How to talk to a real person at Rogers Wireless

If you’re a Rogers “Pay As You Go” wireless customer, you may have found yourself perplexed when attempted to contact a human being about your account. If you call the main customer service number for Rogers, they tell you that they can’t help you. If you call the number for “Pay As You Go” customer service, you appear only to be able to talk to a robot.

It seems, however, that you can punch through to a human being by saying “other options” when you’re asked what you want to do. Then you have to say “how to contact Rogers” and listen to a long spiel that includes the fax number, mailing address and website; only at the end of the spiel can you respond with “Yes” that you have “an urgent issue” that requires talking to a real person.


Shirley Thau's picture
Shirley Thau on April 26, 2009 - 00:36 Permalink

I am having trouble putting more money into my Rogers cell phone account & today April 25 is the last day!! I do not want to lose my present balance — can someone please contact me. Melanie on the phone seems to be useless

Michel Grenier's picture
Michel Grenier on November 16, 2014 - 23:10 Permalink

I wanted to talk to a REAL person about Pay as you go.Today Nov 16th 2014 I added $40.00 to my account thinking Exp date would be in 2015. But I made a mistake. Can you cancel the transaction for $40.00 that I made today and I will redo in the month of december for the new year. Hope to hear from you not a ROBOT. Michel

Baeb's picture
Baeb on May 2, 2015 - 20:01 Permalink

If you have anymore problems call 1-800-575-9090. When the auto voice says press 1 etc - dial 411. You get to speak to a real live person. All the way in the Philippines mind you, alas
a real person.

Kay Graham's picture
Kay Graham on April 30, 2009 - 18:58 Permalink

Wow, I did it! Talked to a real person who was quite helpful. The only thing I want to add is that many times “Melanie” (the robot) can’t understand words and you have to punch in numbers which she provides. At the very end of the process of getting to a human, she says “say yes” but doesn’t offer a number. I punched in 1 (one) and it worked.

Thank you!

Peter Rukavina's picture
Peter Rukavina on April 30, 2009 - 19:11 Permalink

I’ve found that even when I want to talk to Melanie, if I’m outside or in a noisy place she can’t make out much of what I say. As a result I almost always use the “keyboard equivalents” she understands: 1 for yes, 2 for no.

Pang's picture
Pang on November 27, 2009 - 19:33 Permalink

OMG THank you very much! Melanie is a $&%^$!

Mike's picture
Mike on July 1, 2010 - 01:40 Permalink

I just added 20 dollars to my account 10 minutes ago. I then wanted to see if I could add some money to my text message account. I tried to get hold of a “human” clerk and somehow ended up going back to check my balance. Exactly $10 come off my account in the 10 minutes I tried to figure out how to add money to my texting account. I then used my house phone to call the 1-800 and finally got the machine to redirect me to the offices which are “unfortunately” closed. It is very annoying and frustrating when anyone, let alone myself, has to go through a lengthy procedure in order to talk to someone (besides the machine) especially in my particular circumstance. I am pretty agitated with Rogers. Many of my friends have horror stories in terms of dealing with Rogers’s customer service. Although it is only $10 that is the plight of my unsatisfactory feelings towards Rogers, it was $10 I worked hard to earn and I don’t want to see it go to waste. I am would like to reiterate my disappointment with the Rogers pay as you go service line!

Tessa's picture
Tessa on July 5, 2010 - 17:22 Permalink

Amazing, thanks so much….trying any other way is just sooo frustrating. This is awesome, thanks again:)

Lori's picture
Lori on September 29, 2011 - 17:25 Permalink

To get a person, dial *611 from your cell. Then dial 4-4-1.
Once the robot goes through her spiel. Choose 4 (General Information) then choose 4 (Contact Rogers). The robot is going to tell you to mail them or go online. Then they’ll go through a bunch of bull. Then it tells you to hang up or press 9 for the Main Menu. It fails to tell you about Top Secret option number 1. If you press 1, you get a real person. The person who helped me was nice and very helpful.

BOB BLOUIN's picture
BOB BLOUIN on February 19, 2018 - 17:36 Permalink

Thank you SO MUCH Lori!!! I just dialed *611 then 4-4-1 and in SECONDS I was talking to a real person!!!! And it took her about 3 minutes to deal with my problem and everything was perfect.

Dale's picture
Dale on November 8, 2011 - 16:16 Permalink

Thanks Lori for the tip. But be prepared to be put on hold before you actually talk to anyone — I gave up after 15 minutes since I&#39m guessing the one person they have taking calls was very busy.

Taylor's picture
Taylor on December 1, 2011 - 16:09 Permalink

Thank you soooooo much Lori this helped soo much!! FINALLY got through to someone!!

D's picture
D on December 1, 2011 - 20:37 Permalink

Thank you so much Lori, it worked!

Liz's picture
Liz on March 4, 2012 - 00:58 Permalink

thank you so much. trying to get hold of someone nearly drives you to tears and I googled how to get a live person out of desperation — thanks again!

Janelle's picture
Janelle on April 14, 2012 - 19:55 Permalink

Thank you!! After looping around hopelessly with “melanie”, I found your info on talking to a real person. I had added $50 to my phone last month. Since I rarely use my phone, only used $2 in calls I was shocked to realize my entire account had been wiped out. Of course Rogers has recently changed the rules on pay as you go. BE FOREWARNED, if you do not put a $100 on your account, they will clear it out at the end of the month. They scooped $48 of my $50 and closed out my account so I couldn’t contact them, email them or add money to my phone.

The REAL person I talked to, thanks to you was very helpful and available in less than a few minutes. She told me by putting on $100 it will last for the whole year. Something we didn’t see in the small print nor were informed about when we had talked to a customer service person when they changed the rules. She also added back the $48 and I put on an additional $100 to keep my calling secure for the next year.

Thanks again

Ehud42's picture
Ehud42 on July 20, 2012 - 20:46 Permalink


- first (related) the secret talk to person option 1 works even if you call the pay as you go self serve toll free number (from Canada) 1-800-575-9090

- second (unrelated, but have to rant) it really sucks that they charge for incoming texts when roaming to the states. “Stephanie” (the human on the phone) was appologetic, but completely unable (unwilling?) to help me on this one. As of July 2012, there is no add on / package / option to either receiving texts for free or disable texts completely to avoid charges. I will be travelling to the US soon for a few days and had switched from MTS to Rogers explicitly to be able to use the phone in the US. I had hoped / assumed I could buy a texting bundle / add on that provided free incoming texts. Oh well. Should have done more research before switching.

sohail's picture
sohail on August 26, 2012 - 00:31 Permalink

my iphone 4 locked connect to itune i am out of country with out my computer what should i do

paul whitehead  EAST VAN's picture
paul whitehead ... on October 28, 2012 - 16:18 Permalink

holy @#$%…….I cant take this anymore….I have had an account with this company since 1989…
THEY WERE CALLED»»> Cantel AT@T then………
25 years…..and the service is @#$%^&* ridiculous…….
I am going to cancel this account and get a different carrier…
shit service………..had enough

no name's picture
no name on November 17, 2012 - 22:43 Permalink

this company should make a change in the system.

Julia's picture
Julia on November 30, 2012 - 21:03 Permalink

Below is what I got from Rogers:

you will need to call customer service at 1-800-575-9090 they are open Mon-Fri 8am-12am; Sat 8am-9pm; Sun 10am-8pm eastern standard time and select prompt 4 listen to the entire message then press 4 again listen to the entire message again then press 1 then press 1 again to speak to live agent.

Hope it would help.

Alex Brown's picture
Alex Brown on January 31, 2013 - 20:39 Permalink

The above advice on how to speak to a live Rogers agent is still valid 0 it was confirmed to me a few minutes ago by such an agent: 1800 575 9090, option 4, 4, 1

Krys's picture
Krys on February 3, 2013 - 21:29 Permalink

I did it!! And dealt with a very helpful agent!!
Thanks for the help :)

S's picture
S on March 18, 2013 - 21:55 Permalink

thank you for posting such vavaluable information this is even not mention on rogers website yes it works

bangrand's picture
bangrand on April 15, 2013 - 15:18 Permalink

Just phone 188876433771 (rogers1) and continue to hit 0 until it transfers you. 5 or 6 time. It asks you to make another selection like 2 or 3 time then bang.

jo's picture
jo on April 16, 2013 - 18:52 Permalink

Does anyone have a MAILING address. I prefer mailing a letter the old fashion way.

T Leung's picture
T Leung on June 1, 2013 - 17:36 Permalink

Another way is to call the Pay As You Go activation line at 1 888 542-7437. Although it is activation, the agents can take care of billing/payment on the account. I did that 2 times. First the system couldn’t automatically top up for whatever reason. After they restored my balance and did the top up manually, the system charged by credit card $20 EVERY FREAKING DAY for 13 days. I saw those top up messages coming in thinking it is just a system goof, they can’t be charging that every day. They DID.

Lesson learned: Don’t use automatic top up if you don’t have to.

Garth's picture
Garth on July 25, 2013 - 18:38 Permalink

Another Rogers Pay As you Go Activation line number:

D.J.'s picture
D.J. on September 13, 2013 - 18:06 Permalink

I too, having great difficulty trying to locate a “REAL human’s voice” accessible number with Rogers to discuss my pay-as-you-go account.
Frustrating, time-consuming and NOT customer/user friendly the “to contact” info

Bev.'s picture
Bev. on October 8, 2013 - 16:50 Permalink

Thanks Lori re Sept/11,and to Alex Brown Jan/13. followed your advice and today easily got a wonderful,friendly,helpful “Real Person ” at Rogers named Tracy who very quickly and kindly helped me.Tracy very politely informed me that monthly ” top up reminder” will always pop up even if you have auto top up. This is also to remind those people who may have changed their credit card and did not inform Rogers of change for them to do so. Also thanks to Julia,Nov/12 for the office hrs . Really appreciate all of your info ..THANKS!!!! Hope You ALL Have a Happy Thanksgiving !

Terence's picture
Terence on November 22, 2013 - 19:49 Permalink

I switched two phones from a monthly family plan to two Pay-As-You-Go plans with unlimited texting. Rogers set it us as unlimited evening/weekend calling. It wasn’t something the automated system could fix. So a big thanks Alex Jan 13,2013 for the contact info. It took 20 minutes to fix both accounts. Bottom line, this contact method still works.

Elvis's picture
Elvis on February 14, 2014 - 00:52 Permalink

me too! thanks

Elvis's picture
Elvis on February 14, 2014 - 00:57 Permalink

just got through to an agent.

I asked the agent where the call centre was located.

She told me in Manilla, Philippines. It’s really pathetic that Rogers sent jobs overseas rather than employ Canadians.

I would gladly pay a little more per month to get Rogers to employee Canadians !

John on Mar. 16/15's picture
John on Mar. 16/15 on March 16, 2015 - 21:18 Permalink

Got through finally, after using 1 800 575 9090
then option 4, 4, 1.
Thanks, too Julia, Alex, and the very respectful agent who helped me with my concern.

Xena's picture
Xena on September 28, 2015 - 17:00 Permalink

Another way to do get through to a pay as you go agent is to call the main customer service number and then just ask the person to transfer your call to prepaid services. I agree, though, that switching to pay as you go has been a nightmare because it's so hard to get hold of an agent and so many things go wrong.

Bradley Price's picture
Bradley Price on May 21, 2016 - 20:51 Permalink


Use that number. Try pressing 0 once the automated person starts talking or press 2 in the first menu

Jane morton's picture
Jane morton on May 17, 2017 - 17:58 Permalink

my SMS has been used up can someone email me with what Im to do, I just put $100.00 om acct.

karen's picture
karen on June 27, 2017 - 14:39 Permalink

Thank you so much for the tip of 4, 4, 1!!! I spoke to someone as soon as the call was transferred.. and I pressed 1 right away and didn't listen to any of the spiel :)

Wayne Lewis's picture
Wayne Lewis on April 26, 2021 - 15:08 Permalink

I need help with my Crave!!

Paul Beckner's picture
Paul Beckner on March 3, 2022 - 14:08 Permalink

My rogers phone is not working