Sep 15, 2026
Complaints about Canadian phone, internet and TV service jumped 61% in just six months, according to new data — and the surge comes just as the CRTC eliminated the fees that once made it expensive to walk away from a bad plan.
According to data released by the Commission for Complaints for Telecom-television Services (CCTS) — the industry’s independent complaints body — Canadians filed 19,157 complaints between August 1, 2025 and January 31, 2026. Despite moves to regulate costs, billing remains the number one reason for complaints involving telecommunication firms.
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More than half (56%) of those complaints involved wireless service — and despite frustration with slow data or dropped calls, the primary concern were the charges Canadians found on their cell phone bill. Incorrect charges on monthly bills went up 66% compared with the same period a year earlier.
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The timing matters: Just weeks before this reporting period ended, the CRTC ordered telecom and internet providers to scrap the fees that made it costly to switch, change or cancel a plan.
That rule has been in effect since June 12, 2026 — meaning Canadians frustrated by a rising bill now have one less financial barrier standing between them and a better deal.
Billing errors are the No. 1 complaint
CCTS Commissioner and CEO Josée Bidal Thibault said in a statement that the growing volume of billing complaints reflects “the frustration customers feel around unexpected charges and payment-related issues.”
As a result, the CCTS is advising Canadians to compare every bill against their service agreement and contact their provider right away if a charge looks unfamiliar or higher than expected.
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What providers top the complaint list?
According to CCTS data:
- Rogers/Shaw accounted for 34% of all complaints accepted during the reporting period, the highest of any provider.
- Together, the five largest providers — Rogers/Shaw, TELUS, Bell, Fido and Koodo — made up 79% of all complaints.
- Fido saw the sharpest jump in accepted complaints, up 156% from last year’s midpoint, followed by Rogers/Shaw, up 95%, and Koodo, up 39%.
What actually changed for switching fees
The rise in wireless complaints was also fuelled by installation and activation charges, which CCTS says are increasingly catching customers off guard at the start of a new contract.
In response to prior and recent complaints, the CRTC eliminated fees for activating, changing or cancelling a plan through Telecom Decision 2026-43, a rule that has applied to all federally regulated internet and cellphone providers since June 12, 2026. In a CRTC statement, Chairperson and CEO Vicky Eatrides says the goal is to let Canadians “switch to a better deal” without paying extra just to access it.
What to do if your bill looks wrong
If you think you are overpaying here are a few simple steps to help you check and take action:
- Compare every bill to the service agreement you signed.
- Contact your provider right away if a charge looks unfamiliar or higher than what you were promised, and ask for a written explanation.
- If the issue isn’t resolved directly with your provider, file a complaint with the CCTS — the commission successfully resolved 88% of concluded complaints during this reporting period
- And remember that activation, switching and cancellation fees are no longer allowed on federally regulated plans, so a rising bill is no longer a reason to stay put.
Despite a surge in complaints, Canadian consumers still have the power to hold telecom companies accountable. Knowing your rights, checking your bill and escalating concerns could all end up saving you real money over the life of your telecom contract.
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Romana King, Senior Editor at Money.ca, also writes for various North American publications and the RKHomeowner blog. Her book, House Poor No More, is an Amazon bestseller and five-time award winner, including the 2022 New York CPA Society's Excellence in Financial Journalism (EFJ) Book Award.
