Understanding bill charges - TV, Internet and Home Phone

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

Since Rogers bills one month in advance, there may be partial charges on your first bill for the time between the date your services were set up and the billing date. As a result, there will be charges for two different date ranges: one from the date your services were set up to the billing date, and another one for your next full billing cycle.

Here’s an example:

If the billing cycle end-date is the 18th, your monthly charge ($154.99 for a Rogers Xfinity TV Starter + Gigabit Ultd) would include services from May 19th to June 18th. Because services were set up on May 17th, 2 days prior to the end of the May 18th billing date, Rogers charges an additional 2 days ($154.99 ÷ 30 x 2 days = $10.33).

These are known as partial charges. They can be found in the Bundled Services sections of your bill.

If you’ve installed internet or TV services yourself, you shouldn’t have a Pro-Install Add-On on your bill. Rather, you will only see the Rogers Express Setup fee for activation of your services on the Rogers network.

However, if a Rogers technician installed your services, then a Pro-Install Add-On will also be included on your first bill. During the installation, the technician will help ensure that everything is working well, identify equipment issues, and provide a demo of your subscribed services.

If you subscribe to multiple services at once in an Rogers bundle (TV, internet, or Home Phone), and have all services installed the same day, you’ll only be charged installation fee(s) once to cover all those services.

If you subscribe to online billing, you will have two 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 beside the Required payment date is the full total, including all products. This is the balance that needs to be paid.

• The balance displayed beside the service (Bundled Services, Wireless) is the subtotal for that specific product.

If you change your package during your billing cycle, you may have these items on your 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 billing date.
• A partial charge to add your new package (usually labelled with the name of your package). The partial charges cover the new package’s monthly service fee from the activation date to billing date.
• If a promotional savings included with your old package is removed, there will also be a credit reversal. Check out the credit reversal section in the General tab to learn more.

Learn about charges related to internet service like overage and equipment fees.

Some of our Internet packages  may have a monthly internet usage allowance measured in Gigabytes (GB). If you go over your usage allotment, there will be a charge for usage overage under Usage summary in the Internet section of your bill.

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

Check out our page on how to monitor your usage and prevent internet overage charges.

Our  Rogers Xfinity Internet packages have unlimited usage and if you subscribe to one of these packages, you don’t need to worry about being charged for usage.

To provide you with the latest technology, internet packages include a WiFi Gateway rental. If you subscribe to an Rogers Xfinity TV Bundle, the rental fee for the WiFi Gateway modem is included in your package.

Note: If you don’t have a Bundle, the rental fee is not part of your monthly service fee.  There will be a separate charge for a WiFi Gateway rental.

If the WiFi Gateway is lost, stolen or damaged, you’ll have an Unreturned Equipment charge applied on your bill

Looking for charges related to wireless 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 On-Demand, Pay-Per-View, Purchase orders and equipment fees.

To provide you with the latest technology, Rogers Xfinity TV bundles include the rental fee for one Rogers Xfinity Entertainment Box. Any TV box(es) outside of the bundle will be there as a separate charge

Partial charges for equipment

On your first bill, there will be partial charges for rental fees to cover the period from the service activation date to the billing date. Check out the partial charges section on this page for more information.

If you’ve placed any On-Demand, Pay-Per-View or Purchase orders, there will be a breakdown of the usage type, amounts and total charges in the Usage summary of the Bundled Services section of the bill. For more details on these orders (movie or TV show name and the specific amount charged) check out the Detailed Bundled Usage for TV section of your bill. These charges depend on what you’ve ordered.

For online billing, all details of these orders are in the Usage summary section under Bundled Services. Click on the number(s) of orders to see the breakdown of those orders.

Cancelling TV service will result in changing from a bundle to standalone service(s), any bundle savings will be removed.

Note: After cancelling your service, please return the rented Rogers Xfinity Entertainment Box(es) as soon as possible to avoid charges for unreturned equipment. Don’t know what to return? Check out our Returning TV equipment page.

Still not sure how cancelling your services affects your bill? Live chat us before cancelling to find out.

Learn about charges related to Home Phone service like long distance calls and add-ons.

If you subscribe to Home Phone service as part of a bundle, you have unlimited local calling included. Calls outside your local area will be charged as Pay-Per-Use.

You can choose to include a Long-Distance add-on that will provide unlimited Canada-Wide calling and can also include reduced long-distance rates for other countries, depending on the add-on

You can view the Home Phone page our  Home Phone page for a list of long-distance add-on options.

 Any long- distance charges will appear under Usage summary in the Bundled Services section of the bill. For more details about these calls, check out the Detailed Bundled Usage for Home Phone section of the bill.

The charge for Home Phone is included within the overall price of the Rogers Xfinity TV bundle, cancelling it will result in your bundle price being reduced accordingly. Any long-distance add-ons will be removed at the same time.

Still not sure how cancelling your services affects your bill? Live chat us before cancelling to find out what to expect.

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