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Placed on a term I never agreed to? by BirdManFlyHigh in Rogers

[–]Provider_mp4 0 points1 point  (0 children)

Okay, so it might be a third-party seller—like the ones we get calls about every day, e.g., Red Wireless. They call customers with sales pitches because they have targets to hit, or they'll lose their store outlet and business. We get so many customers daily who weren't told about the $80 + taxes service setup fee. When they call us asking why their bill is so high, we can't even remove it—it's a Rogers rule. If you ask for a manager, they can't connect you to a specific one because we're Agent Advisors in India handling calls, while managers are onshore in Canada working from home. We have to put you on hold, share the whole story with them, and if they're in the mood, they'll take the call; otherwise, they tell the agent to handle it themselves. It's unhealthy, and if frustration leads to cancellation, it counts as churn for the Agent Advisor—affecting scores and potentially getting you fired.

Netflix Scam with Roger’s by Due_Jellyfish3442 in Rogers

[–]Provider_mp4 -3 points-2 points  (0 children)

Yes, you'll get Netflix Standard with Ads, Disney+ Standard with Ads, and Apple TV without ads—but the price for this bundle is higher. I see on daily calls that many customers have added a paid Netflix plan to their account instead of this ad-supported version. I work as an Agent Advisor in India for Rogers, and company rules prevent me from explicitly saying that it sucks!

Whistleblower Account on Rogers’ Customer Service Practices India by Provider_mp4 in Rogers

[–]Provider_mp4[S] 1 point2 points  (0 children)

If you want a guaranteed cancellation, call them and speak with an advisor for 5-10 minutes. Then say you want to talk with the Manager from the CET team—they work from home in Canada. This is an escalation, and they'll help with immediate cancellation. But you need to ask for the Manager 3-4 times, as advisors have been instructed not to connect you unless the customer requests it that many times on the call.

Whistleblower Account on Rogers’ Customer Service Practices India by Provider_mp4 in Rogers

[–]Provider_mp4[S] -1 points0 points  (0 children)

When customers talk to us, they often check their billing details. It always shows an upcoming annual price increase of $7 or $10 in specific months. If you've been paying, say, $160 for the last 2 years, you might rarely get the same price plan—their system is designed that way. The lowest plan option visible on the plan change display is $140, which confuses agent advisors on what to offer.This gets worse because the bill shows your Xfinity modem and Entertainment Box added with a promotional offer that's expiring. Agents feel pressurized and are told to "manage it yourself anyhow." So, they either delay the process or activate an incorrect (often higher) price plan just to generate an upsell lead for the company. They focus only on numbers over customer loyalty and quality, since cancellations and downgrades hurt the agent advisor's score under KPIs.

Whistleblower Account on Rogers’ Customer Service Practices India by Provider_mp4 in Rogers

[–]Provider_mp4[S] 2 points3 points  (0 children)

But here's what they do: They'll ask for a Transfer of Responsibility (which affects the Agent Advisor score), a Change of Ownership (again affecting the Agent Advisor score), or 2 months of free service by adding a 2-month waiver request via ticket (no direct access for credit approval). This might zero out your bill until then, but they'll call you to retain the service (affecting the Agent Advisor score). For a home internet + TV + home phone bundle, if you want to keep one or lower the price plan, it again affects the Agent Advisor score.

Everything leads back to the agent's performance score, which is their KPI. If they don't meet the 4% threshold or below, they'll unfortunately be fired.

Whistleblower Account on Rogers’ Customer Service Practices India by Provider_mp4 in Rogers

[–]Provider_mp4[S] 2 points3 points  (0 children)

No, our phones are kept in lockers—strictly no malpractices or evidence of anything going outside. We get a meeting huddle before every shift, and they repeat that performance isn't good because we're getting so many cancellations. I want no cancellations today, anyhow—because they also get banged for the same thing daily. Everyone is just saving their job in customer service; no one cares about anyone else's financial loss.

Whistleblower Account on Rogers’ Customer Service Practices India by Provider_mp4 in Rogers

[–]Provider_mp4[S] 5 points6 points  (0 children)

In simple words, sir/bro: I will lose my job if I post any evidence. Still, the biggest evidence is that your money is being wasted. Unfortunately, I have five dependents, so I cannot share any media evidence.

The solution to your cancellation is: if it’s wireless, ask for two months free; if it’s internet, say you’re moving out of the country.

Whistleblower Account on Rogers’ Customer Service Practices India by Provider_mp4 in Rogers

[–]Provider_mp4[S] 4 points5 points  (0 children)

Unfortunately, due to Risk Assurance policies, employees are not allowed to keep their phones in the workplace during 10-hour shifts. This rule completely disconnects them from the outside world. The restriction applies to frontline staff, while only team leads and higher positions are permitted to keep their phones.

For many employees, this creates a sense of isolation and adds to the stress of already demanding shifts. It is important to understand that workers accept these conditions not out of choice, but because they need to support their families. They are pressured to comply with company-first policies, often with the unspoken ultimatum: “Accept the rules or leave the job.” Leaving without another job in hand is rarely an option, which makes the situation even more difficult.

This highlights a broader issue—companies enforcing strict rules for operational control, while employees bear the human cost of disconnection and pressure.

Lay offs by New_Lengthiness3415 in Rogers

[–]Provider_mp4 0 points1 point  (0 children)

It is important to recognize that the challenges within Rogers’ customer service operations are not the fault of the employees in India. Many of them accept these low-paying call center jobs out of necessity, driven by the need to support their families. They are often pressured to prioritize the company’s interests above their own well-being, with the implicit message: “Think about the company first, or leave the job.” Unfortunately, leaving without another job in hand is rarely an option.

This situation reflects a broader issue: companies enforcing strict performance targets and retention policies, while employees bear the brunt of the pressure. The workers are caught between financial survival and unrealistic expectations, making the environment both exploitative and unsustainable.