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BTW

@videotron.ca
reply to Tx

Re: Rogers secretely removes $50 Max Charge on Rocket Hub

Where is that Rogers_Mary mouth piece (or whatever the name is) who pops in flaps her lips and fixes people up?

Oh. Guess there are special orders not to help with this one. Must screw with as many people as possible.

Ree

join:2007-04-29
h0h0h0
kudos:1
Reviews:
·Start Communicat..
reply to GroovyPhoenx
said by GroovyPhoenx:

Don't know about your bill but if Rogers was to charge me an overage charge they better damn well PROVE TO ME they did it which they do on the protion "used XXX mb" otherwise how could they justify charging?

I actually never look at my bill. I get the email notice, and as long as it says the same dollar value as the previous month, I don't bother logging on to look. The only time it didn't match was due to my exceeding the cap by a gig or two, so I knew it would be slightly higher so still didn't look.

What you said makes sense though -- I'm sure if I went to look it would tell me how much I exceeded the cap by, and what the exact cost was.


J E F F
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
kudos:1
Reviews:
·Rogers Portable ..
reply to effram
You'll likely have to call each and every month. I am on an old iphone 4 plane, overage is $5 per 500MB..sold in blocks, since iOS 6 has come out, the phone chews about 10MB/day regardless. Naturally, I was overcharged, but not by what my contract is, but by they're current rules. I did get my money back, but not looking forward to calling them every month if I go over.

To the original poster, who at CBC are you talking to? I am sure a lot of people here have horror stories of Rogers answer the others like Bell.
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein

Rogers_Chris
VIP

join:2010-12-15
Toronto, ON
reply to BTW
Sorry for the delay BTW.

We sent some of our Rocket Hub Customers a letter or email and a bill message between June and July this year to remind them that overages will be charged at $10/GB.

I'm happy to speak privately with customers who received overages so we can review your account. I encourage those of you affected to contact me by private message explaining your overages, along with your first and last name, and a phone number we can reach you.

@Rogers_Chris


hm

@videotron.ca
said by Rogers_Chris:

We sent some of our Rocket Hub Customers a letter or email and a bill message between June and July this year to remind them that overages will be charged at $10/GB.

Why not all affected? Why only some? Why do some get a letter and some an Email?

What differentiates how you communicate with people? Do those with the biggest bill get the better notices? Did all the affected have this stated on their bills?

Seems to me the CCTS is looking into this already, however, will these people be allowed to keep their service as it was? Are you offering special offers to those you insulted and treated like crap? Can you tell us what the CCTS & Rogers has done for those who went the CCTS route? In other words, are people better off going to the CCTS rather than contacting a mouth piece of the company who treated them like crap so said company can cut their CCTS costs and year-end stats?

Rogers_Chris
VIP

join:2010-12-15
Toronto, ON
We communicated this change to customers segmented based on whether customers had exceeded their cap at least once in the 6 months prior to the message being sent. Customers who did not exceed the cap got a bill message.

As for the rest of your questions, we'll look into this with our customers on a case-by-case basis. I'll be happy to help those who get in touch with me privately.


PR Guy

@74.198.165.x
Chris, what is your email for a private message? I have also received a rocket hub bill that had me reaching for 911 and my heart attack medicine.

effram

join:2012-11-01
Orangeville, ON
I had to talk to 3 different people before I was able to get someone who understood that I had never received either a bill message or an email informing me of the overage policy change.

The first guy just plain hung up on me. The second person told me that I should be happy because clearly the $50 max overage caps I had been paying were billing errors and by rights I should have paid way more than that. The last person I talked to actually checked my file and because she was unable to verify that I had been informed of any billing changes, she was able to credit the overages for that month.

Hopefully this is resolved now. All I know is that I certainly will try to use the least amount of data possible for the duration of my 2 year contract.


hm

@videotron.ca
said by effram:

Hopefully this is resolved now. All I know is that I certainly will try to use the least amount of data possible for the duration of my 2 year contract.

Ah I understand why the mouthpiece is here now. To keep people locked in contracts?

effram, this is considered a "material change in service" for which you can cancel your contract w/o penalty.

Even if you go to the CCTS they should work this out so that your contract is cancelled, if you so wish, due to the nature of the contractual change to the terms, usage and most importantly billing & costs to you.

Might be in your best interest still to go to the CCTS to get rid of this contract.


JW

@74.198.164.x
reply to Rogers_Chris
Chris,
My bill went from $190 to $850 in one month!
During both phone calls to Rogers dealing with this, the Rogers employee could not find any reference. on any bill, that states the rate is about to dramatically change.
The bill has always said that overages are $10 per gig..........what you are not getting is that 'The Cap' everyone is talking about refers to the monetary amount......The amount you can be charged is Capped!!
I was told by Rogers before I signed (which is why I signed) that whether overages are $10 or $1000 per gig, your bill CANNOT go over a certain dollar amount amount!
In my case $190 per month.
So I'll use 50 gigs and the bill is $190.
Now, suddenly and covertly, 50 gig is like $500!
This is what many people, at Rogers, don't get!

Its a scam!

Well done Rogers, you can happily rip-off your highest paying customers!
I'm on the phone with Rogers now to cancel my service, cancelation fee or not.


hm

@videotron.ca
JW, follow the advice for the CCTS.
Best move you can make.

satfiend9

join:2011-03-29
canada
reply to m109rider
Contacted CCTS as well. Same problems as everyone else. Claim accepted and hope that people will do the same. Very easy.
I hope that we get some updates from previous posters. I will hopefully update my situation soon.

effram

join:2012-11-01
Orangeville, ON
I just put in a complaint with the CCTS as I did not receive the credit to my bill I was told I was getting. Thanks again Rogers, great service.
Expand your moderator at work

jumpingryan

join:2008-07-27
Pembroke, ON
reply to m109rider

Re: Rogers secretely removes $50 Max Charge on Rocket Hub

This is all very interesting.... I was going to move from Bell turbo hub to Rogers rocket hub because of the $50 cap.... That very reason.... I am under no contract with Bell, and my only options are satellite and cellular.

As compared to Bell, the deal WAS good.

Rogers, you almost had another customer...

Good luck

Ryan

jumpingryan

join:2008-07-27
Pembroke, ON
reply to effram
said by effram:

I had to talk to 3 different people before I was able to get someone who understood that I had never received either a bill message or an email informing me of the overage policy change.

The first guy just plain hung up on me. The second person told me that I should be happy because clearly the $50 max overage caps I had been paying were billing errors and by rights I should have paid way more than that. The last person I talked to actually checked my file and because she was unable to verify that I had been informed of any billing changes, she was able to credit the overages for that month.

Hopefully this is resolved now. All I know is that I certainly will try to use the least amount of data possible for the duration of my 2 year contract.

That seems to be the way... Claim to the government you are providing great Internet to everyone, but make it so the customer can't afford to use it... Suck their bank accounts dry if the customer does.... And ensure you do as little as possible to bring in regulated options like dsl, cable, or fibre.

effram

join:2012-11-01
Orangeville, ON
For those wondering if the CCTS will even take on this kind of dispute, I received an email from them that said this:
We have received your complaint XXXXXXXXXXXXXX and hereby advise you that your complaint falls within the scope of our mandate and will be processed in accordance with our Procedural Code (the “Code”), which can be found at: »www.ccts-cprst.ca/en/documents/p···ral-code
Emphasis added by me. I'm interested in how this process will play out...


shrug

@videotron.ca
I would like to see a group of people do it together as well.

Very possible they will treat this as a group anyhow to keeps Rogers costs lower. After-all is it run by the same industry you are filing against.


J E F F
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
kudos:1
Reviews:
·Rogers Portable ..
said by shrug :

I would like to see a group of people do it together as well.

Very possible they will treat this as a group anyhow to keeps Rogers costs lower. After-all is it run by the same industry you are filing against.

Rogers knows that only the minority of people, such as the users here, are going to do anything about it. The other 99% of the people that get screwed just ask take it up the rear end.
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein


shrug

@videotron.ca
said by J E F F:

said by shrug :

I would like to see a group of people do it together as well.

Very possible they will treat this as a group anyhow to keeps Rogers costs lower. After-all is it run by the same industry you are filing against.

Rogers knows that only the minority of people, such as the users here, are going to do anything about it. The other 99% of the people that get screwed just ask take it up the rear end.

I wouldn't say 99%. if we review what has been stated here, Rogers is playing a game of "we don't have to, but we love you and will wipe the bill and put you on another contract".

So they are playing their loved customers as total idiots. And personally I think These vultures at rogers will win when the average person doesn't know better.

If these people were indeed in contracts, and not month-to-month, the better route to go is a class-action.


steves

@74.198.87.x
reply to m109rider
Gotta love how Rogers gives different customers different prices for the same service. When I was forced off Portable, I was offered a lower Flex Rate than is advertized (30 GBs for $60), with an overage cap of $100. So for ~six months I had "unlimited" usage for $160. I certainly never heard of a $50 cap! When I got my first $600+ bill three months ago (without any advance warning of any kind), I called, said I had a $100 cap, the rep checked my account and agreed, had no explanation for the "billing error", and refunded $400. Same thing the next month. When it happened last month, there was suddenly a note on my account that the cap was gone, so I wasn't getting a refund. At no time did they attempt to notify me of this change BEFORE the billing period started! I had to call them to find out!! And by the time I got that bill, I was into the next billing period and had already used most of this month's "limit", so I have to avoid using the Internet for the next month. Yes, I'm looking into Xplornet, even though I have over a year left on my Rogers contract.

BTW, a few months ago Rogers tried repeatedly to get me to upgrade to a faster Rocket Hub modem for a low price if I extended my contract by another year. Is it a co-incidence that they tried to lock their customers into longer contracts JUST BEFORE secretly raising their rates by up to $400 a month?! I don't think so!!!

jumpingryan

join:2008-07-27
Pembroke, ON
reply to m109rider
So is the cap on overage charges back on now at $100 like I have heard, or are people still having problems?

I am looking at dumping my 4G Xplorernet Sat, and my Bell turbo Hub, and go to a Rogers only setup.....

Even if the overage charges are now $100, as long as I get low latency, and good speed, I am ok with that.

Is there anywhere in the contract that the overage cap price limit is mentioned?

Thanks

R

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
said by jumpingryan:

So is the cap on overage charges back on now at $100 like I have heard, or are people still having problems?

I am looking at dumping my 4G Xplorernet Sat, and my Bell turbo Hub, and go to a Rogers only setup.....

Even if the overage charges are now $100, as long as I get low latency, and good speed, I am ok with that.

Is there anywhere in the contract that the overage cap price limit is mentioned?

Thanks

R

I don't know where you heard that from, but the cap on overage charges remains unchanged. The overage cap for wireless data usage has NEVER been printed on the contract or terms of service.

effram

join:2012-11-01
Orangeville, ON
reply to jumpingryan
said by jumpingryan:

So is the cap on overage charges back on now at $100 like I have heard, or are people still having problems?

I am looking at dumping my 4G Xplorernet Sat, and my Bell turbo Hub, and go to a Rogers only setup.....

Even if the overage charges are now $100, as long as I get low latency, and good speed, I am ok with that.

Is there anywhere in the contract that the overage cap price limit is mentioned?

Thanks

R

The $100 cap you're probably talking about refers to cable service only. If you are planning to use more than 10GB of data in a month, don't bother with a Rocket Hub. The $10/GB overages make it cost-prohibitive.

mpetkau32379

join:2012-12-15
I have been having the same issues myself with Rogers. My last 3 bills have gone from $117 to $589. I have gone over my invoices from the last year like 3 times just to make sure and i did not receive any notification myself. I also remember calling Rogers earlier in my contract to confirm how the data scaling worked and remember him telling me that my bill will cap at $117 a month and its considered "unlimited data" (his words). I really hope that I can get in touch with the right people at Rogers to correct this situation.. preferably this Chris guy since the last 4 people i have talked to are just pretty much explaining to me how it works NOW and not listening to a word I say at all.

satfiend9

join:2011-03-29
canada

1 edit
mpetkau32379

CCTS .... as has been mentioned in this thread.


rogersmogers

@start.ca
reply to m109rider
CCTS is just going to say they didn't take anything away. You ASSUME a cap.

effram

join:2012-11-01
Orangeville, ON
reply to mpetkau32379
said by mpetkau32379:

I have been having the same issues myself with Rogers. My last 3 bills have gone from $117 to $589. I have gone over my invoices from the last year like 3 times just to make sure and i did not receive any notification myself. I also remember calling Rogers earlier in my contract to confirm how the data scaling worked and remember him telling me that my bill will cap at $117 a month and its considered "unlimited data" (his words). I really hope that I can get in touch with the right people at Rogers to correct this situation.. preferably this Chris guy since the last 4 people i have talked to are just pretty much explaining to me how it works NOW and not listening to a word I say at all.

I had the same issue. The only thing that "saved" me was that they couldn't confirm that I had been notified of the change in billing policy.

I suggest talking to a manager via the webchat on Rogers' site. You need to click on "Contact Us" then select "Compliments & Complaints" from the "Account" drop-down menu. If you don't get anywhere with a manager then you can follow the remaining steps.

Even though I was finally able to get it resolved it really seemed like Rogers was dragging their feet on the issue. They probably wanted to get me to pay the latest 500-something bill before they credited my account. I guess I don't have to worry about paying my bill for the next 5 months now.

satfiend9

join:2011-03-29
canada
reply to rogersmogers
said by rogersmogers :

CCTS is just going to say they didn't take anything away. You ASSUME a cap.

Funny thing, CCTS accepted my complaint and rogers has not objected. They have 30 days to forward a solution in regards to the "cap"
Expand your moderator at work