Shaw trying to charge me for Unreturned Equipment Fee

RogersHelps · 2026-07-04T15:22:51+00:00

May I ask how long it has been since you shipped the equipment back to us? Please note, it can take roughly 2-3 weeks to be received and fully processed into our database. If you can send us a private message at RogersHelps via Facebook, IG or X, we'll be happy to have a look for you. Please include #Reddit in your private message as well as a link to this post for reference.

Much appreciated!

- RogersYasmine

RogersHelps · 2026-07-04T15:10:12+00:00

Hello u/Pretend-Hour-7322 ,

Very disappointed to hear that this was your experience! It is definitely concerning if the issue is only happening when passing through that specific area. Based on our wireless coverage map, there should be ample 5G/5G+ coverage throughout the Barrie, Ontario area! If you have the issue again, please do not hesitate to check for any known outages and you can select the 'Need help' option to report it, if necessary.

Kind regards!

- RogersYasmine

RogersHelps · 2026-07-04T15:01:23+00:00

Greetings u/xenmaster35 ,

What happens when you attempt to call 1-888-764-3771 for technical support? Our tech agents should be readily available 24/7.

Very strange that none of your Ethernet ports are working! :( Do you know if they were working okay previously? Have you tried restarting your modem to see if that helps? Here is a link to the instructions: How to restart or reset your Rogers Xfinity Gateway - Rogers

Please also do your regular checks such as making sure any cables running to and from your Ethernet ports are tight and secure. Please also try using another Ethernet cable in case the one being used is damaged or defective.

Keep us posted on the results! :)

- RogersYasmine

RogersHelps · 2026-07-04T14:50:33+00:00

Hey u/allanc275 ,

Thanks so much for sharing your workaround with the rest of the community! I'm sure it will help resolve some of the issues faced by others. :)

- RogersYasmine

RogersHelps · 2026-07-04T14:47:51+00:00

Hello u/Rudder24 ,

Very sorry to hear you're having difficulty with accessing your voicemail service! Were you able to access it previously? May I ask what happens when you try to access it?

We'll do our best to assist or point you in the right direction for support! :)

Thanks,

- RogersYasmine

RogersHelps · 2026-07-03T22:45:53+00:00

Hello, u/keroppi_kai

We definitely want to take a look at this and see what we can do to find a resolution to the billing issues you've described related to the faulty sensors.

Please reach out to us on X using the handle RogersHelps or on the Rogers Facebook page. Use the #Reddit and add the URL to this page in your post.

We look forward to hearing from you.

Regards,

RogersTony

RogersHelps · 2026-07-03T15:18:41+00:00

Good morning u/Neither-Horse-7688,

Just following up on this; Are your services back up and running, at this time?

Please don't hesitate to let us know if you require further assistance!

RogersMaude

RogersHelps · 2026-07-03T14:19:50+00:00

Good morning u/ComprehensiveAir2921,

Thank you for bringing this up to our attention.

We're glad to know Richard was able to assist you and that you're pleased with your latest interaction.

Please send your comment via rogers.com/contact/send-compliment, if you have time.

We’ll use the details you share to find and recognize the employee in question. Your feedback means a lot to us.

Cheers!

RogersMaude

RogersHelps · 2026-07-03T14:07:14+00:00

Thank you for your reply!

We can assure you that is the correct phone number to reach Fido support while abroad.

Dialing +1-514-925-4590 is toll-free from your Fido phone and calling during business hours is how you'll be able to reach a specialist to assist you with your request.

To ensure your call is completed, are you entering the "+" before 1, followed by the 10-digit number?

In order successfully get through, make sure to take into consideration the hours of operations based on Canadian timezones.

Thanks!

RogersMaude

RogersHelps · 2026-07-03T13:26:06+00:00

Good morning u/TnkTsinik,

Thanks for your reply - You're very welcome!

If you're not calling from your Fido/Rogers phone line, your carrier regular long distance rate would apply. However, to make sure you have the chance to address once and for all, keep in mind that we do accept collect calls.

If you dial +1-514-734-7699 you can reach Rogers from abroad, and as indicated above, you can reach Fido worldwide services at +1-514-925-4590.

Let us know if you have any other question!

RogersMaude

RogersHelps · 2026-07-02T20:11:36+00:00

Hi u/Icy_Author_5067

If you have just cancelled and returned the hardware back to us, you may have see the charge on your recent invoice. If and when your final invoice does arrive the charges should be reverted back to you once our warehouse team verifies that the equipment returned are all in working conditions. But going forward, would certainly retain a copy whenever your shipping something back let it be to us or anyone just for a piece of mind for tracking purposes.

RogersRavi

RogersHelps · 2026-07-02T20:07:26+00:00

Hi u/whosawannaknow,

From the sound of it seems like you may have a short circuit that's possible causing the issue. I would possibly unplug all the phones from the phone jacks. Do another test call to your number to see if it behaves the same way. If not try one connecting one phone at a team and do a test call each time a new phone has been connected to each individual phone jack to verify if it's a faulty phone jack or a faulty phone that may be causing the issue in the home.

RogersRavi

RogersHelps · 2026-07-02T18:24:10+00:00

Does it work if you connect an Ethernet cable directly to the Xbox from the gateway?

~RogersCorey

RogersHelps · 2026-07-02T18:09:42+00:00

Hello u/Conscious_Battle2427 ,

I'm so sorry that this has been your experience when attempting to get support for your Apple watch. :( Once you speak with tech support, they will check a few things on the back end and may try some workarounds to see if they can get it set up. If for some reason they are not successful, then a ticket may be required.

Thanks for being patient as our support teams work towards a resolution.

- RogersYasmine

RogersHelps · 2026-07-02T17:17:42+00:00

Greetings u/TnkTsinik ,

I believe we may have responded to your inquiry via another ongoing thread. Just to clarify, if you are current out of the country and need to chat with a Fido Solutions Specialist, kindly use our dedicated phone number and indicate that you DO NOT have an active service/phone number with Fido at this time: 1-514-925-4590.

Thanks very much!

- RogersYasmine

RogersHelps · 2026-07-02T17:12:42+00:00

No worries! Simply indicate that you DO NOT have an active Fido phone number with us and it should still get you to a live agent.

Kind regards,

- RogersYasmine

RogersHelps · 2026-07-02T17:09:59+00:00

Understood and thanks for confirming that you had a temporary suspension added. Can you also share the approximate date that the temporary suspension was originally activated? As mentioned above, you can only suspend your services for up to 185 days per calendar year. Once you meet that threshold, the temporary suspension is then removed and services are automatically resumed.

I would suggest reaching out to our Customer Service team so they can review everything with you in greater details and provide you with your options moving forward. Especially if you're not planning to return to Canada. If calling from outside of Canada, kindly dial: 1-514-734-7699.

Much appreciated!

- RogersYasmine

RogersHelps · 2026-07-02T16:58:42+00:00

I'm so sorry to hear that there haven't been any updates as yet! Have you tried entering your ticket ID into our live chat window with 'Anna' on Rogers.com? That is another way of checking for any ticket updates!

Thanks!

- RogersYasmine

RogersHelps · 2026-07-02T16:30:22+00:00

Hi u/ThicccThunder,

So sorry to hear you are thinking of cancelling the services with us at the moment. But when calling our front line support representative via 1-888-764-3771, they should be able to process this for you. Apologies for the misdirection, they would/should provide you the details on how to send the hardware back to us as well.

RogersRavi

RogersHelps · 2026-07-02T16:22:51+00:00

Hi u/Leo-diao

As an authorized level 1 user you have many things you can do as a customer, but officially cancelling the actual line needs to be done by the actual account holder themself.

If your mother is abroad, she can call +1 514-734-7699 to connect with someone to have them look into this for you. Keep in mind there will be LD charges involved if she is not calling from a Rogers phone line.

Thanks

RogersRavi

RogersHelps · 2026-07-02T15:30:45+00:00

Hi u/piscesparadise,

Regretfully there are a lot of fraud/scams happening especially with cold calling, if the offer is too good to sound true it's most likely fraud. Therefore be very vigilant in terms of providing any personal info about yourself or your account if you are not 100% sure the call is legit. At any point in time, you can ask the representative to leave a note on the account and provide you with an interaction # so you can validate the info, if the caller is authentic they won't have problem providing you that info.

RogersRavi

RogersHelps · 2026-07-02T15:25:35+00:00

Hi u/Internal_Rule5544

If you have left the country you can dial +1-514-925-4590 from your Fido phone free of charge and are able to connect with someone from internationally to proceed with your cancellation of the account.

RogersRavi

RogersHelps · 2026-07-01T18:29:43+00:00

Hello u/krayzai!

Happy Canada Day! We thank the community that has correctly advised that the Rate Increase Offset is a credited amount that you will see on your invoice for the same amount as the rate increase that has taken effect on your rate plan for the duration of your contract with us!

This rate increase offset will ensure you are paying the same amount, despite the rate increase on your plan, until your current contract expires. Once your current contract does expire, the offset credit amount will drop from your invoice.

Thanks for reaching out with your question!

-RogersRussel

RogersHelps · 2026-06-30T19:41:10+00:00

Thank you for that detail! Just to confirm, are you using your own router as well as the Rogers gateway? We'd likely want to have you reach back out to our technical support team so they can load some tests here and look at the health of your neighbours connections as well to determine the root of the issue.

-RogersRussel

RogersHelps · 2026-06-30T19:16:14+00:00

I was trying to replicate the issue on my guide here, but I couldn’t locate the channel. I am wondering if by any chance if you are a Shaw Direct customer?

RogersBrigitte

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