Rogers Internet | Explained and Reviewed by Canadians
Quick Facts
| Owner | Rogers Communications Inc. (publicly traded) |
| Service Areas | All provinces – ON, QC, NB, NS, PEI, NL, MB, SK, AB, BC |
| Technology | Cable (Coaxial), Fiber-powered Ignite (select areas), 5G Home Internet |
| Speed Range | 50 Mbps – 2.5 Gbps (residential) |
| Data Caps | Unlimited on Xfinity plans |
| Customer Rating | 1.3/5 on Trustpilot (Extremely Poor) |
| Network Performance | 198 Mbps average – Best in Canada (2025 testing) |
Rogers Internet Plans & Pricing (2026)
Rogers Xfinity Internet plans offer unlimited data across all tiers. Pricing varies by region and promotional offers:
| Plan | Download Speed | Upload Speed | Technology | Starting Price |
|---|---|---|---|---|
| Ignite 50 | 50 Mbps | 10 Mbps | Cable | $60/month |
| Ignite 150 | 150 Mbps | 15 Mbps | Cable | $70/month |
| Ignite 500 | 500 Mbps | 20 Mbps | Cable | $85/month |
| Ignite 1 Gig | 1,000 Mbps (1 Gbps) | 30 Mbps | Cable/Fiber | $100/month |
| Ignite 1.5 Gig | 1,500 Mbps (1.5 Gbps) | 50 Mbps (or 1.5 Gbps fiber) | Cable/Fiber | $110/month |
| Ignite 2.5 Gig | 2,500 Mbps (2.5 Gbps) | 2,500 Mbps | Fiber | $120/month |
| 5G Home Internet | Variable (5G speeds) | Variable | Wireless 5G | $60/month |
Coverage and Availability
Rogers provides internet service across all Canadian provinces, reaching 97% of the population (31 million Canadians) in over 2,200 communities:
- Ontario: Comprehensive coverage throughout the province, strongest presence in Toronto, Ottawa, Hamilton, London, and surrounding areas
- Quebec: Montreal, Quebec City, and major urban centers
- Atlantic Canada: New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland & Labrador
- Western Canada (via Shaw acquisition): British Columbia, Alberta, Saskatchewan, Manitoba
Following the $26 billion Shaw acquisition in April 2023, Rogers now operates coast-to-coast with plans to invest $6.5 billion in network upgrades, including 5G expansion and fiber infrastructure improvements.
Technology and Network
Cable Internet (Primary Technology)
Most Rogers customers receive internet via cable (coaxial) technology, which offers:
- Fast download speeds: Up to 1.5 Gbps on cable infrastructure
- Asymmetrical speeds: Upload speeds much slower than downloads (10-50 Mbps typical)
- Shared bandwidth: Speeds can slow during peak evening hours in dense neighborhoods
- Wide availability: Available wherever Rogers cable TV infrastructure exists
Fiber-Powered Ignite (Limited Areas)
In select urban areas (primarily Ontario, New Brunswick, Newfoundland), Rogers offers true fiber connections with:
- Symmetrical gigabit speeds: 2.5 Gbps upload and download
- Dedicated connection: No slowdowns during peak hours
- Low latency: Ideal for gaming and video conferencing
- Future-proof: Capable of multi-gigabit upgrades
5G Home Internet
Wireless alternative using Rogers’ 5G network:
- No installation required – plug-and-play
- Speeds vary based on signal strength and network congestion
- Suitable for rural areas or temporary setups
- $60/month with no long-term contract
Real-World Performance
Customer Service & Support
Major Issues Reported (2025-2026)
- Extreme wait times: Customers report phone hold times of 1-4 hours to resolve simple issues
- Billing fraud allegations: Widespread reports of unauthorized charges, services added without consent, and “phantom” fees
- Collections abuse: Aggressive collection calls for disputed or already-paid bills
- Impossible to cancel: Customers report spending hours trying to cancel service, being transferred repeatedly, or having cancellations “not processed”
- Bait-and-switch pricing: Promotional rates not honored, sudden price increases without notice
- Service outages: Major nationwide outage in July 2022 affecting millions, smaller outages continue
- No accountability: Supervisors refuse to escalate, promises not kept, callback requests ignored
Customer Testimonials (Trustpilot 2025-2026)
Common themes from verified reviews:
- “Worst customer service in Canada”
- “Stay away at all costs”
- “Billing nightmare”
- “Impossible to reach anyone who can help”
- “They make it intentionally difficult to cancel”
Support Channels
- Phone support: 1-855-381-7839 (expect 1-4 hour waits)
- Online chat: Available but often unhelpful, frequently disconnects
- Social media: @RogersHelps on Twitter/X (most responsive option)
- In-person: Rogers retail stores (limited to account and billing, not technical support)
- Self-service: MyRogers app and online portal
- CCTS complaints: Commission for Complaints for Telecom-television Services (last resort)
Survival tips if you choose Rogers: Document all interactions, record phone calls (legal in Canada with one-party consent), screenshot all bills, and use social media for faster response.
Who Rogers Is Best For
Good Fit:
- Speed prioritizers: If you need fast downloads and rarely need support, Rogers delivers best real-world speeds
- Eastern Canada residents: Strong infrastructure in ON, QC, and Maritimes
- Tech-savvy users: Who can manage setup and troubleshooting independently
- Bundle opportunities: Discounts available with mobile, TV, and home phone (but beware billing issues)
- Fiber availability: If you have access to true fiber (2.5 Gig) in select areas
Avoid Rogers If:
- You value customer service: The 1.3/5 rating reflects a genuine crisis-level problem
- You’re not tech-savvy: Getting help is extremely difficult
- You have billing concerns: Unauthorized charges and billing errors are rampant
- You need upload speed: Cable plans have very slow uploads (10-50 Mbps)
- You want hassle-free service: Rogers requires constant vigilance
- You’re a senior or vulnerable person: The aggressive tactics and poor support are especially problematic
Pros and Cons
Advantages
- Fastest average download speeds in Canada (198 Mbps)
- Unlimited data on all Xfinity plans
- Coast-to-coast coverage (97% population)
- Wide speed range (50 Mbps – 2.5 Gbps)
- True fiber available in select areas with symmetrical speeds
- No contracts on some plans (though promos require commitment)
- Strong network infrastructure investment post-Shaw merger
Disadvantages
- Worst customer service in Canada (1.3/5 Trustpilot)
- Extreme wait times (1-4 hours on phone)
- Widespread billing fraud and unauthorized charges
- Extremely difficult to cancel service
- Upload speeds very slow on cable plans (10-50 Mbps)
- History of major service outages (2022 nationwide)
- Aggressive collections on disputed bills
- Promotional pricing often not honored
- Higher regular pricing after promos expire
Installation and Equipment
Rogers provides an Ignite Gateway modem/router with internet service. The device includes built-in Wi-Fi and can support multiple devices.
Installation Details:
- Self-installation: Free option – equipment shipped, setup instructions provided
- Professional installation: $50-100 (sometimes waived with promotions)
- Appointment scheduling: Can take 1-2 weeks
- Equipment rental: Usually included in monthly price
Optional Add-ons:
- Ignite Wi-Fi Gateway pods: Mesh network extenders ($10/month or purchase)
- Ignite TV: Bundle discount available
- SmartStream: Prioritizes bandwidth for specific devices
Rogers vs Shaw (Post-Merger)
Following the 2023 merger, Rogers operates under two brands:
| Aspect | Rogers (Eastern Brand) | Shaw (Western Brand) |
|---|---|---|
| Primary Regions | ON, QC, NB, NS, PEI, NL | BC, AB, SK, MB |
| Branding | Rogers Ignite | Rogers together with Shaw |
| Technology | Cable + some fiber | Cable (coaxial) + fiber |
| Billing | Rogers billing system | Transitioning to Rogers system |
| Support | 1-855-381-7839 | 1-888-472-2222 |
See our Shaw page for Western Canada-specific information and Shaw-branded service details.
Alternatives to Consider
Given Rogers’ customer service crisis, strongly consider these alternatives:
Ontario & Quebec:
- Bell Fibe: True fiber with better (though still poor) support – 1.2/5 vs Rogers’ 1.3/5
- Videotron (QC): Regional provider with competitive pricing and better service
- Cogeco (ON/QC): Cable internet with more responsive support
- TekSavvy, Start.ca, Carrytel: Third-party resellers using Rogers lines with FAR better customer service
Atlantic Canada:
- Bell Aliant: Fiber and DSL options with regional support
- Eastlink: Regional cable provider with better local service
- Purple Cow Internet: Independent provider in select areas
Western Canada:
- Telus PureFibre (BC/AB): Symmetrical speeds with mixed but better reviews
- Shaw: Same company but separate support line (marginally better experience)
- TekSavvy, Lightspeed: Resellers with superior customer service
Real-World Performance Comparison
Based on 2025 independent testing of Canada’s major ISPs:
| Provider | Average Download | Average Upload | Customer Service |
|---|---|---|---|
| Rogers | 198 Mbps (Best) | ~95 Mbps | 1.3/5 (Worst) |
| Bell | ~185 Mbps | 109.9 Mbps (Best) | 1.2/5 (Worst) |
| Telus | ~170 Mbps | ~90 Mbps | 3.0-3.5/5 (Better) |
The Rogers Paradox: Best network performance, worst customer experience.
Bottom Line
Rogers offers Canada’s fastest average internet speeds (198 Mbps) with nationwide coverage reaching 97% of the population and competitive multi-gigabit fiber plans in select areas. The network infrastructure is genuinely excellent, particularly after the $6.5 billion investment commitment following the Shaw merger.
However, Rogers has the worst customer service reputation among major Canadian ISPs with a Trustpilot rating of 1.3/5. The issues aren’t minor inconveniences—they’re severe, consistent problems including extreme wait times (1-4 hours), widespread billing fraud, unauthorized charges, aggressive collections, and near-impossible cancellation processes. Thousands of verified customer reviews describe “nightmarish” experiences.
Current recommendation: Choose Rogers ONLY if you meet ALL these criteria: (1) You need maximum download speed, (2) You’re extremely tech-savvy and can handle issues independently, (3) You’re willing to meticulously document all interactions, (4) You can tolerate billing errors and fighting charges, and (5) You understand canceling will be a battle. For most Canadians, the superior network performance is not worth the customer service nightmare. Third-party resellers using Rogers’ network (TekSavvy, Start.ca, Carrytel) offer the same speeds with dramatically better support.
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