How to File a Complaint About Cogeco
Here is where your complaint actually goes, and what to write when you get there.
Cogeco sells internet, TV and home phone service in Ontario and Quebec, and Cogeco Mobile where it is available. It also owns the oxio brand.
Last updated: November 10, 2026
Most Cogeco complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of Cogeco, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Cogeco First
1-866-428-3517 — This is the number Cogeco gives for billing. Cogeco publishes separate numbers by topic rather than one main line: internet technical support is 1-855-701-4881 (7 days a week, 7am to 10pm Eastern) and Cogeco Mobile is 1-877-413-5503.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
Cogeco at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 193 complaints about Cogeco Connexion: 0.8% of every complaint it took in, and number 13 among all providers. In the six months from August 2025 to January 2026 it accepted 168, up 91% on the same six months a year earlier.
Price increases on monthly plans were the most common Cogeco issue, ahead of billing errors. Most complaints (60%) were about internet, and 23% about TV. The 2024-25 count combines the CCTS figures for Cogeco Ontario and Cogeco Quebec.
What Cogeco customers complain about
The issues raised most often in Cogeco Connexion complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Regular price increase of monthly price plans — 14.3% of issues raised
- Incorrect Charge — 10.9% of issues raised
- Intermittent service — 10.9% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with Cogeco first, so do this part properly — it is also what makes your complaint concrete.
- Contact Cogeco through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
Cogeco's complaint page offers an online complaint form; Cogeco says it will analyze your situation and contact you within 2 business days. The next step is a letter to the Office of the President. In Ontario: Office of the President, 950 Syscon Rd, PO Box 5076 Stn. Main, Burlington, ON L7R 4S6. In Quebec: Office of the President, 4141 boul. St-Jean, Trois-Rivieres, QC G9B 2M8. Cogeco says you will hear about next steps within 24 to 48 hours. For Cogeco Mobile, Cogeco's help article says to ask for your issue to be escalated internally to a supervisor or specialist. You do not need to write to the Office of the President before going to the CCTS.
Make a complaint (Cogeco) (opens on their site)
Cogeco's English page for Quebec says the CCTS does not handle complaints about broadcasting services. Its Ontario page and both French pages say the CCTS covers TV, and it does: a billing or service problem with your TV subscription goes to the CCTS. Only complaints about what was broadcast go elsewhere.
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
Cogeco appears on the CCTS participating-provider list as Cogeco Connexion, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Cogeco Connexion as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts Cogeco on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a Cogeco customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted Cogeco on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.