Understanding bill charges - General Billing

Here are some reasons why you may see a higher than expected bill:

Activating or changing plans

You’ll see partial charges if you changed your service plan or activated a service in between your billing cycle. Learn more about partial charges for the following services:

Wireless
TV / Internet / Home phone
Home monitoring

 

Using wireless or internet data

Additional charges apply if you exceed your wireless or internet data usage limit. Overage fees are charged for each GB over your limit on our current plans.

Learn more about usage:

Wireless data overages
Internet data overages

On a Share Everything^TM wireless plan? Now you can manage your family’s data through MyRogers. Learn more about worry-free data management

 

Upgrading your device

You’ll see an extra device balance charge if you recently upgraded your device while still within the term contract for your old device. Learn more about the billing impact of wireless device upgrades.

 

Using your phone while travelling abroad

If you used your phone while in another country, you may incur additional charges for roaming. The charges will depend on whether your plan includes Roam Like Home™, you purchased a Travel Pack or incurred pay-per-use roaming charges.

Learn more about roaming charges

 

Purchasing hardware

As part of your plan, you may need to purchase or rent necessary equipment like modems or TV boxes. Learn more about equipment charges:

TV / Internet equipment charges
Home monitoring equipment charges

 

Installing new services

Many of our services require professional installation by a Rogers technician, resulting in a one-time installation charge. Some services (e.g., internet) you can install yourself, meaning you’ll avoid any installation change. Learn more about installation charges:

TV / Internet / Home phone installation charges
Home monitoring installation charges

Since we bill in advance, there may be partial charges on your first bill for the time period between the start date of services (activation date) and bill date. As a result, you’ll see charges for two different date ranges: one from the activation date to bill date, and another for your next bill cycle.

Here are some scenarios when you may see partial charges for different date ranges:

Signing up for new services

If you’re a new or existing customer that signed up for new services and received your first bill, there will be partial charges to cover the time period from the start date of your services (activation date) and your bill date.

Partial charges are applicable to the following services:

Wireless
TV / Internet / Home phone
Home monitoring

 

Changing your plan

You’ll also see partial charges if you changed your plan in between bill dates. The bill will also show adjustments for your old plan. Learn more about this scenario on your Wireless or TV / Internet / Home phone bill.

 

Changing your phone number

Your services and fees will be prorated if you change your phone number in the middle of your billing cycle. You’ll see charges for two different date ranges: 1) from your last bill date until the day you change your number, and 2) from the day your new number is active until the end of your current bill cycle.

 

Renting equipment

Since you may be renting equipment from us to use your services, you could see partial equipment charges to cover rentals from your activation date to bill date. Learn more about equipment charges on your TV, Internet, or Home monitoring bill.

If you’re a TV and/or internet customer and recently added home phone to your plan, the one-time Cable Balance Transfer charge on your bill covers your TV/internet monthly service fees as follows:

• If there was no change in the billing cycle after you added home phone, you won’t get a bill for the following month so the Cable Balance Transfer amount on your bill covers the TV/internet charges for that month.
• If there was a change in the billing cycle after you added home phone, the Cable Balance Transfer amount on your bill covers the TV/internet charges that were due when you added home phone. If you’re on pre-authorized payments or you don’t have an outstanding internet/TV balance at the time you added home phone, you may see a Cable Balance Transfer amount of $0.

Also, since you are adding a new service, you will see partial charges for home phone. See the partial charges section for more information. Also, since you are adding a new service, you will see partial charges for home phone. See the partial charges section for more information.

Note: By adding home phone to your plan, you’ll get a new account number on your new bill. If you use online banking or pre-authorized payments, please update your payment information with the new account number. For a recap on ways to pay us, have a look at our payment method FAQs.

Still having trouble understanding your bill or setting up a payment method? Live chat with us.

If you’re an internet and/or TV customer who recently combined your services into a single bill and you see a Cable Balance Transfer charge on your bill, it means your account number has changed. To confirm that your account number has changed, make sure that you compare your new bill’s account number with your previous bill.

Note: If you use online banking or have pre-authorized payments set up, make sure that you update your payment information with the new account number so that your payments are applied to the correct account. For a recap on ways to pay us, have a look at our payment method FAQs.

If you sign up for a new plan that includes a promotional credit for your monthly service fee but you cancel, downgrade, or upgrade that plan, you will receive a credit reversal charge to remove that original promotional credit. The credit reversal will be labelled as Reversal under the Monthly charges section. Any credits that are included in the new plan are labelled as Savings.

If you are upgrading your plan, you’ll also see partial credits in order to cancel your previous plan (labelled as Cancelled on the bill).

For example: If you sign up for an internet package that includes a $10 credit, you’ll see the credit labelled as Savings on your first bill. The following month, you decide to upgrade your internet package in order to get a larger $20 promotional discount. As a result, the next bill will contain the new $20 credit labelled as Savings along with a credit reversal (labelled as Reversal) of $10 to remove the $10 credit from the bill.

Financed Devices: 

Your monthly device financing payments and monthly financed taxes will appear as separate amounts in the Additional Charges and Credits section, within the Wireless section of your bill. 

You can also view a Financing Program Details chart which highlights the total financed amount for your device, how much of your total device financing balance you’ve already paid, and your total remaining device financing balance. If you’ve received a financing program promotion, that credit amount will appear in the Monthly Charges section of your wireless bill and will reduce your monthly wireless service charges. 

 

Financed Accessories: 

Your monthly accessory financing payments and your monthly financed taxes for each accessory (or accessory financed bundle) will appear as separate amounts in the Additional Charges and Credits section in the Accessories section of your bill. You will also be able to view a Financing Program Details chart which highlights the total financed amount for any accessory or accessory bundle, how much of your total accessory financing balance you have already paid, and your remaining total financing balance. 

If you recently subscribed to or purchased third-party services through Rogers, you’ll see additional charges. If the third-party service is part of a Rogers promotion (e.g., free Spotify® Premium for certain period), you’ll also see a credit to cover the cost.

Here are some common scenarios:

• Added Spotify Premium to your Share Everything plan
• Purchased digital content through a third-party online store while using Rogers billing as the payment method (example: Google Play)
• Added a magazine subscription to your TMN and HBO Canada TV package