Understanding bill charges - TV, Internet and Home Phone

These charges apply to TV / Internet / Home Phone customers who have activated new services.

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 one for your next bill cycle.

For example:

If the bill period end date is Sep 26, the monthly charge (for example, $49.99 for Rogers Ignite^TM 30) would include services for Sep 27 to Oct 26.

Because services were purchased prior (Sep 03) to the bill period end date (Sep 26), we charge an additional 23 days ($49.99 ÷ 30 x 23 days = $39.45).

These are known as partial charges. They can be found in the TV, Internet, and/or Home Phone sections.

If you installed internet and/or TV services yourself, you should not see a Technician Install Fee on the bill.

However, if a Rogers technician installed your services, then a Technician Install Fee will be included on your first bill. During installation, the Rogers technician will ensure everything is working well, identify equipment issues, and provide a demo of your subscribed services.

If you subscribe to multiple services at once as a bundle (TV, internet, and/or home phone), you’ll only be charged one installation fee on your first bill to cover all services. You won’t see this fee on your next bill.

On your first bill, the one-time Service Activation Fee covers the cost of provisioning your internet service (i.e., all back-end services to get your internet service up and running). You can find this in the Other charges and credits section of your bill.

If you subscribe to online billing, you may see 3 different account balances when viewing an online bill in MyRogers. Here’s a breakdown of the different balances:

• The amount at the top of your online bill under the heading Total Account Balance displays the balance without the installation and activation fees.
• The balance in the MY FIRST BILL displays the balance with installation and activation fees included. This is the balance that needs to be paid.
• The balance displayed beside the service (e.g., TV, INTERNET, HOME PHONE) includes the activation fee and not the installation fee.

If you change your package in between bill date, you may see these items on the bill:

• A partial credit (labelled as Cancelled) to remove your old package. The partial credit covers the period from the activation date of your new package to the bill date.
• A partial charge to add your new package (usually labelled with the name of your package, e.g. Rogers Ignite 100u). The partial charges covers the new package’s monthly service fee from the activation date to bill date.
• If you received a promotional credit included with your old package, there will also be a credit reversal to remove that credit. See the credit reversal section in the General tab to learn more.

Learn about charges related to Internet service like overage and equipment.

Depending on your internet service tier, you are given a monthly internet usage allowance measured in Gigabytes (GB). If you go over your allowance, you’ll see a charge for data overage under Usage summary in the Internet section of the bill.

Note: Internet data overages are charged for the previous month. This differs from your monthly service fee which is billed in advance.

Want to better manage your internet usage? See our article on how to monitor your usage and prevent internet overage fees.

If you subscribe to an unlimited internet package, you don’t need to worry about being charged for usage.

To provide you with the latest technology, most internet packages include a modem rental. If you subscribe to internet service, you pay a rental fee for the Wi-Fi modem that’s included in your package.

Note: In some cases, the rental fee is part of your monthly service fee. If this isn’t the case, you’ll see a separate charge for Modem Rental Fee. If you used a compatible modem instead of renting one, you won’t be charged a rental fee.

To replace a lost/stolen/damaged modem, you’ll be charged a one-time equipment fee to cover the cost of a new modem.

Looking for charges related to Rocket hubs and mobile internet plans? Switch to the wireless charges section.

If you subscribe to internet service as a bundle without a term contract and cancel your service, you won’t be charged an early cancellation fee, but bundle savings will be removed, causing your monthly bill to increase.

If you subscribe to internet service on a term contact and cancel your services before the end of your term, we charge an Early Cancellation Fee as set out in your service agreement. This fee depends on the length of your term and the number of months remaining in your term contract.

Note: After cancelling your services, please return any rented equipment (e.g., internet modems) as soon as possible or you could face additional fees for unreturned equipment. Don’t know what to return? See our Returning Internet Equipment article.

Still not sure of the bill impacts of cancelling your services? Live chat us before cancelling.

Learn about charges related to TV service like TV boxes and movie / TV show rentals.

To provide you with the latest technology, certain TV packages include fees for included equipment. If you’re a TV customer, you’ll see equipment fees depending on whether you chose to rent or purchase a TV box:

• If you rent a TV box, you’ll pay a monthly rental fee that depends on the model of your TV box.
• If you purchased a TV box, you’ll see a one-time fee on your first bill to cover the cost of your TV box. You won’t see recurring rental fees.
• For multiple TV boxes, you’ll see separate charges for each box along with the TV box model.

Partial charges for equipment

On your first bill, there will be partial charges for rental fees to cover the period from the activation date to bill date. See the partial charges section in this article for more information.

There’s a lot of free TV content available on Rogers On Demand (Channel 100) as part of your TV subscription, so you can watch your favourite shows when it’s convenient for you. There are also movies available for rent, including the latest releases. See our Rogers On Demand shop page for list of available content and their prices.

If you placed a Rogers on Demand order, you’ll see the total amount of charges and the number of movies ordered in the TV section of the bill. For more details on a Rogers on Demand order (i.e., movie or TV show name and the specific amount charged) see the Detailed usage for TV section of the bill. These charges depend on the movie you ordered. Charges also depend on whether you chose SD or HD content.

For online billing, all details of Rogers on Demand orders are in the Usage summary section of the TV page.

Note: For adult Rogers On Demand purchases, you will see a discreet Rogers on Demand bill charge, instead of a detailed charge specifying the movie or TV show you ordered.

For more information on how to use Rogers on Demand, see our support article.

Rogers provides many exclusive services for TV customers, including specialty channels, interactive programming guides, access to on-demand and pay per view content, and much more. In order to keep these services running and provide you with more value, we charge a monthly Digital Services Fee.

Note: For most packages, the Digital Services Fee is included in your monthly service fee under the Monthly charges section.

Pay Per View (PPV) offers an incredible selection of live, commercial-free sports and special events that air at a specific time.

If you order a PPV event, you can easily see the charge and the amount of orders under Usage summary in the TV section of the bill. PPV charges depend on the actual event or movie ordered and whether you chose SD or HD video quality.

See our Pay Per View page for more information on PPV events and their cost. Need help ordering PPV? Check out our PPV support article.

Note: For adult PPV purchases, you will see a discreet PPV bill charge, instead of a detailed charge specifying the PPV event or movie you ordered.

The Movie Entertainment Magazine delivers monthly programming listings for HBO Canada, TMN and TMN Encore, entertainment stories, editorial content and insights about movies, celebrities, fashion, music, TV and much more.

If ordering TMN & HBO Canada a la carte or in a theme pack, you can add this magazine to your subscription. You’ll see a monthly subscription fee in the TV section of the bill.

Don’t want to receive the Movie Entertainment Magazine? Simply live chat with us to cancel your magazine subscription and avoid the monthly fee; you do not need to cancel your entire TMN & HBO Canada TV package.

For a list of TMN & HBO Canada TV packages, see our TV shop page.

Note: The magazine is included with all TV packages that include The Movie Network (TMN) and HBO Canada, at no additional cost.

If you subscribe to TV service as a bundle without a term contract and cancel your TV service, you won’t be charged an early cancellation fee, but bundle savings will be removed, causing your monthly bill to increase.

If you subscribe to TV services on a term contact and you cancel before the end of your term, we charge an Early Cancellation Fee as set out in your service agreement. This fee depends on the length of your term and the number of months remaining in your term contract.

Note: After cancelling your services, please return any rented equipment (e.g., TV boxes) as soon as possible or you could face additional fees for unreturned equipment. Don’t know what to return? See our Returning TV Equipment article.

Still not sure of the bill impacts of cancelling your services? Live chat us before cancelling.

Learn about charges related to home phone service. For Wireless Home Phone, see our Wireless section.

If you subscribe to home phone services, you have unlimited local calling included.

You can also include a Long Distance add-on to your home phone service, allowing you to make calls to other countries like the US. These add-ons range in price depending on the region(s) covered (e.g., Canada and US, Europe, etc.). Some of these add-ons charge a recurring monthly fee for the add-on, plus per-minute usage fees to cover long distance calling.

See our Home Phone shop page for a list of Long Distance add-ons.

If you purchased one of these add-ons, any Long Distance charges will appear under Usage summary in the Home Phone section of the bill.

If you don’t purchase a Long Distance add-on, you’ll be charged standard pay-per-use fees.

We charge a monthly 9-1-1 Emergency Access Fee to cover the cost of providing 9-1-1 emergency services. This fee is separate from your monthly service fee. You are only charged this fee if your services are in the following provinces (fees vary by province):

• Ontario
• New Brunswick
• Newfoundland and Labrador

We charge a monthly Message Relay (TTY) fee to cover the costs of providing accessible phone services to people with hearing or speech impairments. This fee is separate from your monthly service fee for your Home Phone service.

For more information on Message Replay and other services, see our Accessibility Services page.

If you subscribe to home phone service as part of a bundle without a term contract and cancel your home phone service, you won’t be charged an early cancellation fee, but bundle savings will be removed, causing your monthly bill to increase.

If you subscribe to home phone services on a term contact and you cancel before the end of your term, we charge an Early Cancellation Fee as set out in your service agreement. This fee depends on the length of your term and the number of months remaining in your term contract.

Note: After cancelling your services, please return any home phone equipment as soon as possible or you could face additional fees for unreturned equipment. Don’t know what to return? See our Returning Home Phone Equipment article.

Still not sure of the bill impacts of cancelling your services? Live chat us before cancelling.

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