Way back in 2004 we decided to get Cable TV from Rogers. We were leaving the country for several weeks with our youngest child and were leaving our elder child in the care of my parents. It seemed merciless to cut my Dad off from 7×24 TV news coverage for weeks, so we got cable for him. For a variety of reasons, most of which are spelled p-r-o-c-r-a-s-t-i-n-a-t-i-o-n, we didn’t cancel it when we got back. But the time has come to cancel our cable service; To me, though, it seems like the Rogers cancellation policy borders on illegal.
Whose Bill Is It?
I should have known that cancelling cable would be similar to severing my own limb using a plastic knife. However, since I am eternally optimistic (if cynical), I phoned Rogers at the number listed on our bill. I should have known there would be a problem because it technically is my husband’s bill, not ours. It is in his name only.
Anyway, I tried.
I called at 1:28. At 1:29 after selecting a variety of voice mail options that led no where, I was put on hold. At 1:30 the call was picked up.
At 1:42 I finally hung up.
I had not been able to cancel the bill. Nor was I able to find out how my husband could cancel in writing by fax, email or Canada Post.
Rogers Cable Says I Cannot Cancel My Cable TV Service In Writing
This is the part that seems borderline on illegal to me. The representative on the phone told me, repeatedly, that it is not possible to cancel Cable TV by sending in a letter: Not by fax, by email or by registered mail delivered by Canada Post!
I have heard many people complain about contracts that MUST be cancelled in writing. This is the first time I’ve encountered one that CANNOT be cancelled in writing!
To have spent 12 minutes waiting just to be told I could not cancel the service was very annoying indeed.
Why Did It Take 12 Minutes to Not Cancel the Service?
I told the agent plainly that we were cancelling because the cost for the service has become “way, way, way too high.” When we started cable in 2004, we were paying $26.44 including taxes etc. We are now paying $40.50 including taxes and strange fees to the CRTC. That’s an increase of $14.06 or over 53% in less than 10 years.
Now, to add insult to injury, Rogers has announced that as of Sept 17, 2013 they will charge you $2 to send you a bill. That’s right you have to pay for the privilege of owing them money. I wouldn’t take this from Bell and I won’t from Rogers either. (To do the agent justice, he did say that we could work out something to remove this $2 fee. Of course I had to phone in to find that out.)
The agent said he had to check what discounts he could offer for the service before he could accept a cancellation since we had stated the reason for cancelling is price.
Will my husband have to endure another 12 minute delay when he calls in to cancel?
How Can I Cancel the Cable If My Husband Can’t Phone Rogers?
Believe it or not, there is one way I can cancel the service if my husband can’t or won’t phone in:
- I have to get a Power of Attorney
- I can fax the Power of Attorney in to Rogers
- I can then phone in to go through the phone in cancellation process again!
I’m amazed. Actually sort-of stunned. Why on earth can you not simply write a letter stating you are cancelling your TV service?!
Rogers Cable Has the Worst Cable TV Cancellation Service I Can Imagine
In conclusion, I think Rogers should win some sort of prize for most bizarre contract cancellation policy.
Have you cut the cable? Did you find it quick and simple or tortuously slow and silly? Please share your experiences with a comment.