How Rogers is Responding to the COVID-19 Pandemic

By Stephen Clark

Last updated 25 January 2021

In this Guide

Connectivity Commitment
Customer Relief
Network Stability
Retail Stores
Service Appointments
More Information

Article Summary

Rogers was one of the first telecommunications companies in Canada to recognize the need for a quick and comprehensive COVID-19 response. Throughout the country, Rogers is following provincial restrictions in order to keep customers and employees safe. The company also ramped up the Pro On-the-Go program in multiple cities which allows you to buy a new phone and plan online and have it delivered to your home within 24 hours.

Telecommunications systems are being pushed harder than ever before amidst the COVID-19 epidemic, yet they're holding up. Rogers, Bell, Telus and every mobile provider is committing to keep Canadians connected, ease the burden of working from home and stay in contact with loved ones. Here's what Rogers has done.

Rogers Connectivity Commitment

Many customers suffered economic uncertainty, so Rogers provided flexible payment options to those suffering hardship as a result of the coronavirus pandemic. Although the program was initially launched for the start of the pandemic shut-down, if you have ongoing struggles, reach out to speak with a Rogers customer representative.

Relief for Rogers Customers

Changes to services listed below applied automatically for active users during the first few months of the pandemic. As of October 8, 2020, most relief listed has expired. Contact Rogers customer support if you have any questions.

No long-distance fees applied for nationwide calls in Canada, even if your plan only included local or province-wide minutes
All roaming charges (i.e, Roam Like Home, Fido Roam and pay-per-use fees) were waived for Canadian postpaid customers outside the country in over 180 countries supported worldwide
Most storefronts that closed have reopened
Data overages on all home broadband internet plans werewaived between March 14 to June 30, 2020
Home phone customers were not billed for long distance on any calls within Canada from March 16 to June 30, 2020
Free educational, entertainment, and news channels were added for all Rogers TV and Ignite TV customers from March 16 to June 30, 2020
Rogers Ignite customers could access free channels using the Rogers Ignite app or IgniteTV site (mobile data charges may apply)
All previously scheduled price changes were postponed

These changes also applied to customers of Fido and Chatr. More information about COVID-19 and what changes Rogers made to regular service can be found on their site.

Rogers Network Stability

Technicians are actively monitoring networks and services to ensure performance is not affected during this unprecedented demand. Rogers is committed to managing capacity if there is a spike in consumer demand.

Rogers, Fido and Chatr Retail Locations

Select Storefronts have reopened in regions where it's allowed
Employees follow all Public Health recommendations
Sanitization procedures and physical distancing measures are enforced
Stores are limiting the number of people inside and adjusting store layout to promote physical distancing
Retail locations added new health and sanitation procedures

Home Installations

Customers with home installation appointments can reschedule, postpone or opt for self-installation with no-contact home delivery of necessary equipment
Field technicians are equipped with safety kits including protective gloves and sanitizer
Rogers Pro-on-the-Go program has expanded to more areas to serve customers in their home, including the Greater Toronto Area, Ottawa and southwestern Ontario, Vancouver, Calgary, and Edmonton.

Rogers COVID-19 Response Page

A comprehensive micro-site details the Rogers Communications COVID-19 pandemic response. Each page includes a summary of their efforts, FAQs, and further information.