Cogeco (Cataraqui Town Centre)

I sent my father into the Cataraqui location to speak to someone about moving to hd. My father is elderly and has had a stroke, so it takes time for him to process the information given. He reported back to me that Justin, the manager, gave dad all the time needed and information needed to make an informed decision on what package he wanted to move to in HD. Dad was very impressed that Justin took all the time and spoke slowly and even repeated himself when needed, to make sure Dad had everything as much as possible and the entire time did it with and genuine smile, and concern that his customer left well informed and happy, As a manager of a furniture store my expectation for service are very high. Justin met and surpassed those expectations today. Thank you, Justin, for making an old man feel valued and understood dad says!
Shawn

We came into the store as our new modem was not working. Lisa was able to fix the situation by swapping them out. She even checked the modem to ensure it would work befote we left the store. Very efficient and friend with a smile the whole time!

This company is a joke compared to literally anyone else. I've had so many problems within a month of their service.

Lisa Szczesniak and Robin Salibury helped us straighten out the poor service we had received from your phone in service. These two ladies in 10 minutes solved all the problems that were created on trying to set up a technician to come to install phone and TV at Rosewood Retirement centre. They canceled the original orders and gave us the equipment to get set up. When we went there we were very angry after waiting multiple weeks without any tech showing up for appointments set upon three different days with no call to say they weren't coming. The technician reported that the home had a rapid test, which is a lie. There are no rapid tests at Aspira Rosewood retirement home. It seems to me the tech was getting paid on those occasions but reporting that he couldn't go in. Apparently this is a scam that your field techs have been pulling off.
My Mom is 90 and for her to be in a small room with no TV or phone to call her children, and of course going through the trauma of leaving her house for the 1st time, was devastating for her and upsetting. When I called in and complained and even escalated it to the manager or supervisor, they still did not handle the problem, another no show after waiting for another 4 hours.
Thank God you had a store at thd Cataraqui Town centre in Kingston and Lisa and Robin to take care of us.
I would never recommend calling you to anyone.

Jack and Zack were amazing.they saved me $100 a month.thank you guys! Update.a week ago (March 2023) I wanted to make some changes, and a fellow named Kyle helped me out.got me 10 more channels and saved me some more money. Thank you guys!

Very rude and unaccomadating no satisfaction what so ever. Four different people 4 different answers very confusing

Would rate 0 stars if I could internet blinks in and out at the 11 or 12pm EST every night constant outages in the area. Called technician to come and "Fix" the issue of the internet outages but the issues never got resolved. Terrible service, terrible experience.

My wife and I went in to the store at the Cataraqui Town Centre and Lisa was our agent. She was very personable, warm and accommodating. She found us ways to save on our bill and how to reset the password on our account. If there were more people like Lisa in the retail industry there would be less complaints and more satisfied customers. Thank you Lisa.

Great Customer Service! Lisa was absolutely fantastic, was able to get my old equipment returned and the credit transferred to my new account!

Cogeco is the worst company ever for internet service! DO NOT SIGN with them. For months they have known that there is an internet problem in my residential area of Kingston. Every day I have no connection to internet.

I have been waiting for cogeco to install wifi into my apartment (which I need as I am a student with lots of homework online) and they have cancelled on me 3 times. I was supposed to have wifi in August and it will likely be another week or 2 before they show up. They claimed to have called and showed up but I was home all day and waiting by my phone. I’ve now had to use up all my data and will likely have to buy more as they still haven’t showed up. So disappointed and I would avoid this company at all costs.

UPDATE: They finally arrived today (Sept. 16th) and the man who installed the wifi was super efficient and friendly so for that reason I’m upping the rating.

Been here 3 times to "fix" my internet issues and it's still not fixed. If I could give 0 stars I would. They should never even be a thought when you're thinking about internet providers. Edit: while tyring to even post this cogeco stopped providing. All lights on, service should be good. But nope. They can't do their job. Do not ever use this company. Beyond terrible

I have had several positive customer service experiences. Lisa at 945 Gardiner's Road in Kingston is wonderful, warm and personable. The tech who came to service my modem was clean, courteous and efficient. The phone techs have also been great to work with. Thank you.

I must commend Lisa Szczesniak for her service whenever I or members of my family have gone into the store in the mall. She has always been friendly, upbeat and a pleasure to deal with. While many businesses have no concept of customer service, Lisa does her job with finesse and aplomb.

Robin was very friendly. She was very knowledgeable about the products and systems used. The kind of customer service I appreciate. Great job, Robin. 5 star performer.

Had another great deal with Lisa Szczesniak. Such a helpful, knowledgeable employee of Cogeco! Thanks again Lisa!

DOES NOT DESERVE ONE STAR! I was a customer for 9 years; when my internet bill started to climb every month. I tried a couple different packages but was still paying over $300 a month! Long story short I switched to Bell and paid my last Cogeco Bill/returned equipment. I am now being harassed by Cogeco! They started by sending my account to collections saying I never paid my last bill WHICH I DID just like the past 9 years! When I call collections they say they cannot deal with it and they will send you Customer Support, then when they cannot help you they will try sending you back to Collections! My FIRST collections call took 2 hours to straighten out and the employee ensured me it was taken care of. Two days late I receive A SECOND call from collections and have to go through the same two hour process as the first time; only to have them now sending me physical bills with no information - just saying I owe over $1000 dollars for something I already paid! Do not gives these people your money! You will get better customer service from a barn yard animal. This place is a joke.

Quite pleased with my service. My modem died on New Years Day, and within 5 seconds I had a human on chat on my phone. They walked me through troubleshooting and told me to take my modem in for exchange next day. So I did. (mind you, that is the parent company, not this location).

It looks like many of the reviews are negative experiences with the call centre, which I can agree with. But honestly, the woman on the chat could see that my modem was offline, knew what model I had, and even going in to the store at this location, they scanned my model and knew who I was, and exchanged within a minute, no questions, no hassle.

So, my experience was good. I was told the modem would adopt my settings, it didn't, I had to reconfigure it myself, but I know how to do that and that's not an issue. But, many would struggle with that step and be frustrated, so they should watch for that.

What an absolute nightmare, and it's only been two months! Since we were no longer able to stay with our previous internet provider, due to a new location and tower issues, my wife and I had no choice but to go with Cogeco. First off, they never arrived to hook up our internet on the day chosen, which led to two weeks in our home without internet. Secondly, when the first bill came out, or lack there of, (supposed to be pre-authorized credit), I had to wait on hold for 30 minutes to get customer service to charge my credit card because of a "processing error". Fast forward another week, and my credit card is billed again for the same bill.great. That issue was fixed after another call. Again, fast forwarding to today, my credit card is charged for the month of December, but for double the amount of what my contract states. As I am writing this, i've currently been on hold for over 30 minutes. Cogeco living up to the horrible service they are known for! Can't wait for this year contract to be up so I can toss in the towel, should be a fun process trying to cancel everything and return equipment. Horrible