Rogers, you so funny..

[Insider]

be aware, if you are on their internet express service and are still capped to their old 60GB limit, you call in and get the increase for 80GB.

I opened my browser telling me that I was almost to the limit (60GB) so I proceeded to their website and saw that that limit was 80GB, called them up and had them upgrade me to 80GB. If I wouldn't have gone close to my limit and called in, who knows if they would have upgraded me at all.

*this upgrade could be available to other internet packages, just make sure you are getting what you pay for

edit- be aware that if you are on their 60GB express service and want to upgrade to the 80GB express cap, you will have to pay more for their wireless gateway hardware options

edit (tl;dr)-
- rogers stated I was at my download cap via in browser 'pop-up'
- saw on website that new cap was 80GB not 60GB
- called in and inquired about obtaining new 80GB cap
- placed order for only modem to utilize new download cap of 80GB (CSR on phone stated cap increase was instant)
- CSR over phone (without consent), 'upgraded' me to most expensive wireless gateway hardware
- went to upgrade old modem with new one at rogers+ store and had the CSR cancel the order for wireless gateway
- went home with newer modem (SB5101)
- bill arrived and was charged overages
- called in and multiple CSRs were unable to advise why rogers online website gives modem as an option when it isn't compatible
- escalated to ombudsman
- escalating to CCTS

[spensar]

Which modem do you have? That happened to me and I was told to swap my old modem for a new one. So I did, and at the store, modem in hand, the guys says "you know this one costs more". I called Rogers when I got back, got stonewalled by the first level CRS who was refusing to put me through to retentions, until I said my next call was to Bell. The retentions guy credited by $36 to cover the extra $3 per month for the modem, and I will get another $36 next year.

I guess I had a basic single wired Docsis2 modem, and the 80 GB is with the new Docsis3 modem with wireless built in. Nobody told me anything, I just know I look at my bill and it says Express service, and that is supposed to be 80 GB. I had a stable functioning wireless set-up and didn't need to new hardware, Rogers forced it on me so that I could get the 80 GB. Of course Rogers makes it a PITA. You need to run the Rogers setup CD in each computer that the wireless will connect to. Before I just needed to use the password.

[Jimboski]

Thread tittle should be : "Robbers, you so funny..".

[DrAcX]

Not surprising that you needed to phone in for the change... all changes to plans, regardless of whether they are essentially free upgrades, must be invoked by the client. The provider isn't obligated to go and do these things for you (I'm sure people would also complain if they did things before asking anyways) or even tell you.

Had a friend whose Dad was using an old-school Telus 1.5MBs ADSL line for years at close to $100/mo, even when they were offering 6MBs+ lines for half the price. Eventually he found out and called in to get his plan changed.

[Insider]

Which modem do you have? That happened to me and I was told to swap my old modem for a new one. So I did, and at the store, modem in hand, the guys says "you know this one costs more". I called Rogers when I got back, got stonewalled by the first level CRS who was refusing to put me through to retentions, until I said my next call was to Bell. The retentions guy credited by $36 to cover the extra $3 per month for the modem, and I will get another $36 next year.

I guess I had a basic single wired Docsis2 modem, and the 80 GB is with the new Docsis3 modem with wireless built in. Nobody told me anything, I just know I look at my bill and it says Express service, and that is supposed to be 80 GB. I had a stable functioning wireless set-up and didn't need to new hardware, Rogers forced it on me so that I could get the 80 GB. Of course Rogers makes it a PITA. You need to run the Rogers setup CD in each computer that the wireless will connect to. Before I just needed to use the password.

great post.

so I went to the store to upgrade, and whoever CSR I spoke to over the phone noted on my account to upgrade me to the highest modem/router combo they had. funny, I didn't mention I wanted that device, matter of fact, I specifically said, just a modem, no router/modem combo.

I had the employee at the store cancel that order and set me up with just the sb5100 (motorolla). everything working fine. 80GB in effect.

that's crazy they'd attempt something like this. I hear all these stories about rogers pulling fast ones, but didn't think it would have happened to me.
I guess they suppose most of their customers are morons and ignorant to technology, my friend with me at the time said she would have taken whatever device they issued her at the store and had no idea there was a difference.

rogers really sucks.

[spensar]

The rep didn't tell me anything about a combo router, etc. I realized at the store that they had given me the highest cost modem option, but I was so ticked off I was determined to have it at the same cost. I've been a customer since 95, pay on time and don't put up with silliness. This was also the first time that a CSR tried to deny me access to the retentions folk... error.

To be fair, my services are solid, the internet and modem work well. Retentions made me a decent offer as well. This was the bs and the way it was handled was worse.

[BigJonsson]

I'm also on Express and have a 60GB limit..........and I think we are renting the modem..........where is the information on modem choices?

[Avenger]

I'm also on Express and have a 60GB limit..........and I think we are renting the modem..........where is the information on modem choices?

I would imagine on the Rogers website, but I am sure you already looked there, of course?

[spensar]

I'm also on Express and have a 60GB limit..........and I think we are renting the modem..........where is the information on modem choices?

The pamphlets don't list the non-wireless modem as a choice, just the wireless ones. But it is shown online - http://www.rogers.com/web/link/hispeedBrowseFlowDefaultPlans

When I was talking with Rogers nobody suggested the non-wireless option, even though it is on the website as an option.

The wired modem is $4.00 per month, Wireless G at $5.50 per month, Wireless N at $7 per month.

Click here, select Express, the the "Hardware Options" on the right. If you are going to get the new modem to get the 60GB and just want the standard one, I would call a CSR and specificy it, as per their own website so that it is set up when you get to the store.

The other option is to buy it outright. At Digitalhome Canada, they said the N wireless is selling for $149, which is $50 less than the website says.

[spensar]

I had the employee at the store cancel that order and set me up with just the sb5100 (motorolla). everything working fine. 80GB in effect.


I looked up the specs on this modem, and it is a DOCSIS 2.0 modem. It is different than the one I swapped out, but I don't know why that option wasn't provided to me. My assumption before was that a DOCSIS 3.0 modem was needed to get the 80 GB, but that does not appear to be the case.

[Earbuddy]

I had a docsis 2.0 about 10 months ago and then noticed the changed on the rogers website and switched to the 3.0 right away. Roger credits me the supposed $7 rental/month.
I was on the old Extreme which had an allowance of 80gb and then the new one was 120gb so I def wanted to switch. Speeds changed a lot too. from up to 14mbps to up to 28mbps.

My only complaint with the new modem is that the built-in wireless router has ***** reception being an all-in-one device. So after a few months I put up my linksys again.

I'm not trying to defend Rogers but yes, it is the customer's responsibility to check for new plans and call to switch. They don't have the right to make changes without your consent or notification and we all know they aren't going around calling us to make the change. I've been doing this regularly with all my Rogers plans since Rogers revamps their plans at least 1-3 times a year. It's wise to keep checking even if you're with other big providers too.

[spensar]

I had a docsis 2.0 about 10 months ago and then noticed the changed on the rogers website and switched to the 3.0 right away. Roger credits me the supposed $7 rental/month.
I was on the old Extreme which had an allowance of 80gb and then the new one was 120gb so I def wanted to switch. Speeds changed a lot too. from up to 14mbps to up to 28mbps.

My only complaint with the new modem is that the built-in wireless router has ***** reception being an all-in-one device. So after a few months I put up my linksys again.

I'm not trying to defend Rogers but yes, it is the customer's responsibility to check for new plans and call to switch. They don't have the right to make changes without your consent or notification and we all know they aren't going around calling us to make the change. I've been doing this regularly with all my Rogers plans since Rogers revamps their plans at least 1-3 times a year. It's wise to keep checking even if you're with other big providers too.

On the other hand, they can send 2-3 e-mails per week promoting their products.

[Insider]

I looked up the specs on this modem, and it is a DOCSIS 2.0 modem. It is different than the one I swapped out, but I don't know why that option wasn't provided to me. My assumption before was that a DOCSIS 3.0 modem was needed to get the 80 GB, but that does not appear to be the case.

it's not the case. I was weighing whether or not I actually wanted to switch the modem too, I opted to 'upgrade'.
the cap was effective with my older modem and I was on the fence about whether or not I wanted to replace it.

[Insider]

I'm not trying to defend Rogers but yes, it is the customer's responsibility to check for new plans and call to switch. They don't have the right to make changes without your consent or notification and we all know they aren't going around calling us to make the change. I've been doing this regularly with all my Rogers plans since Rogers revamps their plans at least 1-3 times a year. It's wise to keep checking even if you're with other big providers too.

no, it's not my (or any customer's) responsibility to check when they offer enhancements to my current services..that's absurd if you believe that for a second.

[BigJonsson]

They can send out e-mails or flyers to let people know of upgrades, but they choose not to

[Skilas]

Though I'm not surprised to hear this, I'm surprised that it didn't happen to me. If anything, I'm a little annoyed that my Rogers account has been fluctuating. Originally I was on the Extreme package at 100GB (first 6 months half off). When they changed the package to 120GB, I got an email (or letter) saying I was being upgraded free of charge. Typically, I'm very wary of "free upgrades", but in the end it was fine. At the end of the 6 months, I downgraded to Express to what I thought was going to be 60GB, but is now 80GB. Worked out in the end.

[Earbuddy]

On the other hand, they can send 2-3 e-mails per week promoting their products.

I agree with you and that's exactly what I told the Rogers rep back when. But those are way easier to automate than it is to gain approval or consent for actual changes on the account.

[Psubs]

I've noticed LTE on my phone. :) It eats a bit o battery!!!

[ChoW_MeiN]

Oh my gawd, I'm glad I stumbled onto this thread...I've had Extreme internet for over a year now and I've been getting 95gb of bandwith a month...Checked the website and it is at 120gb now, called Rogers and asked what the funny business was. The CSR said that when I upgraded my modem, they should have changed it to 120gb but someone didn't do it.

Nice, I already hate Robbers and now have even more reason to. At least the CSR was nice.

[WalterWhite]

how are you guys getting the 80gb? i called rogers and they said the only way is if i upgrade to their stupid modem/router combo?

[Insider]

how are you guys getting the 80gb? i called rogers and they said the only way is if i upgrade to their stupid modem/router combo?

just say sure you'll upgrade. the cap increases, but you don't have to go upgrade the hardware.

hardware is not dependent on download capacity, just speeds. afaik. CSR I spoke to confirmed this, however, judging by her quick decision to upgrade me to the most expensive option without my consent, I'd be weary about that confirmation.

[Joshray]

just say sure you'll upgrade. the cap increases, but you don't have to go upgrade the hardware.

hardware is not dependent on download capacity, just speeds. afaik. CSR I spoke to confirmed this, however, judging by her quick decision to upgrade me to the most expensive option without my consent, I'd be weary about that confirmation.

I think you have to provide them with a serial code from the modem you just purchased ... I'm sure they have ways of verifying you purchased the modem. I called in to upgrade to Extreme and the CSR told me to purchase a docsis 3.0 modem.

[boywonder416]

I called and they told me the system won't let them upgrade me to the new bandwith unless I pay more for the new modem. WTF!

[george__]

Rogers will throttle you

[Joshray]

just say sure you'll upgrade. the cap increases, but you don't have to go upgrade the hardware.

hardware is not dependent on download capacity, just speeds. afaik. CSR I spoke to confirmed this, however, judging by her quick decision to upgrade me to the most expensive option without my consent, I'd be weary about that confirmation.

About two months ago, I upgraded to Extreme and the CSR said all was OK and I am on the Extreme package with 120GB bandwidth. Come next month, I get a bill for $50 over usage and I call up Rogers yesterday to ask about this fee and the CSR was like I was never upgraded to Extreme because my modem wasn't compatible. So even though the previous CSR told me I was on the Extreme package, I was fooled. Is there any chance I can get credited for this?

[Joshray]

So I called in again and spoke with a friendly CSR. I was credited for the previous month's overcharge fees and upgraded to the Extreme package with bandwidth of 95GB. No need to upgrade modems for 120GB. Good enough.

[SleepyMcGee]

Curious, why are you guys sticking with Rogers instead of going to TekSavvy or the like if you're worried about bandwidth caps?

[Insider]

not complaining or worried about the limit of the cap, just that it wasn't included when it should have been.

this wasn't a, 60/80GB isn't enough thread.

[Insider]

update to the saga:

I was charged overages when I was told I wouldn't after I upgraded. the chap who replaced my modem at the store gave me the modem I mentioned earlier (SB5101), which is as described earlier, only DOCSIS 2.0 as a result of this, the 80GB was not in effect.

I called today and had the run around, thankfully the overage was taken care of, but apparently is a 'one time offer' - and was informed that indeed, the Motorola modem I was given isn't capable of the higher cap. the only way to have the cap raised is to upgrade to their wireless gateway, which I'm not willing to do even with them waiving the fee for only '1 year because of a special promotion'.

solution: I cancelled Rogers altogether

I'm left wondering why the modem (I was given) is offered for any of their higher tiered services when it isn't even compatible. or why they don't have compatible hardware period (modem only - there are options out there!). I feel this is a slight breach of contract because they're changing their service and in order for me to capitalize and use it, I have to pay more with their only option of a wireless gateway. this makes absolutely no sense to me.

I'm going to escalate this to the Ombudsman regardless of outcome.

time to shop around. I guess teksavvy will be getting my business.

[Rikon]

I had this problem as well as i was on the extreme package and getting 95 gigs a month.
Called in to have them change it to 120gig as posted on their website and was told i needed the new modem.
I bought my modem from Robbers like 6 years ago and didn't want to rent or buy a new modem.
Called in to cancel and was offered the Ultimate package (original price $99.99/month) with 250gigs for $24/month taxes in (includes modem rental) its the modem with the built in router.
I was told this price is good for 2 years but will have to keep an eye on the bill for next few months to make sure they don't try anything funny.
If Robbers tries to screw me then I'm switching to teksavvy.

[Insider]

edited first post.

tonight I get to speak with someone from the Ombudsman's office.

CCTS is next.

[Toukolou]

I swear, ever since old man Rogers kicked the bucket this company's customer service is the pits.

[ryuzaki]

I was away for the summer and my internet was downgraded to low speed, i recently upgraded it to ultimate and realized how slow and garbage it was compared to before. So after a week i decided to grab the phone and call them up, turns out my speed wasn't upgraded (the website shows that it was). The rep did something on their end and magically my speedtest went from 1mbs to 65mbs....

[wilsonlam97]

Thread tittle should be : "Robbers, you so funny..".

Robbers. R*ping people since 1960.

[oejoene]

good!
be aware, if you are on their internet express service and are still capped to their old 60GB limit, you call in and get the increase for 80GB.

I opened my browser telling me that I was almost to the limit (60GB) so I proceeded to their website and saw that that limit was 80GB, called them up and had them upgrade me to 80GB. If I wouldn't have gone close to my limit and called in, who knows if they would have upgraded me at all.

*this upgrade could be available to other internet packages, just make sure you are getting what you pay for

edit- be aware that if you are on their 60GB express service and want to upgrade to the 80GB express cap, you will have to pay more for their wireless gateway hardware options

edit (tl;dr)-
- rogers stated I was at my download cap via in browser 'pop-up'
- saw on website that new cap was 80GB not 60GB
- called in and inquired about obtaining new 80GB cap
- placed order for only modem to utilize new download cap of 80GB (CSR on phone stated cap increase was instant)
- CSR over phone (without consent), 'upgraded' me to most expensive wireless gateway hardware
- went to upgrade old modem with new one at rogers+ store and had the CSR cancel the order for wireless gateway
- went home with newer modem (SB5101)
- bill arrived and was charged overages
- called in and multiple CSRs were unable to advise why rogers online website gives modem as an option when it isn't compatible
- escalated to ombudsman
- escalating to CCTS

[longitude]

why was OP banned?

[Insider]

I'm not banned. lol

[Insider]

so it's been challenging trying to contact the individual at the Ombudsman's office, since they work 10a-6p (I don't get home until 630p - and I can't call while in the office).

I asked to schedule an alternate means of communication and received the following response.


We appreciate the opportunity to address your concerns. At Rogers we take customer feedback very seriously and we are committed to ensuring customer satisfaction.

blah blah blah

Upon review of your account, we see that you have requested to cancel the internet product for September 13, 2012 (which will be completed upon the return of the modem to retail).
blah blah blah, take this offer to keep you as a customer

Please contact me before Friday, August 31, 2012 should you wish to take advantage of this offer.


Regards,
***************
Advisor - Office of the President
Rogers Communications Partnership


fyi: I am not going to take this 'offer' and I will still be escalating to CCTS - especially if the changes on their web page are not reflected.

[spensar]

The whole thing about Rogers "requiring" a DOCSIS 3.0 modem to provide 80 GB for the express service is a crock. It is an 18 Mbps service. TekSavvy offers the same speed via cable with unlimited cap with a DOCSIS 2.0 modem. The DOCSIS 3.0 modem is only required by TekSavvy when you go to the 28 Mbps service.

I didn't realize this until recently.

[Insider]

update:

I inquired if it would be possible to add my separately purchased Motorola SB6120 as an active 'compatible' modem
I sent in the S/N - just want to see if they can add this to my account.

I've been reading this may be possible, but will still be switching over to teksavvy when my effective cancellation date arrives.

[hightech]

Email Ellen Roseman @ Toronto Star and she can help you with this. I could not be bothered with all the other methods of dispute as they are just a waste of time. I had issues with Rogers 4x and after an email to Ellen, all of the issues were resolved within a few hours.

My experience is that if it is you vs. Rogers... you are SOL.

If you go thru media relations, it has a possibility that your issue gets posted on Ellen's blog which 1000's of people visit daily. More (bad) publicity means good news for you.

I would get the $$ you deserve, and then cancel Rogers. Just keep in mind wherever you go, whoever you join, Rogers provides cable in many places in Ontario.

[wilsonlam97]

I swear, ever since old man Rogers kicked the bucket this company's customer service is the pits.

It's been the exact same. I think it was even worse with the old man. The second they got a hold of Fido, they cancelled unlimited talk plans. Then they started increasing rates so every month the fee was ~$100 in their small little "zone". It was horrible.

Keep in mind that people originally paid $45+tax and no BS fees.

[Insider]

update:

modem not 'compatible'. whatever that means. it meets their criteria of DOCSIS 3.0 - I'm clueless as to what the trouble is.

this is kind of fun. I like seeing what the customer is capable of after complaining enough. sure, I'm probably wasting my time, but just want to see how far I can take this.

I'm going to email Ellen.

[Insider]

final update:

spoke to a representative from the office of the president after speaking with ellen roseman. there was nothing rogers could do but offer me a discount on my internet service. their website is still incorrect and it appears to be something they don't look to want to correct.

I still, simply don't understand. if rogers has no hardware available to rent for $4.00 a month, there shouldn't even be a mention of it on their website.

[Insider]

I stand corrected. their website is updated! LOL!