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amd64now

join:2007-04-01
Orleans, ON

[TV] Downgrade package and outlets. Charged fee

Got my bill today and was charged 49.95 for a downgrade from vip to basic. Tech came and collected rental and made sure I only had one outlet. Is it normal for this charge to downgrade?



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

Wow, heh... Thats nuts...

Maybe because you were on some kind of 12 month agreement for VIP in return for some savings?
--
GO LEAFS GO!


amd64now

join:2007-04-01
Orleans, ON

Its labeled as Cable TV install fee. Actually, renewed an agreement and downgraded tv service to cut some costs. Cost was not due to savings.



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

BS charge. call in and have it removed.
--
GO LEAFS GO!


amd64now

join:2007-04-01
Orleans, ON

I called and and ask concerning the fee charged. I was refused a
credit and was informed that is the charge for a tech to come out
to disable outlets.



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

said by amd64now:

I called and and ask concerning the fee charged. I was refused a
credit and was informed that is the charge for a tech to come out
to disable outlets.

Thats beyond ridiculous. I'd complain to the office of the president.
--
GO LEAFS GO!


Paolo
Mr. Wireless

join:2004-05-29
canada

u were not informed of the charges before hand? no? then fle a complaint with the desk of the president
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!


amd64now

join:2007-04-01
Orleans, ON

Unfortuntally, no I was not informed. I might try to call back later
and try again with a different agent.



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
reply to amd64now

You didn't need to disable outlets as long as you understand that you can only use 1 at a time. It's a totally bogus charge. This is one I'd take to the CCTS and the CRTC.



Paolo
Mr. Wireless

join:2004-05-29
canada

if you are digital basic, instead of digital vip then there is no charge. the extra stb can be "disabled" via SGI, dont ask how i know this, im not an insider or shilling, im just a well educated poster with info thats publically available and know how to use it unlike others.

now they simply remove the extra stb off your account, you have one outlet, u cant add another stb to the outlet without the system asking u for a extra outlet charge. so did u have more than one stb still hooked up by mistake?
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!


amd64now

join:2007-04-01
Orleans, ON

I have only one box. Had three and two were removed.
I could not downgrade to basic without having the visit to disable the outlets. Otherwise its 6.99 per extra outlet. My online profile
shows one outlet.



Paolo
Mr. Wireless

join:2004-05-29
canada

digital basic or analog basic



yyzlhr

@rogers.com
reply to amd64now

Call back and speak to another rep. There is NO fee to downgrade services and to remove outlets. The billing system will automatically charge a fee when downgrading outlets, but there is a code that reps need to remember to use to have the fee waived. If reps forget to input this code, you CAN get this credited back.


amd64now

join:2007-04-01
Orleans, ON
Reviews:
·voip.ms
·Callcentric
·Anveo

Called back and spoke to someone else and will get the credit
on next bill. This rep went to the notes and I had the dates I spoke with other reps. Because no mention of a fee which was suppose to be specified to me, it will be credited. Another month will only tell.
I guess when doing this, confirm if there is a charge for the visit
to disable ports and get it waived at that time.



Paolo
Mr. Wireless

join:2004-05-29
canada
reply to yyzlhr

yyzlhr, do u happen to have that code? i tried to pm you but it is not working for some reason. check your inbox incase
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!



Paolo
Mr. Wireless

join:2004-05-29
canada
reply to amd64now

said by amd64now:

Called back and spoke to someone else and will get the credit
on next bill. This rep went to the notes and I had the dates I spoke with other reps. Because no mention of a fee which was suppose to be specified to me, it will be credited. Another month will only tell.
I guess when doing this, confirm if there is a charge for the visit
to disable ports and get it waived at that time.

hey glad to see it worke out well.

yeah chec ur next invoice and confirm with us if they indeed credited u back. make sure they creit the gst and pst too
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!

amd64now

join:2007-04-01
Orleans, ON

From the conversation I had with the rep, it seems to be normal
to charge for the visit to disable outlets. I hope yyzlhr is right
for others who want to do this.


technocar2

join:2009-05-29
Brampton, ON
kudos:2
reply to amd64now

said by amd64now:

Got my bill today and was charged 49.95 for a downgrade from vip to basic. Tech came and collected rental and made sure I only had one outlet. Is it normal for this charge to downgrade?

Did the tech give you a receipt for the returned rental equipment? If no then you are in for surprise when rogers does an inventory audit and finds no record of you ever returning that equipment. I don't want to scare you or anything just letting you know that you should have returned it to a rogers store and gotten a receipt for it.

amd64now

join:2007-04-01
Orleans, ON

No, the tech didnt give a receipt. I hope this doesnt happen.


Samgee

join:2010-08-02
canada
kudos:2

said by amd64now:

No, the tech didnt give a receipt. I hope this doesnt happen.

Happened to me. I was given a free year with a new home purchase and at the end of that time I decided to cancel my cable. Tech came out to disconnect and took the equipment with him.

Was charged for 2 months after that, calling each time to explain that I had cancelled cable and to refund my account. After the second call I was told I would continue to be charged until I returned the equipment. I told them the tech took it with him, they said they don't have record of it and that I would be charged some $300 for the 2 boxes.

So they give me some $1500 worth of free cable, internet and home phone as a good will gesture to win over a new customer and then threaten to charge me $300 for equipment their people don't keep track of. After explaining this logic to a supervisor he cleared the equipment off my account and credited me for the months I was wrongly charged.

Didn't stop me from cancelling the rest of my services in time. What a stupid company.


TOPDAWG
Premium
join:2005-04-27
Midland, ON
kudos:3
Reviews:
·TekSavvy DSL

said by Samgee:

said by amd64now:

No, the tech didnt give a receipt. I hope this doesnt happen.

Happened to me. I was given a free year with a new home purchase and at the end of that time I decided to cancel my cable. Tech came out to disconnect and took the equipment with him.

Was charged for 2 months after that, calling each time to explain that I had cancelled cable and to refund my account. After the second call I was told I would continue to be charged until I returned the equipment. I told them the tech took it with him, they said they don't have record of it and that I would be charged some $300 for the 2 boxes.

So they give me some $1500 worth of free cable, internet and home phone as a good will gesture to win over a new customer and then threaten to charge me $300 for equipment their people don't keep track of. After explaining this logic to a supervisor he cleared the equipment off my account and credited me for the months I was wrongly charged.

Didn't stop me from cancelling the rest of my services in time. What a stupid company.

That credit shit needs to be banned. If a company forks me over damn if I want credit I want to cancel I'll just cancel everything. No reason they should be able to hold money like that and you did not owe them that money.

Samgee

join:2010-08-02
canada
kudos:2

said by TOPDAWG:

That credit shit needs to be banned. If a company forks me over damn if I want credit I want to cancel I'll just cancel everything. No reason they should be able to hold money like that and you did not owe them that money.

You mean a company shouldn't be allowed to make mistakes in their favor that provide them with interest free loans?

I wouldn't be surprised if this (all billing errors) happens enough to account for a small percentage of their cash on hand at any time.

aereolis

join:2003-06-12
Brampton, ON
reply to technocar2

said by technocar2:

said by amd64now:

Got my bill today and was charged 49.95 for a downgrade from vip to basic. Tech came and collected rental and made sure I only had one outlet. Is it normal for this charge to downgrade?

Did the tech give you a receipt for the returned rental equipment? If no then you are in for surprise when rogers does an inventory audit and finds no record of you ever returning that equipment. I don't want to scare you or anything just letting you know that you should have returned it to a rogers store and gotten a receipt for it.

It's only ever a problem with technicians picking up equipment when picking up the equipment is not listed to be picked up on the work order. If they have a work order to pick up say your internet modem (you called in to cancel your internet and stopped there, then later that day called in a second time to cancel your cable tv), and you ask them to take your high definition pvr and two digital boxes and it's not on their work order (because the second phone rep didn't create a second work order, or didn't modify the first to include picking up the equipment), that's when equipment gets "lost" and you get charged because it wasn't on the work order.
--
Hello


Paolo
Mr. Wireless

join:2004-05-29
canada

you can always downgrade your outlets then downgrade your package to get around this, or email some head honcho up in head office at rogers cable and have the reps do this to avoid painstakingly billing their clientelle
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!



elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
reply to amd64now

said by amd64now:

From the conversation I had with the rep, it seems to be normal
to charge for the visit to disable outlets. I hope yyzlhr is right
for others who want to do this.

I renovated the house and now have 6 outlets plus what I end up putting in the basement. Rogers can kiss my ass if they think they are disconnecting my hard work.
--
No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake.......


anon2345

@rogers.com

@elwoodblues won't really matter about how many outlets you have as once they go full digital since you won't get squat without an adapter anyway. and they won't care about disconnecting something you cant use anyway.

@op you were charged the fee because they had to pick up a box on the order. had they just scheduled an outlet downgrade, and you returned the box to a store the system would not have charged you.

of course they should have advised you either way.


amd64now

join:2007-04-01
Orleans, ON

My advise for anyone to downgrade. Verify if a fee is charged. Right
now, to go to one outlet, you need a visit. Otherwise, you pay extra
outlet fees. I am sure this will change when analog is disabled.



elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
reply to anon2345

said by anon2345 :

@elwoodblues won't really matter about how many outlets you have as once they go full digital since you won't get squat without an adapter anyway. and they won't care about disconnecting something you cant use anyway.

I cut the cord nearly 4yrs ago, who cares... I'm not going back. I'll always be able to get my fix, it just a matter of how many hoops I have to jump through in order to do so.
--
No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake.......