“It’s impossible to get a single right answer that is consistent throughout each support agent,” said Sloot, who lives in Toronto.
Sloot is one of more than a dozen customers with whom Marketplace has spoken who say they are frustrated with the poor customer service they received from Canada’s big three telecoms: Rogers, Bell and Telus. Complaints include long hold times, multiple transfers and escalations, dropped calls and overall poor communication, which can make seemingly simple issues take days or weeks to get sorted.
Employees at two of the largest telecom companies, Rogers and Telus, told Marketplace that frontline customer service representatives have less incentive to help issue credits or lower bills, and said they’re measured on their abilities to increase customers’ bills.
It comes as complaints against telecoms reached an all-time high last year, with more than 23,000 complaints filed with the Commission for Complaints for Telecom-television Services (CCTS), the majority of them relating to billing issues like incorrect monthly charges and missing credits. Meanwhile, in Spain, a new law is looking to cap how long customers have to wait when addressing similar issues — and some say Canada should take note.
'The system is designed to frustrate as many people as possible'
Tenumah believes Bell is following a pattern he has seen many times before. “The system is designed to frustrate as many people as possible,” he said. “Part of the design is that people will give up so that [companies] don't have to incur that expense.”
Reps encouraged to increase customer’s bills: insiders
It’s not just consumers who are frustrated — some telecom employees are, too. Marketplace has spoken confidentially to several current employees of Telus and Rogers, whose identities we are concealing because they fear professional repercussions.
Marketplace spoke to a Rogers worker who takes escalation calls and supports frontline agents. He said those employees' ability to help customers, including by issuing credits, is "decreasing constantly."
A longtime customer service representative with Telus said similarly.
“When I first started, we listened to customers, we appreciated them. I never had any hesitation reducing someone’s bill.”
Now, she says she’s monitored on the number of credits she issues. She says credits of a certain level have to be approved by a manager, and her scorecard is affected negatively if she lowers a customer’s bill.
Another Telus employee, a technician, said he has high sales targets to meet and he’s expected to upsell customers when he arrives at their home to install or fix equipment.
Spanish law limits wait times to three minutes or face fines
In late December 2025, Spain passed a law introducing mandatory customer service standards for telecoms and other large companies with more than 250 employees. It stipulates that customer calls must be answered within three minutes, 95 per cent of the time.
“This will be a revolution, in that it's a small thing, but will change the everyday life of millions of consumers,” said Pablo Bustinduy, the Spanish consumer affairs minister.
Under the new law, which goes into effect within the next year, customer complaints must also be resolved within 15 days, or five if it involves “improper charges.” Non-compliant companies could be fined up to 100,000 euros.
Josée Bidal Thibault, commissioner and CEO of the CCTS encourages Canadians to file a complaint if they can’t get resolution through their telecom.
I've added this image-based direct link to help folks here have an easier line send a 🖕 to your service provider if they've been screwing you over.

When the CRTC, Canadian Radio-television and Telecommunications Commission, allowed the Rogers Shaw acquisition to go though on March 24, 2022, I knew that enshitification was inevitable at that point.
I'm hoping that enough folks are tired and frustrated with the frankly shit service that we get, enough so to bring this to Mark Carney to do something about it.
It really doesn't make sense for Canada, a first world country, to have such shit internet service.
As a Canadian Korean, I often look at South Korea and wonder just why fellow Canadians here have to deal with this hostile system when really it doesn't have to be like this. I'm tired of this and I'm hoping others feel the same.