Hundreds of Rogers, Bell, and Telus Customers Frustrated as Prices Rise Mid-Contract

Customers with Canada’s largest telecom providers—Rogers, Bell, and Telus—are expressing frustration over contract clauses that allow price hikes mid-term, despite agreements intended to lock in service rates. Hundreds of customers have shared their concerns with CBC’s Go Public, describing how prices for internet, TV, and home phone services have increased unexpectedly.

The surge in complaints followed the story of Cathy Cooper from Sidney, B.C., who faced a $7 monthly increase for each of her Rogers TV boxes. Toronto resident Melani Norman also experienced a surprise increase on her first bill with Bell, seeing a $5 rise in her TV service fee despite assurances of a fixed rate.

According to contract law expert Marina Pavlović from the University of Ottawa, such telecom contracts are often “a trap by design.” Pavlović says it’s time for the Canadian Radio-television and Telecommunications Commission (CRTC) to step in to ensure more consumer-friendly terms.

The CRTC has responded to the growing outcry by issuing a statement reminding telecom providers that price terms must be clear and that customers should not face unannounced hikes. The regulator has also announced consultations with telecom companies, consumers, and other stakeholders to examine these practices.

Consumer advocate groups and MPs are calling for immediate action. NDP industry critic Brian Masse has urged the Liberal government to pressure Rogers to roll back recent increases on TV box rentals. Meanwhile, the Standing Committee on Industry and Finance has passed a motion to have Rogers CEO Tony Staffeiri testify about mid-contract price hikes.

The CRTC consultations aim to ensure that telecoms provide transparent and straightforward pricing, giving consumers greater confidence in their contracts. Pavlović suggests a hearing is overdue, emphasizing that “we need to bolster the rights of consumers.”