Cell Phones

Bell, Rogers get most complaints about internet, phone service

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  • Apr 3rd, 2015 12:00 pm
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[OP]
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Mar 31, 2015
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Burnaby, BC

Bell, Rogers get most complaints about internet, phone service

Bell, Rogers get most complaints about internet, phone service
Incorrect charges, misleading contracts, inadequate service get Canadians riled
1:40 PM ET
CBC News
Canadians made 8.5 per cent fewer complaints about their internet and phone providers in the six months between Aug. 1, 2014, and Jan. 31, 2015, according to the independent agency that is meant to resolve such complaints.

But that doesn't mean consumers are happy with telecom in this country. A total of 5,468 complaints were made in that six months, with Bell and Rogers topping the list for annoying their customers.


There were 1,989 complaints about Bell and 1,240 about Rogers, according to the Commissioner for Complaints for Telecommunications Services (CCTS). Despite being one of the big three telcos, Vancouver-based Telus had far fewer complaints, just 243.

Complaints resolved

The CCTS says it resolved 87.4 per cent of complaints to the satisfaction of both the customer and company involved.

The most common complaints:

Incorrect charges.
Misleading or non-disclosed contract terms.
Intermittent or inadequate quality of service.
Early cancellation fees.
30-day cancellation fees.
Refunds not received.
Data charges.
Changes to the contract.
Code violations on rise

While complaints are down, the CCTS saw a surge in violations of the Wireless Code of Conduct created for ISPs and telecom companies by the CRTC in December 2013.

There were 324 violations of the code, CCTS CEO Howard Maker wrote in a blog on the agency's website. The most common violations were disconnection without a proper notification to the customer, changes made to contract terms and other aspects of a wireless or internet contract that violated the code, including not disclosing the full terms.

That's a 10-fold increase over the 30 violations noted in the previous six months, and reflects in part, differences of opinion between the companies and the CCTS over how to interpret the code, Maker said.

For example, providers believed the code forces them to send a notification of disconnection only if they are cutting off the customer permanently, while the CCTS believes customers also should be notified of temporary shutdowns.

This period also reflects a time of change in the structure of cellphone contracts, as the telcos move to two-year contracts and the CCTS refines its understanding of the code, he said.

Maker said one provider's contract was particularly problematic – triggering 60 complaints. He did not name the provider, but said the CCTS is working with the company to resolve problems.

Complaints to the CCTS by company

Bell, 1,989
Rogers, 1,240
Wind, 361
Virgin Mobile, 312
Fido, 306
Telus, 243
Videotron, 149
Koodo, 76
Bell Aliant, 74
Primus, 69
7 replies
[OP]
Jr. Member
User avatar
Mar 31, 2015
136 posts
8 upvotes
Burnaby, BC
CCTS saw a surge in violations of the Wireless Code of Conduct created for ISPs and telecom companies by the CRTC in December 2013.

Rampant illegal activities?
Deal Guru
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Nov 30, 2009
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Toronto
Good for Telus! Bell/Rogers are being difficult just for the sake of being difficult. The only way to get your complaints down is to invest better in your employees. Telus is lucky to have it's business based out west, people seem to be a bit more lax. I wonder how the downturn in Alberta will effect its operations though, as all there premium clients are based out of AB/BC.
Banned
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Nov 1, 2014
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umm?? this is stupid

of course they would get the most complaints..they are the biggest and have the most customers lol
Deal Guru
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Nov 30, 2009
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LandKing wrote: umm?? this is stupid

of course they would get the most complaints..they are the biggest and have the most customers lol
Yeah, but it's also efficiency. Before the CCTS intervenes the carrier gets a chance to respond.
Deal Fanatic
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May 9, 2009
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Montreal
LandKing wrote: umm?? this is stupid

of course they would get the most complaints..they are the biggest and have the most customers lol
Bell, Rogers and TELUS are all comparable in subscriber count. Yet Bell has 6 times as many complaints as TELUS and Rogers has 4 times as many complaints.

Even Wind has more complaints than TELUS. This is notable considering Win's subscriber base is roughly 1/10 that of TELUS.
Deal Fanatic
Mar 12, 2010
6092 posts
636 upvotes
SW Ontario
This was posted in HOFO:

[QUOTE]Ok I have normalized the numbers. Complaints for every 1 million customers:

Bell: 255
Rogers: 130.52
Wind: 451.25
Telus: 31.15
Videotron: 286.53[/QUOTE]

Sooo.. That means, per customer, WIND tops the complaints!

Wind
Videotron
Bell
Rogers
Telus (waaaaay below)
Deal Guru
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Nov 30, 2009
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Telus entire corporate scorecard (which you can find on their website) is based on customer satisfaction. Anybody ever speak with Telus CSR and notice a survey at the end of your call? You're basically rating the agent performance, so every time you put '5' which is excellent you are basically helping dictate their performance bonus.

Telus benefits from having its consumer based out west. A lot of people I talk to thinks Bell owns Telus lol, still makes me laugh - although they are pretty cozy.

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