promised a technical supervisor would call within business days to resolve the issueWe did not receive a call after one weekWe called again letting them know we did not receive the call form the tech supervisor that was promised and we were not happy with our serviceOnce again we were promised a call but in daysIt has been days and still no callOur next call was to cancellations and we were informed that we would have to pay a termination fee of $dollars and we asked if they had any other resolution givin the fact that we never received the services we were promisedwe asked for a supervisor and was told that the supervisor was unavailabl
Cogeco is charging for internet speed that I am not receivingThis is an on going year issue here in Grimsby Ontario I have had 6-tech visits to settle this problem yet all I get from Cogeco is everything is fine pay your bill or we will cut you off They credited one mth and didn't fix the problem and the signal keeps falling off entirely I have conducted periodic internet speed test to verify my claim I have paid Cogeco over $40,in my lifetime and am being treated like ***
I was forced to pay for a contract that does not existI had a free 6-month trial that I did not need to sign up for or provide account details and was charged for the services in the packageI never agreed to any of the services provided in the packageI was not notified of the ending date or contacted in regards to extending the free package into a monthly serviceI requested the manager to contact me and never got a response
I am without cable TV for more than daysI have heard *** - excuse after excuseThey ask me to stay home for a technician and they do not comeWhen they do come their own technicians cannot get through to their own helpline because there are so many issues that they cannot solveEvery time they promise another day after hours on the phone - every timeJust want to have a little bit of SERVICE and accountability
*** *** We cancelled and returned equipment in May and we received bills in August for services used in June and July as well as unreturned equipmentWhen you call the office at 7am to discuss billing, the actual department you will need to be transferred to doesn't even open until 9am so you have to call back and sit in the cue a second time***
I have been trying to contact sales/billing for a month with phone calls but no success I was waiting for over an hour and no success getting through to a live speaker I finally gave up waiting because of my other activities or my cel phone ran out of battery