Cogeco
Reviews and Complaints

Cogeco's Tivo mini stopped working and their servicemen installed the new Epico system. Now my HP printer will not link to the new router that was installed. I spent numerous days trying to get this to work with no success. I then contacted Cogeco's Tech people and after 1 1/2 hours they told me that they had no idea what happened and that I should contact HP. As my printer is no longer under warranty, I would have to pay for the repair even though it was their servicemen who created this problem. I tried all the fixes that HP recommended but no luck. Cogeco refused to send a repairman to my house to correct this. Not only is the printer not working but I have constant problems with EPICO which in my opinion is nothing but JUNK !

I found that my internet service was very sketchy as in it would work very well in certain places in my place. So for an example it would work in the bathroom for me playing music now it does not work. My question is is it possible for others to jump on your wifi and use it?. I live in a building where I was told on cogeco services we can get but I see bell networks on wifi in that very same place and it's sketchy considering we were told we only can go with cogeco. How can we protect our internet services without the worry of someone being able to hack or network and use it.

We have been with cogeco for 39 years. Over that time I have had to negotiate a loyalty contract many times or price skyrockets. Within 2 year my price jumped from $160 to $185 and lately to $260/ month. I haven't used my phone in over a year but you make it really hard to cancel. Tired of being on hold for over an hour to try to talk to someone. Finally we decided to leave and go to start. I will get my tv (same channels) the premium internet and got rid of phone I don't use. All for $102/month no contract. After 39 years I shouldn't need a contract and should be given best price up front. When I called to cancel this week after waiting on hold 1.5 hours they tried to offer mt a rate of $$125.

To little too late and waited on hold way too long. Not interested in returning but I feel you need to hear this.

Account # [protected]

Hello,

We canceled our service back in April of this year. We shipped our equipment back in the manner prescribed by your company all in one box. On April 25, 2023 we received three separate emails acknowledging different pieces of equipment having been returned, all in one box? A couple of weeks later a Cogeco representative came to our door asking for the forth pod he said we had. He showed three pods having been returned but not the fourth. I explained that we did not have a fourth and never did, if we had I would have gladly returned it we have no use for it as we no longer have your service. Today I received a bill for $565.00.

I reached out to your office and was told two pods were missing, she then checked and found only one pod was missing, there are no pods missing as I only had three in the first place. I received another bill now for $282.50. I have looked and found these pods being offered at $5.00 per month or $120.00 to purchase, even if I had on , which I don't. how would this number be justified.

The lack of professionalism is unbelievable, at no point have you even been aware of anything. The errors have all been on your part. The representative on the phone today said if I do not pay you will simply put it into collections. If this happens I will commence legal actions against your company. I will not pay for something I do not owe. It doesn’t make sense for use to keep a pod and your handling of this has been completely unacceptable.

Grant King

I live in the N0n 1h0 area. My service has been quite good however the length of time it takes to get a tech out is way too long. This is not my biggest grievance. We recently had a 30 hour power outage in our area and shortly after the power went out we also lost all Cogeco services. I had previously installed an automatic generator system but it didn’t help with the communications I pay for with Cogeco. We rely very heavily on the phone service as my Mother in law has a Life Alert system that calls us when she is in trouble. Our cell phone service is also weak in our area and relies on wifi calling. I have a hard time believing a huge company collecting the amounts of money it does from its customers ignores such a serious defect with their operation. I am talking about life and death situations requiring these communications where first responder assistance may be required. I believe Cogeco should have a backup power supply of their own to ensure constant communications abilities for their customers.

On Dec 13/23 I turned on my t.v. and could no longer receive my Cogeco site, only the actual t.v. home site (Roku). I phoned Burlington and after numerous try and nothing working was told they could send out someone to fix it but it would cost me 60.00? Really? I then phoned the 1=800 number and again, after a long time of this and that, no solution. The following day my son came out and spent almost 1 1/2 hours trying different things and finally after taking out the cable from YOUR box to the t.v. and replacing it I am able to once again see Cogeco but with great hesitation... I cannot believe that you would treat your customers like this... $60.00 to check and repair your equipment. What is happening? Why can't someone come and check it over and do a proper replacement of your equipment if needed... With no extra charge to me.

Since joining I've had two email notifications of updated to services "I receive" that were not made by me and considering how new the account was I do not believe there was any hack either than the scam that I would receive the service. As such I expect this account to be closed immediately as I will be pursuing further action. Abhorrently disgusted. Not only to have this occur and not have access to internet or TV for at minimum these last four weeks and upon calling to express concern any responsibility was disclaimed and even worse put on me for absolutely no imaginable reason. Cancel the account. I am moving providers to a company who at least now's how to provide service for more than three weeks of a billing cycle.

It is terrible experience with Cogeco I just called to customer service to know about the plans and she tell me every think about the plan and they take my email ID and I said to her I will let you know weather we are ok or not after concerning with my friends than we decided to cancel this wifi as that was bit expensive but now Cogeco is keep on calling to to pay service and send the bill to my email $97.78 to pay. and I am receiving a call from this number [protected].

I they are arguing with me that you have pay the bill. That's horrible

I have been calling your office for two days. Yesterday I was on hold for one hour and then your associate hung up on me without calling me back. Today I have called 5 times and 2 of your associates have also disconnected me. I was also on hold this morning for over an hour. This is truly unacceptable customer service. Your staff requires appropriate training. I spoke to JP on Thursday to set up Cogeco in my new home. He offered me a bundle with Internet and TV. I would like to cancel the TV. The box isn't to be shipped to my house until July 15th, giving you more than enough lead time to cancel the box. According to 2 of your associates, they tell me this isn't enough time. I beg to differ!

I would like the box cancelled and I would like to discuss my internet options and get this resolved rather quickly. I obviously have a lot going on with my upcoming move and Cogeco should be making this transition easy and not more difficult. I am leaving Bell because I hear your service is outstanding, however, I am not seeing this and I am ready to cancel Cogeco all together.

Get your act together Cogeco. This is so disappointing!

I have a record of my internet speed tests over the last couple of months. Sometimes the 5G speed is awesome and other times it is unusable requiring me to switch to the 2.4 band. There doesn’t seem to be a pattern.

I have had techs attend my residence. I have reset the modem/router in all of the prescribed ways. All of these “temporarily” fix the speed problem.

I would like to forward the CSV speed test file to you so you can see the wild swings I am experiencing. How and where can I send this for you to view?

I would like you to put some type of monitor on my connection to see what the problem is.

Bob Berberick

602-21 East Ave S

Thank you.

Why am I receiving 5-10 robo calls a day ❓

When I call random numbers back always not in service numbers 🤷‍♂️

I have had 7 today really getting tired of it. I have been blocking the numbers but my storage is full of Robo Numbers 😡 so I can’t block the numbers coming in.

H E L P ❗️❗️

I don’t answer them but this is every day just got my 8 th call now

Maybe you can suggest who to call if can’t resolve it been happening for months

I am frustrated. I had to change internet providers and knowing our area (small town) has difficulty finding good internet service with the limited providers available, I chose Comwave out of Toronto 2 weeks ago. They did their best to get a modem to us within a few business days. No problem. Great service. When the plug and play set up did not work, they said they would have someone out as soon as possible. That someone I later found out was a Cogeco technician. We then had to wait another 5 days. On that day, a technician comes, does what he thinks is necessary and leaves. That same day, we could not get the system to work. Comwave said they have to notify Cogeco to have another technician come out again to deal with something outside the house. It's been 2 weeks without any internet service, no sign of support from Cogeco and I have no idea when we will have internet again. The technician who came was unhappy, stressed and grumpy. He said that they have been short-handed for a few years and the company was too cheap to hire more technicians. This sounds to me like the problem in their service.
I am very dismayed that this is the only trunk line provider in our area. All service providers use Cogeco which means there is no competition for Cogeco to up their game in service. There is a major problem with this business model for Ontarians. We need better regulation and more competition so that these companies must work harder to satisfy their customers needs.
I run a home-based company and this delay is severely impacting income generating revenue, adding stress and major inconvenience to our family. I truly hope that something better is done to the flawed system.

I lost my business and almost everything during the covid lockdowns in Ontario. I tried to port the phone number to a cellphone so I could keep it (and be able to use it in the future if I was able to make ends meet) at only $25 a month... This company slapped me with a disconnection fee of over $1300 despite me saying I seriously could not pay it. This is ridiculous. If I hadn't lost my business I wouldn't have had to do this...

We initially had the service for a month and didn't use it because we were moving in. We have had non stop issues with connectivity since then and call almost every day to get it resolved. TV's lagging, disconnect from internet completely, loss of voice on the TV randomly for no reason etc. Techs came out and couldn't figure out what the problem was but the router was not working so they disabled Cogeco and used our D-Link which is a $700 one and worked excellent when we were with Bell in Brighton. Our TV's were lagging again and I phoned in only to be told by the lady on the phone (yesterday) that unless we switched back to the Cogeco box she could not help me. She stated that we were not disconnected from the Cogeco box (somebody is lieing then) Even your techs said your router was not working properly. I am at my wits end. Solve the problem or let us go find another provider (without any fees to stop using your services). We are paying a lot for TV and Internet and I don't mind as long as it works. Client number [protected]

Complaint: Total lack of functioning of the system and their lack of service on the phone.

The initial setup didn't work and when their field service guys came out, the only way they could get it to work was using made it work was using our own router. They now refuse to help when we call with a problem.

To whom it may concern;

I live in the K8N2A2 postal area, and lately most evenings the reception with basic cable is awful. Constant pixelating and intermittent sound. Even when the weather is fine in the area... There are far bigger concerns in this world, but this quality of TV is so aggravating. It totally ruins any program viewing. Most times I'll just turn it off.

Thank you

In Aug 2020, I requested paper billing and removal of auto payment connected to my credit card for beginning in Sept 2020. The auto pay was never removed and I have been charged for Sept/Oct/Nov/Dec in error on the part of cogeco. I am asking for reimbursement for the amt erroneously charged to my credit card. After calling Cogeco to ask for resolution the customer service (rep was extremely rude) said that it was impossible to provide reimbursement because there was a $0.00 balance on the account and there is no record of the call. I mentioned that I have received email notifications when my credit card was charged but received no notification of the Sept/Oct/Nov/Dec charges. The last notification was on Sept 5, 2020. My question is how can you charge a credit card and not notify the customer. I respectfully ask for credit to my credit card for the charges incurred in Sept/Oct/Nov/Dec. thank you in advance.

I wanted to return the modem, I called them several times telling them to send me level. They did not send the level. finally they transferred the case to the agency. I called the collection agency, when I explained about the modem they want money instead of mode. some time they hang up the phone. I want to return the modem as soon as possible. they even charged interest of the cost of modem.