Rogers Drilled Through My Plumbing—Now I Can’t Use Water: Customer

A Toronto doctor is calling out Rogers on social media, claiming the company damaged his home’s plumbing during an installation—and now he can’t use water.

Dr. Samir C. Grover said on X that Rogers technicians ran a cable “directly through and through” his main drain-vent pipe, causing a leak. “It has led to a leak and needs to be repaired. I cannot use water,” he wrote, tagging Rogers’ customer support handle, @RogersHelps.

You can see a video of the pierced drain pipe below:

Below is an image of a cable drilled through what appears to be a plumbing stack in the wall surrounded by spray foam insulation. A huge cutout of drywall reveals the plumbing with a hole in it and what appears to be a co-axial cable with plate. Drilling through plumbing like this is definitely not in line with standard building and safety codes. You can see some rust or residue at the entry point of the cable, which suggests water damage as Grover stated.

Grover asked the company to urgently confirm whether it would cover the cost of repairs. Rogers replied by directing him to its live chat and support channels.

“I’ve done that and they have indicated it will take 2 months,” Grover responded. “I am at somewhat of a loss on what to do.”

Rogers later replied that the situation should not take months to resolve and that their damage claim process typically takes two business days. However, Grover said no arrangements had been made to inspect the damage, only that a support ticket was in place.

Grover has likely stopped using his water upstairs (which could also include his toilet flushes and more, yuck) because it will continue to leak out of the drain pipe. Water damage leads to your drywall puffing up and also black mold, which is nobody’s friend.

The situation is ongoing. Rogers support has not yet publicly confirmed if it will cover the cost of repairs, as the conversation has moved to direct messages.

Thanks @fanCRTCProfling