Canadians are losing patience with their phone and TV providers, and a new report shows just how much.
The Commission for Complaints for Telecom-television Services (CCTS) released its mid-year report today, revealing a 61% spike in complaints over the past six months. Between August 1, 2025, and January 31, 2026, the agency accepted 19,157 complaints. Wireless services drove more than half of them, and billing was the single biggest source of frustration.
“The continued increase in complaint volumes is significant and reflects the importance of having a trusted, independent organization that Canadians can turn to when concerns remain unresolved,” said Josée Bidal Thibault, CCTS Commissioner and CEO, in a statement to iPhone in Canada.
Rogers and Shaw alone accounted for 34% of all cases. Add Telus, Bell, Fido, and Koodo to the mix, and those five providers made up nearly 80% of everything the CCTS dealt with. Fido had the worst year-over-year jump, with complaints against the Rogers-owned brand shot up 156%.
Billing mistakes are fuelling a big chunk of the frustration. Incorrect charges on monthly plans were up 66%, and Thibault says customers shouldn’t wait around if something looks off. Check your bill against your service agreement, she says, and call your provider the moment you spot a charge you don’t recognize.
Activation and installation fees are also causing headaches, particularly for new customers. “More customers are feeling caught off guard by upfront fees, unclear explanations, or unexpected billing during service setup or changes,” Thibault told iPhone in Canada. “This friction between a customer and provider can damage trust.”
In last year’s CCTS report, Telus held the top spot for complaints because the ombudsman still treated Rogers and Shaw as separate entities. However, now that the two have been combined into a single category following their merger, the consolidated Rogers-Shaw complaint figures have surged well ahead of the competition.
| Rank | Service Provider | 2024-25 | 2025-26 | YoY % Change |
|---|---|---|---|---|
| 1 | Rogers/Shaw | 3,369 | 6,583 | +95.4% |
| 2 | TELUS | 2,342 | 3,078 | +31.4% |
| 3 | Bell Canada | 1,988 | 2,505 | +26.0% |
| 4 | Fido | 814 | 2,080 | +155.5% |
| 5 | Koodo | 576 | 799 | +38.7% |
| 6 | SpeakOut Wireless | ~12 | 638 | +5,216.7% |
| 7 | Freedom Mobile | 547 | 582 | +6.4% |
| 8 | Virgin Plus | 440 | 470 | +6.8% |
| 9 | Videotron | 226 | 247 | +9.3% |
| 10 | Fizz | 107 | 220 | +105.6% |
As for some highlights from the rest of the report? 7-Eleven’s SpeakOut Wireless saw complaints surge 5,216% year-over-year, from 12 to 638, due to its network switch, a major SNAFU.
What about Freedom Mobile compared to the Big 3? It saw a 6.4% year-over-year complaints increase, holding steady from 547 up to 582 complaints. Its sister brand Fizz saw complaints double from 107 to 220 year-over-year though.
The CRTC recently announced a ban on fees that make it harder for Canadians to activate, switch, or cancel their plans. However, that doesn’t kick in until June 12, 2026. In the meantime, the CCTS says it resolved 88% of the complaints it received during the reporting period.
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